In this article you will learn where to configure your automatic email replies to the customer when they go through your B2C flow and how to create templates for it.
Create Your Templates
Open the Company View
From the Claimlane Inbox, click the four-square icon at the top of the page and select Manage Company.
Find Email Templates & Add a New Template
In the left-hand menu, click the Email Templates tab.
Once you're in the Email Templates section, click Add Email Template to create a new one.
Edit the Template
Here, you can:
Name your template
Edit the email subject
Write or modify the email body
You can also use the available variables (displayed in the editor) to include dynamic information such as customer details or claim data.
You can add HTML in the body. To preview the email, copy the HTML into a viewer such as https://html.onlineviewer.net/
Use Your Templates in the B2C Flow
Step 1 — Open Settings
From your Inbox in Claimlane, scroll down and click Settings in the bottom-left corner.
Step 2 — Go to Your Self-Service Portal
In the left-hand menu, select Self-service portals.
Choose the portal you want to update, then click Manage.
Step 3 — Select a Flow and Email Tab
Pick the specific flow where you want to edit email notifications.
Then, go to the Email tab.
Step 4 — Edit Your Templates
Here you can configure and customize the following automated email templates:
Receipt email – sent when a customer creates a ticket.
New message email – sent when there’s a new message on the ticket.
Return product received – sent when a returned product has been received.
Returned product received and refunded – sent when the product is both received and refunded.