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Approvals for Salesforce

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Approvals for Salesforce

Configuring Settings

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Configuring Email Templates

For a process with header and child process steps, use the Conga Approval email templates. Notification templates are used to create the notifications sent to approvers to alert them to pending approvals and to allow them to approve or decline a request without logging in to Salesforce.

The following approval email notification templates are available as a part of the standard Approvals Management package. These generic email notification templates can be used without any changes for approvals on any standard or custom objects. However, these notification templates can be customized. Clone these templates to customize your own template.

To view the quote header name in the My Approvals page, change your existing process definitions or custom config settings to use the new templates provided with this release. If you have already customized an email template to use with CPQ cart approvals, you must include the MyCartApprovalsEmail class inside your custom Visualforce template to launch the My Approvals page that shows the quote ID and name fields.

Table 1. Visualforce Email Templates

Sample

Description

My Approvals Notification (Assignment)

Use this template to notify users they must decide on an approval request.

My Approvals Notification (Reassignment)

Use this template to notify users that an approval request task initially assigned to them has been reassigned to someone else.

My Approvals Notification (Escalation)

Use this template for auto-escalation. Configuration is required to activate this feature.

My Approvals Notification (Cancellation)

Use this template to notify users that an approval request has been cancelled.

My Approvals Notification (Notify Only)

Use this template to notify users only.

My Approvals Notification (Reminder)

Use this template to define automatic reminders of approvals awaiting action.

Approval Email Notification Templates

The following approval email notification templates are available as a part of the standard Approvals Management package. These are generic email notification templates that can be used for approvals on any standard or custom objects without any change. However, these notification templates can be customized as needed. Clone these templates if you want to customize your own template.

Sample

Component Type

Description

My Approvals Notification (Assignment)

Visualforce Email Template

This template is used to notify users they must decide on an approval request.

My Approvals Notification (Reassignment)

Visualforce Email Template

This template is used to notify users that an approval request task initially assigned to them has been reassigned to someone else.

My Approvals Notification (Escalation)

Visualforce Email Template

This template is used for auto-escalation. Configuration is required to activate this feature.

My Approvals Notification (Cancellation)

Visualforce Email Template

This template is used to notify users that an approval request has been cancelled.

My Approvals Notification (Notify Only)

Visualforce Email Template

This template is used to notify users only.

My Approvals Notification (Reminder)

Visualforce Email Template

This template is used to send reminder emails.

APTS_ApprovalConfig

The following example shows APTS_ApprovalConfig with template overrides for each template type and for some of the objects that can be associated with Intelligent Approvals: opportunities, agreements' term exceptions, quote/proposals, and quote line items.

The numbers indicate how the templates in APTS_ApprovalConfig map to the fields used to select the templates when creating your intelligent approval process.



Email Sender Name and Email Address

You can choose to display the sender's name in the From field when Approval emails are sent. These emails can also indicate whether the emails are sent by an Approver, Requester, or Submitter in the From field. You can configure these settings from the Approval System Properties > Email Sender Display Name field. For more information, see Approval System Properties. If this setting is not configured, the name of the requester for agreements becomes the default, otherwise, it defaults to the name of the submitter.

Value

Description

Approver

This value comes from the last person in the chain of approval requests to approve the request. For the initial approval request email - before anyone has actually approved it - the submitter is used.

Requester

This value comes from the Agreement record that is submitted for approval. For example: Requester is only valid for agreements and agreement term exceptions.

Submitter

This value comes from the user who clicks Submit in the Approvals related list for the object record that is being approved.

Email Address

The email address used to send the approval request is selected as follows:

  • When an email request is approved from the Salesforce UI, the first approver receives the approver email from the email address of the submitter. All subsequent email approval requests are sent using the email address of the previous approver. For example, the second approval request email is sent using the email address of the first approver, and the third approval request is sent using the email address of the second approver.

  • When the approval request is approved by email, all subsequent approval request emails are sent using the email address of the context user.

Email Approval System Properties Settings

To enable approval requests to be decided via email, you must configure an email service and the approval system properties settings for emails .

Typically an approval request is sent to the designated assignee, who can access Salesforce to see more details and approve the request; however, by ensuring these settings are configured correctly, an assignee can indicate their decision and progress the approval by simply replying to the request email.

To configure email service

  1. Go to Build > Develop > Email Services and click New Email Service.
  2. For Email Service Name, enter ApprovalReplyService, and for Apex Class, select ApprovalEmailHandler.
  3. Select Active and enter an admin-level user's email address in Route Error Emails to This Email Address.
    The remaining settings are not required.
  4. Click Save and New Email Address and then enter ApprovalReplyService for the email address.
  5. Select Active, select a context user, and click Save.
    The email address is automatically generated for your Salesforce org, apart from the text that you entered in Step 4. For more details, see Salesforce Help.
This email service can now be used to ensure approval request emails are handled as expected.

To set the email system properties

Your email service is configured such that you can enter the address in step 2 below.
  1. Go to Build > Develop > Custom Settings and click Manage for Approvals System Properties.
  2. Click Edit and ensure the email approval service address is the one the system automatically generated when you configured the email service.
  3. Select the Enable Email Approval Response checkbox and click Save.
  4. To enable approval email response, follow the steps at Enable Email Approval Response.
    Tip:

    The queue email address cannot be used for notifications. If the queue's "Send Email to Members" box is unchecked, the current user's email (not the queue email address) will be used for notifications. This is due to Salesforce limitations that we cannot bypass.

When someone replies to an approval request via email, the address their email is sent to is the one set in the Email Approval Service Address field. Selecting Enable Email Approval Response means they can respond to an approval request with Approve, Approved, Yes, Reject, Rejected, or No without logging into Salesforce.

Bounce-back Emails

If you make a spelling mistake when replying to an approval request email the system can send you a "bounce back" email to inform you an error has occurred. As long as the previous tasks have been completed for the email service and email system properties, this will occur automatically.

When you reply to an approval request email by typing in one of the supported words (Approve, Approved, Yes, Reject, Rejected, No), the approval request status will be updated accordingly in the system. If you make a typo when you do this, no update can be made. This feature enables you to be informed of the mistake and make the necessary correction to ensure the approval process progresses as intended.The email will be sent to the approver who made the mistake only.If you do not want to use the default text for the email, you can use Salesforce Translation Workbench functionality to customize the text. A custom label is used to provide the content for the body of the email and you can use translation text to override this.

To customize bounce-back email text

Your org's Translation Workbench is enabled.

  1. Go to Build > Create > Custom Labels and selectBounceBackEmailBody.
  2. Click New Local Translations / Overrides to display the New Translation page.
  3. Select the Language and enter the text you want included in the email and click Save

The next time a bounce-back email is sent, the body of the email will use the content in the Translation Text field for the corresponding language.

You can edit the text as required and also add different versions for multiple languages.

Configuring Custom Labels for Email Templates

To ensure that emails are sent to the correct address, you must configure a custom label used by the emails. Each email template references the same label, so you only need to configure the one custom label as it affects each template.


You must have already configured your email service.

  1. From Setup, go to Develop > Email Services and click the ApprovalReplyService email service name.
  2. Copy the system-generated email address.


  3. From Setup, go to Create > Custom Labels and select ApttusEmailServiceAddress.
  4. Click New Local Translations / Overrides to display the Translation Edit page.
  5. The Master Label Information section displays default text that points to a dummy email service that you cannot use with your org.


  6. In the Translation Information section, select English from the Language list and paste the email address copied in Step 2 into the Translation Text field.
  7. Click Save.

The label is now updated with the email address for your org.

When consolidated approval emails are next sent, they will be routed to the correct users.

Administrator Guide
Salesforce
Approvals

December 19, 2024