Creating ‘Inquiry-handling system’ for Free ; Advanced series 3

No email software required! Let's make it sending a reply email automatically!

Hi, there!

In the series of “Creating ‘Inquiry-handling system’ for Free” so far, we have advanced to the point where we create a mechanism that the help desk staff can consult (escalation) with other departments (specialized department) about the received inquiries.


In this article, we are going to add a function to automatically send a reply email to the person who made inquiry when you input answer text to the inquiry on “Inquiry-handling system”.


Advantages of automatically sending answer email


There are advantages as the following when answer emails are automatically sent from “inquiry-handling system”,

  • Reduce the time and effort of creating reply email
  • Prevent erroneous transmission


I suppose that it is no need to explain about the former, ‘Reduce the time and effort of creating reply email’. It will reduce the task of launching the email client and sending a reply email.


So, what does it mean “Prevent erroneous transmission”?

When sending an answer email, you launch the email client and enter appropriate values in “To”, “Subject”, “Body”. When copying the values of these items from the value entered in the Inquiry-handling system, there is a possibility of input mistake. Since a mistake is never allowed to make in inputting the “To”, “Subject”, “Body”, I’d like to eliminate working of “copy by human”.


By sending answer email automatically from the inquiry-handling system, there will no erroneous transmission occurring since there is no working of “copy by human



Procedure of constructing a mechanism for automatically sending answer email


We are going to add a function of automatically sending answer emails onto the App which you have created at Creating ‘Inquiry-handling system’ for Free ; Advanced series 2.. You log in to Questetra BPM Suite and get ready to edit the App created in “Creating ‘Inquiry-handling system’ for Free ; Advanced series 2”.


The procedure for adding this mechanism is as follows.

  1. Addition of a Data Item indicating whether to send email or not
  2. Placement and setting up of parts to send email
  3. Setting up of Split condition for emails to be sent and to be not


Addition of a Data Item indicating whether to send email or not


We are going to add a Data Item to decide whether to automatically send a reply email from the inquiry-handling system.


Add a Select type Data Item and name it as “Reply email auto-send”. In addition, choose Checkbox for Select type, and set it up to be able to put a check on “Send” in the item when you want automatic transmission.



Since ” Reply email auto-send” is used only at the “Answer” Step, so data editing permission setting is “Editable” in the “Answer” Step and “no display” in the Step of “Advice / Review”.



Placement and setting up of parts to send email


Next, we are going to place the necessary parts on the flow diagram. Eventually, we place a Throwing Message Intermediate Event (email) and so on, as shown in the following figure.



Add three parts and connect them with arrows, as shown in the figure. The parts to be placed are, from the left to right, “Exclusive Gateway (XOR)”, “Throwing Message Intermediate Event (email)”, “Join Gateway”.


Regarding the setting of “Exclusive Gateway (XOR)” is explained in the next section. In this example, it joins the flows that have been splitted by “Exclusive Gateway (XOR)”, once again.


Now, let’s set up the “Reply email”, a Throwing Message Intermediate Event (email). Double click on the icon to open the property screen and make the settings on it.
* Please refer also to “Auto Sending of Email with Business data Inserted”” for “Throwing Message Intermediate Event (email)”.



Set “To”, “Subject”, “Body” as shown in this figure. The portion displayed in the form of $ {[data item name: number]}, i.e. $ {[email address: 6]}, will be replaced with the value entered in the Data Item. Please be aware as Data Item names and numbers differ according to your environment.


As in the figure, the last half of “Body” is hidden, so I will describe the entire example below.


Help desk, Example, Inc.

Dear, Mr./Ms. ${[Name of contact person:1]}

Thank you for contacting us.
Our answer to your inquiry is as follows.


${[Answer (Correspondence result):5]}

<Information regarding your Inquiry>

・Your name:${[Name of contact person:1]}
・Content of your inquiry
${[Contents of inquiry:0]}
・Phone number:${[Phone number (Destination of reply):2]}
・Email address:${[Email address:6]}
・File:${[Reference File:4]}

Help Desk
Example, Inc.


An answer text written in ${[answer(correspondence result):5]} is automatically inserted in the email.

Setting up of Split condition for emails to be sent and to be not


Assuming that there is a case where you want to automatically send a reply email and a case where it is not so, only when “Send” is checked in the Data Item “Answer email Auto-send” in the “Answer” step, it will send a reply email.



“Exclusive Gateway (XOR)” is to branch a flow, and it controls the flow to which path to go according with conditions setting in advance. The setting is done in the property screen displayed by double clicking on the icon of “Exclusive Gateway (XOR)”.
* Please refer also to “Looping Structure”, a tour page.



Set “Name”, “Conditional Expression”, and “Destination”, as highlighted in pink in the above figure. See the figure below for setting of conditional expressions. To open a screen as below, click on the column of “Conditional Expression” in the above figure.



Select the condition which its Name has set as “Send”, make the settings as above figure, and set its “Destination” as “Reply email”.


Operation check


This is the end of the series of setup. After you finish these setups, “Save” the App, “Close” the Editor and “Release” the App. Now, let’s Start this Inquiry-handling Process, actually.


At the Step of [Answer], put a check on the Data Item of [Auto-send of reply email] and then click on the Finish button. Then confirm if a reply email is actually sent.




With these settings, the system becomes capable of sending reply to an inquiry automatically by email. It is becoming a quite highly functional “inquiry-handling system”, isn’t it?


Next time, although it will be relating again with emails, I am going to introduce a method of how to accepting inquiry by emails.


That’s it, for today!



About YAHAGI Hajime

幸せを生み出すITを追求するクエステトラの一味です。 国産の BPM ソフト Questetra BPM Suite で日本・世界を幸せにしたい。
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