> For the complete documentation index, see [llms.txt](https://help.smartico.ai/welcome/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.smartico.ai/welcome/products/crm-automation/activities-of-flows/activity-mail-to-team-and-slack-message.md). # Activity: Mail to team and Slack message The **Mail to Risk Team**, **Mail to Customer Support** and **Slack message** activities tell your own team about a player. They do not send anything to the player. Use them when a player does something your team must check, for example a large withdrawal in a short time. All three activities are in the **Actions** group of the flow builder palette. You can also use them in [automation rules](/welcome/products/crm-automation/automation-rules.md) and as rewards of [missions](/welcome/products/gamification-basics/missions.md) and [badges](/welcome/products/gamification-basics/badges.md). In those lists the two mail activities are called **Send mail to Risk Team** and **Send mail to Customer Support**. ## Settings ### Mail to Risk Team and Mail to Customer Support Both mail activities have the same fields. **Mail to Customer Support** has one more field. * **Provider** (required) — the mail gateway that sends the mail. The list shows the mail gateways of your label. **Automatic selection (multi-brand setup)** is not offered here. * **Mail resource** (required) — the mail template to send. You can pick a template with the status Active or Draft. Create the template in **Assets** → **Email**. * **Send email from** (required) — the sender address. The options come from the configuration of the selected gateway. * **Send email to** (required) — despite its name, this is the **Reply-To** address of the mail, not the recipient. The options come from the "Reply to" list of the selected gateway. The recipients are always taken from **Label settings** (see below). * **Send mail to customer support** (only in **Mail to Customer Support**) — pick one or more addresses from the **Support team email(s) for the "Mail to support" step** setting. If you leave it empty, the mail goes to all addresses of the setting. * **Note** and **Funnel ID** (flow builder only) — the same common fields as in every activity. Where the mail goes: | Activity | Recipients | Label setting | | ---------------------------- | ------------------------------------------------------------------------- | -------------------------------------------------------- | | **Mail to Risk Team** | Every address in the setting | **Risk team email for the "Mail to risk" step** | | **Mail to Customer Support** | The addresses you picked in the activity, or every address in the setting | **Support team email(s) for the "Mail to support" step** | Both settings hold Smartico addresses until you change them ( and ). Set your own team's addresses before you use these activities. You can put several addresses in a setting, separated by commas. Ask your Success manager if you cannot see or change the settings. ### Slack message * **Channel** — the Slack channel name. It is sent to Slack together with the message. * **Webhook URL** — a Slack incoming-webhook URL for this step only. Leave it empty to use the label setting. * **Slack message** (required) — the text of the message. You can use tags such as `{{state.user_ext_id}}` in it. * **Note** and **Funnel ID** (flow builder only). Smartico picks the Slack webhook in this order: 1. The **Webhook URL** of the activity. 2. The **Slack webhook URL for the "Slack" campaign step** setting in **Label settings**. A brand can have its own value. 3. The system default. It posts to a Smartico Slack channel, not to yours, so set your own webhook.

Mail to Customer Support: 1 — Provider; 2 — Mail resource; 3 — Send email from; 4 — Send email to, used as the Reply-To address; 5 — the support addresses to send to

## Outgoing connections The picture shows the three steps side by side:
Outgoing connections

Outgoing connections of Mail to Risk Team, Mail to Customer Support and Slack message in a flow. The numbers match the table below.

| # | Connection | When the player goes this way | | - | ------------------------------ | --------------------------------------------------------------------------------------------------------------- | | 1 | **Mail to Risk Team** | No outgoing connection: nothing can be attached after it. | | 2 | **Mail to Customer Support** | No outgoing connection: nothing can be attached after it. | | 3 | **Then (after Slack message)** | Before the Slack message is sent. The flow does not wait for Slack, and a failed post does not stop the player. | ## How it works * **The mail.** Smartico takes the subject and the body of the mail template and fills in the tags for the player who reached the step: player properties (`{{state.…}}`) and data of the event that started the flow (`{{event.…}}`). Your team gets one mail per address. * **No player checks.** The mail goes to your team, so the player's email opt-out, the communication caps and the mail sending hours do not apply. * **Stopped campaigns.** If the player's campaign was stopped before the step ran, no mail is sent. * **Links in the mail.** When someone in your team clicks a link in the mail, the player's email status does not change to verified. The click is still recorded as a link click of the player. * **The Slack message.** Smartico fills in the tags, then posts the text and the channel name to the webhook. It waits up to 3 seconds for a reply. The post counts as sent only when Slack replies `ok`. ## Example You want your risk team to check every large withdrawal. 1. Create a mail template in **Assets** → **Email**. In the body, add the tags your team needs, for example `{{state.user_ext_id}}`. 2. Create a real-time campaign that starts on the withdrawal event, with a condition on the amount. 3. Add **Slack message** with a short text such as `Large withdrawal: {{state.user_ext_id}}`, so the team sees it in Slack at once. 4. Connect **Mail to Risk Team** to the **Then** branch of the Slack step, and pick the provider and the template. The mail step is the last step of this branch. ## FAQ **Q: Why did the mail not reach my team?** A: Check the **Risk team email for the "Mail to risk" step** or **Support team email(s) for the "Mail to support" step** setting first. Until you change it, it holds a Smartico address, so the mail goes to Smartico and not to your team. **Q: Can I continue the flow after a Mail to Risk Team step?** A: No. The mail activities have no branches. Put the mail activity at the end of a branch, and place the other steps before it. **Q: My Slack messages do not appear in my channel. Why?** A: If neither the activity nor the label setting has a webhook URL, the message goes to Smartico's default Slack channel. Set the **Slack webhook URL for the "Slack" campaign step** setting, or the **Webhook URL** field of the activity. **Q: Can I send the mail to an address that is not in Label settings?** A: No. The recipients come only from the two label settings. The **Send email to** field only sets the Reply-To address. ## Related * [Activities of Flows](/welcome/products/crm-automation/activities-of-flows.md) * [Automation Rules](/welcome/products/crm-automation/automation-rules.md) * [Tags, properties, and event data in the communication resources](/welcome/products/crm-automation/communication-channels/tags-properties-and-event-data-in-the-communication-resources.md) * [Email Gateways Guide](/welcome/products/tools-and-guides/email-gateways-guide.md) * [Activity: WebHook](/welcome/products/crm-automation/activities-of-flows/activity-webhook.md) — to call your own system instead of sending a mail --- # Agent Instructions This documentation is published with GitBook. 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