Customer service line types

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  • Published on Nov 30, 2025
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For working with customer service rules it is important that the available customer service rule types are configured correctly.

The following fields are available:

Code Code of the customer service rule type
DescriptionEnter a clear and recognizable name, such as "Order cancelled" or "Partial delivery"
TypeTwo types are available:
  • Informative: An informative email for which no reply is expected
  • Waiting for response: A reply is expected. The customer service rule will remain open until it is marked within the customer service rule that a response has been received.
Email template
Specify the email template that belongs to this customer service template. This email template is used to generate the email. If it is a manual email, this template is used as a starting point, which the user can then adjust as needed depending on the situation. Note: not every email template is suitable for every customer service rule type.
Auto send email
Indicates whether the email should be sent automatically. When set to No, the user can still adjust the email before it is sent to the customer.
Expired
When a customer service rule type is no longer needed, it can be marked as expired.