Contents
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Scenarios via Support Tool
Assumptions
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Access control
All Customer Support agents will be able to see the email change history and search for guest accounts using either their current email address, or any email address they have used in the past.
Only Customer Support Agents with compliance permissions will be able to change a customer’s account email (we will refer to these as “Compliance Agents”).
Compliance permissions will be assigned to individual users using the Support Tool's permissions management function.
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Scenarios
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1. BK ES guest asks for email to be changed
1.1. Guest uses their old email address
Steps | Expected results |
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Guest with a BK ES account contacts Customer Support via email and asks for their email address to be changed to a new one |
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Guest clicks on the confirmation link/button |
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1.2. Guest uses their new email address
Steps | Expected results |
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Guest with a BK ES account contacts Customer Support via email, using their new email address, and asks for their old email address to be changed to this one |
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Guest sends the request from their old email address | Same as 1.1. |
1.3. Guest does not have access to their current email address
Steps | Expected results |
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Guest with a BK ES account contacts Customer Support via email, using their new email address, and asks for their old email address to be changed to this one |
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Guest says they don’t have access to their old email address anymore |
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Guest clicks on the confirmation link/button |
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1.4. Guest submits request via phone
| Info |
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This step applies to markets that offer customer support via phone. |
Steps | Expected results |
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Guest with a BK ES account contacts Customer Support via phone and asks for their email address to be changed to a new one |
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Guest sends the request from their email address | Same as 1.1. or 1.3. |
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2. BK PT guest asks for email to be changed
Steps | Expected results |
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Guest with a BK PT account contacts Customer Support via email and asks for their email address to be changed to a new one |
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Guest clicks on the confirmation link/button |
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| Info |
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Scenarios 1.2 to 1.4 would follow the same pattern. |
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3. Customer Support Agent searches for email changes
Steps | Expected results |
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The Customer Support Agent types a customer email in the email change log | The Customer Support Agent sees a list of email changes, with the following information
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Scenarios via the Whitelabel Apps
Scenario 1. BK ES customer wants to change their email
1.1. Happy path
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Steps
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Expected results
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Customer navigates to their Account Info screen
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Account info screen is displayed
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Customer chooses to change their email address
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The customer is able to enter a new email address
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Customer enters a valid new email address
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The customer sees an OTP input screen.
An email message with an OTP code is sent to the new email email address.
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Customer opens their mail app
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Customers sees an email with the OTP.
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Customer returns to the whitelabel app and enters the correct OTP code
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Customer sees the Account Info screen, with the new email updated in their account.
An email message is sent to the previous email address, informing the customer that their account was updated.
The new email address is updated in the BK ES CRM (including Braze). The existing marketing opt-in/out is kept.
The new email address is updated in PLK ES CRM.
The new email address is updated in Homeria delivery systems.
1.2. Email errors
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Steps
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Expected results
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Customer navigates to their Account Info screen
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Account info screen is displayed
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Customer chooses to change their email address
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The customer is able to enter a new email address
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Customer enters an invalid email address
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The customer sees an information message that the email is not valid.
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Customer enters the same email address
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The customer sees an information message that the email is already associated with the account and they should enter a different email
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Customer enters an email that is associated with another customer account
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The customer sees an information message that the email is already associated with an account and they should enter a different email
1.3. OTP errors
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Steps
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Expected results
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Customer navigates to their Account Info screen
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Account info screen is displayed
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Customer chooses to change their email address
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The customer is able to enter a new email address
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Customer enters a valid new email address
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The customer sees an OTP input screen.
An email message with an OTP code is sent to the new email email address.
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Customer opens their mail app
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Customer sees an email with the OTP
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Customer enters a different OTP code than the one sent to the new email address
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Customer is informed that the code is incorrect
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The customer enters a different OTP code 3 times
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The customer sees an error message that there have been too many incorrect attempts to enter the OTP code. The only available action is to go back to the Account Info screen.
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The customer enters the OTP code after 24h
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Customer is informed that the code is invalid
1.4. Concurrent updates
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Steps
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Expected results
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Customer A navigates to their Account Info screen
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Account info screen is displayed
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Customer A chooses to change their email address
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The customer is able to enter a new email address
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Customer A enters a valid new email address
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The customer sees an OTP input screen.
An email message with an OTP code is sent to Customer A’s new email email address.
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Customer B chooses to change their email address and follows the same steps above
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An email message with an OTP code is sent to Customer B’s new email email address.
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Customer B opens their mail app
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Customer B sees an email with the OTP.
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Customer B returns to the whitelabel app and enters the correct OTP code
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The email address is updated successfully in Customer B’s account, as described in the happy path above
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Customer A opens their mail app
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Customer A sees an email with the OTP.
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Customer A returns to the whitelabel app and enters the correct OTP code
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Customer A sees an error message stating that the email is already in use.
Scenario 2. BK PT customer wants to change their email
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Steps
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Expected results
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Customer navigates to their Account Info screen
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Account info screen is displayed
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Customer chooses to change their email address
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The customer is able to enter a new email address
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Customer enters a valid new email address
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The customer sees an OTP input screen.
A message with an OTP code is sent to the new email email address.
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Customer opens their mail app
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Customers sees an email with the OTP.
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Customer returns to the whitelabel app and enters the correct OTP code
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Customer sees the Account Info screen, with the new email updated in their account.
An email message is sent to the previous email address, informing the customer that their account was updated.
The new email address is updated in the BK PT CRM (including Braze). The existing marketing opt-in/out is kept. No other CRM systems are updated.
The new email address is updated in Homeria delivery systems.
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Additional requirements
When looking at the email change history, customer support agents must be able to view the following information: (1) date, (2) time, (3) user who performed the update, (4) flag that indicates whether there was access to old mail, (4) old email and (5) new email. This is necessary to:
Resolve incidents related to email changes, and
Search for order incidents in Salesforce Service Cloud, since records on Salesforce will continue to be related to the old email address.
Guests of any RBIberia brand can submit requests to change their email address using https://rbiberia-canaletico.appcore.es/
Updates across brands, related to [Archived] Cross-Brand Opt-In, are out of scope for the moment, since this feature is not live yet.