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Creating Communications for other CRM.COM entities

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Communications related to other CRM.COM entities

As established in /wiki/spaces/WIP/pages/10008334, a Communication is always associated with a Contact Information concurrently with a number of optional CRM.COM (Referring To) entities; if the entities are defined, information saved on the specific record can be used to be communicated to the customer by using Communication Tags.

There are two ways to create a Communication while referring to other CRM.COM entities:

  1. Via the Communications Data Entry page.
  2. Via the entity's Data Entry page, by using the Communicate Entity Action.

This manual provides information on how to Communicate the entity via the entity's Data Entry page. 
View Managing Communications to learn to communicate the entity via the Communications Data Entry page.

 

Entities that can be communicated

The following entities can be directly communicated to customers via the respective entity Data Entry page by using the Communicate Entity Action.

CRM ApplicationBilling ApplicationFinance ApplicationRewards ApplicationFoundation Application
  • Activities
  • Jobs
  • Service Requests
  • Leads
  • Communications (in case of Follow-up)
  • Notifications
  • Subscriptions
  • Bills
  • Buy In Advance Requests
  • Accounts Receivable
  • Payment Gateway Cards
  • Payment Gateway Requests
  • Payment
  • Rewards Participant
  • Award Transaction
  • Spend Transaction
  • Access Tokens (Automatically via Accounts Receivable or Rewards Participants)
    The Access Token in the Referring To cannot be set when creating a new Communication manually.

 

Communicate Entity Action

  1. Navigate to the module that you would like to communicate.
  2. Search for the record you would like to communicate to the customer and click on its link to navigate to the Data Entry page.
  3. From the Actions Menu click on Actions > Communicate Entity.
    1. The Communication Data Entry page opens in a modal window and the carried over information is set in the 'Referring To' tab in view mode, together with the Contact in the Main Information section.

      Modal for communicating other entities
  4. Fill out the rest of the information as described in Managing Communications.
  5. Click on SAVE.

Log Communication Action

New Communications can be created directly from the Communication Centre, by using the Log Communication Action, available in the Action panel. In order for the Log Communication Action to be available it must be enabled through the 'Active' Communication Centre Definitions and requires a specific Contact Information to be already selected.

The Contact Information is automatically set when creating a new Communication, based on the Contact loaded in the Communication Centre.

For more information visit the Communication Centre.

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