Use Gmail to separate a customer and supplier audience
Example: An account owner prepares one email containing customer comments and internal supplier pricing. The recipients include both organizations.
Keep Gmail as the source for its records. A Righthand can use available information for the decision below.
This article is from Righthand. The example and result are illustrative. This guide has no executed integration test.
The customer task
An account owner prepares one email containing customer comments and internal supplier pricing. The recipients include both organizations.
Provider documentation. The documentation gives information about draft creation, replacement, and sending. A draft is an unsent message, and sending produces a sent message.
Make account access explicit
If Gmail is available in Connections, connect the intended account. Give the Righthand access to that connection.
Provider documentation does not establish installed Righthand operations. Examine the connection’s available tools before assigning direct account work.
For direct account work, the connection must have the necessary read or write operation and permission. If that operation is unavailable, supply the information in a message. The owner must make any account change in that case.
Connection Permissions gives information about account access and tool permissions. Give only the access necessary for the identified task.
The request to the Righthand
Read the supplied draft and intended recipients.
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Prepare separate audience drafts.
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Keep internal pricing outside the customer draft.
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Send both drafts for approval.
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Send the owner the result before 3 PM Friday.
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Use Pacific time.
Use the provider records for the result
Use the exact mailbox and recipient list for the task. Examine subject, body, and attachments before sending. Draft creation does not establish customer receipt.
A reply-all audience can expose information that belongs to a different conversation.
For a permitted write, examine the resulting account record. A proposal does not establish a completed change.
For an external message, identify the recipient and permitted task. Ask uses an explicit instruction or approval. Connection tool permissions are another required control. Communications Policy.
An illustrative result and next step
The customer draft contains the approved delivery answer. Supplier pricing stays in the supplier draft.
The owner gives approval for each audience and message independently.
Try one account task
- Give the Righthand one identified source record.
- Compare its result with that source.
- Examine the account record after a permitted write.
- Examine the work in Activity.
If a direct operation is unavailable, give the source information in a message. This does not establish a direct integration.
When the account tools are sufficient
Use Gmail directly when its existing view gives the complete answer and no other conversation is necessary. A person can make the decision from that view.