How to setup automatic emails against linked statuses?

Setting up the automatic response storewise is great when you are busy or if you’re lucky enough to be going on vacation. Just by managing a few triggers, you can now send automatic email and SMS notifications to customers as well as to employees and suppliers when certain events are triggered such as when an invoice has passed the due date, a reminder will be sent to store owner (in-house event) as well as to customer (customer event) depending on the set email content and triggers.

Note: If you are having any trouble in replicating the previous notifications settings on this new module, please contact our customer support at support@repairdesk.co.

Just follow a few simple steps below to know how to setup automatic response.

From store settings, head to Emails and Notifications section. You will be directed to following screen where you can see module wise list of events and their relevant canned responses listed in two tabs; customer events and in-house events.


You will be directed to following screen where you can see the module wise list of all canned responses.


By opening toggles, following screen will be shown where you can setup notifications alert against each canned response.


Default Events

We have provided you with following default events in multiple modules under customers tab
1. Leads/Appointments
A customer has booked a repair appointment
A repair appointment or lead is marked as lost
A repair appointment or lead is marked as approved or converted to a repair ticket
An estimate has been created against repair appointment or lead
A new lead has been generated

2. Repair Ticket
A new ticket is created.
A device in repair ticket is marked as repaired, completed or repaired and collected.
A device in a ticket cannot be repaired.
Required repair part is not available in stock.
A device in repair ticket is waiting for customer approval.
Receipt against ticket is sent to customer
Part required to complete the repair is available in stock.

3. Unlocking
A new unlock ticket is created
A device is marked as network unlocked or completed
A device cannot be network unlocked
Unlocking ticket is marked as cancelled

4. Invoices
A new invoice is created
Remind customer when invoice has passed the due date

5. Bulk SMS
This section contains promotional SMS content which you can use to send promotional campaigns to selected or all customers using RepairDesk SMS Credits.

Following events are listed as default events under in-house tab.
1. Leads and Appointments
Notify store administrator or staff when a customer requests a repair appointment

2. Repair Tickets
A new ticket is assigned to a technician
Remind store administrator when ticket has passed due date
A new ticket has been created from customer portal

3. Purchase Order
A new purchase order is marked as sent to supplier

4. RMA
Inventory item has been added to RMA

5. GRN
Ordered inventory item is received

Description of Columns


1. Modules and Events column represents the description of event against which the canned response will be sent.
2. Canned Response Type represents the type of canned response which is listed as either default or customized. Default canned response are those that exists in the system by default. While custom canned responses are those that you can create for your convenience by editing the default canned responses.
3. Send Email Automatically trigger will automatically send an email to customers against the set event and status.
4. Send SMS Automatically trigger will automatically send an SMS to customers against the set event and status.

Note: To send SMS, please make sure that SMS integration has been enabled such as ClickaTell, SMS Broadcast, TextLocal and SMS Global. You can learn more about these integration here.

5. Subject is the email subject.
6. Status field represents the status to which respective canned response is attached.

Note: Please note that each canned response is linked to a specific status and event. So when a new ticket is created and its status is marked as In Progress, canned response set against that event and status will be sent to customer.

However, there are some specific events that are not mapped out with any status and are action based. Email against that event is sent automatically when the linked action is performed.

Creating New Event

To create new event that does not exist in the system, hit Create New Event button at the top right corner of screen.



By hitting this button, you will be directed to following screen where you can create custom event template by filling the fields listed below.



Event Type:

Event type shows the category of events i.e. whether you want to create the new event as in-house event or customer event.

Customer Events are those events against which email response is sent to customers.

In-House Events are those events against which email response is sent to employees or suppliers.

 Module:

Select the module under which you want to list the custom canned response.

 Select Template:

This field requires you to select template from list of available templates.  Please note that the list of templates shown in dropdown is dependent on the module that you have selected.

 Available Status:

Available status gives you the list of statuses available against selected module. Please note that you will not be able to use the status that is already linked to any default status.

 Email Subject:

Email subject is the subject of email.

 Description:

Description is the text field that allows you to add description for event that you are creating.

 Hide Email Content:

You can enter email content in provided space. To enable/disable email notifications against that event, please turn on/off the toggle.


Hide SMS Content:

You can enter SMS content in provided space. To enable/disable SMS notifications against that event, please turn on/off the toggle.


Hide Macros:

Macros are available to be used for customizing the SMS or Email content. You just need to copy and paste the relevant macros in content where you want to place them. 


Changing default canned response to custom canned response

If you want to create customized canned response from default canned response, simply click on Action button and you will see an option to Update. By hitting this option, you will be directed to following screen from where you can edit the content of default canned response and Hit Save button which will save the canned response as customized.


 Use View option under Action button to view the default canned response.


Once the canned response is marked as customized, please hit Reset Canned Response option shown at the bottom of Action button to reset it to get Default canned response.



Note: Please note that there are some events such as listed below against which there are no triggers to enable/disable the notifications. These events are hard coded and email against these events are sent manually by performing certain actions.

  • Reciept against ticket is sent to customer
  • Remind customer when invoice has passed due date
  • An estimate has been created against repair appointment or lead
  • A new purchase order is marked as sent to supplier
  • Inventory Item has been added to RMA
  • Ordered inventory item is recieved



FAQs

Q1. Is this module setup store wise or business wise?
A. This module is setup store wise to provide you enough flexibility to setup emails along multiple stores.

Q2. Why in-house events are action based?
A. In-house events are action based because most of the in-house events are automated such as when the due date assigned to an invoice is passed, an automatic email will be sent to store owner notifying him about the passed due date of invoice.

Q3. Can I add more macros in email templates?
A. We have planned to improve macros in next phase to provide you a comprehensive list of macros to use while editing email templates.

Q4. How can I edit and add HTML 5 content in email templates?
A. Email templates can be edited while editing existing email templates using Update option (in-case of default canned responses) or Edit template(in case of customized canned response) option.
To edit HTML content, hit Source option and you will get HTML 5 code to edit.



Q5. Are these emails and SMS notifications settings aligned to work with iPad POS Register app?
A. Yes, all relevant email and SMS notifications are aligned to work with iPad POS Register app. To learn more on which settings are aligned with iPad, please follow the attached link here.






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