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Status Unreviewed
Categories Learner Experience
Created by Guest
Created on Apr 28, 2022

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Different Message Templates by Department

Specifically, we would like our password change email to be specific to a department. Currently our external and internal users receive the same custom template which causes confusion. We currently have to have the template set up for external users and have received confused questions from internal employees. Many are confusing the system generated emails as phishing emails.


Overall, it would be nice to have the option to differentiate templates between different departments.

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  • Guest
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    |     Oct 17, 2022

    This is also a strong requirement for us.

    Use case 1: We have departments for internal staff and external customers who are companies. Each company has their own logo and they expect their staff to receive emails with those logos. Each company has their own style guide and expects the emails to match this - for their employees, they should not realise they are getting emails from another company, it should be a seamless experience.

    Use case 2: Company A connects to Absorb via SSO. Company B does not use SSO - their users have a username and password. When a new user is created, those in company A should not receive an email with a username and password as they should always connect via SSO. A new user in company B does require this email.

    Here are the example user stories:

    1. I am a user from company A. I connect to Absorb using SSO. I received an email with a username and password. This confused me as I don't know where I need to enter it.

    2. I am a user from company B. I received an email with a logo I didn't recognize. I thought the email was spam and blocked the sender.

    3. I am the CEO of company A. I need to ensure my company maintains a consistent branding. It is not acceptable for my staff to be receiving emails that are not displaying the correct logo or written according to our style guide.

    4. I am the Head of Training at the company implementing the LMS. I was told that we could have unique branding for each of our customers. I passed this information to our customers so they now expect this. As I cannot have different emails for each department, I cannot meet these expectations.