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Back to Notifications Main Page

Excerpt
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Learn how you can to configure Notification Types

What does this section cover?

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Table of Contents

Table of Contents
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Navigating to Notification Types

Info

CONFIGURATION > CRM APPLICATION > NOTIFICATIONS > SET UP TYPES

What are Notification Types?

Notification Types define the behavior and the the behaviour and nature of each notificationNotification. Multiple Notification Types can exist in the System and every time the required one may be used in the system but each one of them should have a unique name and alternative code. 

Creating, Editing & Deleting

order to generate the Notifications, used to communicate with your customers, through Notification Runs. Notification Types can have one of 3 Classifications, each of which serves a different business spectrum:

  1. Financial Notification Types: Used to notify customers on outstanding balances, curent balances, bills etc.
  2. Customer Care Notification Types: Used to notify customers on CRM matters, such as the hardware and services on their Subscriptions or a welcome message or even a new product campaign.
  3. Reward Offers Notification Types: Used to notify Reward Participants about new Reward Offers applicable to them.

 

  • Navigate to Notification Types and explore existing entries via the Summary page.  
  • Click on the link (Name or Number) of the entry of your interest to enter the Data Entry page and see more detail. 
  • Use the Actions Menu to create a NEW Notification Type, 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 Notification Types.
  • Click on the Audit Trail button to view a log of changes performed on the displayed Notification Types.

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

NOTIFICATION TYPESImage Added

Anchor
validations
validations
Validations & Restrictions

Communication templates are filtered; only effective communication templates having media equal to email and direction equal to outgoing
Action  ValidationsAdditional Information
General
  • Multiple types can be configured in the system and each one should have a unique name and alternative code. 
N/A
CreateN/ACreate
  • Mandatory Fields must be defined
  • Name and Alternative Code must be unique
  • Communication Templates are filtered; only 'Effective' Communication Templates of Media 'Email' and Direction 'Outgoing' can be selected.
EditN/A
  • Modifying an existing notification type is allowedMandatory Fields must be defined
  • Name and Alternative Code must be unique
  • It is possible to modify an existing Notification Type, although the classification Classification and notification Notification information cannot be changed after the notification type Notification Type is created.
Delete
  • Notification types Types can be deleted only if they are not used by any effective notification run definitionan 'Effective' Notification Run Definition. 
N/A
Save
  • Mandatory Fields:
    • Name
    • Classification
    • Notification Information
    • Communication Template
    • Default Email Type
    • Default Phone Type
 

Notification Types attributes 

  • Not Applicable

Anchor
attributes
attributes
 Attributes

An * indicates a field is mandatory.

Authorisation Settings

Available from CRM.COM R9

Name

Description

Main Information
Name*The name of the Notification Type.
Alternative CodeThe alternative code of the Notification Type. Unless otherwise specified, the Alternative Codes for new entries default to the Name initials in capital letters.
DescriptionA description of the Notification Type.
Classification*Notification Types classifications Type Classifications are used to determine the behavior behaviour of each notificationNotification. The notification classification Notification Classification cannot be changed after the notification type Notification Type is created. The supported notification classifications Notification Classifications are the following:
  • Financial Notifications
  • Customer care Care Notifications
  • Status
    colourBlue
    titleAvailable from CRM.COM R12.0.0
    Reward Offers Notifications
Notification Information*The information that regarding which the customer will be notified about, which is filtered based on the selected notification classificationNotification Classification. The notification Notification information cannot be changed after the notification type Notification Type is created. The supported notification information for each notification classification are:
Financial Notificationsavailable Notification Information for each Classification is listed below.
  • For Financial Notifications:
    • Subscriptions
    • Bills
    • Wallets
    • Wallet Product Consumption
    • Buy in Advance Requests
  • Customer care NotificationsFor Customer Care Notifications:
    • Subscriptions
    • Jobs
    • Activities
    • Leads
    • Rewards Participants
    • Award Reward Transactions
    • Spend Reward Transactions
    • Award Expiration Transactions
    • Service Requests
    • Payment Gateway Cards
    • Payment Gateway Requests
    • Payments
    • Buy in Advance Request
  • Status
    colourBlue
    titleAvailable from CRM.COM R12.0.0
    Reward Offers Notifications
    • Reward Offers

Unified Code

Status
colourBlue
titleAvailable from CRM.COM R12.0.0

An auto-generated code which is used to group the various instances of the Notification Type.

Version

Status
colourBlue
titleAvailable from CRM.COM R12.0.0

An auto-generated number which is used to specify the version of each Run Definition. If the version is already in use by a Run, a new Run Definition Version is created each time the Definition is edited.

"VIEW PREVIOUS VERSIONS" link allows you to search and view any previous versions of the Definition.

Validity Dates

Status
colourBlue
titleAvailable from CRM.COM R12.0.0

Defines the Effective Date and Expiration Date of each Notification Type Version. The dates are automatically set whenever a new Version is created. The current Version of a Notification Type has no Expiration Date set.
Communication Information
Communication templateTemplate*

The communication template that will Template to be used to create the communication for each notification for creating Communications for Notifications of this typeType. The available communication templates Communication Templates should be effective and the media should be 'Effective' and equal to one of the following Media:

  • Email
  • SMS

Status
colourBlue
titleAvailable from CRM.COM R12.0.0
Existing Communication Templates can be selected but New Communication Templates can also be created through the Notification Type.

Default Email Type*

Determines

which of the contact information emails

the Type of Contact Information Email that should be used to communicate with customers.

The selection is done based on the email type. Default email type

Note

Default Email Type is mandatory if the selected

communication template has media equal to email

Communication Template is of 'Email' Media.

Default Phone Type*

Determines

which of the contact information phones

the Type of Contact Information Phone that should be used to communicate with customers.

The selection is done based on the allowed contact information phones types. Default phone type

Note

Default Phone Type is mandatory if the selected

communication template has media equal to SMS

Communication Template is of 'SMS' Media.

Communication Queue External System Settings

Status
colourRed
titleApplicable up to CRM.COM R9

Used to determine

the

which external system

that

will

actually

send the

notification

Notification. If not specified, then the

notification

Notification will be sent

directly

by email directly through CRM.COM.

The ability to not apply from and to email validations, on creating the communication, are also available and can be applied only if an external system is specified.
Status
colourRed
title

It is possible not to apply 'From' and 'To' email validation when creating a Communication, provided an external system is specified.

Note

As of CRM.COMR10.0.0the Communication Queue External System is retrieved from the Communication Template.

Consider Presentment Preferences Communication Media

Status
colourBlue
titleAvailable from CRM.COM R12.0.0

Defines whether an account owner's Presentment Preferences will be considered during the Notification Run or not depending on the Communication Template's Media and the Presentment Preference's related media. Two options are available:

  • Yes: Communications are created if the Communication Template's Media is enabled on the Accounts Receivable's Presentment Preferences.Otherwise no Communication will be created.
  • No: Communications are always created regardless of the Customer's Accounts Receivable Presentment Preferences.

The mapping between the Presentment Preferences and the Communication Media is the following:

Presentment PreferenceCommunication Media
PostLetter
EmailEmail
SMSSMS
Face to FaceFace to Face
OtherN/A
Custom 1-5N/A

Criteria

Status
colourBlue
titleAvailable from CRM.COM R12.0.0

Segments

Included Segments

A list of Segments which are used to filter the Contact Information, Accounts Receivable or Notification Item (i.e. bill, subscription, e.t.c.) that will be notified.

Note

Available segments are the following

  1. Segments related to the Notification Item, determined by the Notification Type
    AND
  2. In Customer Care Notifications:
    • Segments related to Contact Information
  3. In Financial Notifications:
    • Segments related to Contact Information or Accounts Receivable
  4. Reward Offers Notifications:
    • Segments related to Contact Information, Accounts Receivable or Rewards Participants

 

Existing Segment can be selected but a new Segment can also be created through Notification Type.

Excluded Segments

A list of Segments which are used to prevent Contact Information, Accounts Receivable or Notification Items (i.e. bill, subscription, e.t.c.) from being notified.

Note

Available options are the same as those of "Included in Segments".

Existing Segment can be selected but a new Segment can also be created through Notification Type.

Notification History Criteria
Notified Previously

Defines a list of Notifications that should have already been generated for the criterion to be considered as met. It includes the following options:

  • Notification Type
  • Life Cycle State
  • Created less than X UOT ago (measured in minutes, days, weeks, months or years)
  • Created more than X UOT ago (measured in minutes, days, weeks, months or years)
Not Notified Previously

Defines a list of Notifications that should not already exist; i.e. the customers have not been sent these Notifications previously.

Available options are the same as those of "Notified Previously".

Accounts Receivable Criteria

Note

Only available for Financial Notifications

 

Accounts Receivable Balance

Filters the Accounts Receivable based on Balance. Two options are available, which can be used in tandem:

  • More than:checksforavaluethatis more than or equal to the one specified (≥).
  • Less than: checks for a value that is less than the one specified (<).
Accounts Receivable Outstanding Amount

Filters the Accounts Receivable based on Outstanding Amount and a specific due date. Two options are available, which can be used in tandem:

  • More than:checksforavaluethatis more than or equal to the one specified (≥).
  • Less than: checks for a value that is less than the one specified (<).

The due date can be specified in one of the following ways:

  • Due in X Days: The System checks for Accounts whose outstanding amount is due up to a date equal to the current date + X (a user-defined integer representing a number of days). For example, if the current date is the 23rd of the month and X is set as 5, the System retrieves accounts with outstanding amounts due up to the 28th.
  • Due X days ago: The System checks for Accounts whose outstanding amount was due up to a date equal to the current date - X (a user-defined integer representing a number of days). For example, if the current date is the 23rd of the month and X is set as 5, the System retrieves accounts that were due up to the 18th.
Accounts Receivable ClassificationFilters the Accounts Receivable based on a list of Accounts Receivable Classifications.

Notification Criteria

Note

Only available for Financial Notifications


Total Outstanding Amount per Notification

Filters the Notifications to be created based on the total outstanding amount of each Notification, calculated using associated respective invoices. Two options are available, which can be used in tandem:

  • More than: checks for a value that is more than or equal to the one specified (≥).
  • Less than: checks for a value that is less than the one specified (<).

Wallet Criteria

Note

Only available for Financial Notifications


Wallet Balance

Filters the Accounts Receivable based on the Balance of Wallets owned by that account.  Two options are available, which can be used in tandem:

  • More than:checksfora value that is more than or equal to the one specified (≥).
  • Less than: checks for a value that is less than the one specified (<).
Wallet Estimated Consumption Days

Filters the Accounts Receivable based on the estimated consumption days of Wallets owned by that account.  Two options are available, which can be used in tandem:

  • More than:checksfora value that is more than or equal to the one specified (≥).
  • Less than: checks for a value that is less than the one specified (<).
Wallet Product Estimated Consumption Days

Filters the Accounts Receivable based on the Product estimated consumption days of Wallets owned by that account.  Two options are available, which can be used in tandem:

  • More than:checksfora value that is more than or equal to the one specified (≥).
  • Less than: checks for a value that is less than the one specified (<).
Wallet Amount Expiration Up To Date

Filters the Wallets based on the amount that will expire by a defined date.

  • Date

Optionally, an amount to be expired by the specified date which is greater than or equal to a specified minimum (amount) can be used to filter the Wallets.

  • Minimum Expiration Amount
Note

A minimum expiration amount cannot be provided without an expiration date.

Subscription Criteria

Note

Only available for Financial Notifications


Subscription TypesFilters the Accounts Receivable based on the Type of Subscriptions owned by the Accounts Receivable.
Billing Term SchemesFilters the Accounts Receivable based on the Billing Term Schemes of Subscriptions owned by the Accounts Receivable.

Reward Offer Criteria

Note

Only available for Reward Offers Notifications

 

ClassificationsFilters the Reward Offer Type's Classifications.
Reward Offer TypesFilters the Reward Offers based on their Reward Offer Type.
Reward SchemesFilters the Reward Offers based on their Reward Scheme.
Reward Offer Validity

Filters the Reward Offers based on their validity period if it is set. Only Reward Offers whose validity period falls withing the specified period will be retrieved. The available options are:

  • Effective since specific period of time
  • Effective since a specific date
  • Expires within a specific period of time
  • Expires on a specific date: This date should be in the future and it is not inclusive.
Reward OffersFilters the Rewards Offers. Only Effective Reward Offers can be defined.
Awarded State

Defines whether the Rewards Participants will be notified based on their awarded state. Two options are available:

  • Never Awarded: Only Rewards Participants that were never awarded before by the specified Rewards Offers will be considered.
  • Awarded at Least Once: Only Rewards Participants that were awarded before by the specified Rewards Offers will be considered.

AuthorisationSettings

Note

Available for 'Customer Care' & 'Reward Offers' Classifications

 

Apply Contact Information Data Protection for Direct Marketing

Defines whether a contact's authorization settings Determines whether the Authorisation Settings defined on the Contact Information for Direct Marketing will be ignored or not during a taken into consideration when the Notification Run is executed.

  • If
set to "No", then the contact will receive a direct marketing notification even if the contact information authorisation setting flag is set to No as it will be ignored.If set to "Yes" then the system will decide if a direct marketing notification will be sent according to the authorisation setting flag on the contact. If the flag on the contact is set to Yes then a notification will be created, if set to no then a notification won't
  • 'No' is selected, the customer will receive a Direct Marketing Notification as the Contact Information Authorization Setting which is set to 'No' will not be taken into account.
  • If 'Yes' is selected, the System will take into account the Authorization Setting on the Contact Information to determine whether a Direct Marketing Notification should be sent.
    • If the Setting is set to 'Yes', then a Notification will be created
    • If the Setting is set to 'No', then a Notification will not be created.
Tip

If one either of the 2 setting flags between Affiliate and Direct two settings for 'Affiliate' and 'Direct' Marketing is set to 'No' then no notificationNotifications/communication Communications will be not be created.

If you would like to create Notifications for Direct Marketing, in In order not to be affected by the Customer's preference for Affiliate Marketing and be able to create Notifications for Direct Marketing, then do not check the Flag "Apply Contact Information Data Protection for Affiliate Marketingi.e Different " Flag should not be checked.

A separate Notification Type should be created for 'Affiliate Marketing ' and different for 'Direct' Marketing.

Apply Contact Information Data Protection for Affiliate Marketing

Defines Determines whether a contact's authorization settings Authorization Settings for Affiliate Marketing will be ignored or not during a taken into consideration when the Notification Run is executed.

  • If
set to "No", then
  • 'No' is selected, the contact will receive an
affiliate marketing notification even if the contact information authorisation setting flag
  • Affiliate Marketing Notification as the Contact Information Authorization Setting which is set to 'No
as it
  • ' will not be
ignored
  • taken into account.
  • If
set to "Yes" then the system will decide if an affiliate marketing notification will be sent according to the authorisation setting flag on the contact. If the flag on the contact is set to Yes then a notification will be created, if set to no then a notification won't
  • 'Yes' is selected, the System will take into account the Authorization Setting on the Contact Information to determine whether an Affiliate Marketing Notification should be sent.
    • If the Setting is set to 'Yes', then a Notification will be created
    • If the Setting is set to 'No', then a Notification will not be created.
Tip

If one either of the 2 setting flags between Affiliate and Direct two settings for 'Affiliate' and 'Direct' Marketing is set to 'No' then no notificationNotifications/communication Communications will be not be created.

If you would like to create Notifications for Affiliate Marketing, in In order not to be affected by the Customer's preference for Direct Marketing and be able to create Notifications for Affiliate Marketing, then do not check the Flag "Apply Contact Information Data Protection for Direct Marketing"

i.e Different

Flag should not be checked.


A separate Notification Type should be created for 'Affiliate Marketing ' and different for 'Direct Marketing

Defining your own Notification Types tailored to your company's needs

  • Navigate to CONFIGURATION > CRM APPLICATION > NOTIFICATIONS > SET UP TYPES 
  • Either search for an existing one or from the Top Menu click on "NEW" 
    NOTIFICATION TYPESImage Removed

  • MAIN INFORMATION

    1. Provide the required information

      1. Name

      2. Alternative Code

      3. Classification

      4. Notification Information

      5. Description

  • COMMUNICATION INFORMATION

    1. Provide the required information

      1. Communication Template: Search and select Communication Template using the Search Modal

      2. Communication Queue External System Settings: Search and select Communication Queue External System using the Search Modal

      3. Default Email Type

      4. Default Phone Type

  • AUTHORISATION SETTINGS - 
    Status
    colourRed
    titleAvailable from CRM.COM R9

    1. Check the check-boxes to define whether you would like the authorisation settings set on the contacts to be taken into consideration
      1.  Apply Contact Information Data Protection for Direct Marketing
      2. Apply Contact Information Data Protection for Affiliate Marketing

    • LOG INFORMATION

    Include PageLog Information - GlobalLog Information - Global
  • From the Actions Menu click on "SAVE"

    • Deleting Notification Types

    Include PageDeleting a record - GlobalDeleting a record - Global

     

    NoteVisit Understanding Contact Information for business examples related to setting customer communication authorisation settings
    ' Marketing.
    Log Information
    Log DetailsThe standard set of Log Details information available in all entities.
    Note

    View Understanding Notifications for business examples related to Notification Types.

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