| Anchor | ||||
|---|---|---|---|---|
|
...
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.
...
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:
Supported Media (availability depends on the direction of the communication).
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.
Subject (for email only) Content: The body of the communication.
| |||||||||||||||||||||||||
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
| |||||||||||||||||||||||||
| 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 . Unrestricted tags 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. | ||||||||||||||||||||||||
...
Refer to communication tags for a complete list of communication tags.
Action | Using Communication Tags in Communications and Communication Templates | Using Dynamic Link Tags in Communications and Communication Templates |
|---|---|---|
| Prerequisites |
| Only dynamic link tags that have been enabled through the active communications definition can be used.
If a dynamic link tag is typed manually without being enabled then:
|
| Anchor | ||||
|---|---|---|---|---|
|
...
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:
- unrestricted_string
- unrestricted_float
- unrestricted_date
- unrestricted_integer
Each tag must be followed by a '.' and the name of the tag, for example, unrestricted_string.name or unrestricted_date.birthday.
Once the tags are added in the subject or content of the communication, click anywhere outside the area. The 'Unrestricted Parameters' section is made available, where you can provide the values for the defined tags. As with other communication tags the values will be used to replace the unrestricted tags wherever they are used within the specific communication.
Following up on a communication
...