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Back to Communications Main Page

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Learn to configure Communication Templates

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Table of Contents

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Navigating to Communication Templates

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CONFIGURATION > CRM APPLICATION > COMMUNICATIONS > SET UP COMMUNICATION TEMPLATES

What are Communication Templates?

Communication Templates are used when creating new Communications to automatically set specific information. A User'sauthorisationto select a Communication Template via the Communications Data Entry page depends on the Organisational Unit they used to log in.  The User's Unit should be included in the 'Allowed' Organisational Units for the Template and the Life Cycle State of the Communication Template should be 'Effective'. 

When a Communication Template is applied, all the defined values are transferred to the Communication. If the Communication Template includes tags, then those tags are replaced with actual data values, just like when tags are manually used. 

  • Navigate to Communication Templates and explore existing entries via the Summary page.  
  • Click on the link (Name or Number) of the record of your interest to enter the Data Entry page and see more detail. 
  • Use the Actions Menu to create a NEW Communication Template, modify (EDIT) or DELETE  an existing one.  
  • Use the BACK to return to the Summary page and CANCEL to revert any unwanted changes made to the Communication Templates.

Check the Validations & Restrictions Table below for a list of available Actions when working with Communication Templates, including each Action's related validations, restrictions and additional information. View the Attributes Table for a comprehensive description of the Communication Templates fields.

COMMUNICATION TEMPLATE

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Validations & Restrictions

ActionValidationsRestrictionsAdditional Information
Create
  • Mandatory Fields must be defined
  • Multiple Communication Templates can exist in the System, but each one of them should have a unique Name and Alternative Code.
  • A Template needs to be set as 'Effective' in order to be available for selection.
Edit
  • Mandatory Fields must be defined
  • Multiple Communication Templates can exist in the System, but each one of them should have a unique Name and Alternative Code.
  • If the used Communication tags are modified, then the System will amend the related entities accordingly.
    See Related Entity field in the table below for more information.
  • A Template needs to be set as 'Effective' in order to be available for selection.
Delete
  • Not Applicable
  • Not Applicable
  • Not Applicable

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 Attributes

An * indicates a field is mandatory.

Name

Description

Main Information
Name*The name of the Communication Template.
Alternative Code*The alternative code of the Communication Template. Unless otherwise specified, the Alternative Codes for new entries default to the Name initials in capital letters.
DescriptionThe description of the Communication Template.
Life Cycle State*The Life Cycle State of the Communication Template. The supported values are 'Effective' and 'Not Effective'. Only 'Effective' Communication Templates are available to be used.
Template Values
Direction

Determines if the Communication is Incoming or Outgoing. The availability of Communication media depends on the selected Communication direction. The default Communication direction is Outgoing.

Media*

The media that is used to send or receive the Communication. The supported media are the following:

Note

According to the selected Direction, the related Media is loaded.

NoMediaSupported by Direction
1EmailOutgoing
2SMSOutgoing
3PhoneIncoming & Outgoing
4LetterIncoming & Outgoing
5Face to FaceIncoming & Outgoing
CategoryThe category of the Communication.

Language

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titleAvailable from CRM.COM R12.0.0

The Communication Template's language. This information defaults to the System's Default Language but also provides the template's Subject and Content in various languages.

Note

Each Communication Template Templates can be written in multiple several languages, each selected by changing the Language field. The different versions of a template are used during communication with Contacts having different Preferred Language as Templates in different languages are selected so as to communicate with Contacts in their Preferred Language, when that is different to the System's Default Language, so the communications are sent using the Contact. In case there is no Template in the contact's Preferred Language. In cases where no template version exists written in that language, the Contact Communication will receive the Communication in the default languagebe sent using the Default Language.


Subject*

The subject of the Communication.
Communication Tags can be used to generate the Subject based on data kept on the associated Contact Information or the Referred Entities.

Note
  • The Tags get replaced with actual values while there are typed.
  • A "#" must precede the Communication tags. As soon as a "#" symbol is typed, the System automatically populates the list of Tags that are available for use. The list gets filtered as more text is entered. 
  • Subject and Content are also automatically filled when the Template is selected.
  • Available only if Media is set to 'Email'.

 

Content*

The Content of the Communication. Communication Tags can be used to generate the Content based on associated data kept on the related Contact Information or the Referred Entities.

Note
  • The Tags get replaced with actual values while there are typed.
  • A "#" must precede the Communication tags. As soon as a "#" symbol is typed, the System automatically populates the list of Tags that are available for use. The list gets filtered as more text is entered. 
    Subject and Content are also automatically filled when the Template is selected.

  • A WYSIWYG tool is available only for 'Email' and 'Letter' Media Communications. A plain text area is used to capture the Content of other Media.

  • The WYSIWYG tool's editing area is used to capture the Content and enables editing and styling. 

  • Links to external websites such as http://www.google.com can be added to your Communications, either through the Templates or directly in the Content.

  • In order to be able to track the links (e.g. check whether they have been added and viewed), it is mandatory to add the "http://" or the "https://" prefix. 
    View Understanding Communications for more information on tracking links and emails.

Related Entity

The Entities whose related Communication Tags are included in the Communication Template. If more than one Entity Communication Tag is included in the Template's content, the Entity is logged once in the Communication Template Entities.

 

Note
This field is not visible on the screen. It is automatically set by the System, based on the Communication Tags used in the content.
Allowed Organisational Units
Allowed Organisational UnitsThe Organisational Units that can use the specific Communication Template when creating new Communications.
Log Information
Log InformationThe standard set of Log Details information available in all entities.
Note

View Understanding Communications for business examples related to Communication Templates.

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