Copy the link to the article Copied Working with communications in an order Copy the link to the article Copied

In the “Communications” field, e-mails and SMS that are attached to the order are displayed.

Using the “New e-mail”/“New SMS” button and “Send message” (to chat), you can initiate a communication directly from the order card.

When forming an e-mail, you can select a template, and attach a printed form. It is also possible to configure a signature template.

Please note that the system has validation for the presence of certain elements in the text:

• Validation for the presence of shortened links. When using shortened links in an Email there is a chance to get spam-filtered by mail providers. The validation will be triggered in the moment when the rule is activated with a warning that the full URL of the link is to be used.
• Validation for the presence of potentially malicious code. It includes ActiveX, JavaScript, VBScript, Java-applets, Frames and IFrames. The use of such elements may lead to blocking of your mailings. If such a code is present, the mailing or rule will not be triggered with a corresponding warning.

In the “From” field, select the address from which the e-mail will be sent to the customer. A number of options are available for selection:

• Customer manager - the e-mail address of the manager to whom the customer is assigned.
• Customer store - e-mails will be received from the store where the customer is registered.
• Order manager - the e-mail address of the manager who is responsible for the order.
• Order store - e-mails will be received from the store where the order is placed.
• Additional addresses are added in the system settings, in the “Mail” section.

You can also specify a preheader (the text that is displayed in the e-mail client after the subject of the e-mail). In the text, you can use twig, which will allow you to display personalised information about the customer. The preheader is invisible in the body of the e-mail. The customer will see the entered text only in the list of e-mails in the e-mail client. Preheaders are not displayed by some mail services (for example, mail.ru).

If there is an integration with a delivery service, attachment of documents from the delivery service is available in the “Printed form” field. When sending an e-mail, a document will be generated according to the template of the specified printed form and attached to the e-mail as an attachment.