Communications Business Features

Communications

A communication is a logged record of an interaction with a contact. Communications are event-based, where the business sets up CRM.COM Automations to automatically communicate with contacts and/or users when an event is performed, or plan-based, where the business uses Communication Plans to send communications to a number of contacts in bulk.

Communications support multiple channels, including Email, SMS, and in-app push notifications. CRM.COM is integrated with a number of Communication integrations (SMTP, SMPP etc) but custom ones can be implemented.

Communication Plans

Communication Plans allow users to define and send personalised mass communications, such as offers, announcements, or process instructions.

Settings for a Communication Plan include:

• Language: Communications can be created in multiple languages. Users can switch between languages to provide content for each.

• Integrations: Choose the channel to send the communication, such as Email, SMS, or In-App notifications.

• Content: Define the message content. Email and in-app notifications support a rich text editor with options to insert images and embedded links.

• Communication Tags: Predefined tags can be used to personalise messages. When sent, tags are replaced with actual values (e.g., ‘Dear #contact.name’ becomes ‘Dear John Smith’).

• Communication Templates: Users can save messages as templates to reuse for future communications.

• Scheduler: Define when the communication plan will run:

  • Just once: Set a specific date and time.

  • Repeatedly: Define a recurring interval (Daily, Weekly, Monthly).

• Recipients: Specify target contact segments. Only contacts in these segments will receive the communication. Segments must be created before configuring the plan and are required to execute it.

Integrations

When creating a Communication Plan, the back-end user selects the integration to send the communication. Only one integration can be chosen per communication configuration.

Available integrations for communications include:

• Firebase: In-app push notifications

• SMPP: SMS messaging service

• SMTP: Email service provider

• Alt-a-Vie: SMS messaging channel

• SendGrid: Email service provider

• Twilio: SMS messaging channel

• WhatsApp: Text messaging channel

Businesses can also implement custom communication integrations by configuring them through the back-end or using CRM.COM’s Integration Web APIs.

Communication Tags

Communication Tags allow organisations to quickly and easily create personalised messages for their contacts.

Back-end users can select tags from a predefined list to personalise the subject or content of a communication based on data from the related process, such as the Contact, Account, Wallet, and the associated business, or related entities (e.g. orders, product catalogue, subscriptions).

Tags are automatically replaced with actual values when the communication is sent.

Examples of tags:

• #contact.name – Contact’s first and last name

• #contact.email – Contact’s email address

• #account.balance – Contact’s primary account balance

• #wallet.balance – Contact’s primary wallet balance

Communications Templates

Communications can be saved as templates for reuse or created directly through Contacts & CRM Settings.

Templates can be recalled when creating the communication, subject to the language and integration selected.

In addition to being used in Communication Plans and Automations, templates can also be applied when sending emails directly to the Contact from the Contact screen, for example, to send a message with transaction details or the contact’s statement.

Event-based Communications

The CRM.COM platform enables users to create automated communications that are sent when specific events occur, such as an award, a spend, or a payment.

Event-based communications are configured through Automations and can be sent to:

• Contacts via Email, SMS, or In-App notifications

• Users via Email or SMS