Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/Medical_Inquiries/SendEmail.htm

## Responding to Medical Inquiries Using Approved Email

Medical Science Liaisons (MSLs) can respond to a Medical Inquiry using Approved Email. This streamlines the process for MSLs when acknowledging or fulfilling Medical Inquiries directly from Vault CRM, improves communication, supports compliant fulfillment, and enhances the overall HCP engagement experience. MSLs can respond to multiple product inquiries from the same Medical Inquiry.

**Who can use this feature?**

* Content Creators - Browser
* [Creating Approved Email Content for Medical Inquiries](#Creating)
* MSLs - Browser, iPad, Windows
* [Sending Approved Email from a Medical Inquiry](#Sending)
* Users require an Approved Email license

### Configuring Sending Approved Email from a Medical Inquiry for

[![Closed](../../../Skins/Default/Stylesheets/Images/transparent.gif)Content Creators](#)

To configure this feature:

1. Ensure [Approved Email](../Multichannel/ApprovedEmail/InitialConfig/ConfiguringAE.htm) is configured.
2. Ensure content creators have access to the **Medical Inquiry Template** value of the email\_template\_type\_\_v picklist in the appropriate PromoMats or MedComms instance.

[![Closed](../../../Skins/Default/Stylesheets/Images/transparent.gif)MSLs](#)

To configure this feature:

1. Ensure the following are configured:
   * [Medical Inquiries](Configuring_Medical_Inquiries.htm)
   * [Approved Email](../Multichannel/ApprovedEmail/InitialConfig/ConfiguringAE.htm)
2. Navigate to **Admin > Users & Groups > Permission Sets**.
3. Select the appropriate permission set.
4. Select **Objects**.
5. Grant the following permissions:

   | Object | Object Permission | Object Types | Fields | Field Permission |
   | --- | --- | --- | --- | --- |
   | sent\_email\_\_v | CR | medical\_inquiry\_\_v | n/a | n/a |
   | approved\_document\_\_v | R | medical\_inquiry\_template\_\_v | n/a | n/a |
6. Navigate to **Admin > Configuration > medical\_inquiry\_\_v**.
   * Select the **Object Types** tab
   * Select **Actions**
   * Select **Edit Object Type Actions** from the All Actions menu
   * Select the **sent\_email\_action\_\_v** action checkbox for the appropriate object type
   * Select **Save**
7. Navigate to **Admin > Users & Groups > Permission Sets**.
   * Select the appropriate permission set
   * Select the **Objects** tab
   * Select **medical\_inquiry\_\_v**
   * Grant Execute permission to the **sent\_email\_action\_\_v** action
   * Select **Save**

### Creating Approved Email Content for Medical Inquiries as

[![Closed](../../../Skins/Default/Stylesheets/Images/transparent.gif)Content Creators](#)

In the PromoMats or MedComms instance containing Approved Email content, ensure all email templates used for Medical Inquiries have an email\_template\_type\_\_v field of Medical Inquiry Template.

Medical Inquiry Templates are only available when sending an Approved Email from a Medical Inquiry and are not available from any other Approved Email entry point.

Content creators must insert field tokens in the Email Template to retrieve details from the Medical Inquiry record. For example, to add the product, inquiry text, and signature date to an email, use the following:

{{medical\_inquiry\_\_v.product\_\_v}}, {{medical\_inquiry\_\_v.product\_\_v}}

To insert the name of the user who submitted the inquiry into the Email Template, create a formula field that references the Name of the record creator, then use a field token to call the formula field. For example:

{{medical\_inquiry\_\_v.created\_by\_\_v}}

The following tokens are not supported:

* insertMedicalInquiry table token
* {{Owner.Name}}
* {{CreatedBy.Name}}

### Sending Approved Email from a Medical Inquiry as

[![Closed](../../../Skins/Default/Stylesheets/Images/transparent.gif)MSLs](#)

MSLs can send compliant, pre-approved emails referencing one or more product-specific inquiries directly from the submitted inquiry page. This ensures the HCP receives appropriate, product-specific information.

The email template retrieves details from the Medical Inquiry to help the HCP understand the context and reason the email is being sent. These email templates can also use Email Fragments (attachments) that may serve as the necessary materials needed to fulfill the Medical Inquiry.

Emails from Medical Inquiries are not considered promotional and therefore, Email Threshold Warnings, Product Restrictions, and email consent are not applied.

To send an email from a medical inquiry:

1. Navigate to a submitted Medical Inquiry record.

   If a user added an email address when creating the medical inquiry, it is used only for the medical inquiry delivery method. Approved Email does not use it and it is not added to the account.
2. Select **Send Email** for the appropriate medical inquiry. The Send Email page displays with the account\_\_v added as the recipient.
3. Select the appropriate email template and complete the email delivery process. See [Composing Approved Emails](../Multichannel/ApprovedEmail/SendAE/ComposingAEs.htm) for information on using templates to compose Approved Emails.

### Related Topics

[Approved Email Overview](../Multichannel/ApprovedEmail/Overview.htm)

[Medical Inquiries Overview](Medical_Inquiries_Overview.htm)