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Learn how you can configure Communication Templates |
What does this section cover?
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What are the Communication Templates?
Communication Templates are used during the creation of new communications to automatically set specific information.
Selection of Communication Templates via the Communication data entry page depends on the organizational unit that the user used to log in, which should be included in the allowed organizational units of that template and based on the life cycle state of the communication templates which should be effective.
On applying a communication template all the values that are defined in the communication template are copied to the communication. If the communication template includes tags, then those tags are replaced with the actual data values in the same way as you manually use tags.
Creating, Editing & Deleting Validations & Restrictions
| Action | Restrictions | Additional Information |
|---|---|---|
| General | N/A |
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| Create |
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| Edit | N/A | |
| Delete | N/A |
Communication Templates attributes
Name | Description |
|---|---|
| Name* | The name of the communication template |
| Alternative Code* | The alternative code of the communication template |
| Description | The 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. |
| Log Information | Includes the standard log information |
| Allowed Organisational units | The organisational units that can use the specific communication template |
| Template Values | |
| Direction | The communication direction which 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 was used to send or receive the communication. The supported media are the following:
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| Category | The category of the communication |
| Subject | The subject of the communication. Communication tags can be used to generate the subject based on data kept on the related contact information or the referred business entity. The tags are replaced with the actual values while typing them. When SMS is selected, then the Subject field is not available. Ability of sending SMS Communications directly within CRM.COM |
| Content | The actual content of the communication. Communication tags can be used to generate the content based on data kept on the related contact information or the referred business entity. The tags are replaced with the actual values while typing them. A plain text area is used to capture the actual content, and not a WYSIWYG editor. HTML content might be specified in this field, but it should be generated outside CRM.COM Note: A new page generator element must be created for this field |
| Related Entity | The Entity/Entities whose related Communication Tag is/are included in the Communication Template. If more than one Communication Tags of an Entity are included in the Communication Template's content, then the Entity is logged only once in the Communication Template Entities. This field is not visible on the screen. It is automatically calculated by the system, based on the communication tags used in the content |
Defining your own Communication Templates tailored to your company's needs
- Navigate to MODULE CONFIGURATION > CRM APPLICATION > COMMUNICATIONS > SET UP COMMUNICATION TEMPLATES
- Either search for an existing one or from the top menu click on "NEW"
MAIN INFORMATION
Provide the required information
- Name
- Alternative Code
- Life Cycle State: By default is set to Not Effective. Change to effective from the drop-down
- Description
TEMPLATE VALUES
- Provide the following information
- Direction
- Media
- Category
- Subject: Use plain text or communication tags as described in the Attributes section above
- Content: Use plain text or communication tags as described in the Attributes section above.
The related entity, whose tags were used, will be saved in the communication template so it can be later on used for filtering available communication templates.
Visit Creating Communications for more information
- Provide the following information
ALLOWED ORGANISATIONAL UNITS
Include Page Setting Allowed Organisation Units - Global Setting Allowed Organisation Units - Global LOG INFORMATION
Include Page Log Information - Global Log Information - Global - From the Top Menu click on "SAVE"
Deleting Communication Templates
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Visit Understanding Communications for business examples related to Communication Templates |
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