One of the cool features of Workia is the ability to handle communications on a case. Which means you can create, send, and see all associated emails related to that employee on the case associated with them. 📨
Creating an Email
To create a new email. Open a case record, and head over to the Communications section of the case details screen. Then select the email icon to open the email editor.
When selecting the "To" and the "Cc" field, it will suggest the contacts that you have on the contacts list from the Contacts section of the case.
Additionally, you can add and create a new contact from the list by clicking on the "+Add Contact" option.
Adding a new contact will not just include the contact in the email, but will also be recorded to the Contacts section on the case details screen.
💡Note: When you send an email that fails you will be notified and the failure along with reason is shown on the email in Workia.
The Email Assistant
Workia integrates AI to assist in creating emails. It not only just generates text or paragraphs but also analyzes the case information and its context.
To access the feature, head over to the Communications section of a case record and open the email editor. Then locate the Email Assistant icon just besides the Body textbox.
Currently, there are two email types that the Email Assistant can write.
Employee Welcome - This writes an introduction and a welcome message to the employee. You can opt to include some of the case information if available, like the Destination Introduction, Services Provided, and the Relocation Summary.
Check In - A quick inquiry email to check in with the status of the employee while on the case.
When an email type is selected, you can also choose a tone and it will affect how the content is written.
Aside from the email types, you can also use the Email Assistant to Rewrite your email, this will change the text and the subject of the email content due to its paraphrasing feature.
And you can choose the option to create a Custom email in which you can select the following:
Purpose - You can set the context of the email to be written. Which you can Inform, Persuade, Request, Thank, and Apologize.
Instruct - You can define and instruct the Email Assistant on what it will write.
When an email type is selected, you can also choose a tone, it will affect how the overall content is written based on the option that you have selected.
Once you have finalized the options, click on the "Generate" button and the Email Assistant will fill in the details!
💡 Disclaimer: The Email Assistant feature uses AI. We recommend to check the content before sending out an email.
Replying To and Forwarding Emails
To reply to an email within the app, simply click on the Reply All button. You can also click on "..." and select Reply, Reply All, or Forward from the menu.
💡Note: Replies to emails include the full history of the email thread, providing recipients with the complete context of the conversation. Stay informed and easily follow the email communication flow, even when you are copied in!
Deleting Emails in a Case
Deleting an email in a case
💡Note: This feature is available for Admin users only. Learn more about user roles here.
An Admin user can delete an email message in a case by scrolling down or clicking on the Communications tab in a case.
Click on "..." beside the email to be delete and select Delete.
Deleting email threads in a case
For email threads in a case, Admin users can either delete a single email from a thread by clicking on the delete button beside an email.
Admin users can delete the entire email thread by deleting the first email of thread.
Email Formatting
You can allow formatted emails that were previously blocked, so you can view the email with its full original formatting. This commonly affects emails sent from Outlook.
To do this, simply click on Allow in the banner to view formatted emails.
