Create the Remote Support Session Invitation E-mail Template
In the CSM Desktop Client, when a technician selects the command for a new remote support session, an e-mail message is constructed and sent to Customers to invite them to participate in the session. In the Portal, a remote support session is immediately started when a Customer selects the New Chat Session command.
To create a remote support session invitation e-mail template:
- In
CSM Administrator, select the
Settings category, and then the
Edit Chat and Remote Support Connector
Settings task.
The Chat and Remote Support Connector Settings window opens.
- On the General page, click the Chat Invitation E-mail button.
- Use the following options to design an e-mail template:
- Click the
Selector button
or right-click in the
e-mail template
to insert Expressions, functions, and variables into the
template.
Tip: Use Expressions, functions, and variables to insert conditional/actual values into the e-mail when it is created.
- Select Variables in this list to view a list of variables associated with remote support session requests. The following variables are available:
- Click the
Selector button
or right-click in the
e-mail template
to insert Expressions, functions, and variables into the
template.
| Variable Name | Description |
|---|---|
| Chat Session URL | URL that can be used to initiate the remote support session. |
| E-mail Address | E-mail address of Customer. |
| Object Name | Name of Business Object with which a remote support session is associated. |
| Object Plural Name | Plural name of Business Object with which a remote support session is associated. |
| Provider E-mail Body | Text for the body of the e-mail returned by the remote support system. The body of a Customer invitation e-mail is configured the remote system. The generated e-mail body can be passed to CSM through the API and used in lieu of the remote support session invitation e-mail template in CSM. |
| Provider E-mail Subject | Text for the e-mail subject returned by Bomgar. |
| Support Issue | Name of the support issue selected by the Customer (if any). |
| Team Name | Name of the team queue the remote support session request is submitted to (if any). |