Creating your Communication Templates

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Table of Contents

Overview

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With Communication Templates you’re able to automatically send important reminders and information to your customers. This is a great way for customers to know when a technician is on the way, that they have an upcoming appointment, or that their service agreement is about to expire.

The following article will instruct you on how to configure communication templates in FieldEdge.

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Instruction

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1. Start by clicking on Settings and choosing the Communication Templates option.

2. From the Template drop-down box select which template you’d like to configure.

3. Next, select one of the following options to proceed with details on how to configure a specific template: Email, SMS, or Phone.

  • Note: You can setup a combination of these types of communication. However, some templates may not allow for SMS or Phone communication.

Email

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Use the following instructions to create an Email Communication Template.

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1. Check the Active box to enable email communication for this template.

2. Enter a Reply to Address for this template. This will be the display email that will show to your customers, when receiving this email communication.

3. If you would like to receive a copy of each email of this communication, input the email that will receive this copy in the BCC section.

4. Fill out a Subject line for this email. This is typically something short and attention grabbing for your customer. For example, “Your invoice from (company name).”

5. Use the Email Body to format and add the messaging that will send with this email communication. This will be the information you want to convey to your customer.

6. Drag and drop Insert Codes into the Email Body to auto-populate certain database fields. For example, if you drag the [customer_firstname] insert code into the email body, it will display the customers first name, when they receive the email.

7. Click Save to update your template and begin using it in FieldEdge.

SMS

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Use the following instructions to create SMS texting communication for your templates.

  • Note: Some templates may not have SMS communication available. To use this function, you will need to have a lead source number created.

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1. Select the SMS tab on your communication template.

2. Check the Active box to enable SMS communication for this template.

3. In the Reply Phone Number drop-down box choose the outgoing lead source. This is the display number that will show to customers when they receive this SMS communication.

4. Input the message you want your customers to receive in the SMS Message section.

5. Drag Insert Codes into the SMS Message section to auto-populate certain database fields. For example, if you drag the [schedule_task] into the SMS message section FieldEdge will automatically show the specific task for the customers work order.

6. Click Save to update your template and begin using it in FieldEdge.

Phone

Use the following instructions to create Phone communication for your templates.

  • Note: Some templates may not have Phone communication as an available selection. To use this function, a lead source number must have been created.

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1. Click the Phone tab on your communication template.

2. Check the Active box to enable Phone communication for this template.

3. In the Call Back Number drop-down box choose the outgoing lead source. This is the display number that will show to customers when they receive this phone communication.

4. Input the message you want your customers to receive in the Phone Recording section.

5. Drag Insert Codes into the Phone Recording section to auto-populate certain database fields. For example, if you drag the [schedule_task] into the phone recording section FieldEdge will automatically show the specific task for the customers work order.

6. Click Save to update your template and begin using it in FieldEdge.

Optional

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Some templates may have optional fields, that will allow you to change when a customer will receive communication. For example, Day Before Work Reminder templates have the option of choosing a notification scheduling. Letting you decide a time-frame of when that template should be sent to your customers.

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1. Select the Start Notification Delivery Between drop-down box to choose a specific hour that this template will be sent to your customers. This is to ensure your customers are not receiving communication at all hours of the night.

Conclusion

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Repeat the above steps for each communication template you want FieldEdge to automatically send to your customers. Click here to see more information on each specific communication template, including how these communications are triggered and when they are scheduled to be sent.

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