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What it Does

The services you design and deliver almost certainly send out emails and SMS messages to users and staff members. The Communication Template Manager (CTM) lets you manage the content of emails and SMS messages from a central store, rather than having to edit individual workflow models and End Points.

Without the CTM

If you've used the process modeller, you'll be familiar with the mail task.

Mail task

The body text of an email can be set using the HTML property, which might look something like:

<h2>Your enquiry</h2>
<p>A customer service agent has responded to your enquiry:</p>
<p>Please log in to the self service portal for more information.</p>

To change the content of the message you'll need to edit and redeploy the workflow model.

But what happens if the users who want to change the email don't have access to the process modeller? What if the model is part of a service you've purchased from us at GOSS, and we release an updated version?

With the CTM

If you are using the CTM, there's no need to edit workflow models directly. Instead, an End Point task requests a template, which is then used in the mail task.

End Point and Mail Tasks

A request to the CTM includes the application name, the template you need (ie the type of message you want to send), the "variation" of the template (whether it's going to a logged in user, anonymous user etc), and the language version.

Templates are managed using a form, often made available in iCM from a desktop shortcut:

Template Body

Now you can change the messages sent by your services without having to edit and redeploy workflow models.

Last modified on March 14, 2022

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