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Email Communications

Automated Notifications

📧 Comprehensive email notification system with team-specific alerts, confidentiality controls, and configurable templates for different care scenarios.

🔄 Smart Routing: Automated email notifications with built-in confidentiality controls and team-specific routing based on case types and privacy levels.

🎯 Quick Start​

Email Setup Checklist

✅ Step 1: Configure email templates in Settings dashboard
✅ Step 2: Set up team assignments and distribution lists
✅ Step 3: Configure confidentiality level controls
✅ Step 4: Test automation rules and triggers

📋 Table of Contents​

📊 Overview​

The Email Communications system provides automated notifications for caring cases, team coordination, and organizational communication. The system supports multiple notification types with built-in confidentiality controls and team-specific routing.

✨ Key Features​

  • Trigger-Based: Automatic email sending based on case events
  • Smart Routing: Team-specific distribution based on case types
  • Confidentiality Aware: Privacy level enforcement in email content
  • Template System: 6+ pre-configured email templates

📧 Email Template System​

Template Configuration

Email templates must be properly configured in Salesforce Email Templates and linked through the Settings dashboard.

📋 Pre-Built Templates​

The system includes six primary email templates designed for different notification scenarios:

TemplatePurposeRecipientsConfidentiality
Clergy AlertUrgent pastoral mattersDesignated clergyHigh
Bereavement TeamDeath notificationsBereavement coordinatorsStandard

🏗️ Template Structure​

📝 Template Component Breakdown

Header Information​

  • Template Name: Descriptive identifier for easy selection
  • Target Recipients: Distribution lists and individual assignments
  • Confidentiality Requirements: Privacy level controls
  • Trigger Conditions: When the template should be used

Content Elements​

  • Subject Line: Dynamic with merge fields for context
  • Message Body: Formatted content with case-specific information
  • Contact Information: Relevant contact details for follow-up
  • Action Items: Clear next steps for recipients
  • Footer: Organizational information and disclaimers

Technical Integration​

  • Merge Fields: Case-specific data insertion
  • Conditional Logic: Content varies based on confidentiality
  • Mobile Optimization: Templates display well on mobile devices
  • Accessibility: Screen reader compatible formatting

👥 Team-Specific Alerts​

Team Coordination

Different teams receive different types of notifications based on their roles and responsibilities in caring for members.

🙏 Clergy Alerts​

Immediate notification for urgent pastoral matters requiring clergy attention.

Use Cases:

  • High-priority caring cases requiring immediate attention
  • Emergency pastoral needs outside normal hours
  • Confidential matters requiring clergy oversight
  • Crisis situations needing spiritual leadership

⚰️ Bereavement Team Alerts​

💔 Specialized Death-Related Notifications

Purpose​

Coordinated notifications for death-related cases requiring specialized bereavement support and funeral coordination.

Trigger Conditions​

  • New Bereavement Cases: Automatically triggered when bereavement record type is selected
  • Death Date Updates: When death date information is added or modified
  • Funeral Arrangements: Updates to funeral planning and arrangements
  • Memorial Services: Coordination notifications for memorial events

Content Includes​

  • Deceased Information: Name, age, and basic details
  • Family Contacts: Primary family contact information
  • Funeral Status: Current arrangement status and timeline
  • Team Assignments: Specific bereavement coordinator assignments
  • Action Items: Required follow-up actions and deadlines

Team Coordination​

  • Primary Coordinator: Lead bereavement team member assignment
  • Support Team: Additional team members for comprehensive care
  • Funeral Home Liaison: Coordination with external funeral providers
  • Memorial Planning: Team members responsible for memorial arrangements

👥 Pastoral Care Team Alerts​

🤝 General Team Coordination Notifications

Distribution Logic​

The system routes notifications to appropriate team members based on:

  • Case Assignment: Direct notifications to assigned care coordinators
  • Geographic Areas: Regional team assignments for local cases
  • Specialty Areas: Specific expertise areas (youth, seniors, families)
  • Workload Balancing: Distribution based on current case loads

Notification Types​

  • New Case Assignments: When cases are assigned to team members
  • Status Updates: Progress updates and milestone notifications
  • Team Collaboration: Multi-team coordination requirements
  • Resource Sharing: Information about available resources and referrals

📢 Non-Confidential Alerts​

Public Communications

Broad notifications for cases appropriate for general team awareness and community engagement.

Criteria for Non-Confidential Status:

  • Cases marked explicitly as non-confidential
  • Public celebration announcements (births, weddings, achievements)
  • General team communications and updates
  • Training opportunities and resource announcements

Distribution Scope:

  • All care team members and volunteers
  • Administrative and support staff
  • Leadership team and coordinators
  • Community volunteer networks (where appropriate)

🔒 Confidentiality Management​

Privacy First

All email communications must respect confidentiality levels and privacy requirements. Unauthorized disclosure of confidential information is prohibited.

🔐 Confidentiality Levels​

Restrictions:

  • Clergy and designated leadership only
  • Generic subject lines (no case details)
  • Minimal case information in email body
  • Secure access links for full details

Example Subject: "[Organization] - Pastoral Care Alert"

Content Approach:

  • "A pastoral care matter requires your attention"
  • Link to secure Salesforce record for details
  • Emergency contact information only

📝 Content Control Mechanisms​

🛡️ Automated Privacy Protection

Subject Line Handling​

The system automatically adjusts email subject lines based on confidentiality levels:

// High Confidentiality
Subject: "[Organization] - Pastoral Care Alert"

// Standard Confidentiality  
Subject: "[Organization] - Bereavement - [Family Name]"

// Non-Confidential
Subject: "[Organization] - Celebration - [Event Details]"

Message Body Controls​

  • Sensitive Information Filtering: Automatic removal of confidential details
  • Field-Level Confidentiality: Controls which merge fields appear
  • Recipient-Based Content: Different content for different recipient types
  • Link-Based Access: Secure links for full details when appropriate

Access Validation​

  • Role Verification: System checks recipient roles before sending
  • Permission Validation: Ensures recipients have appropriate case access
  • Audit Logging: Complete tracking of who receives what information
  • Compliance Monitoring: Regular audits of email distribution patterns

⚙️ Setting Up Email Notifications​

Configuration Overview

Email notification setup involves configuring templates, team assignments, and automation rules through the Settings dashboard.

Step 1: 📧 Configure Email Templates​

Navigation Path:

  1. Open Pastoral Care app
  2. Click "Pastoral Care Settings" tab
  3. Open the active settings record
  4. Navigate to "Email Alerts" section

Step 2: 👥 Team Assignment Configuration​

🔧 Detailed Team Setup Process

Clergy Team Setup​

  1. Primary Assignments: Add primary clergy email addresses
  2. Backup Coverage: Configure backup clergy for availability gaps
  3. Notification Preferences: Set up mobile and after-hours notifications
  4. Escalation Rules: Define escalation procedures for urgent matters

Bereavement Team Setup​

  1. Core Team Members: Assign experienced bereavement coordinators
  2. Geographic Responsibilities: Set regional coverage areas
  3. Backup Assignments: Ensure coverage during absences
  4. External Coordination: Configure funeral home and vendor contacts

General Care Team Setup​

  1. Team Member Registry: Add all care team members to distribution
  2. Notification Categories: Define which notifications each member receives
  3. Availability Schedules: Configure notification timing preferences
  4. Role-Based Access: Set appropriate access levels for different roles

Step 3: 🔄 Automation Rules​

⚙️ Workflow and Trigger Configuration

Configure Automation Triggers​

  1. Review Workflow Rules: Ensure automation workflows are active
  2. Set Trigger Conditions: Define when each template should be used
  3. Test Logic: Create test cases to validate automation
  4. Monitor Performance: Track automation effectiveness

Validation Process​

  1. Email Delivery Testing: Send test emails to all teams
  2. Recipient List Verification: Confirm correct distribution
  3. Confidentiality Enforcement: Test privacy controls
  4. Mobile Compatibility: Verify mobile email display

🔧 Managing Email Templates​

Template Maintenance

Regular template updates ensure effective communication and compliance with organizational standards.

📝 Template Customization​

Best Practice Examples:

// Standard Template
"[Organization] - {!Caring_Case__c.Record_Type__c} - {!Contact.Name}"

// Confidential Template  
"[Organization] - Pastoral Care Notification"

// Emergency Template
"URGENT - [Organization] - Pastoral Care Alert"

🧪 Template Testing​

✅ Comprehensive Testing Process

Test Case Development​

  1. Create Test Records: Use test contacts and cases for all record types
  2. Coverage Testing: Test all confidentiality levels and case types
  3. Recipient Testing: Validate delivery to all team types
  4. Mobile Testing: Verify mobile email display and functionality

Merge Field Validation​

  1. Field Resolution: Check that all merge fields resolve correctly
  2. Data Formatting: Verify date, phone, and address formatting
  3. Empty Field Handling: Test behavior with missing data
  4. Relationship Fields: Validate cross-object field resolution

Distribution Testing​

  1. Team Assignments: Send test emails to each team configuration
  2. Timing Validation: Verify delivery timing and automation triggers
  3. Mobile Notifications: Test mobile device notification delivery
  4. Spam Filtering: Ensure emails reach recipients and avoid spam folders

🔍 Troubleshooting​

Systematic Diagnosis

Most email issues can be resolved by checking these common areas systematically.

📨 Email Delivery Issues​

🚨 Issue: Emails not being sent

Diagnostic Checklist:

✅ Workflow Check: Verify workflow rules are active and properly configured
✅ Template Check: Confirm email template exists and is accessible
✅ Recipient Check: Validate email addresses are correct and current
✅ Deliverability Check: Review organization email deliverability settings
✅ Permissions Check: Ensure automated process has send email permissions

Resolution Steps:

  1. Check workflow rule criteria and active status
  2. Validate email template configuration and merge fields
  3. Test with known good email addresses
  4. Review email deliverability logs and bounce reports
⚠️ Issue: Wrong recipients receiving emails

Common Causes & Solutions:

CauseSolutionValidation
Incorrect team assignmentsUpdate Settings dashboard team configurationSend test emails
Wrong confidentiality levelReview case confidentiality settingsCheck workflow criteria
Workflow criteria errorsReview and correct workflow rule logicTest with sample cases
Permission issuesValidate user permissions and role assignmentsCheck with different users

📝 Template Problems​

🔧 Issue: Merge fields not resolving

Resolution Process:

  1. Template Validation:

    • Check field API names are spelled correctly
    • Verify object relationships are properly referenced
    • Ensure merge field syntax follows Salesforce standards

  2. Access Validation:

    • Confirm fields are accessible to template execution user
    • Check field-level security settings
    • Validate custom field permissions

  3. Data Validation:

    • Ensure test records have data in merge field sources
    • Check for null or empty field values
    • Validate relationship field references

🔒 Confidentiality Issues​

🛡️ Issue: Confidential information in wrong emails

Critical Resolution Steps:

  1. Immediate Action:

    • Identify affected recipients and scope of disclosure
    • Contact recipients to request email deletion
    • Document incident for compliance tracking

  2. System Correction:

    • Review and correct confidentiality level settings
    • Update template conditional logic if needed
    • Validate recipient list configurations
    • Test corrected configuration thoroughly

  3. Prevention Measures:

    • Implement additional validation rules
    • Enhance template logic for confidentiality control
    • Provide additional team training on confidentiality
    • Regular audit of email distribution patterns

💡 Best Practices​

📧 Template Management​

Professional Standards

Maintain consistent, professional email communications that reflect organizational values.

Template Maintenance:

  • Document all template changes with dates and reasons
  • Maintain backup copies of working templates
  • Test thoroughly before deploying changes
  • Plan rollback procedures for problematic updates

Change Management:

  • Use staging environment for template testing
  • Coordinate template updates with team training
  • Communicate changes to all affected teams
  • Monitor email effectiveness after changes

👥 Team Communication​

🤝 Effective Team Coordination

Role Clarity​

  • Clear Responsibilities: Define exactly what each team role should do when receiving different types of notifications
  • Escalation Procedures: Document clear steps for escalating issues beyond normal team scope
  • Response Expectations: Establish realistic timeframes for different types of notifications
  • Communication Protocols: Train teams on appropriate response and follow-up procedures

Confidentiality Training​

  • Regular Training Sessions: Conduct periodic training on privacy rules and confidentiality requirements
  • Clear Guidelines: Provide written guidelines for information sharing appropriate to each role
  • Policy Documentation: Maintain up-to-date confidentiality policies accessible to all team members
  • Access Audits: Regularly review and audit who has access to different types of information

🔧 System Maintenance​

⚙️ Ongoing System Health

Regular Review Processes​

  • Monthly Effectiveness Review: Analyze email delivery rates and team response patterns
  • Quarterly Team Assignment Audit: Review and update team member assignments and contact information
  • Annual Policy Review: Comprehensive review of confidentiality policies and procedures
  • Continuous Feedback: Collect and incorporate feedback from teams and recipients

Performance Monitoring​

  • Delivery Rate Tracking: Monitor email delivery success rates and bounce patterns
  • Response Time Analysis: Measure team response times to different types of notifications
  • Engagement Measurement: Track email open rates and response effectiveness
  • Case Resolution Metrics: Analyze how email communications contribute to case resolution

📖 Related Documentation: