If your organization has enabled the feature to Send Referrals by Email, after a referral is made in a call report, users can choose to send all or some referrals to the help seeker by email, after the call report is submitted.
The are two options your organization may choose to Send Referrals by Email, which are as follows:
- Send multiple emails per call report, only as PDF attachments: if multiple referrals are selected to send by email, then a separate email is sent to the help seeker for each referral, and the referral details are only include as a PDF attachment
- Send one email per call report and include referral details in the body of the email: if multiple referrals are selected to send by email, then only one email is sent to the help seeker, which includes all referrals. Referral details are included in the body of the email, in addition to having the option to also send them as PDF attachments; this option is the updated way of sending referrals by email, released in November 2018 and is only available in contact records upgraded V5
To use either of these options to send referrals by email from within a call report, complete the following steps:
- Make referrals on your call report by clicking the "search resources" button from within the call report and make referrals to resources, as you normally would
- After you finish making referrals, close the Search Resources window and go to the Resources tab of your call report
- The referrals you made are listed on the Resources tab under 'Referrals made in this call report'
- If your organization has enabled option 1 above, to 'Send multiple emails per call report, only as PDF attachments', you will only see a check box with a PDF icon next to each referral
- If your organization has enabled option 2 above, to 'Send one email per call report and include referral details in the body of the email', you will see two check boxes next to each referral; one with a PDF icon, and one with an Email/Envelope icon
- If your organization has enabled option 1, select the PDF check box next to each referral you wish to email to the help seeker
- If your organization has enabled option 2, select the Email/Envelope check box next to each referral you wish to email the help seeker, and adjust the text (including formatting) that appears in the text box next to the Email/Envelope icon; the text as it appears in this text box will be sent to the help seeker in the body of an email
- If your organization has enabled option 2, you may also wish to select the PDF check box next to each referral to include the referral details as a PDF attachment, in addition to being included in the body of the email, or you can leave these check boxes deselected
- Below the list of resources, enter the help seeker's email address in the appropriate text box
- Click 'Submit' and the selected resources will be emailed to the help seeker
- When you 'View' a submitted call report, notice under each referral the date and time and 'Emailed as PDF on' (for option 1) and 'Emailed on' (for option 2) is documented
To enable sending referrals by email, complete the following steps:
- As an Admin, click 'Calls' in your left side menu
- Click the 'Manage Call Reports' button
- Find the name of the call report you wish to enable this setting for and click the link to 'Edit this call report form'
- At the top of the page click the link to edit the 'Overall settings for this call report form'
- Under the Resources section select the checkbox to 'Enable sending referrals by email from this form'
- Click the 'Save Settings' button
- Setup your organizations 'Send Referrals by Email' template, if you wish
- Notice, if your organization wishes to create a 'Custom Referral Details Template' (see next step), you must add an '@Referral' placeholder to this 'Send Referrals by Email' template; wherever you add the '@Referral' placeholder is where the 'Custom Referral Details Template' information will populate
- Setup your organizations 'Custom Referral Details Template', if you wish to setup option 2 to 'Send one referral per call report'
- If your organization uses the 'Beta: New Resource Field Visibility' feature, set the visibility of 'Resource PDF' fields, so only certain fields from the resource appear in the PDF attachments, if you wish
- By default, emails sent will have a 'Reply To' address of noreply@icarol.com
- Note, you can adjust the email address and 'from name' by verifying your SPF record, see the 'Set ‘Reply To’ address and ‘From name’ for emails sent from iCarol' Knowledge Base for setup instructions
How to customize the basic template used for sending referrals by email
If your organization uses the feature to send referrals by email from within a call report, then an Admin at your organization can customize the wording used in the basic template when emails are sent out. The following points are important to consider when setting up this basic template:
- only one basic template can be created per organization; the template created here will be applied to all call reports in your system that have the setting enabled to 'Send referrals by email'
- if you follow the steps below to 'Send referral details in the body of an email', then one email is sent to the help seeker (details and attachments for multiple referrals can be included in one email)
- if you only create a template to 'Send referrals by email' (and don't follow the steps above to 'Send referral details in the body of an email'), then a separate email is sent to the help seeker for each referral
- for call reports that are shared between iCarol systems, the template set-up in the iCarol system of the 'Host' organization (the "owner" of the call report), will be the template sent to the caller when referrals are emailed
- if you don't create a custom template to 'Send referrals by email', the following is used by default if the feature is enabled in any of your call report forms:
To create a new 'Send referrals by email' template, or edit an existing template, complete the following steps:
- Click 'Admin Tools' in the left side menu
- Select the 'Calls' Tab
- At the top of this tab, click the link to 'edit the template used for sending referrals by email'
- If you have an existing template, click 'edit', otherwise click 'Add a new template'.
- In the blank template, or when editing an existing template you may specify the following fields:
- "From" name: this is sometimes displayed by email programs in place of the ‘Reply To’ address. This field is for display purposes only and is used to help identify who an email is sent from. This field doesn’t have any effect on replies sent. Instead, all referrals sent by email from within a call report are sent from noreply@icarol.com
- Subject: this will be the subject of the email sent to the help seeker
- Message: this will be the message included in the body of the email sent to the help seeker. In the body of the message, you can apply HTML formatting using the tools available
- Click the 'Save' button, and your custom template will be available for immediate use; to revert to using the default iCarol template, simply delete your custom template
If you wish to 'Send referral details in the body of the email', in addition to being included as a PDF attachment, you must create the template outlined above and complete the following steps:
- First, have a designated Support Contact from your organization work with the Support Team to Setup your organizations 'Custom Referral Details Template'
- After you create the 'Custom Referral Details Template, add the following placeholder to the Message of your 'Send referrals by email' template that you created: @Referral
- The 'Send referral details in the body of an email' template information will be populated wherever you add this placeholder. Here is an example of how you may want to write the 'Send referrals by email' template: