The Communication Manager is designed to help you send emails to customers and review the messages that have been sent.
Communication Dashboard
Under Setup, the first tab on the left is the Communication Dashboard.
This page gives you a quick summary of the messages that have been sent out. This includes the date of the last time an error occurred when a message was sent, how many messages were sent out today, and which job notifications have been sent out today.
There is also a Messages button in the bottom right corner. This button will take you to the Review tab to see the messages that have been sent out.
General Communications
There are 15 standard email templates in Successware. On the General Communications page, you can see the recipient of each message, who the message is listed as From and whether anyone is carbon copied (CC'd) or blind carbon copied (BCC'd) on the message. You are also able to change whether the recipient must opt-in to receive the email.
Under the Action column, you can click the Edit button to change the Sender Name, the address information, and whether the customer must opt-in to receive the email.
For some of the templates, the opt-in has been disabled. This includes emailing purchase orders to vendors and payment receipts to customers, because these are cases when the recipient should never need to opt-in.
You aren't able to edit the messages themselves on this tab. To edit the body of the email itself, check out the Email Templates tab on the left.
Mobile Comm Class
In order for your technicians to be able to email customers directly, you must designate an email to use in the From field of the Mobile Comm Class template.
Select the Edit option on the line-item for "Mobile Comm class". Add in an email address that Successware can use as the From /Reply To address when your technicians email customers directly.
We recommend using the same email address that is used in the Business Setup field.
You can find that email address by navigating to the Main Menu, selecting Setup, and clicking on Business Setup.
Job Notifications
This tab features two checkboxes for how job notifications should be sent out to your customers. They can be sent automatically and manually.
You can also see a drop-down list of all your job classes. Each job class has the option to choose which email template should be used for Homeowners and for Technicians.
These include:
- Booking Notifications- This is the initial email to confirm the job has been scheduled.
- Reschedule Notifications- This email is sent if the job is rescheduled.
- Reminder Notifications- This is used to make sure the customer remembers their appointment. Using the open field on the right, you can specify how many hours before the appointment the email should be sent.
- Dispatch Notifications- This is used when the technician is dispatched to the job.
- Closed Notifications- This is sent once the job is completed and closed in Successware.
- Cancel Notifications- This is sent if the job is canceled.
Email Templates
On this tab there are 13 standard email templates. This is where you can change the body of the message that is sent out to customers.
Click the Edit option to customize each email template that your company will use.
For each email template, you can change the Name of the template, the Subject of the email, the Description that is listed in Successware, and the body of the message. You can edit the message in the HTML tab to see how it will look to customers, or in the Plain Text tab if you are comfortable with HTML coding.
To add in standard fields like the Customer's Name, click and drag one of the Merge Fields from the right side onto the template.
In these fields, OTP stands for One Time Password. The Action URL field allows you to insert a link into the email.
Once you've updated your message, you can click the Test button to send out the email to an account of your choice.
Once you like the message template, click the Save button in the bottom right corner.
Review Tab
The Review tab shows a list of all messages that have been sent by your company through Successware.
You can narrow the results of this list using the Start and End date fields in the top left corner of the screen. You can also search the results by summary using the search bar in the top center section of the screen.
The Sent Date column header allows you to sort the columns, and the Sent To, Sent Result, Comm Class, Comm Type, and User Name fields allow you to filter the results by clicking the filter icon in the header.
Under the Action column you can view and messages that were sent and resend them as needed.