---
title: "Customer service line types"
slug: "customer-service-line-types"
updated: 2025-11-30T10:52:52Z
published: 2025-11-30T10:52:52Z
canonical: "docs.retailvista.net/customer-service-line-types"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.retailvista.net/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer service line types

For working with customer service rules it is important that the available customer service rule types are configured correctly.

![](https://cdn.document360.io/9cfe1b80-9c32-4b2a-9328-1df667cdd950/Images/Documentation/image-1764499817242.png?sv=2026-02-06&spr=https&st=2026-11-13T23%3A26%3A08Z&se=2026-11-14T00%3A26%3A08Z&sr=c&sp=r&sig=2KxgFWpFc7n%2BUMtz9M2h4zlVACipD8oZMUWZAkcfZkI%3D)

The following fields are available:

| Code | Code of the customer service rule type |
| --- | --- |
| Description | Enter a clear and recognizable name, such as "Order cancelled" or "Partial delivery" |
| Type | Two 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. |