Automating E-Mail Support Requests using FOAAS and Taskcentre
In this day and age, everyone is looking for prompt responses to e-mails and support requests. In this blog post I’m going to cover integrating FOAAS into e-mail using Taskcentre in order to provide prompt responses to support requests.
By responding quickly to emails, it can greatly improve satisfaction levels, plus also using FOAAS’s technology can also reduce the number of support requests*.
* by increasing the likelyhood of a P45.
In order to integrate the solution, we need to break it down into 3 major steps:
- Intercept Email
- Call Web Service
- Send Response
- From E-Mail
- E-Mail Subject
- E-Mail Body
Additionally, we also need to use the “Text Parser” tool in order to extract the following from the “From E-Mail”
- Sender Name
- Sender E-Mail
- Sender Name
- From Name
This web service returns two values:
Additionally, the web service requires custom headers which have been amended using the tool
- XML to Recordset (HTML Tool only recognises recordsets)
- HTML (To build up an email)
- Outbound SMTP
Below you can see an inbound email from a used. As you can see, the email contains both a subject and a request for the support helpdesk. In my VM, the “From” name is “James – Demonstration”, as I use the VM for testing and demonstration purposes.
Source Task and Installation
Below is the download link for the example, plus also the web service connector. In order to install the task, the install needs to be done in the following order:
- Import Web Services Connector
- Import Task
This task has been provided for humour/educational use only.