Serviceprotocol.com contains several ways to send messages to customers – booking confirmation, order confirmation, protocol, messages to and from customers directly in an order, etc. as well as messages within your group.
First we present e-mail functions to your customers, then more internal e-mails and notifications.
General information
If you want to send a message to several people at the same time, write the addresses with a comma between them but without spaces. Example: name.name@mail.com,name2.name@mail.com
You set the sender name for SMS under Module settings – Email settings. The name can contain a maximum of 11 characters including spaces. This is a limitation of the SMS function and something we cannot influence.
Information about when, to whom and who sent the message is displayed at the top (E-mail sent:) of the detail view of a Quote, Work Order or Service Protocol.
If a change has been made to the order, the information about the sent e-mail or booking will be highlighted in red. Consider sending an email with the updated order.
Attach files to mailings
Under Group settings – E-mail settings, you can choose to select “Include uploaded files when sending”. Then you can choose which files should be attached when you send the email.
On a Service Protocol, you must also have selected the “Show images” setting for this to work. You make the setting in Service protocol settings.
Use own mail server
If you want to use your own mail server for your mailings, go to Group settings – Email settings and fill in settings for SMTP.
Admin permissions are required.
Attach files to e-mail
Under Group settings – E-mail settings, you can choose to attache all files on a service protocol when you e-mail it. You in addition to this setting needs to allow Show image in Service order settings.
On a quote you can also choose which of the files to attach.
Change to your logo in emails
Include your logo in e-mails instead of the Serviceprotocol logo. The logo added is the logo you uploaded under Group settings.
To change to your logo do this:
- Log in as admin.
- Click on Email settings.
- Mark “Show group logo”
- Save.
Applies to Work Orders
Send e-mail when Ready for invoicing
When you click Ready for invoicing on a work order, you will be asked if you want to send the work order as a pdf to the customer, if you selected “Send work order: Yes” on the contact person for the customer or facility.
This is an example of the e-mail sent.
E-mail / SMS (at the bottom of a work order)
These features are available:
- E-mail order confirmation
- E-mail protocol
- E-mail from template
- Send message
- Send booking confirmation
E-mail order confirmation
An order confirmation (pdf) is sent to the contact person of the work order. E-mail address can be changed in the popup that opens. The name of the attached file is named after the order number but can be changed if necessary.
You can create your own template for your order confirmations. Upload the template under Group settings – Module settings – Work order settings – Print template.
Read more about how to create your own template.
Select the template when you send the order confirmation.
If the recipient is a customer user or user of the system, as in the example below, he/she receives a direct link to the order, otherwise only the pdf as an attached file.
The text of the email message cannot be changed.
E-mail protocol
The function sends a protocol (pdf) of work performed to the contact person for the work order. E-mail address can be changed in the popup that opens. The name of the attached file is named after the order number. You can also choose to change this.
The text of the message cannot be changed.
If the recipient is a customer user or user of the system, as in the example, he/she receives a direct link to the order, otherwise only the pdf as an attached file.
Select contact person to send message to
When you send a message on a work order, contact persons from the order, the customer, the facility and “Invoiced to (other customer)” are listed. E-mail address and name appear in a list when you place the cursor in the field for e-mail.
E-mail from template
You can use this function if you want to create slightly longer e-mail message, send a survey, etc. This e-mail function adds a footer with your information.
How to:
- Log in as admin
- Go to Module Settings
- Click Edit email settings – Templates
- Fill in the subject and the text you want to send. The message can contain code. You can have several different messages. Click + Add a new template to create more templates.
To send:
- Go to the order you want to send from.
- Click on E-mail / SMS in the footer and select E-mail with template.
- If there is a contact person on the work order, this is filled in automatically. Otherwise, enter an e-mail address.
- Put the cursor in the field for SUBJECT and your template(s) will appear and can be selected.
- When you have selected your template, the text is filled in automatically. The text of the message can be changed if necessary. Changes to a single mailing do not change your basic settings in your template.
Send messages
Choose this if you want to set your own text when sending a message linked to a work order. For example, notification that an ordered product is available for collection. The message can be sent as e-mail and / or text (SMS).
How to:
- Log in as admin
- Click Edit Work Order Settings
- Fill in your text in the field Message when ready for invoicing (at the bottom of the popup).
To send:
- Open the Work Order you want to send the message from.
- Click on E-mail / SMS in the footer – select Send message.
- A popup will appear with your message. You can change the message if needed.
- Choose how you want to send the massage. Place the cursor in the fields to retrieve the address/mobile number of entered contact persons.
- Click Send.
Sending booking confirmations
(Applies to Work Orders and Service Orders)
Automatic e-mail function
When you add a booking on a service or work order and save the order, you will be asked: “Do you want to send an email to the contact person with booking confirmation?”
The question only comes up if there is a contact person on the order. Note that only e-mails are sent with this automatic feature, not text messages (SMS).
Send a booking confirmation
A booking confirmation can be sent by e-mail and/or text (SMS).
You may want to send a new confirmation if the booking changes or if the customer requests it.
Do this:
- Click on Send booking confirmation under the heading Booked, without opening (Edit) the order. A popup will open with the option to send e-mail and/or text (SMS).
- Mark the method or methods you want to use for sending the information.
- Fill in phone number or/and e-mail address.
- The text is preset or retrieved from your booking confirmation template, if you added one, but can be changed in the popup.
Booking confirmation template
Create a booking confirmation according to your own wishes regarding content and layout of the information. You can create different templates for work orders, service orders and contact orders.
Creating your own templates requires admin permissions.
Do this:
- Go to Group settings
- Select Email settings.
- Fill in your booking confirmation template. Use the tags listed below.
- Save.
Use these tags to get information into the template:
{company} = Your company.
{futureBookings} = Name, date and time for future bookings
{orderRef} = Order number
{nextBooking} = Name, date and time for next booking
{nextBookingName} = Name on the technician (user) on next booking
{nextBookingDate} = Date for the next booking
{nextBookingTime} -=Time intervals for next booking
{facilityOrCustomer} = Customer or facility (if it exists)
{facility} = Facility name
{address} = Facility address. If none exists, the customer’s visiting address is retrieved.
{customerOrderNumber} = Customer Order number. If a order number is missing the text “missing” is printed
{serviceObjects} = prints every service object separated with , (comma)
Example:
Template:
Hi, {facilityOrCustomer}
Our field service technician {nextBookingName} will execute the {orderRef} on {nextBookingDate}, between {nextBookingTime}
Regards
{company}
Result:
Hi, AD Building Company
Our field service technician John will execute the Order no: WO452 on Friday 06 October, between 07:00 – 08:00
Regards
My company
Message to/from customers via the Comment field on an order
Notifications can also be sent via comments to and from customer users on a work order. Read more about how this works under Work order comments.
Applies to Service Protocol
Protocols are automatically sent to a service order’s contact person if you specified this on the contact person for the customer or facility. In the field for the contact person, select “Send service protocol: Yes”. When you have created a service protocol, you will then be asked if you want to send the protocol.
The text is preset and cannot be changed.
If the recipient is a customer user or user of the system, he receives a direct link to the order, otherwise only the pdf as an attached file.
Change the file name of the protocol (PDF).
Setting to Include machine number in the PDF file name is done like this:
- Log in as admin
- Go to Module Settings
- Click Edit Purchase Order Settings
- Select Include machine number in PDF file name
Internal E-mails
Work order
Settings for E-mail for items to order etc.
Do this:
- Log in as admin
- Go to Module Settings
- Click Edit Work Order Settings
- Enter e-mail address
Here you can set the following for work orders:
- E-mail for items to order
- E-mail for ordered items
- E-mail for delivered parts
Service order
Setting for e-mail for items to order.
Do this:
- Log in as admin
- Go to Module Settings
- Click Edit Service Order Settings
- Enter e-mail address
Purchase order
The default e-mail for sending purchase orders is set as follows:
- Log in as admin
- Go to Module Settings
- Select Edit Purchase Order Settings
- Enter an e-mail address
Change how notifications are sent within your group
Setting for the Planner: Send notification on booking with remaining time
To set up:
- Log in as admin
- Go to Module Settings
- Edit Planner
Notification of when you have been assigned an order, booked, etc. can be changed for a user by the admin under User permissions or by yourself via your own account settings. Click on your username to access your Account Settings.
