Include two Merge Fields in Email Template? [ Edited ]

[MATTYBME]

Sometimes our Auto-Response Email Template does not populate the {!Case.SuppliedName} when sent to the Customer. Is there a way to specify that if it does not see the Web Name ( the {!Case.SuppliedName}) to input the {!Case.Contact}?

Something like:  Dear {!Case.SuppliedName}{!Case.Contact},

Message Edited by MATTYBME on 07-20-2009 08:58 AM

[Mark Silber]

You can use {!NullValue(!Case.SuppliedName, !Case.Contact)}, although that still wouldn't give you 100% accuracy since it's possible an email was received from someone who isn't a Contact and where their email system didn't provide a Supplied Name.

I'm not completely sure about the syntax for the merge field formula above, but it should give you a good start.

[MATTYBME]

Interestingly when I just placed these two merge fields together {!Case.SuppliedName}{!Case.Contact} it was automatically reformatted and saved as {!NullValue(!Case.SuppliedName, !Case.Contact)}.

[Mark Silber]

That's good to know. As a different approach, you could always build a formula field on the Case object that does the logic to return either the Contact Name or Supplied Email address or nothing if neither one is populated.