The Send Leave Open action sends the current draft as an agent email to the specified contact and leaves the interaction in the Open status. This action is commonly used in combination with the Set Draft action, which sets a specified template as the draft. The Send Leave Open action then sends this draft as an email to the contact keeps the interaction open.
ID |
Name |
Configuration |
1 |
Recipient Selector |
Choose whether this notification should be sent to the ticket's Contact or its Submitter. For example, agents may create tickets on behalf of other contacts but still need to be notified of updates. This feature allows you to treat the contact as the primary recipient while keeping the submitting agent in the loop. |
2 |
To Address (Customer Notification Only) |
Select the property where the To Address for the customer is chosen by the agent. |
3 |
Suppress Reference Number |
This toggle removes the reference number from the notification sent to the customer or submitter. |
4 |
Interaction Tag |
Choose the template for the notification being sent. If you’re creating a new template, just type the template name and write the content in the "Templates" tab of the workflow builder. |
