Introduction

wolkvox CRM allows you to automatically send email notifications from wolkvox CRM cases, including specific attachments related to the case, to improve communication, follow-up, and resolution of incidents with customers and internal teams.

This functionality allows you to attach and send personalized files via email notifications when managing cases. This feature optimizes communication by ensuring that recipients receive the exact and necessary documentation at the right time, directly linked to the case event (such as opening, closing, or updating).

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

Configuration

 To activate and use Dynamic Notifications with Attachments in the Cases module, follow these configuration and usage process steps:

Configuring Case Notification with Attachments

 In the left sidebar menu of wolkvox CRM, click the "Configuration" icon (gear).

1. Access the "Customize" tab.    
2. Select the "Modules and fields" sub-tab.    
3. In the list of modules, click on the "Cases" module.    

1. Once inside the Cases module configuration, find and click the Bell icon button (Notifications) in the top bar. On the notifications configuration screen, adjust the following parameters.    
2. Type: Select the Case Type for which you want to configure the notification (e.g., "Requests," "Complaints," etc.).    
3. Events: Select the type of Event that will trigger the notification. This new attachment feature applies only to the events: "Opened," "Closed," "Responsible changed," and "Comment added."    
4. Templates: Select the email template to be used for this notification.    
5. Recipient: In the "Recipient" section, define who the notification will be sent to:        
   1. Activate the toggle for "Responsible" if you want to notify the case's responsible user.            
   2. Activate the toggle for "Owner" if you want to notify the case's owner.            
   3. Activate the toggle 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 "File attachment sending configuration in notifications" section, activate the "Send attachments" toggle button. This action enables the functionality to attach files to the notification.    
7. Notification media: In the "Notification media" section, activate the switch for "Email" to ensure the notification is sent via email (attachment sending is linked to email). You can activate "SMS" if applicable, although attachments will only be sent via email.    

 Once you have configured all the notification parameters, click the "Edit" button at the bottom to save and apply the 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" (e.g., when saving a case with "Opened" status or when adding a comment), clicking the "Save" button on the case record will bring up a modal window titled "Select attachments."

1. In this modal window, all files already attached to that case record will be listed. You will be able to:        
   1. Select files individually: Check 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 decide not to send any files in this specific notification, you can click "Send without attachments."            
2. Once the files are selected (or the option to send without attachments is chosen), click the "Confirm" button. After confirming, the system will process the notification. You will see a confirmation message in the bottom left of the wolkvox CRM interface, for example: "Ready: Contacts have been notified via Email."    

Result for the Recipient

Based on the recipient settings, users or contacts will receive an email with the content of the selected template and the files you chose to attach from the case, which facilitates immediate access to relevant information.