An ad hoc communication can be generated on-the-fly from many different system touch points e.g. a contact summary screen, a repair request, an inspection, a works order, an invoice, a statement, a quote, a user account, etc. As the generation process is consistent irrespective of touch point, this topic uses the example of a contact repair request to describe the ad hoc communication utility.
The procedure to create an ad hoc communication for a contact (repair request example) is as follows:
- Using the global search facility, type in the first few characters of the contact
1.
- Double-click on the row containing the exact record match. Where the expected record is not listed, a more advanced search can be conducted using the spy-glass icon (
).
- Click on Repair Requests (contact summary 360 view) 2. The Repairs History tile is activated, revealing a list of all recorded repairs in the Repairs History summary table.
- Double-click on the row containing the specific repair request against which an ad hoc communication will be generated. The Repair Request window is displayed.
- Navigate to Menu > Ad hoc communication. The Ad hoc Communication Creation - Communication Selection window is displayed.
- Using the Communication drop-down field, select the desired communication definition for the repair request. A list of proposed recipients is displayed in the Recipients summary table 3.
- Optionally, to include additional recipients: (a) Click on Search For Contact - The Search Contact window is displayed; (b) Enter sufficient contact details into the search fields provided and click on Search - The Select Contact window is displayed; (c) Double-click on the row containing the exact record match or use Refine Search to enter alternative criteria.
- Confirm the final recipient distribution list by activating the Receive tick boxes provided.
- Optionally, to override the communication method for a recipient: (a) Select the row containing a specific contact; (b) Using the Override method drop-down field, select an alternative communication method - The Apply Override option is activated 4; (c) Click on Apply Override - The alternative method of communication is displayed against the recipient.
- Click on Next.
- Enter an appropriate value or response for each custom parameter i.e. a date and time, an integer (within a specified range), a lookup selection or free text 5.
- Click on Next. The Ad hoc Communication - Confirmation window is displayed, revealing the underlying correspondence templates in the Communication Confirmation summary table.
- Optionally, to incorporate changes to the correspondence prior to final dispatch, highlight the relevant communication job and click on Edit. The Editor window is displayed, ready to apply minor alterations to the letter, email or SMS, as appropriate. This requisite step mirrors the procedure covered separately in the topics To define a communication letter template, To define a communication email template and To define a communication SMS template.
- Optionally, to override the destination queue for a communication job: (a) Highlight the row containing a specific communication job; (b) Using the Queue override drop-down field, select an alternative communication queue - The Apply Override Queue option is activated 6; (c) Click on Apply Override Queue - The alternative queue is displayed against the communication job.
- Click on Finish 7. A confirmation message is displayed, and each communication job is dispatched to the designated queue.
Note
1 The search facility will automatically return all possible matches for both first name and last name once the Number of characters before an automatic search commences system preference is reached.
2 The availability and customisation of all Contact Summary 360 View tiles is controlled separately for each end user via their unique system profile.
3 The rule used to compile the list of proposed recipients is specified in the communication definition.
4 The ability to override a communication method will only be available if the permission is set within the communication definition.
5 This step will only be encountered where parameters exist; values for all mandatory parameters must be entered before proceeding onto the next step.
6 The ability to override a communication queue will only be available if the permission is set within the communication definition template.
7 The desired output can be verified using the Preview option.
See related topics...
To define a communication letter template
To define a communication email template
To define a communication SMS template
To send a communication held in a queue
To create an ad hoc communication for a contact group
To create a new communication definition
To define the user profile
Using the search facility
