Case Comments are how you communicate with your team and customers through Salesforce, and so they’re one of the best things to streamline. By powering comments with FlowEQ your team can spend a fraction of the time composing messages - giving them more time to add a personal touch so that your clients feel heard, understood, and cared for.

With the Salesforce: Add Case Comment steptype you can pre-write template responses, bring in variables from Salesforce or other systems connected to FlowEQ, and even prompt your team to type their own text before the response is rendered and sent to the customer. No more [DELETE THIS TEXT] block in message templates! This step will take care of all that for you.

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Title

This shows in the Sidekick app when your team reaches this step. If you’re asking your team to enter text, you can use the title “Write customer response”. If you’re setting this to autocomplete we recommend the title “Emailing response to customer…”

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Auto Complete Step?

Check this box if you want this step to send a message to the customer exactly how’s it configured. If selected, the step won’t give your team time to enter in their own text so use it wisely.

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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.

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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.

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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.

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