2023-09-28 / Workflow Apps / ,
Enquiry Response Flow 20230926
The system accepts and responds to customer enquiries, automatically preparing a response template when an enquiry is received via web form or email. In the process [1. Accept Query/Write Response], the support person can choose to draft a response or, if necessary, request advice or translation. If a final response cannot be prepared in the process [2. Write Response], the primary response is sent and then the process [3. Final Answer] takes place.
Worker (#of Swimlane: 2)
  • Employee
  • Advisory Translator
Business Flow (Complexity of Workflow: 22)
  • 11. Accept Query/Write Response
    • The handler in charge of the response prepares a written response to the enquiry. If necessary, translation or technical advice can also be requested from a specified party.
  • 62. Write Response
    • The person in charge of the response prepares a written response and replies. If time is required, a temporary response is sent.
  • 143. Final Answer
    • The responding operator prepares a written response.
  • 4a. Respond to requests for advice and translation
    • The requested officer will assist by translating and advising.
  • 5b. Check the results of advisory translation
    • Respondents can check the advice and ask further questions if necessary.
  • 19x1. Set Reply Email
    • The system sets the values obtained from the incoming mail to the data items referenced from the configuration items of the outgoing mail respectively. The system also generates and sets a string with the value of the specified data item inserted into the
  • 22x2. Set Reply Email
    • The system sets the values obtained from the enquiry form into the data items referenced from the configuration items of the outgoing mail respectively. The system also generates and sets a string with the values of the specified data item inserted into th
  • 8x3a. Add company name to subject line
    • The system appends the value of the specified data item to the process title.
  • 15x3b. Add company name to subject line
    • The system appends the value of the specified data item to the process title.
Workflow Diagram (click to open)
Business Process Variables (#of Data Item: 36)
  • ▼ Incoming Mail Contents ▼ 0
  • Incoming Mail Subject q_Email_Subject 1
    • Automatically set in the Start Event (email).
  • Incoming Mail From Display Name q_Display 35
    • Automatically set in the Start Event (email)
  • Incoming Mail From q_From 2
    • Automatically set in the Start Event (email)
  • Incoming Mail CC q_CC 3
    • Automatically set in the Start Event (email)
  • Incoming Email Body q_Body 4
    • Automatically set in the Start Event (email)
  • Incoming Email Attachment q_Email_Attachment 5
  • ▼ Incoming Form Contents ▼ 6
  • Name q_Last 7*
    • Set in the Start Event (form)
  • First Name q_First 8
    • Set in the Start Event (form)
  • Company q_Company 9
    • Set in the Start Event (form)
  • Telephone Number q_Phone 10
    • Set in the Start Event (form)
  • Email Address q_Email 11*
    • Set in the Start Event (form)
  • Content of Enquiry q_Inquiry 12*
    • Set in the Start Event (form)
  • (Attached File) q_Form 13
    • Uploaded at the Start Event (form)
  • Questionnaire 1 (type of enquiry) q_Type 14
    • Set in the Start Event (form)
  • Questionnaire 2 (businesses that use (or are considering using) Questetra) q_Questetra 15
    • Set in the Start Event (form)
  • Questionnaire 3 (after sales service) q_Appendix 16
    • Set in the Start Event (form)
  • ▼ Person responsible for answering/organizing received contents ▼ 17
  • Status of contract with the enquiring party q_Contract 18
  • Name of the company from which the enquiry was made q_Company2 19
    • When starting a form, it is automatically set at x5
  • Name of the person in charge of the enquiry q_Personnel 20
  • Inquiry keyword q_Keywords 21
  • Respondent q_Handler 22
    • ${processInstance.initQuserId}
  • Processing deadline guideline q_Answer 23
    • processInstanceStartDatetime.addDays(1)
  • ▼ Requests for Advice or Translation ▼ 24
  • Translation Advisor q_Advisor 25
  • Internal Correspondence and Memos q_Memo 26
  • ▼ Email Response from Customer Service ▼ 27
  • Subject q_Subject 28
    • For email start, automatically set at x1
  • Transmission Reservation q_Transmission 29
  • To q_To 30
    • Automatically set at x2
  • Cc q_CC2 31
    • For email starts, this is automatically set at x3
  • From q_From2 32
    • support@questetra.com
  • Attachment Files q_Attachment 33
  • Response Email Body q_Email_Body 34
    • The template is automatically set at x4

Field Name, num, Initial Value

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Notes

  • Associate the processor settings with the organisational structure on import
  • Please change the fixed values set for actual use
    • Signature in the body of the message transmission intermediate event ‘1st Response’
    • Initial value of data item ‘Incoming Mail From’
    • Wording of display labels for the Select-type data item ‘Questionnaire 1-3’
    • Signature position part of [value or expression] in the Data Update “x1. Set Reply Email”

See also

  • Settings Required When Importing an Archive
  • Manual: M218: Auto Start Triggered by Incoming Email
  • Manual: M220: Auto Start Triggered by Public Web Form Entry
  • Reference: R2170: Limitation on the Number of Running Processes
  • Reference: R2180: Error Notification of Email Start
  • Blog: Let’s Set the Title Automatically
  • Blog: Let’s Send an Email Automatically in the Middle of a Workflow (Basic chapter)
  • Blog: Let’s Create Public Web Forms (Basic)
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