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Business task - CR Quotes (from Opportunities) are emailed to the prospective customer. The quote is attached as a pdf. After a month, we wanted to send a follow-up email to see if there are any questions or if the quote is “dead”.

Setup - We created an email template for the follow-up which includes the new verbiage as well as the original email verbiage. (Did this so that the new verbiage is at the top of the email rather than the bottom - a known issue in Acumatica.)

Process - The original quote email is opened, select “Forward” (so that the pdf is still attached), select the follow-up email template and click the “Replace Email Contents” box and hit Select.

Problem - The follow-up email is sometimes created, but more often it does not populate. There are no exceptions noted in the trace.

We can’t figure out why the template isn’t working or another way to send the follow-up which includes the pdf.

Below is the template we are using.

Any help or suggestions would be appreciated. Thanks!

Hi @alicezyks51 As shown below, I used the same process mentioned by you, and I was able to forward the original mail and add another email template to the forwarded Email Activity.  Here are some troubleshooting that would help:

  1. Add the from email Account on your template
  2. Try only have simple mail without any logos and review the process. 

 

 

Hi @alicezyks51 You can also try a Business Event to Trigger an email exactly after 31 days to follow-up with prospect. This will automate your process and saves you a lot of time to handle them manually.

Thanks

Hi Chandra,

Thanks for the suggestions.

  • Added “From” email account and email forward process still failed to populate from the template
  • We don’t want to automate as the sales director often adds additional verbiage to the emails and also may delay sending if there’s been recent contact with the customer.

We did find an additional piece of the puzzle, but can’t figure out why it’s happening. Some of the original quote emails are missing the information in the upper right corner tying it to the opportunity, quote, customer, etc. Those emails will fail to forward. I’m guessing that the template is failing on the blank ones since it can’t find the info needed.

 

If the information box is populated, those emails will forward.

What we have been unable to determine is why the box is sometimes blank. Any suggestions would be appreciated. Thanks!

Hi @alicezyks51 were you able to find a solution? Thank you!

Hi @Chris Hackett No, we have no solution at this point. What we have determined is that the box in the email showing the links is blank when one of the customer service representatives prepares a quote from an opportunity and it is populated when the other customer service rep does one. We can’t find anything different that they are doing. If the links are manually added on the details tab of the email (Related Entity Type and Related Entity) then the box is populated and the forward of the email using the template works.

So, the issue is not with the email template, but rather with the Related Entity information not populating for one of the users. I haven’t had a chance to search for similar issues or do further testing.

 

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