On this page
Overview
Communications log the interaction between customers and agents. Exchanges of information can take place through email, SMS, telephony, post, web portals, mobile apps, or even a TV inbox.
Communications features
- Enable messaging to third-party systems such as mobile apps and portals.
- Integrate with the SMS gateways and email providers, so that users can communicate directly through CRM.COM.
- Let the user view content (such as email) in the way it will be displayed in a browser.
- Can be personalized using customer-specific data and written in the language of choice of the customer.
- Provide readymade templates which can be used with personalized content to speed up processes.
- The 'auto-complete' feature allows the user to view all available communication tags while typing.
- Custom tags can be created by users for values that are repeated often (not restricted to CRM.COM specific data).
- Communications help customers opt-in and out of mailing lists.
- Communications can be automated to notify customers (by email or SMS) when certain events occur (e.g., when a new service request or subscription is created).
- Actions from communication-supported modules (such as bills or subscriptions) can be forwarded to customers directly from the Data Entry page.
Setting Up Communications
Communication Categories
Categories are used to classify communications and relate them to a business function such as inquiries, customer complaints or support issues. The classifications can be used to analyze incoming and outgoing customer calls handled by call center agents.
Queue External Systems
External systems are third-party web portals or mobile apps which can access and send entries kept in the communications queue (a list of all outgoing communications) directly, without having to go through CRM.COM.
Queue external system fields
The table describes the sections of Queue External Systems Data Entry page and explains how the fields in the page are used.
Mandatory
Configurable
| Main Information | |
|---|---|
Message Character Count Limit: The maximum number of characters accepted by the external system. | |
| Supported Media | |
Media determines the options for sending communications from each specific external system. Selecting 'All Media' makes the external system available for all communication options. Selecting 'Specific Media' enable the options to add supported media, choosing from:
|
Templates
Communication templates can speed up system processes when creating a new communication or notification (e.g., for a campaign), by offering a standard layout with parts of the information (such as direction, media, subject, and content) already in place.
Template fields
The table describes the sections of the Templates Data Entry page and explains how the fields in the page are used.
Mandatory
Configurable
| Main Information | |
|---|---|
| Life Cycle State: Only 'Effective' templates can be used. | |
| Template Values | |
Direction: Determines whether the communication is incoming or outgoing. Supported Media depend on the direction of the communication, as follows:
Language: Templates can be written in several languages and selected from this field, making it possible to communicate with contacts in their preferred language. The preferred language, if different from the system's default, is defined in contact information. The default language is used if there is no template in the preferred language. Subject (email media only) Content: The main body of the communication. /wiki/spaces/WIP/pages/10008353 can be used to generate the subject and content of a communication, using relevant data kept on the contact information or referred entities.
Related Entity: An entity whose communication tags are included in the template. |
Business definitions
Communications business definitions set rules for creating communications and control the behavior of communications throughout their life cycle. There can only be one active definition at a time.
Definition fields
This table contains an explanation of the sections of the Communications Definitions Data Entry page and explains how the fields in the page are used.
Mandatory
Configurable
| Server Settings | |||||
|---|---|---|---|---|---|
Determine the email server settings required when an email is sent directly through CRM.COM. Enable Email Server: If server integration is enabled, supply values for the following fields:
TEST CONNECTION with the SMTP server by using the respective button. | |||||
Determines the SMS server settings required when an SMS is sent directly through CRM.COM. Enable SMS Server: If SMS server integration is enabled, select one of the SMS gateways that CRM.COM is integrated with and supply values for the relevant fields.
| |||||
| Allowed Application Servers | Available if there is more than one application server registered in the system. Adding one or more servers is optional. If none are added, then all the registered application servers are allowed. | ||||
| Media Settings | |||||
Used to select the type of media that can be used in communications and the maximum number of characters for each. The maximum number of characters for CM. Gateway SMS Media is '160'. The maximum number of characters for SMPP Gateway SMS Media is '140'. A character count limit can be also set at the queue external system, in which case, the communication will be handled by the external system and the lowest value will apply. | |||||
Tracking Settings | |||||
Communications offer the possibility to track emails and their included links and provide feedback. An email is marked as 'Viewed' in the communications 'Tracking Details' section.
E.g., if the user logged in from https://example.crm.com/crm, the endpoint defaults to example.crm.com, which the user can edit as necessary. E.g., https://example.crm.com/crm If a secure endpoint is used, 'https://' is added by the system and example.crm.com is entered by the user (as the endpoint). Custom URL: can be used by the system to handle tracking, instead of the endpoint. Tracking is usually handled by CRM.COM by sending and retrieving the necessary information. The use of a custom URL entails further implementation on behalf of a system administrator to handle the tracking. CRM.COM WEB API can be used to manage calls from outside CRM.COM. For example: <a href="https://[end_point]/crm/dynamic.do?p0=opt_in_direct&p1=[conact_information_ID]&p2=[organisation_ID]&p3=[Redirection URL]&p4=[token]"><a/> For more information contact a CRM.COM consultant. | |||||
Dynamic Links Settings | |||||
Dynamic links allow customers to update information in CRM.COM directly from their email. Enabled links will be available as communication tags (#dynamic_link). Using the event links, customers can:
Each of the links will update a related system record when clicked.
Custom URL: will be used by the system to handle dynamic links (overriding the default release URL). Updates in the system through dynamic links are normally handled by CRM.COM by sending and retrieving the required information. The use of a custom URL entails further implementation on behalf of a system administrator to handle the update in the system. CRM.COM WEB API can be used to manage calls from outside CRM.COM. For example: <a href="https://[end_point]/crm/dynamic.do?p0=opt_in_direct&p1=[conact_information_ID]&p2=[organisation_ID]&p3=[Redirection URL]&p4=[token]"><a/> For more information contact a CRM.COM consultant. | |||||
Event-based communication business definitions
Event-based communication definitions determine the rules, events, and conditions that trigger email or SMS communications to customers.
Definition fields
Definitions consist of a set of rules (conditions and events) and communication settings. For every rule, when one or more of the included conditions of an enabled event occurs, an email or SMS communication is sent.
Rules can be configured for multiple CRM.COM entities. The defined rules can be viewed in the box on the left of the Event-based Communication Definition screen. Select a rule to access its settings.
The table describes the sections of the Event-based Communications Definition Data Entry page and explains how the fields in the page are used.
Mandatory
Configurable
Common settings (Fields available for all entities) |
|---|
Communication Settings: Indicate whether an email and/or an SMS will be sent to the customer by specifying at least one of the two required communication templates. Depending on the template, it can be required to define a default email or SMS type for the communication. Consider Presentment Preferences Communication Media: Whether accounts receivable presentment preferences will be considered when communicating with the customer. If set to 'Yes', communications are sent to the email or phone number defined in the presentment preferences. Events to Apply: Select the event that will generate a communication for each entity. (i.e. On Create, On Complete) A separate rule with different communication templates can be created for each event. E.g., a rule for creating a new job could use a template with information on the requested items and another rule for closing a job could use a template which includes the bill of the customer. Applicable on Conditions: At least one condition must be met for a communication to be sent. |
| CRM Application |
Define one or more rules for each of the following entities:
Enable one or more events for each entity rule and define conditions (if applicable) that trigger the communication. |
| Billing Application |
Enable one or more subscription events for each rule and define conditions (if applicable) that trigger the communication. |
| Rewards Application |
Define one or more rules for each of the following entities:
Enable one or more events for each entity rule and define conditions (if applicable) that trigger the communication. |
| Finance Application |
Define one or more rules for each of the following entities:
Enable one or more events for each entity rule and define conditions (if applicable) that trigger the communication. |
| Foundation Application |
Define one or more rules for each of the following entities:
Enable one or more events for each entity rule and define conditions (if applicable) that trigger the communication. |
Using Communications
CRM > Communications > Manage Communications
Communications can be created from the communications Data Entry page or from the Data Entry page of any communication-enabled entity by using Communicate from the Actions menu.
Communications fields
The table describes the sections of the Communications Data Entry page and explains how the fields in the page are used.
Mandatory
Configurable
Main Information | |||||||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Category Life Cycle State: can be 'Draft' (not yet sent and can still be updated) or 'Completed' (already sent). Add Referring to Entities: Click to access the 'Related Work that the Communication Refers to' modal and select entities which will supply tags relevant to the content of the communication.
A template can be valid when selected and invalid once its information is modified (e.g., when a referred entity is removed from the communication). As templates are refreshed on input, when one becomes invalid its content is removed. Another template can then be selected. Supported Media (availability depends on the direction of the communication).
/wiki/spaces/WIP/pages/10008353 can be used to generate the subject and content of a communication, using relevant data kept on the contact information or referred entities.
| |||||||||||||||||||||||||
Referring To | |||||||||||||||||||||||||
The entities related to the contact which are cited in the communication and are used to replace the tags with the actual values. If a tag is used for an entity whose value is not defined in the 'Referring To' entities, then the tag will remain empty. Selected entities affect the filtering of available communication templates. Referring to entities
| |||||||||||||||||||||||||
| Unrestricted Parameters | |||||||||||||||||||||||||
An unrestricted tag is a special type of free text communication tag which is not replaced by values saved in the system. Values for unrestricted tags are specific to each communication. Unrestricted tags can be helpful when a term is used repeatedly, as they can be automatically replaced by a value. This section will be available only if one or more unrestricted tags are present in the subject or body of a communication or communication template. Click ADD MISSING UNRESTRICTED PARAMETERS to add tags that were not added automatically and provide a value for them. | |||||||||||||||||||||||||
| Communication Queue | |||||||||||||||||||||||||
Entries regarding the specific communication, with information on the status of the external system, the media, and the errors that may have occurred while processing it. | |||||||||||||||||||||||||
| Follow Up Communications | |||||||||||||||||||||||||
| A list of reply communications. | |||||||||||||||||||||||||
| Attachments | |||||||||||||||||||||||||
Files to be sent with the outgoing email communication. | |||||||||||||||||||||||||
Tracking Details This section is visible only for completed communications where the media is 'Email' and the direction is 'Outgoing'. | |||||||||||||||||||||||||
Email Tracking Enabled: Reflects the setting in the communications definition. Viewed: Indicates whether the recipient viewed the email (where email tracking is enabled). Viewed On (date/time) Link Tracking Enabled: Reflects the setting for email in the communications definition. | |||||||||||||||||||||||||
Tracked Links | A list of links sent through the communication with information on the URL of the link, whether it was viewed and if so the date/time when it was viewed. | ||||||||||||||||||||||||
Creating and processing communications
Validations take place before an action is initiated (prerequisite) or after it is submitted (postcondition).
Selecting and creating a communication
Specify the criteria that match the communication you are interested in or use NEW from the Actions menu to create a new communication. Provide values for mandatory fields and SAVE the communication. To update the communication at a later stage, select SAVE AS DRAFT.
Once an email or SMS communication is saved, it is sent directly to the recipient. Communications handled by external systems are sent to the communication queue for further processing.
| Prerequisite | The email or SMS server is correctly configured in the communication definition |
|---|---|
| Postconditions |
|
Modifying a communication
Enter EDIT mode from the Actions menu. Provide the required information and either SAVE to complete the communication or SAVE AS DRAFT to return and update later.
Prerequisites | Life cycle state of the communication must be 'Draft'. |
|---|
Using communication tags
Tags can be used to generate the subject and content of a communication. Tags are replaced by data kept on the related contact or referred entities, personalizing the communication with information specific to the customer.
Tags must be preceded by a '#' symbol. Once '#' is typed, the system will populate the list with available tags. The list is filtered as more text is entered.
For example, you can create an email to a customer containing their balance information, by first inserting the number of the customer's accounts receivable in the referring entities section of the communication and then supplying the content using the available accounts receivable tags, such as accounts_receivable.outstanding_amount and accounts_receivable.wallet.balance.
Refer to communication tags for a complete list of communication tags.
Action | Using Communication Tags in Communications and Communication Templates | Using Dynamic Link Tags in Communications and Communication Templates |
|---|---|---|
| Prerequisites |
| Only dynamic link tags that have been enabled through the active communications definition can be used.
If a dynamic link tag is typed manually without being enabled then:
|
Following up on a communication
The action is used to follow-up completed communications and group together those that refer to the same issue. When a communication is followed-up, the communication number of the initial communication is associated to the follow-up through the 'Referring To' communication field.
To follow up a communication click on Follow Up in the Actions menu and proceed to create the new communication normally.
Prerequisites | The life cycle state of the communication must be 'Completed'. |
|---|
Customizing a communication by using the language of the customer
The same communication template can be written in several languages. Subject to template availability, the system will attempt to customize the communication by using the customer's preferred language. If the template is not available in the preferred language, the communication is sent using the default system language.
Creating a multi-language template
- Navigate to Configuration > Communications > Set up Communication Templates and create a new template, providing the required information.
- Locate Language under the Template Values tab. The organization's default language is selected (If the customer's preferred language is not found then the default language is used).
- Provide the template content and body for the default language.
- Select a different language from the Language drop-down list.
- Provide the template content and body for the selected language.
- Repeat steps 5 and 6 for all required languages.
- SAVE the template.
Setting a preferred language
- Navigate to Manage Contact Information and access the contact's Data Entry page.
- Under the Main Information tab, select a language from the Preferred Language drop-down list.
The languages available in the system are defined under Foundation > Platform > Manage Admin Settings > Set Up General Settings > Language Settings tab.
Applying business flows on communications
Handling communications through external systems (communication queue)
Email and SMS communications are sent to the communication queue and are either processed directly through CRM.COM or by an external system defined in the communication. Third-party systems must integrate with CRM.COM using the available CRM.COM WEB APIs.
Once the communication is processed, the queue entry is marked as 'Completed' or 'Rejected' (so that it is not processed again).
Communications in a 'Pending' or 'Completed' life cycle state that are in the queue and were viewed by their recipients can be set as 'Completed and Removed' by the third-party system through the Web API (so that it is not viewed again).
The 'Completed and Removed' life cycle state is available for use by third-party systems. It is used to mark communications that have been viewed and selected to be deleted from the customer's portal or mobile app inbox.
Communicating information from any modules
Information from any entity can be efficiently communicated by using Communicate Entity available through the Actions menu (instead of going through the communications Data Entry page). Communication tags can be used to personalize the communication.
Using communications in campaigns and tracking their success
Marketing campaigns can be set up in CRM.COM using Notifications. Notifications make use of communication templates and create a communication for every customer which is included in the campaign. Email and link tracking can also be used to monitor campaign success, by reviewing how many customers have viewed the sent emails or clicked on campaign links, through a simple dashboard tool.
For more information refer to the analytics section.
Notifications and communications can be also be used to request the settlement of a missed payment. For example, customers in danger of getting disconnected can be warned to avoid service interruption.
Using dynamic links in communications
Dynamic links allow customers to update specific CRM.COM information directly from their email.
Customers can opt-in and out of mailing lists (complying with the Data Protection Act) and accept service request responses and resolutions.
Used in tandem with the event-based communication definition, the system can generate emails with dynamic links (i.e., use dynamic links in templates) whenever a specific event occurs. E.g., request that a response provided to a service request is accepted by clicking on an email link.
To use 'dynamic links':
- Enable dynamic links in the communication definition.
- Use the respective (dynamic link) tags in the communication template.
Communications Analytics
Dashboards
Dashboards make information regarding the key performance indicators of the progress of communications available from a single integrated view. Dashboards are made up of components such as charts and summary tables. Refer to Dashboards for information on their use and set-up.
Dashboard components
New Communications by direction and month
The component displays the communications which were completed within the last 12 months, in a vertical stacked bar chart, grouped by direction and month.
New communications by media and month
The component displays the communications which were completed within the last 12 months, in a vertical stacked bar chart, grouped by media and month. The results can be filtered by media.
The component displays links included in communications which were completed as part of a notification run within the last 12 months, that were either 'Viewed' or 'Not viewed', in a stacked bar, grouped by month and tracked status. The communications are filtered by notification type and link.
The component displays 'Viewed' and 'Not viewed' communications which were completed as part of a notification run within the last 12 months, in a stacked bar, grouped by month and tracked status. The communications are filtered by notification type.
Communications Business Examples
Following up on communications
Scenario
A customer of company ZX calls to register a complaint regarding the quality of their reception. The agent arranges an appointment with the technical department. Once the technician returns from the appointment, the agent calls the customer back to confirm that the problem was solved.
Solution
Customer calling-in to complain
Once the customer calls-in to file a complaint, the user should create a new communication of direction 'incoming', media 'phone' and category 'technical issue'. The communication should be saved using the 'Save as Draft' option so that its life cycle state is not updated to 'Completed'.
Agent registering an appointment
The agent should schedule an activity and assign it to the technical department providing it with all the relevant information.
Agent calling the customer back
Once the activity is closed by the technician, the agent should revisit the initial communication and save it using the 'Save' option, so that the communication's life cycle state is updated to 'Completed'.
The follow-up action should be used next. The agent should provide the following information on the new communication that will be created:
- Media: Phone
- Direction: Outgoing
- Category: Service Satisfaction
The agent should call the customer and inquire regarding the quality of the reception and the service provided by the technician. The related information should be logged by the agent in the shared notes field.
Once completed, the user should save the communication by clicking the SAVE button.
Communication templates using dynamic link tags
Scenario
Company ZX wants to communicate with its customers by email regarding required actions, prompting them to subscribe in or out of their mailing list, accept service request responses and more.
Solution
Create communication templates using communication tags.
Subscribe in Mailing List
Subscribe off Mailing List
Communicate Service Requests to accept Response
Dear #contact_information.name,
We would like to inform you that your service request related to #service_request.type, with number #service_request.number, has been successfully processed.
Please review our response below and then click on the respective link, if you agree, so that we can proceed with the resolution of your request.
Response: #service_request.response_description
Processed By: #service_request.responded_by
Processed on: #service_request.response_date
Click on the following link to accept the response: #dynamic_link.service_request_response_acceptance
Thank you for requesting our services. Should you need further assistance please do not hesitate to call our call center at any time.
Regards,
AluxSat Co.
Communication templates using communication tags
Scenario
Company ZX would like to send emails to its customers regarding their account balance, job status, subscriptions and more.
Solution
Create communication templates using communication tags and use the associated templates when creating communications.
Communicate Subscriptions
#subscription.services
#subscription.installed_items
Communicate Jobs
We would like to inform you that your job related to #job.type, with number #job.number, has been successfully completed.
Thank you for requesting our services. Should you need further assistance please do not hesitate to call our call center at any time.
Communicate Activites
We would like to inform you that your activity related to #activity.type, with number #activity.number, has been successfully completed.
Thank you for requesting our services. Should you need further assistance, please do not hesitate to call our call center at any time.
Communicate Accounts Receivable
We would like to inform you that your Account, #accounts_receivable.number, has #accounts_receivable.outstanding_amount Euros.
Please proceed with settling your outstanding amount as soon as possible as we will proceed with disconnections coming Monday.
Should you need more information please do not hesitate to call our Call Centre at any time.
Communicate Bills
Communicate Service Requests
Dear #contact_information.name,
We would like to inform you that your service r+equest related to #service_request.type, with number #service_request.number, has been successfully #service_request.status.
Thank you for requesting our services. Should you need further assistance please do not hesitate to call our call center at any time.
Regards,
AluxSat Co.
Communicate Rewards Participants
Dear #contact_information.name,
We would like to inform you that your rewards membership, with number #rewards_participant.number, has been successfully created on #rewards_participant.sign_up_on by #rewards_participant.sign_up_by_unit.
Your rewards membership is connected with your account #rewards_participant.accounts_receivable.number
You may start collecting awards and we hope you enjoy your rewards!
Should you need further assistance please do not hesitate to call our call center at any time.
Regards,
AluxSat Co.
Communicate Award Transactions
Dear #contact_information.name,
We would like to inform you that your rewards membership, with number #award_reward_transaction.rewards_participant.number, has been successfully awarded from the offer #award_reward_transaction.offer on #award_reward_transaction.date
Your rewards award transaction, with number #award_reward_transaction.number, awards your account with #award_reward_transaction.amount
We hope you enjoy your rewards!
Should you need further assistance please do not hesitate to call our call center at any time.
Regards,
AluxSat Co
Communicate Spend Transactions
Dear #contact_information.name,
We would like to inform you that you have successfully used #spend_reward_transaction.total_amount Euros from your rewards membership, with number #spend_reward_transaction.rewards_participant.number .
Your rewards were spent following the spend request with number, #spend_reward_transaction.number, on #spend_reward_transaction.date from #spend_reward_transaction.unit
We hope you enjoy your rewards!
Should you need further assistance please do not hesitate to call our call center at any time.
Regards,
AluxSat Co
Communicate Payment Gateway Card Tags
Dear #contact_information.name,
Please see below your registered card details.
Related Card Account Number: #payment_gateway_card.accounts_receivable.number
Related Card Holder Name: #payment_gateway_card.card_holder_name
Related Card Last 4 digits: #payment_gateway_card.last_four_digits
Related Account Receivable Balance: #payment_gateway_card.accounts_receivable.balance
Please review and contact our call center for any required corrections.
Regards,
AluxSat Co
Communicate Payment Gateway Request Tags
Dear #contact_information.name,
Please see below the information you have requested with regards to your account with number: #payment_gateway_request.accounts_receivable.number connected to card registered to #payment_gateway_request.payment_gateway_card.card_holder_name
The balance of your accounts receivable is #payment_gateway_request.accounts_receivable.balance and the outstanding amount is #payment_gateway_request.accounts_receivable.outstanding_amount
Should you need further assistance please do not hesitate to call our call center at any time.
Regards,
AluxSat Co
Communicate Payment Tags
Dear #contact_information.name
We would like to inform you that your payment, with payment number: #payment.number for $#payment.amount has been successfully processed.
Your current balance is: #payment.accounts_receivable.balance and your outstanding amount is:#payment.accounts_receivable.outstanding_amount
Should you need further assistance or any clarifications please do not hesitate to call our call center at any time.
Regards,
AluxSat Co
Communicating subscription details using templates
Scenarios
Company ZX would like to welcome new subscribers with an email and provide them with important information.
Solution
A template should be created as follows:
Template Text for New Subscribers
- Subscription Number: #subscription.number
- Subscription Type: #subscription.type
- Subscribed Packages: #subscription.services
- Hardware: #subscription.installed_items
Every time a new subscription is created the agent should:
- Go to the subscription.
- Execute action > Communicate Subscription.
- In the modal communication window, select the 'New Subscribers' communication template.
Notifying Overdue Subscribers
Scenario
Company ZX would like to send an SMS to overdue subscribers recommending they settle their balance to avoid getting disconnected.
Solution
Configuration
- Communication definitions should be set up so that an SMS provider is enabled.
- Communication template is created for overdue subscribers (optional).
User Process
- Create a communication:
- Contact: Select the contact with the overdue subscription
- Direction: Outgoing
- Media: SMS
- Template: Overdue subscribers (optional)
- To: Select the contact's phone number
- Content: Update or enter message
- Click on SAVE.
An SMS will be sent to the contact's mobile phone.
Notes
- If you are using a previous release, view CRM.COM Release Changes.
- Use the WEB API to create and manage communications from an external system, such as a customer portal. Refer to the Communications WEB API for a comprehensive list of available actions.
Glossary
| CRM.COM Term | Definition |
|---|---|
| SMS (Short Message Service) | A service used to exchange short text messages between mobile phones, using the SMPP protocol. |
| SMPP (Short Message Peer-to-Peer) | A standard protocol used in the Telecommunications industry for exchanging SMS messages between SMS entities (Short Message Service Centers) over TCP/IP or X.25 connections. SMPP is supported within CRM.COM to deliver SMS messages and SMSC which support the SMPP protocol v3.4. |
| Opt-in / Opt-out | To choose to be involved (opt-in) or not to participate (opt-out) in something, for example, to receive direct or affiliate marketing emails. |
| Service Request | Request used to register problems that customers experience with their products and subscriptions and to check whether products are under warranty. Service request types support the responsible agent by predetermining the category, priority level and possible statuses of the fault. |
| Notifications | Auto-generated text, used to communicate financial or customer care information to existing or prospective customers. Notifications are sent through CRM.COM by email or SMS or by using a third-party external system, such as a mobile app or portal. |