Adding email actions to steps

Use email entry and exit actions to send emails to either a specific user or a specific email address.

An email entry action sends an email when a business process step begins. An email exit action sends an email when a business process step is completed.

Before starting this task, ensure that you have deactivated the business process template. You cannot modify active templates.

To add an email entry or exit action to a step:

1. Navigate to the Customize workspace.
2. In the Business Processes tab, select the template in which you want to add an action.
3. In the Steps subtab, select the step that you want to add an action to.
4. If you want to send an email as a step entry action, select the Entry Actions tab. If you want to send an email as a step exit action, select the Exit Actions tab. Then, click the Add button and select Send Email.
   The Add Send Email Action dialog opens.
5. In the Description field, enter a description of the action.
6. In the To field, select one of the following.
   • User assigned to business process
     Sends the email to the user that is assigned to the business process.
   • User assigned to business process step
     Sends the email to the user that is assigned to the business process step.
   • User that submitted object type
     Sends the email to the user that submitted the form or other business process form for approval.
   • Coverage Role
     Sends the email to a user based on an assignment model. To select a coverage role:
     1. In the first field, select whether you want the role to be Coverage or Opportunity Team type.
     2. In the second field, select the user role you want to send the email to.
   • Specific User
     Sends the email to a user that you specify. To select a user:
     1. In the Specific User field, click the Select button .
        The Select User dialog opens.
     2. Find and select the user you want to send the email to.
     3. Click OK.
        The Select User dialog closes.
   • Specific Email
     Sends the email to an email address that you specify. When you select this option, enter the desired email address in the Specific Email field.

7. In the Subject field, enter the subject line of the email.
   

   You can include mail merge token fields in the subject of your emails. Mail merge tokens allow you to automatically populate and personalize the email. A mail merge token is entered in the form of ${[<target>:] <field1> <field2> <field3>}. For example,  ${kyc: fullName annualIncome} will populate the email with the full name of the contact and their annual income, pulled from their KYC record.

8. In the Body field, enter the body content of the email.
   

   You can include mail merge token fields in the body of your emails.

9. In the Document field, to add a document as an attachment to the email:
   

   1. Click the Select button .
      The Select Document dialog opens.
   2. Find and select your desired document.
   3. Click OK.
      The Select Document dialog closes.

   Documents containing merge fields will not be personalized.

10. Click OK. The Add Send Email Action dialog closes.

The email entry or exit action is added to the step.

Related tasks

Activating business process templates