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Back to Notifications Main Page

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Learn to configure Notification Types

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Table of Contents

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Navigating to Notification Types

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CONFIGURATION > CRM APPLICATION > NOTIFICATIONS > SET UP TYPES

What are Notification Types?

Notification Types define the behaviour and nature of each Notification. Multiple Notification Types can exist in the System but each one of them should have a unique Name and Alternative Code.and every time the required one may be used in 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 TYPES

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validations
validations
Validations & Restrictions

Action ValidationsAdditional Information
Create
  • 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.
Edit
  • Mandatory Fields must be defined
  • Name and Alternative Code must be unique
  • It is possible to modify an existing Notification Type, although the Classification and Notification information cannot be changed after the Notification Type is created.
Delete
  • Notification Types can be deleted only if they are not used by an 'Effective' Notification Run Definition. 
  • Not Applicable

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 Attributes

An * indicates a field is mandatory.

Available for 'Customer Care' Classifications

Criteria

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 Type Classifications are used to determine the behaviour of each Notification. The Notification Classification cannot be changed after the Notification Type is created. The supported Notification Classifications are the following:
  • Financial Notifications
  • Customer Care Notifications
  • Status
    colourBlue
    titleAvailable from CRM.COM R12.0.0
    Reward Offers Notifications
Notification Information*The information regarding which the customer will be notified, which is filtered based on the selected Notification Classification. The Notification information cannot be changed after the Notification Type is created. The available Notification Information for each Classification is listed below.
  • For Financial Notifications:
    • Subscriptions
    • Bills
    • Wallets
    • Wallet Product Consumption
  • For Customer Care Notifications:
    • Subscriptions
    • Jobs
    • Activities
    • Leads
    • Rewards Participants
    • Award Transactions
    • Spend 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 Template*

The Template to be used for creating Communications for Notifications of this Type. The available Communication Templates 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 the Type of Contact Information Email that should be used to communicate with customers.

Note

Default Email Type is mandatory if the selected Communication Template is of 'Email' Media.

Default Phone Type*

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

Note

Default Phone Type is mandatory if the selected Communication Template is of 'SMS' Media.

Communication Queue External System Settings

Status
colourRed
titleApplicable up to CRM.COM R9

Used to determine which external system will send the Notification. If not specified, then the Notification will be sent by email directly through CRM.COM.

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.COM R10COMR10.0.0 the 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

Authorisation Settings

Note
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 CriteriaNotified 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

Determines whether the Authorisation Settings defined on the Contact Information for Direct Marketing will be taken into consideration when the Notification Run is executed.

  • If '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 either of the two settings for 'Affiliate' and 'Direct' Marketing is set to 'No' then Notifications/Communications will be not be created.

In order not to be affected by the Customer's preference for Affiliate Marketing and be able to create Notifications for Direct Marketing, the "Apply Contact Information Data Protection for Affiliate Marketing" Flag should not be checked.

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

Apply Contact Information Data Protection for Affiliate Marketing

Determines whether a contact's Authorization Settings for Affiliate Marketing will be taken into consideration when the Notification Run is executed.

  • If 'No' is selected, the contact will receive an Affiliate 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 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 either of the two settings for 'Affiliate' and 'Direct' Marketing is set to 'No' then Notifications/Communications will be not be created.

In order not to be affected by the Customer's preference for Direct Marketing and be able to create Notifications for Affiliate Marketing, the "Apply Contact Information Data Protection for Direct Marketing" Flag should not be checked.


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