Using Workato for automating processes that require email approval

[jeffernst]

I use Workato Embedded to build automated Customer Reference Request processes for my customers. Each process/recipe has a step that uses Gmail or Outlook to send an email to the requested customer asking if they'd be willing to take a reference call. I'd like to have it so the customer who receives the email can either approve or reject the request, and based on that response, execute the appropriate next steps in the workflow.

Is there a way to build this type of workflow in Workato, to listen for a reply to a previously sent email and take action on it? I imagine that the first email would have to be structured in some way so that we know what responses to listen for, like "Yes" or "No", or have buttons in the email with the response choices? Any advice on how others have handled this is appreciated.

[Prudvi]

Hi Jeffer,

The response to an email can be unsure as when the user will perform an action to the email.
You can have to follow asynchronous approach.

1. 1st Recipe will send an email with option yes/no which could be a workato API[https://docs.workato.com/api-mgmt/api-endpoints.html#setting-up-and-managing-api-endpoints ] and should be able to capture somewhere in the DB that the email has been sent. Like emailaddress, mail sent, response received[Yes/No].
2. 2nd receipe would listen to the request and update the db with response.
 

[jeffernst]

@Prudvi Thanks for your reply. Can you provide more details on what you mean by: "email with option yes/no which could be a workato API". I looked at the docs page you linked to but I don't understand how these APIs would be put to use in this use case. I have my own API that updates my objects and I have a Status field to track that the email has been sent, responded to, etc.

[Prudvi]

Hi Jeffer,

Consider the following mail message :

"Hi Name,
Your specific message.
Would you like to refer : Yes or No.
If you hover over the link, you can insert your API."

Regards,
Prudvi

[jeffernst]

@Prudvi This is exactly what I want to do. How do I set up the link so that hovering over it calls my api? I can't tell from that doc page where I would start.