Step Configuration
In addition to the general step configuration options, this step has the following specific options that can be configured.Default to Public Comment?
Check this box if you want to ensure the message will be sent as a public reply to the customer. If left unchecked, the message will be posted as an internal case comment by default. Bear these differences in mind when used in conjunction with the “Auto Complete Step?” checkbox.Enter Comment Template
Here’s where the magic happens. Create a template for a comment to be posted in the case. You can use the button to add variables/reference fields found elsewhere in Salesforce or other systems you have connected with FlowEQ. This is used to help minimize how much your team needs to type in the comment.Enter Values
This is how you can prompt your team to enter more text before it’s added to your template. A good example of this would be if your template takes care of most of what the message needs to convey, like “Here’s your order number” or “Please use this shipping label”. But with the Placeholder Values, you can ask your team to enter their own text, such as a personalized sentence, so that it doesn’t read like any old templated response to the customer.- In the Field box, type the writing prompt for your team. For example “Introduce yourself and acknowledge the customer’s issue.”
- When ready, move your cursor to where you want your team’s writing prompt to be inserted, then click the Insert Placeholder button. A new variable will appear in the Case Comment which will place your teammate’s sentence into the body of Case Comment text.