Email Tab

iPad

The Email tab provides a centralized location where users can easily access Approved Email functionality. The Email tab is accessed from the CRM menu and includes folders for Draft, Scheduled, and Sent emails.

For example, Sarah Jones begins composing an Approved Email to Dr. Clinton Ackerman. She enters a detailed response in the Free Text field of the email. To verify the accuracy of information in her response, she saves the email as a draft and navigates to Dr. Ackerman’s account. After verifying the information from the account, she accesses the saved draft, finishes editing her response, and sends the finalized email to Dr. Ackerman. She navigates to the Sent folder, where she sees the sent email to Dr. Ackerman and other emails she has sent.

Prerequisites

Ensure Approved Email is configured.

Configuring the Email Tab

To enable the Email Tab and default Sent folder for end users:

Verify users have CRU access to the Sent_Email_vod object.
Add Email to the Veeva Message if the TAB_NAV_DISPLAY Veeva Message is populated. This is necessary to display the icon for the Email tab.

By default, the email folders display emails sent within the last 90 days. Admins can adjust this range by changing the WHERE clause of the Sent_Email_vod VMOC, but this may result in longer sync times.

To enable Drafts and display the folder for end users:

Populate the ENABLE_DRAFTS_FOLDER Approved Email Custom Setting with a value of 1.
Verify the Restrict picklist to values defined in the value set check box on the Status_vod field on the Sent Email object is deselected. If it is selected, Draft_vod and Discarded_vod must be added as an available picklist value for Status_vod on all Sent_Email_vod object record types.

To enable the Scheduled folder and functionality for end users:

Verify users have FLS Edit permission to the Scheduled_Send_Datetime_vod field on the Sent_Email_vod object.
Verify that the Restrict picklist to values defined in the value set check box on the Status_vod field on the Sent Email object is deselected. If it is selected, Discarded_vod must be added as an available picklist value for Status_vod on all Sent_Email_vod object record types.

Using the Email Tab

All Approved Emails display in the Email tab, except emails for:

Consent capture receipts
Signature transaction receipts
Consent confirmation
Events management

Viewing Emails

The Email tab displays loading indicators in the List and Preview panes to show that data is still loading. The amount of time the indicator displays depends on how much email data you have.

To view an email, select the row for the email in the side panel. The selected email displays in the Preview window.

The Sent folder displays each individual recipient as a single row in the side panel. The Preview also displays status messages, for example sent email errors. Error messages display for sent emails with Bounced, Failed, and Rejected statuses.

If an email has multiple recipients, the Drafts and Scheduled folders display the recipients as a single row in the side panel. The Scheduled folder also displays the time a message will be sent.

Drafts Folder	Scheduled Folder

If an email has multiple recipients that exceed the width of the list window, the number of recipients displays in place of the truncated list of names. Select the count indicator to view the hidden recipient names. To view how an email displays for a specific recipient, select the recipient's name in the Preview window.

Editing Drafts or Scheduled Emails

Users are prevented from sending a draft or saving edits to a scheduled email if any errors are present. For details, see Composing Approved Emails. Approved Email performs validation of consent/content based on the latest information any time the user accesses an existing email. Within the Send Email screen, alerts continue to display for applicable errors, for example:

Consent
Invalid recipient fields (for example, missing email addresses)
Allowed/restricted products
Restricted words
Required tokens

If a recipient is removed, their respective Sent_Email_vod record is moved to Discarded_vod status. During the sync process, a trigger automatically deletes records found in Discarded_vod status.

To edit a draft or scheduled email:

Select the row for the email in the side panel. The Preview displays on the right.
Select the More Actions button.
Select Edit to open the email within the Send Email screen.
Make the appropriate edits.

To save changes made to a draft:

Select either the Close button or ‘X’ on the individual template tab.
Select Save Draft.

To save changes made to a scheduled email, perform the Slide to Send action.

The Edit option is not available for scheduled emails created before the 22R2 release.

Discarding Drafts or Scheduled Emails

To discard a draft or scheduled email:

Select the row for the email in the side panel. The preview displays.
Select the More Actions button.
Select Discard.
Select Discard to discard the message, or Cancel to retain the message.

Discarding an email moves all recipient Sent_Email_vod records to Discarded_vod Status. During the sync process, a trigger automatically deletes records found in Discarded_vod status.

If a user attempts to sync a change to a scheduled email that was sent Online, they are prevented from making the update and a sync error displays.

The Discard option is not available for scheduled emails created before the 22R2 release.

Displaying Errors for Unavailable Content

When a user no longer has access to the email fragments contained in drafts or scheduled emails, Approved Email displays an alert to notify the user.

For example, Sarah Jones scheduled an email last month but since then, the email fragment for cholecap efficacy expired. After selecting the More Actions button to edit the email, a warning message displays. Sarah selects Ok to display the Send Email screen and can see the fragment no longer displays.

Scenario	Behavior	Alert
Email Template expires and a new version is not available	The preview window displays the Email template expired message. The More Actions button only displays the Discard option; editing is not available.
Email Fragment record expires	After selecting Edit from the More Actions button, the user is alerted that the email fragment is expired. Select OK to display the Send Email screen. The Fragment is removed.
Email fragment record is restricted
User no longer has access to the email template	An Email template unavailable message displays in the Preview window. The More Actions button only displays the Discard option; editing is not available.
User no longer has access to the related entry point record (for example, the Call record)