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Configuring Notification Types

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What does this section cover?

What are Notification Types?

Notification Types define the behavior and the 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. 

Creating, Editing & Deleting Validations & Restrictions

Action Additional Information
General
  • Multiple types can be configured in the system and each one should have a unique name and alternative code. 
N/A
CreateN/A
  • Communication templates are filtered; only effective communication templates having media equal to email and direction equal to outgoing can be selected.
EditN/A
  • Modifying an existing notification type is allowed, 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 any effective notification run definition. 
N/A
Save
  • Mandatory Fields:
    • Name
    • Classification
    • Notification Information
    • Communication Template
    • Default Email Type
    • Default Phone Type
 

Notification Types attributes 

Name

Description

Name*The name of the Notification Type
Alternative CodeThe alternative code of the Notification Type
DescriptionA description of the Notification Type
Classification*Notification Types classifications are used to determine the behavior 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
Notification Information*The information that the customer will be notified about, which is filtered based on the selected notification classification. The notification information cannot be changed after the notification type is created. The supported notification information for each notification classification are:
  • Financial Notifications
    • Subscriptions
    • Bills
    • Wallets
    • Wallet Product Consumption
    • Buy in Advance Requests
  • Customer care Notifications
    • Subscriptions
    • Jobs
    • Activities
    • Rewards Participants
    • Award Reward Transactions
    • Spend Reward Transactions
    • Service Requests
    • Payment Gateway Cards
    • Payment Gateway Requests
    • Payments
Communication Information
Communication template*

The communication template that will be used to create the communication for each notification of this type. The available communication templates should be effective and the media should be equal to one of the following:

  • Email
  • SMS
Default Email Type*Determines which of the contact information emails should be used to communicate with customers. The selection is done based on the email type. Default email type is mandatory if the selected communication template has media equal to email
Default Phone Type*Determines which of the contact information phones should be used to communicate with customers. The selection is done based on the allowed contact information phones types. Default phone type is mandatory if the selected communication template has media equal to SMS

Communication Queue External System Settings

APPLICABLE UP TO CRM.COM R9

Used to determine the external system that will actually send the notification. If not specified then the notification will be sent directly by email 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.

Authorisation Settings

AVAILABLE FROM CRM.COM R9

Apply Contact Information Data Protection for Direct Marketing

Defines whether a contact's authorization settings for Direct Marketing will be ignored or not during a Notification Run.

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 be created.

If one of the 2 setting flags between Affiliate and Direct is set to No then no notification/communication will be created.

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

i.e Different Notification Type should be created for Affiliate Marketing and different for Direct Marketing

Apply Contact Information Data Protection for Affiliate Marketing

Defines whether a contact's authorization settings for Affiliate Marketing will be ignored or not during a Notification Run.

If set to "No", then the contact will receive an affiliate 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 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 be created.

If one of the 2 setting flags between Affiliate and Direct is set to No then no notification/communication will be created.

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


i.e Different Notification Type should be created for Affiliate Marketing and different for Direct Marketing

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

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

  3. MAIN INFORMATION

    1. Provide the required information

      1. Name

      2. Alternative Code

      3. Classification

      4. Notification Information

      5. Description

  4. 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

  5. AUTHORISATION SETTINGS - AVAILABLE 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

  6. LOG INFORMATION

    Log information section keeps all the logging information related to the specific record

    • Basic set of information available in all entities
      • Created By User: The user that created the entity
      • Created By Unit: The unit of the user that created the entity
      • Updated By User: The user that last updated the entity
      • Updated by Unit: The unit of the user that last updated the entity
      • Date Created: The date the account was entity
      • Date Updated: The date the account was last entity
        LOG DETAILS
  7. From the Actions Menu click on "SAVE"

Deleting Notification Types

  1. Search for the entity that you would like to delete
    Visit  Using Summary Pages   to find out how you can search using CRM.COM Summary Screens
  2. Click on the link of the record you would like to delete, to be transferred to the Data Entry page
  3. From the actions menu click on "DELETE"
     The entity will be deleted given that the validations are satisfied

 

Visit Understanding Contact Information for business examples related to setting customer communication authorisation settings


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