Comments - Comment, SMS, Email

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Article Index

1 Comment Overview
2 Creating a Comment
3 Department Comments
4 Creating an SMS
- 4.1 New SMS dialog
5 Important Note on SMS Delivery
6 Creating an Email

Comment Overview

The Comment Overview screen is used to manage all correspondence and communications between the client and the enterprise. All comments made for a job are viewable on the Comments list with the most recent at the top of the list. Over the course of the job, a history of communications between the client and the enterprise are retained for management records. The most recent comments entered into the system for a job are also included in work flow reports.

A comment can be entered into the system for a job independently of the Comments Overview screen, and in any section of the Client & Contact Management, Land Management, and the Production Management modules.

Creating a Comment

Click New. Select the Comment method icon.
The Production Comment dialog will be displayed.
Enter the details.
Click OK. The dialog will close and a new comment will be created.

New comments can be added at any time by pressing Ctrl + F7.

Department Comments

Comments that have been entered for a specific department within Framework ECM appear in the individual comment screen associated with the selected department. This makes it easy to review comments that are specific to a particular department.

All department specific comments are displayed on the Comment Overview screen.

The Department Comments dialog is only accessed by first opening a screen in the Production Management module, such as Colours, then accessing the Department Comments dialog.

Creating an SMS

Click New. Select the SMS method icon.
The New SMS dialog will be displayed.
Enter the details.
Click OK. The dialog will close and the SMS will be sent to the Gateway.
A Comment will be created displaying the details of the sent SMS.

New SMS dialog

Group	Field	Description	Actions

Group	Field	Description	Actions
Job	Specific?	Is this SMS for the current Job only?	If an SMS is launched from the Job SMS Messages screen, by default this will be set to Yes and the Number field will display the associated job number. If launched from the Comments or SMS Message screens, by default this will be set to No.
	Number	Current Job Number	This field is locked if the Specific? field is set to Yes.
	Include Job #?	Is the Job Number to be included in the SMS content?	Toggling to Yes will insert the Job number directly into the new message.
	Include Job Address?	Is the Job Number to be included in the SMS content?	Toggling to Yes will insert the Job address directly into the new message.
SMS	Created	Date & Time SMS record was created
	Status	Status of the SMS.	Current state or final outcome of the sent message. This includes: Ready To Send: The SMS is waiting for the CCG Monitor to process. Sent: The SMS has been processed and sent with no errors. Not Sent: Message Expired: The message will not be sent. The pathway was inactive for a time long enough to exceed the expiry time set in the preferences.
	From	User who created the SMS.
	From Number	The number the recipient will see as the Sender.	This is set in Security Preferences.
	Sent	Date and Time the SMS was sent to the Insula Gateway
Comment	Include in Reporting?
	Add Follow Up?	Is a Follow Up item to be raised from this SMS?	Selecting Yes will create a CRM Follow Up item.
Recipient: Custom	Name Number	Name and Mobile phone number of the recipient	If the intended recipient is not a Client Contact for the selected Job or is not a Framework Entity, the Name and Number can be entered here. The Copy button is then used to move to the SMS Recipients list. Recognised SMS number formats: Australian SMS numbers can be formatted with the 61 country code or local 0, with spaces or without, For example; +61 4XX XXX XXX, 614XXXXXXXX, 04XX XXX XXX, 04XXXXXXXX International numbers must include the international dialling code, country code, and mobile number. For example; +[CountryCode][MobileNumber], +358 40x xxx xxx.
Recipients: Client Contacts	Name Number	Name and Mobile phone number of Client Contacts for the current Job. Note: Only contacts with a Mobile telephone number recorded will be displayed in the list for selection.	Highlight contacts and use the Copy button to move them to the SMS Recipients list. To select multiple contacts, use Shift key and click to select a group, or Ctrl and click to select individual records.
Recipients: Framework Entities	Entity Role	The role group. This defaults to Staff Member.	Select the specific role group from the drop down list. The Entities list will populate with entities that have mobile numbers and area eligible to be selected.
	Search	Free text search of the entities being displayed.
Entities	Name Number		Highlight contacts and use the Copy button to move them to the SMS Recipients list.
SMS Recipients	Name Number	This lists the Name and Number of the Contacts and Entities the SMS will be sent to.	The Recipients can be removed from the list by using the button, or by selecting individual records and using the button.

Message		This is the message content that will be sent via SMS.	There is a default message on creation, but this can be modified using the editor.
		Applying a Template	A Template can be applied to the message. This is selected using the button, and selecting from the Select SMS Template dialog.

Important Note on SMS Delivery

Insula will always attempt to deliver all SMS messages sent via our software. As this is done via third-party service providers, and then (in turn) by telecommunications network carriers (eg. Telstra, Optus, etc.), we cannot guarantee that all messages will be delivered. Insula has registered directly with services and carriers wherever possible to ensure authenticity and confidence in the messages we’re sending, increasing the likelihood of successful delivery. Delivery can however be interrupted where Sender IDs are not approved by a telecommunications carrier (eg. Telstra, Optus, etc.), or where URLs/Links are included in the SMS.

As everyone can appreciate, telecommunications carriers attempting to reduce phishing and other spam behaviour on their networks makes this a challenge. If you must include URLs/Links in your message, please thoroughly test that they can be received, but remember that delivery is at the discretion of the recipient’s carrier.

To ensure your SMS messages are delivered, Insula recommends not including URLs/Links in your messages wherever possible, and instead providing instructions to the recipient on what they should do (eg. “Log into the Customer Portal” rather than providing a hyperlink to the login).

The value-added SMS features in Insula products are offered on a best-effort basis. Delivering your messages is our first priority.

Creating an Email

Click New. Select the Email method icon.
The New Email dialog will be displayed.
Enter the details.
Click OK. The dialog will close and the Email will be sent to the Gateway.
A Comment will be created displaying the details of the sent Email.

Group	Field	Description	Actions

Group	Field	Description	Actions
Details	Job Specific?	Is this Email for the current Job only?
	Job Number	Current Job Number
	From	Email address of the sender	This field will display the primary email for the logged in user. Using the dropdown button displays alternative emails, either for the logged in user or the Security Preference enterprise default.
	Template	For selection of predetermined communication template	To view the available Templates select the popup to launch the Select Email Template dialog. The Template can contain Subject content, including merge fields Body content, including merge fields Default To, CC and BCC contacts.
	To Cc Bcc	Primary Recipients Carbon Copy Recipients Blind Carbon Copy Recipients	To add recipients for To, Cc or Bcc, select the relevant popup button to launch the Email Recipients dialog. Here you can select Client, Job or Entity contacts, using Ctrl to multi-select within each group. If there is a required recipient that does not appear in any of the groups, it can be entered as Custom. The Recipient dialog can be opened multiple times to build up the recipient list. Individual addresses can be removed from To, Cc or Bcc by using Backspace, or use the to clear all addresses.
	Cc Me	Carbon Copy Logged in User	Tick or untick to send a copy of the email to the logged in user.
	Bcc Me	Blind Carbon Copy Logged in User	Tick or untick to send a blind copy of the email to the logged in user.
Subject		Email Subject text	This can be free-typed, populated by a selected Template, or both.
Message		Email message and Signature	This can be free-typed, populated by a selected Template, or both. The toolbar of the dialog has multiple text tools for font, colour, size and formatting.
Attachments	Name Size (MB) Date Modified	Attachment processes and list	The Attach button launches an explorer dialog for the selection of various attachments. Multiple document can be attached at once, and the Attach button can be used multiple times. Individual or multiple attachments can be selected in the list and removed. All attachments can be removed at once. Important: The attachment maximum limit is 5MB. There is a Total File Size counter that displays the total size of the attached documents. The value will be displayed in red if the value exceeds the limit.