Inserts Based on Code Values
There may be times when you want the decision of which paragraph to include in a letter to be based on a particular code value on a case. The special insert named "Address Block Insert" is designed for this purpose. (The insert is named this because the most common use is to create address blocks in different formats for different countries. However, it is not limited to addresses and can be used for other purposes as well.)
In order to use this insert, you must define a set of paragraphs that all begin with the same prefix. Each paragraph name will then include the specific category code to which it applies.
Remember that paragraph names cannot be longer than 12 characters. You will need to keep this in mind when naming the default paragraph (used for the prefix) and the category codes that will be used for the reference.
Enter the following Address Block Insert reference into the paragraph: [special.include.paragraph_prefix,[category_code]
You should replace "paragraph_prefix" with the prefix you used to define your category codes. You must then replace "category_code" with the name of the category whose codes make up the second part of the paragraph name.
You should also create one paragraph whose name is just the prefix with no code. This is the default paragraph that will be used if no other match can be found.
Examples
Example 1 - Creating Foreign Address Blocks
You want to create address blocks that will properly format addresses from different countries. Most of your customers are from the U.S., France, and Germany. You create three standard paragraphs:
One named ADDRBLOCK that contains the format for U.S. addresses.
One named ADDRBLOCKFRA for addresses in France.
One named ADDRBLOCKGER for addresses in Germany.
To use these paragraphs, you would add the following paragraph insert: [special.include.ADDRBLOCK,[send_address.country]
If the address on the Send To has a country of “FRA” or “GER”, the appropriate paragraph will be used for that country. Otherwise the default paragraph will be used.
Example 2 - Introduction Based on Brand
You want to create different introductory paragraphs depending on the brand to which the case is related. You have defined your brands (BrandX, BrandY, and BrandZ) in the B07 category. You create the following standard paragraphs:
One named INTRO with a generic introduction.
One named INTROBrandX, INTROBrandY, and INTROBrandZ.
To use these paragraphs, you would add the following paragraph insert: [special.include.INTRO,[case.b07_code]
If the case is related to brand X, Y, or Z, the appropriate introductory paragraph will be included. Otherwise, the fault INTRO paragraph will be included.