Symptom / Need

I need to automatically send email notifications from wolkvox CRM cases, including case-specific attachments, to improve communication, tracking, and incident resolution with customers and internal teams.

Context / Scenarios

Wolkvox CRM has introduced a new feature that allows you to attach and send customized files via email notifications when managing cases. This feature streamlines communication by ensuring recipients receive the exact and necessary documentation at the right time, directly linked to the case event (such as opening, closing, or updating).

The feature is activated through an interactive dialog that allows the user to easily, quickly, and securely select one or more relevant files already attached to the case.

Answer (Solution / Recommendation)

To enable and use Dynamic Notifications with Attachments in the Cases module, follow these setup and usage steps:

Setting Up Case Notification with Attachments:

In the left side menu of wolkvox CRM, click the "Settings" (gear) icon.

1. Go to the "Customize" tab.
2. Select the "Modules and Fields" sub-tab.
3. In the list of modules, click the "Cases" module.

1. Once inside the Cases module settings, find and click the Bell (Notifications) button in the top bar. On the notification settings screen, adjust the following settings.
2. Type: Select the Case Type for which you want to set up the notification (e.g., "Petitions," "Complaints," etc.).
3. Events: Select the type of event that will trigger the notification. This attachment feature only applies to the following events: "Open," "Closed," "Change of Responsible," and "Add Comment."
4. Templates: Select the email template to use for this notification.
5. Recipient: In the "Recipient" section, define who the notification will be sent to:
   1. Turn on the switch for "Responsible" if you want to notify the person responsible for the case.
   2. Turn on the switch for "Owner" if you want to notify the case owner.
   3. Turn on the switch for "Contact" if you want to notify the contact associated with the case.
   4. Select one or more "Groups" of users if you want the notification to reach a specific group.
6. Send attachments: In the "Settings for sending attachments to notifications" section, activate the "Send attachments" toggle. This action enables the ability to attach files to the notification.
7. Notification Methods: In the "Notification Methods" section, turn on the "Email" switch to ensure the notification is sent via email (attachment sending is linked to email). You can enable "SMS" if applicable, although attachments will only be sent via email.

Once you've configured all of your notification settings, click the "Edit" button at the bottom to save and apply your changes.

Process for Sending Notifications with Attachments When Managing a Case

Once the notification with attachments has been configured in the case profile:

When you are creating a new case record or editing an existing case record in the Cases module.

Depending on the configured "Event" (for example, saving a case with the status "Open" or adding a comment), clicking the "Save" button on the case record will display a modal window titled "Select Attachments."

1. In this modal window, all files already attached to that case record will be listed. You can:
   1. Select files individually: Select the checkbox next to each file you want to include in the notification.
   2. Select All: Click the "Select All" option to include all files attached to the case in the notification.
   3. Send without attachments: If you choose not to send any files in this specific notification, you can click "Send without attachments."
2. Once you've selected the files (or chosen the option to send without attachments), click the "Confirm" button. After confirming, the system will process the notification. You'll see a confirmation message in the lower left corner of the wolkvox CRM interface, for example: "Done: Contacts have been notified via email."

Result for the recipient

Depending on the recipient's settings, users or contacts will receive an email containing the content of the selected template and any files you've chosen to attach from the case, making it easy to access relevant information immediately.