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Valued Contributor
Valued Contributor

Email Templates | Sent by details

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I'd like to make the Escalate feature in our community provide more detail so I've been playing around with Email template context options, and the Escalated thread template but I'm running into trouble. 

The default template is great but I'd like to include the account name, and email address of the user that clicked the Escalate button. 

For example, if Jim clicks the escalate button, I would like the email that is routed to CRM to include at the top 'Escalated by: Jim (jims@email.address). 

Is this possible?

Thanks! 

 





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Lithium Guru
Lithium Guru

Re: Email Templates | Sent by details

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In the documentation you linked there is a handy section "Context objects grouped by email template" towards the end which tells you which objects are populated per context. Since the escalation feature was initially built for an agent use case I think you have to use agentComments.agent.login to obtain the name. Not sure if agentComments.agent.email will also return the email address though.

Alternatively did you try supportAgent.login ?


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Valued Contributor
Valued Contributor

Re: Email Templates | Sent by details

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${agentComments.agent.email} did the trick, thanks @ClaudiusH!





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