Defining the Mail Merge workflow step

CRM Workflows support a Mail Merge step. This step can be added and defined in the CRM Workflow Designer tab. The Mail Merge step tabs define the mail merge options. You also have the option to send the merged file as an email attachment. When triggered, a mail merge is performed.

To define a CRM Workflow Mail Merge step:

  1. Click Integrations on the navigation bar. The Integrations list page is displayed.
  2. Click CRM Workflow. The corresponding Integration detail page is displayed.
  3. Click the Workflow Name on the Workflows tab. The corresponding CRM Workflow Definition detail page is displayed. See Using the Workflow Definition detail view
  4. Click the Workflow Designer tab.
    Note: To add a Mail Merge step, click the Add icon on the step that precedes the Mail Merge step. The Insert New Workflow Step window is displayed. Select Mail Merge. The Run Report step is added to the default workflow on the Workflow Designer tab.
  5. Click the Settings icon on the Mail Merge step. The Mail Merge window is displayed. See Inserting a new CRM workflow step
  6. Specify this information in the General tab:
    Caption
    The label for the Mail Merge step.
    Delay Duration
    The number of Days, Hours or Minutes by which the Mail Merge step must be delayed after the previous step.
    Delay Increment
    The duration by which the Mail Merge step is delayed after the previous step. Possible values:
    • Days
    • Hours
    • Minutes
    Edit Condition
    The condition that must be met before the Mail Merge step is initiated. See Defining CRM Workflow step conditions.
  7. Click the Mail Merge Options tab to define mail merge options.
    1. Click Configure Mail Merge. The Mail Merge window is displayed.
    2. Click the Merge Options tab to select the output type and set merge options. See Setting merge options for Mail Merge.
    3. Click the History Options tab to set history options. See Setting history options for Mail Merge.
    4. Click the Follow-Up Options tab to schedule a follow-up activity after the merge. See Setting Follow-Up activity options for Mail Merge.
    5. Click OK.
  8. Select the Attach merged document to email and send check box, if it is available and you require to send an email with the merged file as an attachment on the Mail Merge window. If this option is selected the Template and Recipients tab are available to define the email message.
    Note: The Attach merged document to email and send check box is enabled only if the on the Output Type is set to File in the Merge Options tab when you click Configure Mail Merge.
  9. Specify this information on the Template tab:
    Note: The Template tab is available only if the Attach merged document to email and send check box is selected on the Mail Merge Options tab.
    Subject
    The text that must be displayed in the email subject. Use the @-mention user interface to include dynamic CRM content in the subject content.
    Note:  The @ character is not displayed if the @ character is preceded by an alpha or numeric character without a space. Examples:
    • Typing name@ does not display the @ character.
    • Typing name@ displays the @ character.
    Email Body
    The text that must be displayed in the email body. Use the @-mention user interface to include dynamic CRM content in the email body.
    Note:  The @ character is not displayed if the @ character is preceded by an alpha or numeric character without a space. Examples:
    • Typing name@ does not display the @ character.
    • Typing name@ displays the @ character.

    Format the text content of the email template. Possible values:

    • Bold, italic, or underlined content
    • Numbered or bulleted lists
    • Multiple font sizes supporting heading levels of 1 through 6, along with the normal paragraph font size
    • Font color and background color selections
    • Standard browser fonts of Sans Serif and Serif
    • Left, right, and center text alignment
      Note: Use the Tx icon to clear all formatting from the selected text.
  10. Specify the email recipient related data on the Recipients tab:
    1. Specify (in the To, CC, or Bcc fields) one or more email addresses or use the @-mention user interface to include CRM contacts, leads, users, teams of users, or departments of users in the email distribution list. Possible scenarios:
      • Adding a Contact: Enter @Email and select the Email token for the contact or contact related property. For example, in for a sales order workflow, select BillingContact.Email.
      • Adding a Lead: Enter @Email to send to a lead for a lead workflow.
      • Adding a User: Enter @ followed by a user field. For example, AccountManager or Owner.
      • Adding a Team: Enter @ followed by the name of the team to send the email to all users on the team. For example, @Global
      • Adding a Department: Enter @ followed by the name of the department to send the email to all users on in the department. For example @Marketing
      Note: 
      • Multiple addresses must be separated by semicolons.
      • Properties and the related entity email properties are available displayed only if the Expose to Workflow field or property attribute is set to True. For example, for the Return.Returned By field to be available, the Return.ReturnedBy relationship to the Expose to Workflow Contact entity attribute must be set to True.
      • For custom email properties the data Type property or field must be set to Email. All standard email properties have a type of Email.
    2. Press Enter or click out of the field to add the entries to the distribution list.
    3. Use the check boxes in each grid row to determine if the intended recipient of a user or owner field token is the user, user’s manager, or both. If the token field is a user or owner field, and you clear all of the check boxes, then there will beare no recipients for that token.
      Note: These check boxes are editable only for user or owner field tokens. If the owner of a record is a team or department, the Send to user’s manager selection is not considered since departments and teams do not have a manager. Possible scenarios:
      • Sending an email to the user: Select the Send to check box and clear the Send to user's manager check box.
      • Sending to an email to the user’s manager: Clear the Send to check box and select the Send to user's manager check box.
      • Sending the email to user and the user’s manager: Select the Send to check box and select the Send to user's manager check box.
    4. Click Remove, to remove an item from the grid.
    5. Click the Maximize or Minimize arrow to display or hide a grid
  11. Click OK to save the mail merge step.
    Note: 
    • Create and define the next step if the mail merge step is completed:
      1. Click the Add icon in the Mail Merge step.
      2. Click Complete in the Select a result window.
      3. Select the required step action to update.
      4. Click the Settings option to define the step.
    • Create and define next step if the mail merge step results in an error:
      1. Click the Add icon in the Mail Merge step.
      2. Click Error in the Select a result window.
      3. Select the step action to update.
      4. Click the Settings option to define the step.