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ResMed Help Center

AutoReply and Undeliverable E-mails

How to handle e-mails that have either been returned to us (ie. bounced back) or have been responded to with a system generated message.

AutoReply E-mails

 
  1. Link the e-mail to the patient's account (Or to the HME if not able to locate a patient profile)
  2. Close your Salesforce case using the Support Category of Vmail/Email - no action required and the Status of Closed - no action
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Undeliverable E-mails

 
  1. Use the email address to search for a patient profile in ReSupply.
  2. Copy and paste the undeliverable notification from the email into ReSupply and time stamp from email received.

Only information pertaining to why the email is undeliverable is necessary to copy into ReSupply. You do not need to copy the entire email (as below).

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When dealing with undeliverable emails, you will typically locate the email address we tried to reach in the body of the email.

 

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  1. Remove the invalid e-mail address from the patient's account by going to the Demographics tab, clearing the Email field and clicking Save at the bottom of the screen.

4a. If account is set to receive phone calls, turn off emails to the profile. Add an Add Other Task note on the account as follows:

Invalid email address: (INSERT EMAIL)

Please verify email to turn email notifications back on. Thank you

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4b. If phone calls are turned off, turn them back on, turn off emails and add an Add Other Task note on the account as follows:

Invalid email address: (INSERT EMAIL)

Turned phone calls back on. Please verify email address and turn off phone calls. Thank you.

  1. Close your case in Salesforce using the Support Category of Account Management, Support Sub-Category of Contact Info/Method, and Status of Closed - No Action. 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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