Creating and Modifying Email Notifications and Confirmations for Online Case Management Forms
Overview
Understand the message types
· Internal Notification: alerts staff that an online form was submitted.
· External Confirmation: acknowledges a submission to the person completing the form.
· Thank you message: appears on screen after submission; it is separate from an email confirmation.
1. Find and open the online form
In Online Forms, locate the form you want to modify. In the example shown, (1) identifies the form and (2) identifies its edit control. Select the edit control to open its configuration.
2. Create or modify an internal notification template
Open the Email Template Editor. To modify an existing template, select it; otherwise create a new template. Then follow the numbered controls shown below:
1. Enter a clear Template Name, such as “New Intake Submission Notification”.
2. Select Internal Notification in Template Subtype.
3. Edit the Body. Use Mail Merge Codes to insert submission details.
4. Select Save Template after reviewing the preview.
Customize the message
You can add a logo, salutation, body text, signature, and optional call-to-action. The formatting toolbar supports links and text styling. The preview helps you check the message before saving.
Select Mail Merge Codes from the editor to insert available fields. Examples shown in the recording include <<form_name>>, <<current_date>>, <<contact_id>>, and <<contact_full_name>>. Choose codes from the menu rather than typing form-specific identifiers manually.
3. Create or modify an external confirmation template
Return to the Email Template Editor and select or create the confirmation template. Follow the highlighted controls:
1. Choose External Confirmation as the Template Subtype. Enter a clear Template Name, such as “Intake Form Confirmation”.
2. Write the acknowledgement in the Body and insert any appropriate mail merge codes.
3. Check the preview and save the template.
Screenshot 3. External Confirmation subtype and message body.
Example wording: “Thank you for submitting your form. We have received your information and will contact you if further details are needed.”
4. Assign the templates to the form
Return to the online form configuration. Open Settings and locate the notification and confirmation options. Select the saved template for each type of email and review recipient settings, then save the form. Creating a template alone does not assign it to a form.
5. Configure the on-screen thank-you message
Within the form settings, enter the message displayed immediately after a successful submission. In Screenshot 4, (1) identifies Settings, (2) identifies the Thank you message area, and (3) identifies Save. If supported and preferred, configure a redirect instead.
Example: “Thank you! Your form has been submitted successfully.”
6. Save and test before sharing
Preview or open the form and submit a test entry. Confirm that the on-screen thank-you message or redirect works, that staff receive the internal notification, and that the submitter receives the external confirmation (when configured). Check mail merge values, links, and formatting.
Troubleshooting
- No email received: check the assigned template, recipient settings, and junk/spam folders.
- Wrong message sent: confirm the correct template is selected for that form.
- Mail merge codes appear as text: reinsert the codes from Mail Merge Codes and ensure the corresponding fields have values.
- Thank-you message does not appear: review the
form’s thank-you and redirect settings.
Tip: Use Send Test Email in the template editor, when
available, and also complete a full form submission test.