AutoReply and Undeliverable E-mails
Document ID 975
AutoReply E-mails
Assign the case to yourself by clicking on the Change link in the Case Owner field in the upper right-hand corner of the screen.
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- It is very important to follow this step to ensure that you are credited for working the e-mail.
- If you accidentally close the e-mail before you have assigned it to yourself, you can find the case number on your ININ desktop interface. Simply search the case number in Salesforce.
- Emails that are disconnected prior to being completed will NOT be reassigned thru the queue.
- Link the e-mail to the patient's account (Or to the HME if not able to locate a patient profile)
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- Search in Salesforce using the email address which the email was sent from. This is found under Web Information:
- Once you have located the patient profile in Salesforce, link the patient's Salesforce account to the email case by clicking on the magnifying glass next to Contact Name. If their is no patient account in SFDC, link the HME account by clicking on the magnifying glass to search for the HME Account.
- Search in Salesforce using the email address which the email was sent from. This is found under Web Information:
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- Close your Salesforce case using the following Support Category and Status
- Save your changes
- Once you have saved your changes, close the tab and disconnect the email. It is not required to notate this email interaction in ReSupply.
Undeliverable E-mails
- Assign the case to yourself by clicking on the Change link in the Case Owner field in the upper right-hand corner of the screen.
- Link the e-mail to the patient's account (Or to the HME if not able to locate a patient profile)
- Search in Salesforce using the email address which the email was sent from. This is found within the Undeliverable email Description
- Use the email address to search for a patient profile in ReSupply.
- Create a note on the patient's account to identify the issue with the current email address on file (i.e. undeliverable), and advise we turned off email outreach for the patient. Be sure to include the time stamp from SFDC of when the email was sent.
- This note MUST be Flagged!
- Note for profile: Received email on (Date/Time Stamp) advising the email address we currently show is undeliverable. Please verify email address if patient calls. Changed contact method to (Call outreach/Do Not Contact) until resolved. Once resolved, please ensure you assist the patient with Activation of their patient portal and change contact method to the preferred method.
- Close your Salesforce case using the following Support Category and Status
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