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Use message template for response added by Custom Script

Received Response
edited Feb 9, 2017 5:32AM in Integrations and APIs 1 comment


hi all,

We have a custom script which staff can access from browser and add some text as 'Response' to the incident. The script then constructs an email message content on the fly and sends it to the contact (enquirer) using mail API. This email obviously doesn't utilise our message template.

I tried 'Send Email Response to Sender' action form the rule but it only sends a response if the response is added from the rule with 'Append text to response' filed. 

Is there a way we can send the response added by custom script and utilise the message template?

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