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Back to Communications Main Page

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Learn how you can to configure Communication Templates

What does this section cover?
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Table of Contents

Table of Contents
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What are the Communication

Navigating to Communication Templates

Info

CONFIGURATION > CRM APPLICATION > COMMUNICATIONS > SET UP COMMUNICATION TEMPLATES

What are Communication Templates?

Communication Templates are used during the creation of new communications when creating new Communications to automatically set specific information.  Selection of Communication Templates via the Communication data entry A User's authorisation to select a Communication Template via the Communications Data Entry page depends on the organizational unit that the user Organisational Unit they used to log in, which . The User's Unit 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 the 'Allowed' Organisational Units for the Template and the Life Cycle State of the Communication Template should be 'Effective'. 

When a Communication Template is applied, all the defined values are transferred 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

, just like when tags are manually used. 

  • Navigate to Communication Templates and explore existing entries via the Summary page.  
  • Click on the link (Name or Number) of the record of your interest to enter the Data Entry page and see more detail. 
  • Use the Actions Menu to create a NEW Communication Template, 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 Communication Templates.

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

COMMUNICATION TEMPLATEImage Added

Anchor
validations
validations
Validations & Restrictions

 
A template Create
ActionValidationsRestrictionsAdditional Information
GeneralN/ACreate
  • Mandatory Fields must be defined
  • Multiple Communication Templates can exist in the System, but each one of them should have a unique Name and Alternative Code.
  • A Template needs to be set as effective 'Effective' in order to be available for selection
  • .
Edit
  • Mandatory Fields must be defined
  • Multiple communication templates Communication Templates can exist in the system System, but each one of them should have a unique name and alternative code
 EditN/A
  • If you change the Communication tags usedName and Alternative Code.
  • If the used Communication tags are modified, then the system System will amend the related entities accordingly.(
    See Related entityEntity field in the table below for more information)
DeleteN/A 

Communication Templates attributes 

  • .
  • A Template needs to be set as 'Effective' in order to be available for selection.
Delete
  • Not Applicable
  • Not Applicable
  • Not Applicable

Anchor
attributes
attributes
 Attributes

An * indicates a field is mandatory.

Name

Description

Main Information
Name*The name of the communication templateCommunication Template.
Alternative Code*The alternative code of the communication templatethe Communication Template. Unless otherwise specified, the Alternative Codes for new entries default to the Name initials in capital letters.
DescriptionThe description of the communication templateCommunication Template.
Life cycle stateCycle State*The life cycle state Life Cycle State of the communication templateCommunication Template. The supported values are 'Effective' and 'Not Effective'. Only 'Effective communication templates ' Communication Templates are available to be used.Log InformationIncludes the standard log information
Allowed Organisational unitsThe organisational units that can use the specific communication template
Template Values
Direction

The communication direction which determines Determines if the communication Communication is Incoming or Outgoing. The availability of communication Communication media depends on the selected communication Communication direction. The default communication Communication direction is Outgoing.

Media*

The media that was is used to send or receive the communicationCommunication. The supported media are the following:

  • Email: Available and applicable only if the direction is set to Outgoing
  • SMS: Available and applicable only if the direction is set to Outgoing
  • Phone: Available and applicable for all directions
  • Letter: Available and applicable for all directions
  • Face to Face: Available and applicable for all directions
  • Device: Available and applicable only if a communication queue external system is being used
CategoryThe category of the communication
SubjectThe subject of the communication. Communication tags
Note

According to the selected Direction, the related Media is loaded.

NoMediaSupported by Direction
1EmailOutgoing
2SMSOutgoing
3PhoneIncoming & Outgoing
4LetterIncoming & Outgoing
5Face to FaceIncoming & Outgoing
CategoryThe category of the Communication.

Language

Status
colourBlue
titleAvailable from CRM.COM R12.0.0

The Communication Template's language. This information defaults to the System's Default Language but also provides the template's Subject and Content in various languages.

Note

Communication Templates can be written in several languages, each selected by changing the Language field. Templates in different languages are selected so as to communicate with Contacts in their Preferred Language, when that is different to the System's Default Language. In case there is no Template in the contact's Preferred Language, the Communication will be sent using the Default Language.


Subject*

The subject of the Communication.
Communication Tags can be used to generate the subject Subject based on data kept on the related contact information the associated Contact Information or the referred business entity. The tags are Referred Entities.

Note
  • The Tags get 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

ContentThe actual content of the communication. Communication tags
  • there are typed.
  • A "#" must precede the Communication tags. As soon as a "#" symbol is typed, the System automatically populates the list of Tags that are available for use. The list gets filtered as more text is entered. 
  • Subject and Content are also automatically filled when the Template is selected.
  • Available only if Media is set to 'Email'.

 

Content*

The Content of the Communication. Communication Tags can be used to generate the content Content based on data on associated data kept on the related contact information or the referred business entity. The tags are replaced with the actual values while typing them.

Status
colourRed
titleAvailable from CRM.COM R9
- The WYSIWYG tool's editing area is used to capture the actual content along with all of the utility's toolbar that provides the ability to edit and style the content. The WYSIWYG tool's editing is available only for Communications with Media Emails and Letters. For the other media types, a Contact Information or the Referred Entities.

Note
  • The Tags get replaced with actual values while there are typed.
  • A "#" must precede the Communication tags. As soon as a "#" symbol is typed, the System automatically populates the list of Tags that are available for use. The list gets filtered as more text is entered. 
    Subject and Content are also automatically filled when the Template is selected.

  • A WYSIWYG tool is available only for 'Email' and 'Letter' Media Communications. A plain text area is used to capture the

actual content.
Status
colourRed
titleAvailable from CRM.COM R9.0.0
-

  • Content of other Media.

  • The WYSIWYG tool's editing area is used to capture the Content and enables editing and styling. 

  • Links to external websites such

as
can

  •  can be added to your

templates. If you would like

  • Communications, either through the Templates or directly in the Content.

  • In order to be able to track the links

, for example

  • (e.g. check whether they have been added and viewed

then

  • ), it is mandatory to add the "http://" or the "https://" prefix. 

Visit
for

  •  for more information on tracking links and emails.

Related Entity

The

Entity/

Entities whose related Communication

Tag is/

Tags are included in the Communication Template. If more than one

Communication Tags of an Entity are

Entity Communication Tag is included in the

Communication

Template's content,

then

the Entity is logged

only

once in the Communication Template Entities.

 

Note
This field is not visible on the screen. It is automatically
calculated
set by the
system
System, based on the
communication tags
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 
    Communication Templates - Summary pageImage Removed 
  • Either search for an existing one or from the top menu click on "NEW"
    Communication Templates - Data Entry PageImage Removed
     

    • 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

    ALLOWED ORGANISATIONAL UNITS

    Include PageSetting Allowed Organisation Units - GlobalSetting Allowed Organisation Units - Global

    LOG INFORMATION

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

    • Deleting Communication Templates

    Include PageDeleting a record - GlobalDeleting a record - Global

     

    NoteVisit
  • 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. 
    The WYSIWYG editor is available to be used only if media Email and Letter are selected.
    Visit Creating Communications for more information 
    • Allowed Organisational Units
    Allowed Organisational UnitsThe Organisational Units that can use the specific Communication Template when creating new Communications.
    Log Information
    Log InformationThe standard set of Log Details information available in all entities.
    Note

    View Understanding Communications for business examples related to Communication Templates.

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