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USE CASE: Our customer success team uses Groove to expedite follow up on customer purchase orders.  They need to be able to cc specific customers as well as internal teammates on the emails. Currently, the cc bar only searches for contacts and leads. 

It would be helpful to be able to include the user object in the search for manual emails.  

These internal teammates and related customers who need to be cc’d are always listed in a field in salesforce.  Alot of these emails could be auto emails if the customer success rep didn’t have to manually add these related prospects and internal teammates to the cc bar for each email.

It would be a big time saver for our customer success team if you could make it so you could add merge fields to a cc bar in the groove flow step so the email could be automatic.   
  

Hi ​@Nwyse— Thanks for sharing these questions!  I’ve consulted with our product team and wanted to weight in here with what I’ve learned. 

Searching the User object in the CC and BCC Bar: This should be supported today.  When typing in an email address into the CC or BCC bar of a manual Flow or Action email, Groove should search for any records on the Contact, Lead, and User objects that match the text you’ve entered.  You should then be able to select from the dropdown to adding a record to the CC or BCC line, even if it is a Salesforce User record.  If you’re not seeing the User records return based on what you’ve typed in, please raise a support ticket with our team in the Clari Support Portal here, as that would be unexpected and something we’d want our team to investigate.  

Adding Merge Fields to the CC Bar in Groove Flow Steps: This functionality is not supported as of today.  However, it’s a really cool use case that would be great to get in front of our product team’s eyes so that they can consider it for future enhancement opportunities.  If you don’t mind submitting a feature request for it on our Ideas page here, that would be great.  That way, it’ll be added to our product team’s repository for them to review.  

Please let me know if I can add any additional clarity here! 

 

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