Page Comparison

Direction: Determines whether the communication is incoming or outgoing.

Supported Media depend on the direction of the communication, as follows:

• Incoming & Outgoing
  • Phone
  • Post
  • Face to face
• Outgoing only
  • Email
  • SMS

Category

Communication Queue External System (Only systems which support the media are available for selection)

Language: Templates can be written in several languages and selected from this field, making it possible to communicate with contacts in their preferred language. The preferred language, if different from the system's default, is defined in contact information.  The default language is used if there is no template in the preferred language.

Subject (email media only)

Content: The main body of the communication.

Related Entity: An entity whose communication tags are included in the template. 

Determine the email server settings required when an email is sent directly through CRM.COM.

Enable Email Server: If server integration is enabled, supply values for the following fields:

• Default From Email Address
• SMTP Host Name
• SMTP Port
• SMTP Security (None, SSL or TLS)
• SMTP Username
• SMTP Password

TEST CONNECTION with the SMTP server by using the respective button.

Determines the SMS server settings required when an SMS is sent directly through CRM.COM.

Enable SMS Server: If SMS server integration is enabled, select one of the SMS gateways that CRM.COM is integrated with and supply values for the relevant fields.

Available if there is more than one application server registered in the system. Adding one or more servers is optional. If none are added, then all the registered application servers are allowed.

Used to select the type of media that can be used in communications and the maximum number of characters for each.

The maximum number of characters for CM. Gateway SMS Media is '160'.

The maximum number of characters for SMPP Gateway SMS Media is '140'.

A character count limit can be also set at the queue external system, in which case, the communication will be handled by the external system and the lowest value will apply.

Communications offer the possibility to track emails and their included links and provide feedback.  An email is marked as 'Viewed' in the communications 'Tracking Details' section.

Email and Link Tracking can be 'Enabled' for all communications, or restricted to those created by notification runs, by selecting the appropriate Mode.

Endpoint: Used by the system to construct the URL which handles email and link tracking. The value is set automatically using the user's login URL.

E.g., if the user logged in from https://example.crm.com/crm, the endpoint defaults to example.crm.com, which the user can edit as necessary.

Custom URL: can be used by the system to handle tracking, instead of the endpoint.

Dynamic links allow customers to update information in CRM.COM directly from their email. Enabled links will be available as communication tags (#dynamic_link).

Using the event links, customers can:

• Opt-in and opt-out of direct and affiliate marketing campaigns (the respective option in /wiki/spaces/WIP/pages/10010194will be enabled/disabled accordingly). 
• Accept or reject contact consent (the consent state of the contact information will be updated accordingly) (in compliance with GDPR)
• Accept service request responses and resolutions ('Accepted By Contact' in the /wiki/spaces/WIP/pages/10008234 respective section will be automatically set to the contact with the specific email address).

Each of the links will update a related system record when clicked.

• Enable: Select to include event links in email communications.
  
• Link Text: The text that should be displayed on the event link.
• Redirection URL: used to redirect the customer after clicking on the event link. If none is defined, the action will be executed and the user redirected to the default endpoint, where a 'successfully completed' or 'error' message will be displayed.

End Point: used by the system to construct the URL that will be used to handle dynamic links. If one or more events are enabled, an address must be defined.

Custom URL: will be used by the system to handle dynamic links (overriding the default release URL).

Communication Settings: Indicate whether an email and/or an SMS will be sent to the customer by specifying at least one of the two required communication templates.  Depending on the template, it can be required to define a default email or SMS type for the communication.

Consider Presentment Preferences Communication Media: Whether accounts receivable presentment preferences will be considered when communicating with the customer.  If set to 'Yes', communications are sent to the email or phone number defined in the presentment preferences.
The setting is not available for the 'Activities' entity.

Apply on Events to Apply: Select the event that will generate a communication for each entity. (i.e. On Create, On Complete) A separate rule with different communication templates can be created for each event.  E.g., a rule for creating a new job could use a template with information on the requested items and another rule for closing a job could use a template which includes the bill of the customer.the customer.

Segments: Select the segments which have the contacts to which the communication should be sent (Included in Segment) and the segments whose contacts should be excluded (Excluded Segment)

Applicable on Conditions: At least one condition must be met for a communication to be sent.

Define one or more rules for each of the following entities:   

• Contact Information
• Activities
• Jobs
• Customer Events
• Service Requests
• Leads

Enable one or more events for each entity rule and define conditions (if applicable) that trigger the communication.

Enable one or more subscription events for each rule and define conditions (if applicable) that trigger the communication.

Define one or more rules for each of the following entities:

• Reward Transactions
• Rewards Participants

Enable one or more events for each entity rule and define conditions (if applicable) that trigger the communication.

Define one or more rules for each of the following entities:  

• Financial Transactions
• Wallets

Enable one or more events for each entity rule and define conditions (if applicable) that trigger the communication.

Define one or more rules for each of the following entities:  

• Access Tokens
• Quick Sales

Enable one or more events for each entity rule and define conditions (if applicable) that trigger the communication.

Contact: The person or company for which the communication is created, selected from existing contact information.

Direction: Whether the communication is incoming (customer communicating with an agent) or outgoing (agent communicating with a customer).

Category 

Life Cycle State: can be 'Draft' (not yet sent and can still be updated) or 'Completed' (already sent). 

Add Referring to Entities: Click to access the 'Related Work that the Communication Refers to' modal and select entities which will supply tags relevant to the content of the communication. 

Communication Template: Contact information and entities which are ‘Referred To’ in a communication are compared with the entity tags in the template.  To become available for selection a template must meet one of the following criteria:

• All entity tags in its subject or content must correspond to 'Referred To' entities in the communication.
• It must only include date tags in the subject or content of the communication.
• It must not contain communication tags.
  
  

• Outgoing only
  • Email
  • SMS
• Incoming & Outgoing
  • Phone
  • Letter
  • Face to Face

Processed by System: The displayed external systems are filtered on the specified media of 'Outgoing' direction. Only those who support the media will be available for selection.

From: The sender, set automatically to the default email address or SMS sender name, as specified in the active communication definition. Available only if the media is set to email or SMS and the direction is set to ' Outgoing'.

To: The recipient; an email address or phone number is required, which can (optionally) be selected from the existing contact information.

• Available and mandatory if the media is set to 'Email' or 'SMS' and the Direction is set to 'Outgoing'.
• This is a free text field. Any mobile phone number or email address can be added manually; it is possible to select from already registered contact emails and phone numbers.
• For SMS, the phone number must be prefixed with the country code. E.g., +31 for The Netherlands.

Subject (for email only)

Content: The body of the communication.

The entities related to the contact which are cited in the communication and are used to replace the tags with the actual values.

If a tag is used for an entity whose value is not defined in the 'Referring To' entities, then the tag will remain empty. Selected entities affect the filtering of available communication templates.

Referring to entities

An unrestricted tag is a special type of free text communication tag which is not replaced by values saved in the system. Values for unrestricted tags are specific to each communication and defined by the user.

They can be helpful when a term is used repeatedly, as they can be automatically replaced by a value.

This section will be available only if one or more unrestricted tags are present in the subject or body of a communication or communication template. Click ADD MISSING UNRESTRICTED PARAMETERS to add tags that were not added automatically and provide a value for them.

Entries regarding the specific communication, with information on the status of the external system, the media, and the errors that may have occurred while processing it.

Files to be sent with the outgoing email communication.

Email Tracking Enabled: Reflects the setting in the communications definition.

Viewed: Indicates whether the recipient viewed the email (where email tracking is enabled). 

Viewed On (date/time)

Link Tracking Enabled: Reflects the setting for email in the communications definition.

A list of links sent through the communication with information on the URL of the link, whether it was viewed and if so the date/time when it was viewed.