Workflow e-mails can't be found in C4C

[Eduardo_DaSilva]

Hello experts,

I have the following use case and can't figure it out how to overcome it.

We have a workflow rule which when a ticket is created with a specific category an e-mail is sent to the customer with some information about the ticket created.

The e-mail does reach the customer and I can see it on the outlook or gmail.

Now the issue is that I can't find that e-mail nowhere in C4C, not on the ticket and not on the e-mails under activities.

Then my question is if any of you knows how to know in C4C that the e-mail was sent and how to see it as well.

Would appreciate your inputs and support.

Best regards,

Eduardo

[sandeephebbar]

Hi trash,

There are 2 ways to access outbound emails.

1. In the workflow, Step 3 -> Select "Create Email activity", then all the emails sent via the workflow will be visible in the Activities -> Emails.

2. Go to Administrator-> Service and Social -> Outbound E-Mail Monitoring. Here, you can see all the outbound emails sent via your C4C tenant, but there is a limit of rows, which shows only 2000 latest emails.

Regards,
Sandeep

[Eduardo_DaSilva]

Hi Sandeep,

thank you for the quick reply.

Yes, I have the check of that feature on the workflow rule and the activity is created and I can find it.

The only thing which does not shows up is the actual body message which was sent, would that any possibility to see it?

Regards,

Eduardo

[sandeephebbar]

Yes, it is possible to see the body of the email in the email activity. Add a hidden facet called "E-mail Viewer" using adaptation mode.

But the same is not possible in "Outbound E-Mail Monitoring" view