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Learn to work with Communications

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Learn to work with Communications

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Enable messaging to third-party systems such as mobile apps and portals.
Integrate with the SMS gateways and email providers, so that users can communicate directly through CRM.COM.
Let the user view content (such as email) in the way it will be displayed in a browser.
Can be personalized using customer-specific data and written in the language of choice of the customer.
Provide readymade templates which that can be used with personalized content to speed up processes.
The 'auto-complete' feature allows the user to view all available communication tags while typing.
Custom tags can be created by users for values that are repeated often (not restricted to CRM.COM specific data).
Communications help customers opt-in and out of mailing lists.
Communications can be automated to notify customers (by email or SMS) when certain events occur (e.g., when a new service request or subscription is created).
Actions from communication-supported modules (such as bills or subscriptions) can be forwarded to customers directly from the Data Entry page.

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Communication Categories

Categories are used to classify communications and relate them to a business function such as inquiries, customer complaints or support issues. The classifications can be used to analyze incoming and outgoing customer calls handled by call center agents.

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External systems are third-party web portals or mobile apps, which can access and send entries kept in the communications queue (a list of all outgoing communications) directly, without having to go through CRM.COM.

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The table describes the sections of Queue External Systems Data Entry page and explains how the fields in on the page are used.

Mandatory Configurable

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Communication templates can speed up system processes when creating a new communication or notification (e.g., for a campaign), by offering a standard layout with parts of the information (such as direction, media, subject, and content) already in place. A template can either be created from scratch using NEW > TEMPLATE or by copying an existing one, NEW > COPY in which case the name and alternative code must be redefined.

Template fields

The table describes the sections of the Templates Data Entry page and explains how the fields in on the page are used.

Mandatory Configurable

Main Information

Life Cycle State: Only 'Effective' templates can be used.

Template Values

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.

Note

/wiki/spaces/WIP/pages/10008353 can be used to generate the subject and content of a communication, using relevant data kept on the contact information or referred entities.

Tags are replaced with actual values as they are typed.
"#" must precede communication tags. When the symbol is typed, the system automatically populates the list with available tags. The list gets filtered as more text is entered.
Subject and content are also auto-filled when the template is selected.
A WYSIWYG (what you see is what you get) tool is available for 'Email' and 'Letter' communications. A plain text area is used to capture the content of other media.
The editing area of the WYSIWYG tool is used to enter content and enables editing and styling.
Links to external websites (such as http://www.crm.com) can be added to templates.
It is possible to add trackable links (which let the user know if the communication has been viewed).
Links must include the "http://" or "https://" prefix.

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

Attachments

Files that can either be uploaded or selected from the attachments library (refer to Platform) and that will be sent as attachments on outgoing email communications which use the current template.

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Business definitions

Communications business definitions set rules for creating communications and control the behavior of communications throughout their life cycle. There can only be one active definition at a time.

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Definition fields

This table contains an explanation of the sections of the Communications Definitions Data Entry page and explains how the fields in on the page are used.

Mandatory Configurable

Server Settings

Email Settings

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.

SMS Settings

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.

CM. Gateway Settings

Default 'From' SMS Sender: The sender info (alphanumeric, up to 11 characters) that will be displayed when sending an SMS.

Method:

HTTP
HTTP(S)
Test

Provided by CM.:

Client ID: A unique numeric identifier (2-8 characters).

User Name: alphanumeric (up to 32 characters).

Password: alphanumeric (up to 32 characters).

SMPP Gateway Settings

Host

Port

Username

Password

System Type: The type for assigning the protocol standard of the SMSC side. It is specified by SMSC and its default value is 'cp'.

Character encoding (for SMS messages)

Available values: ALPHA_DEFAULT (default), ALPHA_8_BIT, ALPHA_CYRILLIC, ALPHA_IA5, ALPHA_JIS, ALPHA_JIS_X_0212_1990, ALPHA_PS_C_5601, ALPHA_LATIN_HEBREW, ALPHA_LATIN1, ALPHA_UCS2, ALPHA_UNSPECIFIED_2.

Type of Number (select a default)

Available values are UNKNOWN (default), INTERNATIONAL, NATIONAL, NETWORK SPECIFIC, SUBSCRIBER NUMBER, ALPHANUMERIC, ABBREVIATED.

Numbering Plan Indicator (select a default)

Available values: UNKNOWN (default), ISDN, DATA, TELEX, LAND MOBILE, NATIONAL, PRIVATE, ERMES, INTERNET, WAP.

Enquire: The link interval for binding the SMPP connections (in seconds, the default is '60').

Number of Connections (created and used to send messages, the default is '1').

Reconnection Interval: The period before a new connection is attempted, when a connection is terminated (in seconds, the default is '30').

Allowed Application Servers

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.

Media Settings

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.

Tracking Settings

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 that 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.

Note

E.g., https://example.crm.com/crm

If a secure endpoint is used, 'https://' is added by the system and example.crm.com is entered by the user (as the endpoint).
If a secure endpoint is not used, the complete URL must be entered, including 'http://'.

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

Note

Tracking is usually handled by CRM.COM by sending and retrieving the necessary information. The use of a custom URL entails further implementation on behalf of a system administrator to handle the tracking.

CRM.COM WEB API can be used to manage calls from outside CRM.COM.

For example:

For more information contact a CRM.COM consultant.

Dynamic Links Settings

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 optopt-out of direct and affiliate marketing campaigns (the respective option in /wiki/spaces/WIP/pages/10010194 will 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).

Note

Updates in the system through dynamic links are normally handled by CRM.COM by sending and retrieving the required information. The use of a custom URL entails further implementation on behalf of a system administrator to handle the update in the system.

CRM.COM WEB API can be used to manage calls from outside CRM.COM.

For example:

For more information contact a CRM.COM consultant.

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Event-based communication definitions determine the rules, events, and conditions that trigger email or SMS communications to customers.

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Definition fields

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The table describes the sections of the Event-based Communications Definition Data Entry page and explains how the fields in on the page are used.

Mandatory Configurable

Common settings

(Fields available for all entities)

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: Select the event that will generate a communication for each entity. (i.e. On Create, On Completeon 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 that includes the bill of the customer.

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

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

Specific settings

(Fields available for specific entities)

Notify the Parent Accounts Receivable: Applies to the entities below, provided the notified account is a member of an account group.

Jobs
Service Requests
Customer Events
Subscriptions
Accounts Receivable
Financial Transactions
Wallets
Rewards Transactions

CRM Application

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

Contact Information
Activities
Jobs
Customer Events
Service Requests
Leads
Job Quotations

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

Billing Application

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

Rewards Application

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.

Finance Application

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

Financial TransactionsWalletsTransactions
Wallets
Vouchers
Accounts Receivable

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

Foundation Application

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.

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Using Communications

Info
CRM > Communications > Manage Communications

Communications can be created from the communications Data Entry page or from the Data Entry page of any communication-enabled entity by using Communicate from the Actions menu.

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Communications fields

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Main Information

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.

Note
A template can be valid when selected and invalid once its information is modified (e.g., when a referred entity is removed from the communication). As templates are refreshed on input, when one becomes invalid its content is removed. Another template can then be selected.

Supported Media (availability depends on the direction of the communication).

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.

Note

/wiki/spaces/WIP/pages/10008353 can be used to generate the subject and content of a communication, using relevant data kept on the contact information or referred entities.

Tags are replaced with actual values as they are typed.
A "#" must precede communication tags. When the symbol is typed, the system automatically populates the list with available tags. The list gets filtered as more text is entered.
Subject and content are also auto-filled when the template is selected.
A WYSIWYG (what you see is what you get) tool is available for 'Email' and 'Letter' communications. A plain text area is used to capture the content of other media.
The editing area of the WYSIWYG tool is used to enter content and enables editing and styling.
Links to external websites (such as http://www.crm.com) can be added to templates.
It is possible to add trackable links (which let the user know if the communication has been viewed).
Links must include the "http://" or "https://" prefix.

Referring To

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

Job	Subscription	Rewards Participant
Activity	Accounts Receivable	Award Transaction
Service Request	Bill	Spend Transaction
Invoice	Payment	Award Expiration Transaction
Refund	Lead	Buy in Advance Request
Communication	Notification	Payment Gateway Card
Payment Gateway Request	Access Token	Purchase Customer Event
Spend Request Customer Event	Debit Wallet Transaction	Credit Wallet Transaction

Unrestricted Parameters

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.

Communication Queue

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.

Follow Up Communications

A list of reply communications.

Attachments

Files to be sent with the outgoing email communication.

Tracking Details

This section is visible only for completed communications where the media is 'Email' and the direction is 'Outgoing'.

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.

Tracked Links

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.

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Creating and processing communications

Note
Validations take place before an action is initiated (prerequisite) or after it is submitted (postcondition).

Selecting and creating a communication

Specify the criteria that match the communication you are interested in or use NEW from the Actions menu to create a new communication. Provide values for mandatory fields and SAVE the communication. To update the communication at a later stage, select SAVE AS DRAFT.

Once an email or SMS communication is saved, it is sent directly to the recipient. Communications handled by external systems are sent to the communication queue for further processing.

Prerequisite	The email or SMS server is correctly configured in the communication definition
Postconditions	If communication tags are used, 'Referring To' entities must be defined first. If unrestricted tags are used, the value of each tag must be defined in the 'Unrestricted Parameters' section.

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if the communication has been viewed).
Links must include the "http://" or "https://" prefix.

Referring To

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

Job	Subscription	Rewards Participant
Activity	Accounts Receivable	Award Transaction
Service Request	Bill	Spend Transaction
Invoice	Payment	Award Expiration Transaction
Refund	Lead	Buy in Advance Request
Communication	Notification	Payment Gateway Card
Payment Gateway Request	Access Token	Purchase Customer Event
Spend Request Customer Event	Debit Wallet Transaction	Credit Wallet Transaction

Unrestricted Parameters

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.

Communication Queue

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.

Follow Up Communications

A list of reply communications.

Attachments

Files to be sent with the outgoing email communication.

Tracking Details

This section is visible only for completed communications where the media is 'Email' and the direction is 'Outgoing'.

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.

Tracked Links

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.

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Creating and processing communications

Note
Validations take place before an action is initiated (prerequisite) or after it is submitted (postcondition).

Selecting and creating a communication

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Specify the criteria that match the communication you are interested in or use NEW from the Actions menu to create a new communication. Provide values for mandatory fields and SAVE the communication. To update the communication at a later stage, select SAVE AS DRAFT.

Once an email or SMS communication is saved, it is sent directly to the recipient. Communications handled by external systems are sent to the communication queue for further processing.

Prerequisite	The email or SMS server is correctly configured in the communication definition
Postconditions	If communication tags are used, 'Referring To' entities must be defined first. If unrestricted tags are used, the value of each tag must be defined in the 'Unrestricted Parameters' section.

Setting the communication From & To Information

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Information is available (and mandatory) for outgoing email or SMS media:

From (sender): automatically set to the default email address specified in the active communication definitions, provided the communication media is email.
To (receiver): set manually. One email address or SMS number is required, optionally selected from the existing contact information emails/phone information.

On saving the communication, the 'from' and 'to' fields are validated. Only valid email/SMS addresses can be specified.

Modifying a communication

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Using free text communication tags

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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 user defined. They can be helpful when a term is used repeatedly, as they can be automatically replaced by a value. To create unrestricted tags you can use one of the predefined tags:

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Each tag must be followed by a '.' and the name of the tag, for example, unrestricted_string.name or unrestricted_date.birthday.

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Applying business flows on communications

Sending attachments through communications

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Newly uploaded files or files from the attachments library can be added to outgoing email communications as well as communication templates.

Handling communications through external systems (communication queue)

Email and SMS communications are sent to the communication queue and are either processed directly through CRM.COM or by an external system defined in the communication. Third-party systems must integrate with CRM.COM using the available CRM.COM WEB APIs.
Once the communication is processed, the queue entry is marked as 'Completed' or 'Rejected' (so that it is not processed again).
Communications in a 'Pending' or 'Completed' life cycle state that are in the queue and were viewed by their recipients can be set as 'Completed and Removed' by the third-party system through the Web API (so that it is not viewed again).

Note
The 'Completed and Removed' life cycle state is available for use by third-party systems. It is used to mark communications that have been viewed and selected to be deleted from the customer's portal or mobile app inbox.

Communicating information from any modules

Information from any entity can be efficiently communicated by using Communicate Entity available through the Actions menu (instead of going through the communications Data Entry page). Communication tags can be used to personalize the communication.