Powerful email and SMS customer and supplier communication capabilities with template support.
Emails can be sent from within the platform, using templates either for the entire email or parts of it (e.g. header and footer). Email templates use Liquid Templating Language, allowing rendering of transactional data and other content in the same way as on the website pages. All transactional email is recorded under the transaction email log for later reference. All emails can be previewed before sending.
Sending emails can be automated in many situations. For example, upon placing a new order, or receiving full payment for an order, order or payment status change can trigger an email to be sent to the customer, possibly containing order information, like an order confirmation email. All transactions support email sending automation.
Ad-hoc email refers to sending emails manually in case of exception, such as out of stock situation for a sales order, when the customer needs to be given some options as to how to proceed, like cancel order, wait for stock to arrive or get an alternative item.
Non-editable Email Templates
Automated and in some cases ad-hoc emails use templates that generate the entire email, without an option to edit its content before sending.
Editable Email Templates
When having an option to edit the content before sending, on per email bases, there is support for using a generic base template (think company letterhead), and then add the desired text to be substituted in a particular spot in the base template. It is also possible to setup text-only templates for the text itself, while retaining the ability to edit the text generated by the template before sending the email.
Similar to emails, SMS can be sent from within the platform (subject to SMS gateway integration, and SMS credits purchase). SMS templates can also make use of Liquid Templating Language to perform substitution of transactional data and other content in the SMS template before sending. All transactional SMS is recorded under the transaction SMS log for later reference.
Sending SMS can be automated in many situations. For example, upon shipping a sales order, an SMS could be sent to the customer to notify them of the fact and provide them with a tracking number. All transaction types support SMS sending automation.
An ad-hoc SMS can be send when needed. Ad-hoc SMS can also use text-only templates, which allow for modifying the template generated SMS text before sending.
Subject to SMS gateway support, SMS replies to transactional SMS will be received directly into the platform, automatically keeping track of all SMS exchange between parties.
Capturing Incoming Messages
In some cases incoming transaction messages, such as emails or even phone calls, are received outside the system and for completeness sake need to be captured into the transaction they belong to. All transaction have an option to capture incoming messages after they have been received via an external to the platform channel.
Internal comments can be added to any transaction, useful for sharing transaction-related information between staff. Internal comments are not visible to the external party and are not sent in emails or SMS.
All outgoing and incoming messages, both email and SMS, are normally included in the transaction-specific email communication as well as visible under the online transaction view, that can be accessed by the customer. Email and SMS messages which have not been emailed or SMSed yet, but have been saved with intent to be delivered to the customer, will not be visible under the online transaction view, preventing a customer from seeing any messages that are "work in progress".
Business Process Support
Ultimate business process flexibility with configurable statuses, status transitions and the ability to attach sets of actions to status transitions and other triggers and more.
Not two businesses are the same - all transaction statuses are configurable on per transaction type bases. Instead of adapting your business to the platform, adapt the platform to your business. This helps create more natural business process that is reflected in the platform as well, without a need to resort into external means to keep track of transaction related data.
Limit Status Transition
Status transitions could be restricted to follow particular paths, to reduce the chance of inadvertently move a transaction to incorrect state - such as moving a delivered order to say status "new".
Attach Tasks & Actions
Sets of actions could optionally be attached to transaction statuses, meaning that upon a transaction entering a particular state, the set of actions is executed.
Tasks & Automation
Automate mundane processes, reduce the chance of human errors and omissions, have more time for creative work.
Tasks & Actions
Tasks are used to indicate that something must be done about a transaction, as well as sequence a set of actions together for either manual or automated execution. Tasks may or may not contain automated actions, depending on the purpose. For example, a task "call customer" will have no actions attached since the calling a customer cannot be automated (in most cases). But a task "ship order" could have a sending an email action, sending an SMS action and a transaction status update action. Upon the manual part of the "ship order" task being completed, the task can be closed, triggering the email, SMS and status change with just few clicks. It is also possible to schedule tasks, either manual or automated, for later execution. Typical actions found in a task are sending an email, sending an SMS, creating other tasks, or changing the transaction status.
Manually Created Tasks
Tasks can be created manually, for example a receptions can create a "call a customer" task for a sales agent. This is useful for delegating work to other people or scheduling work for later execution.
Manually Executed Tasks
Tasks can involve manual work and manual "close" at completion of that work. When a task is manually closed, any configured actions under that task will possibly be executed - the user who is closing the task will have options on the task close screen to select/deselect which pre-configured actions should be executed.
Tasks can be created automatically on transaction status change and other triggers, such as receiving a reply to an SMS.
Tasks can be executed automatically on various triggering events, such as trigger time, transaction status change and others. Automatically executed tasks will in turn unconditionally execute any pre-configured actions.