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Migration to Email Integration

With the release of the new Email integration some users decide to migrate to this new and more powerful product. To ease this migration you will find some configuration and settings available to make this process more user friendly.

Putting Communication Flow into Read Only Mode

From version 4.5.0 of Communication Flow admins can now configure the Communication Flow tab to be put into a read only mode, meaning that you can read earlier messages, but it is no longer possible to send new messages. This can be used when you do a gradual migration to the new Email Integration, where you from a certain date handle old tickets using Communication Flow, whilst new tickets created from a certain date use the new Email integration.

image

Configuration for Read Only Mode

To configure read only mode navigate to Lime Admin -> Settings -> Communication Flow. image

  • Read-only after - Configure from what date the Composer should be set to read only mode. This is based on the CreatedTimeof the limeobject.
  • Read-only Heading - What should the Heading of the callout say
  • Read-only Body - What should the body of the message say. Here you can add things such as customer specific instructions.

Activity Item for Historical Communication

Once a migration has been performed from Communication Flow it will be neccesary to clean away unused limepkg-communication-flow as well as limepkg-ms-inboxfrom the solution repository, as well as removing the Communication Flow tab from the helpdesk view configuration.

To ensure that historical communication from Communication Flow is still accessible even though the tab has been removed you can configure Activity items for the underlying objects Communication flow has created.

image This will show Incoming (Customer), Auto Replies and Outgoing messages (Agent). Together with automatic History notes related to Communication Flow, this can be a suffiecent archive on older tickets.

Activity Item Configuration

For the limetype sys_communication add this Activity Item configuration: 

{
    "isDefault": false,
    "basics": {
        "sortProperty": "createdtime",
        "ui": "emphasized"
    },
    "header": {
        "author": "createduser",
        "heading": "{sys_follower.person}{sys_follower.coworker}{sys_follower.name} ({sys_follower.role})"
    },
    "content": {
        "body": "body"
    },
    "relations": {
        "relatedObjects": []
    }
}

Then add sys_communication as a Activity Item on your Ticket (helpdesk) limetype: image