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Actions by email

Actions by email lets a case email someone a message with option links, and turn the click into case data — without that person signing in to the platform.

It is the way to ask a customer, a supplier or a manager for a decision when they will never have an account.

What the email contains

The body is a template with the case data, plus the options you define. Each option has:

Part Meaning
Label The text of the link, for example Approve
Value What the answer writes into the case
Style The CSS applied to the link

The links point to a route of the platform, with an encrypted payload that carries the case, the task, the action and the chosen value. Because the payload is encrypted and tied to one action, a link cannot be edited to answer something else, and a link that was already used is refused: the visitor sees The link you are trying to access is invalid or has already been used.

The response field

The configuration names the response field: the case variable where the chosen value is written. One email can ask several questions by using several actions, each with its own response field.

When the visitor clicks, the value is stored in that variable and the case continues. The process decides what happens next with a condition, exactly as it would for a value typed in a form.

The request log

Every message sent this way is recorded with its subject, recipient, date and status, and whether it was answered. That log is what you check when someone says "I clicked the link" and the case did not move: the log tells you whether the request was sent, answered, or refused as already used.

Requirements

  • An email server configured for the workspace.
  • A task with the action configured.
  • A response field per question.

When to use it

  • An approval that must not wait for the person to log in.
  • A confirmation from a customer who has no account.
  • A decision that must leave a record of when it was answered.

For a form the visitor fills in with many fields, use a web entry. For status only, use the Case Tracker.