This question came from a member of the Persona community, an analyst working to set up their internal process for a business system. This is useful for those looking to receive emails when an event happens within Persona.
Question
Is it possible to receive an email when an Inquiry reaches Completed status? I want to be notified when someone has finished filling out an Inquiry.
Answer
Hi there! Yes, it is possible to receive an email every time an Inquiry reaches Completed status (and most events that occurs within Persona). Some of these features are only available on certain plans, please refer to your plan for further details on your specific access. Here are a few of those methods as well as how to set them up:
Email notification
Option 1: Configuring a custom trigger and email
If you’d like to send a specific email when an event happens, you can utilize Workflows.
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Navigate to Workflows > Click Create Workflow
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When creating a Workflow you can select from a list of available trigger events such as
Inquiry.completed
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Click Continue and you’ll be able to configure your workflow
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Add an Action Step where and when you’d like the email to be sent
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Configure the Action Step by searching for the
Send Emailaction step for the Step Type -
Update the HTML for you email and input the necessary variables such as Inquiry ID that you’d like to send in the email
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It’s also a best practice to test your changes. Once you’re done making changes, Save and Publish your Workflow.
Option 2: Leverage Cases-related email notifications
Cases is a product that helps teams create manual review processes. A common best practice is to have a Workflow create a Case when an Inquiry moves to Completed status. Since Cases is made for teams who are reviewing data often, there are native email notifications that are baked into the product. Some of these include:
Case creation email notification settings per Case Template
Case assignment and SLA breach email notification settings per User
View the Notifications Overview page to learn more about notifications.
Other ways to get notified
There are also other ways for your business (or you, specifically, as opposed to all users) to be notified when an event happens. These include:
- Webhooks - Webhooks allow you to configure for which events you’d like our system or service to receive notification and the related information about that event.
- Slack - Persona’s integration with Slack is leveragable through Workflows in a similar manner to the Send Email action step.
This answer was reviewed by Justin Sayarath, a product manager at Persona. FAQs, unlike other articles, are written to provide Persona Community members more specific answers to common questions. While we periodically review responses and answers, please note when this FAQ was last updated as information may have changed since then.