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 templates that 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

Configuration > CRM Application > 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 on the page are used.

Mandatory Configurable

Main Information
Message Character Count Limit: The maximum number of characters accepted by the external system. If a limit is also set in the communication definition, the system will validate against the lowest value.
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: Email Face to Face SMS Phone Letter Device: Used when the third-party system is the decoder of the subscriber through which the communication is received. E.g., a message displayed on the TV screen or inbox. Refer to Provisioning for more information.

Main Information

Message Character Count Limit: The maximum number of characters accepted by the external system.
If a limit is also set in the communication definition, the system will validate against the lowest value.

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:

Email
Face to Face
SMS
Phone
Letter
Device: Used when the third-party system is the decoder of the subscriber through which the communication is received. E.g., a message displayed on the TV screen or inbox.
Refer to Provisioning for more information.

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. A template can either be created from scratch using NEW > TEMPLATE or by copying an existing one, NEW > COPY in which case the name and alternative code must be redefined.

Template fields

The table describes the sections of the Templates Data Entry page and explains how the fields on 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: Incoming & Outgoing Phone Post Face to face Outgoing only Email SMS Category Communication Queue External System (Only systems which support the media are available for selection) 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. Tags are replaced with actual values as they are typed. "#" must precede communication tags. When the symbol is typed, the system automatically populates the list with available tags. The list gets filtered as more text is entered. Subject and content are also auto-filled when the template is selected. A WYSIWYG (what you see is what you get) tool is available for 'Email' and 'Letter' communications. A plain text area is used to capture the content of other media. The editing area of the WYSIWYG tool is used to enter content and enables editing and styling. Links to external websites (such as http://www.crm.com) can be added to templates. It is possible to add trackable links (which let the user know if the communication has been viewed). Links must include the "http://" or "https://" prefix. Related Entity: An entity whose communication tags are included in the template.
Attachments
Files that can either be uploaded or selected from the attachments library (refer to Platform) and that will be sent as attachments on outgoing email communications which use the current 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 on the page are used.

Mandatory Configurable

Server Settings

Email 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:

Default From Email Address
SMTP Host Name
SMTP Port
SMTP Security (None, SSL or TLS)
SMTP Username
SMTP Password

TEST CONNECTION with the SMTP server by using the respective button.

SMS Settings

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.

CM. Gateway Settings

Default 'From' SMS Sender: The sender info (alphanumeric, up to 11 characters) that will be displayed when sending an SMS.

Method:

HTTP
HTTP(S)
Test

Provided by CM.:

Client ID: A unique numeric identifier (2-8 characters).

User Name: alphanumeric (up to 32 characters).

Password: alphanumeric (up to 32 characters).

SMPP Gateway Settings

Host

Port

Username

Password

System Type: The type for assigning the protocol standard of the SMSC side. It is specified by SMSC and its default value is 'cp'.

Character encoding (for SMS messages)

Available values: ALPHA_DEFAULT (default), ALPHA_8_BIT, ALPHA_CYRILLIC, ALPHA_IA5, ALPHA_JIS, ALPHA_JIS_X_0212_1990, ALPHA_PS_C_5601, ALPHA_LATIN_HEBREW, ALPHA_LATIN1, ALPHA_UCS2, ALPHA_UNSPECIFIED_2.

Type of Number (select a default)

Available values are UNKNOWN (default), INTERNATIONAL, NATIONAL, NETWORK SPECIFIC, SUBSCRIBER NUMBER, ALPHANUMERIC, ABBREVIATED.

Numbering Plan Indicator (select a default)

Available values: UNKNOWN (default), ISDN, DATA, TELEX, LAND MOBILE, NATIONAL, PRIVATE, ERMES, INTERNET, WAP.

Enquire: The link interval for binding the SMPP connections (in seconds, the default is '60').

Number of Connections (created and used to send messages, the default is '1').

Reconnection Interval: The period before a new connection is attempted, when a connection is terminated (in seconds, the default is '30').

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.

Email and Link Tracking can be 'Enabled' for all communications, or restricted to those created by notification runs, by selecting the appropriate Mode.

Endpoint: Used by the system to construct the URL that handles email and link tracking. The value is set automatically using the user's login URL.

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).
If a secure endpoint is not used, the complete URL must be entered, including 'http://'.

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:

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:

Opt-in and opt-out of direct and affiliate marketing campaigns (the respective option in /wiki/spaces/WIP/pages/10010194 will be enabled/disabled accordingly).
Accept or reject contact consent (the consent state of the contact information will be updated accordingly, in compliance with GDPR)
Accept service request responses and resolutions ('Accepted By Contact' in the /wiki/spaces/WIP/pages/10008234 respective section will be automatically set to the contact with the specific email address).

Each of the links will update a related system record when clicked.

Enable: Select to include event links in email communications.
Link Text: The text that should be displayed on the event link.
Redirection URL: used to redirect the customer after clicking on the event link. If none is defined, the action will be executed and the user redirected to the default endpoint, where a 'successfully completed' or 'error' message will be displayed.

End Point: used by the system to construct the URL that will be used to handle dynamic links. If one or more events are enabled, an address must be defined.

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:

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 on 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. The setting is not available for the 'Activities' entity. Apply on Events: 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 that includes the bill of the customer. Segments: Select the segments which have the contacts to which the communication should be sent (included in segment) and the segments whose contacts should be excluded (excluded segment) Applicable on Conditions: At least one condition must be met for a communication to be sent.
Specific settings (Fields available for specific entities)
Notify the Parent Accounts Receivable: Applies to the entities below, provided the notified account is a member of an account group. Jobs Service Requests Customer Events Subscriptions Accounts Receivable Financial Transactions Wallets Rewards Transactions
CRM Application
Define one or more rules for each of the following entities: Contact Information Activities Jobs Customer Events Service Requests Leads Job Quotations 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: Reward Transactions Rewards Participants 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: Financial Transactions Wallets Vouchers Accounts Receivable 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: Access Tokens Quick Sales Enable one or more events for each entity rule and define conditions (if applicable) that trigger the communication.

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.
The setting is not available for the 'Activities' entity.

Apply on Events: 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 that includes the bill of the customer.

Segments: Select the segments which have the contacts to which the communication should be sent (included in segment) and the segments whose contacts should be excluded (excluded segment)

Applicable on Conditions: At least one condition must be met for a communication to be sent.

Specific settings

(Fields available for specific entities)

Notify the Parent Accounts Receivable: Applies to the entities below, provided the notified account is a member of an account group.

Jobs
Service Requests
Customer Events
Subscriptions
Accounts Receivable
Financial Transactions
Wallets
Rewards Transactions

CRM Application

Define one or more rules for each of the following entities:

Contact Information
Activities
Jobs
Customer Events
Service Requests
Leads
Job Quotations

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:

Reward Transactions
Rewards Participants

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:

Financial Transactions
Wallets
Vouchers
Accounts Receivable

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:

Access Tokens
Quick Sales

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

Contact: The person or company for which the communication is created, selected from existing contact information.

Direction: Whether the communication is incoming (customer communicating with an agent) or outgoing (agent communicating with a customer).

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.

Communication Template: Contact information and entities which are ‘Referred To’ in a communication are compared with the entity tags in the template. To become available for selection a template must meet one of the following criteria:

All entity tags in its subject or content must correspond to 'Referred To' entities in the communication.
It must only include date tags in the subject or content of the communication.
It must not contain communication tags.

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).

Outgoing only
- Email
- SMS
Incoming & Outgoing
- Phone
- Letter
- Face to Face

Processed by System: The displayed external systems are filtered on the specified media of 'Outgoing' direction. Only those who support the media will be available for selection.

From: The sender, set automatically to the default email address or SMS sender name, as specified in the active communication definition. Available only if the media is set to email or SMS and the direction is set to ' Outgoing'.

To: The recipient; an email address or phone number is required, which can (optionally) be selected from the existing contact information.

Available and mandatory if the media is set to 'Email' or 'SMS' and the Direction is set to 'Outgoing'.
This is a free text field. Any mobile phone number or email address can be added manually; it is possible to select from already registered contact emails and phone numbers.
For SMS, the phone number must be prefixed with the country code. E.g., +31 for The Netherlands.

Subject (for email only)

Content: The 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.

Tags are replaced with actual values as they are typed.
A "#" must precede communication tags. When the symbol is typed, the system automatically populates the list with available tags. The list gets filtered as more text is entered.
Subject and content are also auto-filled when the template is selected.
A WYSIWYG (what you see is what you get) tool is available for 'Email' and 'Letter' communications. A plain text area is used to capture the content of other media.
The editing area of the WYSIWYG tool is used to enter content and enables editing and styling.
Links to external websites (such as http://www.crm.com) can be added to templates.
It is possible to add trackable links (which let the user know if the communication has been viewed).
Links must include the "http://" or "https://" prefix.

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

Job	Subscription	Rewards Participant
Activity	Accounts Receivable	Award Transaction
Service Request	Bill	Spend Transaction
Invoice	Payment	Award Expiration Transaction
Refund	Lead	Buy in Advance Request
Communication	Notification	Payment Gateway Card
Payment Gateway Request	Access Token	Purchase Customer Event
Spend Request Customer Event	Debit Wallet Transaction	Credit Wallet Transaction

Unrestricted Parameters

They 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	If communication tags are used, 'Referring To' entities must be defined first. If unrestricted tags are used, the value of each tag must be defined in the 'Unrestricted Parameters' section.

Setting the communication From & To Information

Information is available (and mandatory) for outgoing email or SMS media:

From (sender): automatically set to the default email address specified in the active communication definitions, provided the communication media is email.
To (receiver): set manually. One email address or SMS number is required, optionally selected from the existing contact information emails/phone information.

On saving the communication, the 'from' and 'to' fields are validated. Only valid email/SMS addresses can be specified.

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 and ensure its appropriate formatting. 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	Define the relation between the communication and one of the collaboration modules before using the tag (see 'Referring To entities'). Type the '#' symbol and then proceed by typing one of the available tags. E.g., #contact_information.name. Tags must be preceded and followed by one space in communications and templates.	Only dynamic link tags that have been enabled through the active communications definition can be used. #dynamic_link.opt_in_direct_marketing: Opt-in direct marketing is enabled. #dynamic_link.opt_out_direct_marketing: Opt-out direct marketing is enabled. #dynamic_link.opt_in_affiliate_marketing: Opt-in affiliate marketing is enabled. #dynamic_link.opt_out_affiliate_marketing: Opt-out affiliate marketing is enabled. #dynamic_link.contact_consent_acceptance: Give consent to personal data use and processing (Update contact consent state to 'Accepted') #dynamic_link.contact_consent_rejection: Reject consent to personal data use and processing (Update contact consent state to 'Rejected' #dynamic_link.service_request_response_acceptance: Service request response acceptance is enabled. #dynamic_link.service_request_temporary_resolution_acceptance Tag : Service request temporary resolution acceptance is enabled. #dynamic_link.service_request_final_resolution_acceptance: Service request final resolution acceptance is enabled. If a dynamic link tag is typed manually without being enabled then: A validation error is displayed when saving the communication template or the communication.

Action

Using Communication Tags in Communications and Communication Templates

Using Dynamic Link Tags in Communications and Communication Templates

Prerequisites

Define the relation between the communication and one of the collaboration modules before using the tag (see 'Referring To entities').
Type the '#' symbol and then proceed by typing one of the available tags.
E.g., #contact_information.name.
Tags must be preceded and followed by one space in communications and templates.

Only dynamic link tags that have been enabled through the active communications definition can be used.

#dynamic_link.opt_in_direct_marketing: Opt-in direct marketing is enabled.
#dynamic_link.opt_out_direct_marketing: Opt-out direct marketing is enabled.
#dynamic_link.opt_in_affiliate_marketing: Opt-in affiliate marketing is enabled.
#dynamic_link.opt_out_affiliate_marketing: Opt-out affiliate marketing is enabled.
#dynamic_link.contact_consent_acceptance: Give consent to personal data use and processing (Update contact consent state to 'Accepted')
#dynamic_link.contact_consent_rejection: Reject consent to personal data use and processing (Update contact consent state to 'Rejected'
#dynamic_link.service_request_response_acceptance: Service request response acceptance is enabled.
#dynamic_link.service_request_temporary_resolution_acceptance Tag : Service request temporary resolution acceptance is enabled.
#dynamic_link.service_request_final_resolution_acceptance: Service request final resolution acceptance is enabled.

If a dynamic link tag is typed manually without being enabled then:

A validation error is displayed when saving the communication template or the communication.

Using free text communication tags

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 and user defined. They can be helpful when a term is used repeatedly, as they can be automatically replaced by a value. To create unrestricted tags you can use one of the predefined tags:

unrestricted_string
unrestricted_float
unrestricted_date
unrestricted_integer

Each tag must be followed by a '.' and the name of the tag, for example, unrestricted_string.name or unrestricted_date.birthday.

Once the tags are added in the subject or content of the communication, click anywhere outside the area. The 'Unrestricted Parameters' section is made available, where you can provide the values for the defined tags. As with other communication tags the values will be used to replace the unrestricted tags wherever they are used within the specific communication.

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

Sending attachments through communications

Newly uploaded files or files from the attachments library can be added to outgoing email communications as well as communication templates.

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), provide or deny their consent on the using and processing and personal information 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.

Tracked communication links by notification run and month

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.

Tracked communications by notification run and month

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

Customer calling for installation re-visit

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

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

 
Dear #contact_information.name,
We would like to welcome you to our company!
As we respect your privacy, please let us know whether you would like to be included in our mailing list. If you subscribe to our list, you will be receiving information related to all new amazing offers. You will have the chance to unsubscribe from the service whenever you please.
If you would like to be included in our direct marketing list, please click on the following link:
#dynamic_link.opt_in_direct_marketing
You also have the option to subscribe to our affiliate marketing list. If you select to subscribe to this list then you will also be contacted with offers related to our distinct partners.
If you would like to be included in our affiliate marketing list, please click on the following link:
#dynamic_link.opt_in_affiliate_marketing
 
Regards,
Company ZX Co.

Subscribe off Mailing List

 
Dear #contact_information.name,
If you would like to unsubscribe from our mailing lists, please click on the respective link below:
#dynamic_link.opt_out_direct_marketing
#dynamic_link.opt_out_affiliate_marketing
 
Regards,
Company ZX Co.

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

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

 
Dear #contact_information.name,
We would like to welcome you to our company.
Your subscription #subscription.number is now activated for the following services:
#subscription.services
The following installed items are used:
#subscription.installed_items
Your subscription #subscription.number will be paid by account #accounts_receivable.number.
Your current account balance is #accounts_receivable.balance
 
Regards,
Company ZX Co.

Communicate Jobs

Dear #contact_information.name,
 
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.
 
Regards,
Company ZX Co.

Communicate Activites

 
Dear #contact_information.name,
 
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.
 
Regards,
Company ZX Co.

Communicate Accounts Receivable

 
Dear #contact_information.name,
 
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.
 
Regards
Company ZX Co.

Communicate Bills

 
Dear #contact_information.name,
 
We would like to remind you that your bill for September with Bill No.: #bill.number needs to be settled by #bill.due_date
 
Regards,
Company ZX Co.

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

Communication template for new subscribers

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

Dear #contact_information.name,
 
We would like to welcome and congratulate you for subscribing with us. Your subscription information is the following:
Subscription Number: #subscription.number
Subscription Type: #subscription.type
Subscribed Packages: #subscription.services
Hardware: #subscription.installed_items
For any further information, please do not hesitate to contact us at 000-0000-0000. One of our call center representatives will be more than happy to assist you.
 
Regards,
Company ZX Co.

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

Overdue subscribers email

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.

Overview

Communications features

Setting Up Communications

Communication Categories

Queue External Systems

Queue external system fields

Templates

Template fields

Business definitions

Definition fields

Event-based communication business definitions

Definition fields

Using Communications

Communications fields

Creating and processing communications

Selecting and creating a communication

Setting the communication From & To Information

Modifying a communication

Using communication tags

Using free text communication tags

Following up on a communication

Customizing a communication by using the language of the customer

Applying business flows on communications

Sending attachments through communications

Handling communications through external systems (communication queue)

Communicating information from any modules

Using communications in campaigns and tracking their success

Using dynamic links in communications

Communications Analytics

Dashboards

Dashboard components

Communications Business Examples

Following up on communications

Communication templates using dynamic link tags

Communication templates using communication tags

Communicating subscription details using templates

Notifying Overdue Subscribers

Glossary

Related Links

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