Uncheck Send Separate Emails

  • 6
  • Idea
  • Updated 3 weeks ago
Current functionality does not allow you to uncheck the 'Send Separate Email to Recipients' if a token is being used.  We would like to see this only come default on if a Contact Name is used, or if a survey is being used.

Currently we are only tokenizing the Account Name in the Subject of the email, but nothing else.

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Chris Mudd, Employee

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Posted 4 weeks ago

  • 6
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Ben, Champion

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I have a peer manager from the Strategic accounts team that would jump for joy if this could be turned off. Let's make it happen!
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Hitesh Sharma, Employee

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Hi Chris,

Whenever User token, Contact token, or Survey is added in the template then only we disable this particular case. Looks like you don't have any of this and its still disabled for you.

1) Did you had any token in the template that you have deleted in Email Task?
2) Do you have any report in the Email Template that's mapped with Contact filter?
3) And are you seeing this in GONG?, if so can you tell me the CTA name?

Regards,
Hitesh
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Seth, Champion

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I helped one of our CSMs with this recently. After they added more than one 'To' recipient, the checkbox greyed out, then they removed the token, but they had to exit out of Email Assist, and then open that email back up again, in order for the checkbox to be editable.
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Hitesh Sharma, Employee

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Hi Seth,

I assume the Token must be either Survey or User or Contact token,

If yes, then i would say what was done is Expected, because removing a Token will not update the settings immediately, it will be updated when you close and open Validate Email pop-up.

Regards,
Hitesh
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Seth, Champion

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Thanks for clarifying, Hitesh. From our perspective, that's not the behavior that we expected. Maybe something could be done to make it more clear in the interface? (It was one of the first times she was using Email Assist, so it had the opportunity to break her trust in the product, and after we figured it out, it still felt like a bug, not like a use case that the product had been built to expect.)
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Hitesh Sharma, Employee

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Hi Seth,

Technically speaking, everytime a Token is deleted we have to check if it was Survey / Contact / User token and there are no other tokens in the template and update the checkbox accordingly, which would have performance impact. 

I do understand your concern and will definitely think of how it can be made intuitive. 

Regards,
Hitesh