Table of Contents

Email Categories: Overview & Use Cases

Morgan Wynnes Updated by Morgan Wynnes

Email categories are used to ensure the appropriate account contacts are notified when sending out triggered emails from your Sonar instance. The way email categories function is by first being assigned to both triggered emails and account contacts; when the triggered email is sent out, it will only be received by account contacts who have been assigned the same email category as the triggered email.

By default, two email categories will exist in your Sonar instance: Financial and General.

For example, a 'Financial' email category would be used to ensure that any emails related to payments (i.e. when a payment is refunded, when an automatic payment fails, or when an invoice is due) are received by the contact responsible for the account's financial matters.

To learn more about triggered emails, take a look at the Triggered Emails: Setup document here.

Creating an Email Category

To create an email category:

  1. Navigate to Settings > Communication > Email Categories
  2. Click "Create Email Category"
  3. Fill out the fields within the Create Email Category window that appears (expand the section below for an explanation of the fields seen here)
    Click here for an overview of the fields within the Create Email Category window
    Name: The name of the email category. Before creating email categories, you should have a relative idea of all the categories you plan on creating within your instance, based on the types of triggered emails you plan on sending out. This will help to ensure that the categories accurately align with the type of emails you will be sending and the type of contacts that will be receiving them.

    Default:
    When this is checked, the email category will be automatically applied to any new contacts that are created. When creating a contact, the email category will be prepopulated in the Email Categories field of the Create Contact window, but can be removed, if needed.

    Apply To Existing Contacts: If this is checked and "Default" is also checked, the email category will automatically be applied to all existing contacts, in addition to being automatically applied to all newly created contacts. If needed, the email category can be removed from existing contacts by navigating to the Contacts tab of the associated account and clicking the "Edit" button next to the appropriate contact. From the Edit Contact window that appears, the email category can be removed by clicking the 'x'.

  4. Click "Create" - the email category will now appear in the table and can be edited or deleted through the "Edit" and downward arrow buttons to the right.
  5. Now that the email category is created, you'll need to apply it to your appropriate triggered emails and account contacts. Steps on how to do each of these are provided below.

Applying Email Categories to Triggered Emails

Email categories can be applied from the Triggered Emails screen in two different methods, both of which are listed below - click "Details" to see more information.

  1. During the triggered email creation process
    Details
    The below steps assume familiarity with the creation process for triggered emails. If you are unfamiliar with this process, please refer to the Triggered Emails: Setup article here.

    1. Once you have completed the email message setup, navigate to Settings > Communication > Triggered Emails
    2. Click "Create Triggered Email"
    3. From the Create Triggered Email window, select the desired email category from the "Email Categories" list
    4. Complete the remaining required fields and click "Create"
  2. Editing the triggered email, after it has already been created
    Details
    1. Navigate to Settings > Communication > Triggered Emails
    2.
    Click "Edit" for the triggered email you wish to modify
    3.
    From the Edit Triggered Email window, select the desired email category from the "Email Categories" list
    4.
    Click "Save"

Once you have applied the email category to the triggered email, the category will be visible from the Email Categories column.

Applying Email Categories to Account Contacts

Email categories can be applied to contacts in few different ways, both of which are described below - click "Details" to see more information.

  1. During the account creation process, when completing the Primary Contact information
    Details
    1. Navigate to the Accounts screen
    2. Click "Create Account"
    3. When completing the information for the Primary Contact (2nd step in Create Account window), select the desired email categories from the "Email Categories" list
    4. Complete the rest of the required information and click "Create"
  2. When creating a new account contact, from within the Contacts tab of an account
    Details
    1. Navigate to the appropriate account
    2. Click into the Contacts tab
    3. Click "Create"
    4. Select the email categories from the "Email Categories" list
    5. Complete the rest of the required fields and click "Create"
  3. From the Contacts tab of an account, by editing the contact
    Details
    1. Navigate to the appropriate account
    2. Click into the Contacts tab
    3. Click "Edit" next to the appropriate contact
    4. Select the email categories from the "Email Categories" list
    5. Click "Save"

Example Use Cases

Below are some commonly used email categories, along with a description of their use:

Email Category

Use Case

General

The general email category typically exists to catch most triggered emails that don’t fall into specific categories.

Financial

Financial emails involve payment – typically used for invoicing and for notifying customers when payment is due, overdue, or failed.

Outage Notifications

This email category is commonly used to notify individuals of upcoming maintenance to their network connection, and/or for notifying customers of outages caused by external factors as well.

Promotional

Promotional can be used for contacting the customer(s) with details about the latest pricing promotions, events, or limited time offers.

Service Related

The service related email category might be used for notifying customers of their usage stats as a warning, when a service call is scheduled, or when a service is added to the account or modified.

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Email Messages: Example Content

Email Variables & Conditions

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