Dynamic notifications with attachments

The new Dynamic Notifications with Attachments feature in wolkvox CRM allows users to attach and send customized files when managing a case within the system. This feature makes it easier to select and send multiple files relevant to each case, improving communication and follow-up. Users can select and confirm attachments before sending them, ensuring that only necessary and relevant information is sent.

Benefits

• Personalization: Allows you to send specific and relevant information for each case, improving communication and follow-up.
• Time Saving: Facilitates the selection and sending of multiple files in a single step, optimizing the workflow.
• Security: Ensures that only files selected by the user are sent, avoiding errors or unnecessary sending.
• Improved Care: Recipients receive exactly the necessary documentation, which speeds up case resolution and improves customer satisfaction.

To set up and use Dynamic Notifications with Attachments in wolkvox CRM, follow these steps:

Access Notification Settings

1. Log in to wolkvox CRM.
2. Click the "Settings" icon in the left side menu.
3. Select the "Customize" tab.
4. Go to the "Modules and Fields" tab.
5. Select the "Cases" module.

Notification Settings

1. Once inside the Cases module settings, find and click the Bell button (Notifications) in the top bar. On the notification settings screen, adjust the following settings:
2. Type: Select the Case Type for which you want to set up the notification (e.g., "Petitions," "Complaints," etc.).
3. Events: Select the type of event that will trigger the notification. This attachment feature only applies to the following events: "Open," "Closed," "Change of Responsible," and "Add Comment."
4. Templates: Select the email template to use for this notification. This template must be previously created.
5. Recipient: In the "Recipient" section, define who the notification will be sent to:
   • Turn on the switch for "Responsible" if you want to notify the person responsible for the case.
   • Turn on the switch for "Owner" if you want to notify the case owner.
   • Turn on the switch for "Contact" if you want to notify the contact associated with the case.
   • Select one or more "Groups" of users if you want the notification to reach a specific group.
6. Send attachments: In the "Settings for sending attachments to notifications" section, activate the "Send attachments" toggle. This action enables the ability to attach files to the notification.
7. Notification Methods: In the "Notification Methods" section, turn on the "Email" switch to ensure the notification is sent via email (attachment sending is linked to email). You can enable "SMS" if applicable, although attachments will only be sent via email.

Once you've configured all of your notification settings, click the "Edit" button at the bottom to save and apply your changes.

Sending Notifications with Attachments

When creating a new case record or editing an existing case record in the Cases module, depending on the configured "Event" (e.g., saving a case with "Open" status or adding a comment), clicking the "Save" button on the case record will display a modal window titled "Select Attachments."

In this modal window, all files already attached to that case record will be listed. You can:

• Select files individually: Select the checkbox next to each file you want to include in the notification.
• Select All: Click the "Select All" option to include all files attached to the case in the notification.
• Send without attachments: If you choose not to send any files in this specific notification, you can click "Send without attachments."

Once you've selected your files (or chosen the option to send without attachments), click the "Confirm" button.

After confirming, the system will process the notification. You'll see a confirmation message in the lower left corner of the wolkvox CRM interface: "Contacts have been notified via email."

Result for the recipient

Depending on the recipient's settings, users or contacts will receive an email containing the content of the selected template and any files you've chosen to attach from the case, making it easy to access relevant information immediately.

New contact buttons in the Opportunities module

New direct contact buttons have been implemented within the opportunities module in wolkvox CRM. These buttons allow users to perform quick and efficient actions such as sending WhatsApp templates, sending SMS messages, and managing their DNC (Do Not Contact) list. This feature improves sales responsiveness and streamlines communication processes directly from the platform.

Benefits

• Rapid Communication: Allows users to contact customers immediately via WhatsApp or SMS, improving responsiveness.
• Efficient DNC Management: Facilitates the inclusion or exclusion of numbers on the DNC list, ensuring that communications are handled appropriately and respecting customer contact preferences.
• Process Agility: Optimizes communication processes by enabling direct actions from the opportunities module, improving operational efficiency.
• Personalization: Allows the sending of personalized messages and predefined templates, improving customer interaction.

How to activate this new feature?

To activate and use the contact buttons in the Opportunities module, follow these steps:

Setting Permissions by Profile:

• Access settings from the left side menu.
• Select the "Users" tab.
• Go to the "Profiles" tab.
• Select the profile whose permissions you want to edit.
• Go to the "Basic" permissions tab.
• Activate the "WhatsApp", "SMS" and/or "DNC" checkboxes for the Opportunities module.
• Click "Edit" to save your changes.

Using the Contact Buttons:

• Enter one of the records created in the Opportunities module.
• Use the following buttons according to your needs:
  • Send WhatsApp template: Select a WhatsApp message template to send. This feature requires integration with wolkvox Manager and the corresponding WhatsApp connectors and templates.
  • Send text message: Send a text message directly from the platform. This requires integration with wolkvox Manager and at least one phone field with the phone number in the record.
  • DNC Setting: Include or exclude the phone number from the record in the Do Not Call list. This requires that there be at least one phone field with the phone number in the record.

Forwarding emails from the outbox

Two new features have been implemented in the Wolkvox CRM outbox to optimize email management and improve communication tracking. These features include a filter to identify unsent emails and the ability to resend failed emails. These improvements allow for more efficient management and better tracking of email communications.

Benefits

• Efficiency and Time Savings: Facilitates the rapid identification of failed emails, saving time in communications management.
• Improved Communication and Tracking: Allows you to forward unsent emails, ensuring recipients receive the necessary information and improving communication tracking.

Explanation of the process

To use these new features in your Wolkvox CRM outbox, follow these steps:

Accessing the Outbox:

• Log in to wolkvox CRM.
• Select the "Outbox" button in the left side menu.

Using the Failed Mail Filter:

• In the outbox, look for the "Select fields" field.
• Select the "Failed Emails" option from the drop-down menu.
• Click the "Search" button to filter and display only emails that were not sent successfully.

Failed Email Forwarding:

• Once you've identified the failed emails, select the email you want to resend.
• Click the "Resend" button to attempt to send the email notification to the original recipients again.

Considerations

• Forwarding Limitations: The content of the original email cannot be modified when forwarding it.
• Individual Forwarding: Only one email can be forwarded at a time.