Communication templates can be created as standard templates for Word documents, email and sms communication to clients.  The Communication template can be created for any one of these communication methods or one template can house all three methods for a specific topic. 

Previously titled Mail Merge and set up in the Framework Administration module under Document\MME Doc., the setup of Word document templates has now been moved to this area in the Framework Administration application.  The ability to create standard templates for email and sms is new functionality introduced in Framework v7.0.

This is a guide on how to set up and use the mail merge, email and sms communication templates in Framework. 

Requirements

The creation of communication templates is one part of the process.  There are other requirements that need to be considered for each of the communication methods.  These requirements are listed below:

Mail Merge

• Creation of the Mail Merge document in Microsoft Word.
• Creation of the Mail Merge Communication Template in the Framework Administration application.

Email

• Creation of the Mail Merge Communication Template in the Framework Administration application.
• Setup of Communications Email Service Preferences
• Setup of a User Signature

SMS

• Creation of the SMS Communication Template in the Framework Administration application.
• Setup of Communications SMS Service Preferences

Setup Procedures

Creating Communication Templates

The Communication template can be created for any one of these communication methods or one template can house all three methods for a specific topic.  For example, a Communication template can be created for the PCI Appointment that includes a letter to send to the client, an email to attach the letter template to and an sms to remind the client closer to the appointment.  By housing the three different communication methods in the one template, it makes them easier to locate and therefore manage.

Creating A Template Group

1. From the Template Groups list, select a location for the new template group. A shadow will appear around the list to indicate it is selected.
2. Click New. The Add New MME Document Group confirmation prompt will appear.
   
3. Click Yes to add a new group as a child of the current group. The MME Document Group dialog will be displayed.
   OR
   Click No to add a new group at the same level as the current section. The MME Document Group dialog will be displayed.
4. The MME Document Group dialog will be displayed.
5. Enter the details.
   
6. Click OK. The dialog will close and a new document group will be created.
   

 Adding A Communication Template

1. From the Template Groups list, select the document group to which the mail merge document will belong.
2. Click the Communication Templates.  A shadow will appear around the list to indicate it is selected.
3. Click New. The Communication Template dialog will be displayed.
4. On the General tab, enter the Name, Reference and select the required Region/Division.
   
5. Setup of the Mail Merge, Email and SMS tabs will be detailed below separately:

 Mail Merge Tab (Setting up a Mail Merge Document)

1. Click on the Mail Merge
2. Under the General heading:
   • Toggle the Mail Merge? field to Yes.
   • The Application field remains View Only as the only current format for merge documents is Microsoft Word.
3. Under the Template heading:
   • Click on the drop down list next to Folder. A Select File dialog will appear.
   • Navigate to the location of the merge document and select the required document.
   • The File Name and Folder path will automatically populated based on the selected document.
4. The Destination heading will be used for the DMS product, however this functionality is not currently available.
   
5. Click OK to close the Communication template.

 Email Tab (Setting up an Email Template)

1. Click on the Email
2. Under the General heading:
   • Toggle the Email?field to Yes.
   • In the Subject section, type the name of the email template.
   • If you want to add Framework fields to the Subject (e.g. Job Number and Land Address), click on the “Insert Field” button to launch the “Select RMS Field Code” dialog.
   • Click on the required folder in the “Groups” section and then select the required field from below in the “Field Codes” section by double clicking the field or highlighting and clicking OK to save.
   • In the Body section, type the contents of the email template.
   • If you want to add Framework fields to the Body of the email, please click on the “Insert Field” button to launch the “Select RMS Field Code” dialog and follow step 2.4 noted above.
3. For Builders with DMS - Under the Destination heading:
   • Toggle the Add to DMS? to Yes if the document also needs to be uploaded to the DMS
   • In the DMS Doc Type Key, Insert the Document Type Name

       4. Click OK to close the Communication template.

 SMS Tab (Setting up an SMS Template)

1. Click on the Email
2. Under the General heading:
   • Toggle the SMS? field to Yes.
   • In the Body section, type the contents of the SMS template.
   • If you want to add Framework fields to the SMS (e.g. Job Number and Land Address), click on the “Insert Field” button to launch the “Select RMS Field Code” dialog.
   • Click on the required folder in the “Groups” section and then select the required field from below in the “Field Codes” section by double clicking the field or highlighting and clicking OK to save.

3. The Destination heading will be used for the DMS product, however this functionality is not currently available.

1. Click OK to close the Communication template.

Setup of a User Signature

A standard user signature can be setup for each Framework user as a Default or Region/Division specific.  If a signature is created at the Region/Division level, it will overwrite the Default signature.  When an email is generated in Framework, the signature that has been created for the user will automatically populate the Email dialog.

Default is useful for one signature that encompasses your entire business.

Region/division specific may be useful for signatures that change depending on which aspect of the business you are currently logged into.

E.g. Insula Homes signature vs Insula Constructions signature

User Options – Email Signature Default

1. Click on File on the Toolbar.
2. Select User Options from the list. 
   
3. The User Options dialog will launch.  The Email Signature tab has the Region/Division automatically set to Default.
4. Type your signature as it is to appear on your emails in the Email Signature.
   
   
5. Click OK to Save.

 User Options – Email Signature Region/Division Specific

1. Click on File on the Toolbar.
2. Select User Options from the list. The User Options dialog will be displayed.
3. The Email Signature tab has the Region/Division automatically set to Default. Click on the down arrow and select the Region/Division the email signature is to be added to.
4. Type your signature as it is to appear on your emails in the Email Signature.
   
   
5. Click OK to Save.

Using the Communication Templates in Framework

Now that the setup has been completed, the Communication Templates can be applied to jobs with documents, emails and sms messages ready to send to clients.

Merging A Document Communication Template

The recipients of a mail merge document can include the current client, all clients, an existing client list, or a new client list.

1. Select CRM\Merge Doc. from the Sidebar.
2. On the bottom right of the screen, click New. The Select Merge Document Communication Template dialog will be displayed.
   
3. Select the required options:
   • Create Job Comment? – select Yes if you want a comment in the CRM\Comments
   • Create History Record? – select Yes if you want to see a record in the Job Merge Document History screen
   • Merge Recipients – click on the down arrow to select the recipients
4. From the Documents list, select the document to be merged.
5. Click OK.
6. Depending on merge recipients selected, one of the following dialogs will be displayed.
   • Bulk MME Document dialog (see Bulk MME Document Dialog).
   • Select Existing MME Criteria Profile dialog (see Select Existing MME Criteria Profile Dialog) followed by Confirm MME Recipients dialog (see Confirm MME Recipients Dialog).
   • Standard Criteria
7. Enter or edit the required details.
8. Click OK. The merged document will be opened in Microsoft Word.

Bulk Mail Merge

Bulk Mail Merges can be used for the mass production of a standard mail merge document to be sent to multiple recipients, eg: Christmas shutdown letter to clients.

The recipients of a bulk mail merge document can include an existing client list, or a new client list. 

1. Select CRM\Merge Doc. from the Sidebar.
2. On the bottom right of the screen, click New. The Select Merge Document Communication Template dialog will be displayed.
   
3. Select the required options:
   • Create Job Comment? – select Yes if you want a comment in the CRM\Comments
   • Create History Record? – select Yes if you want to see a record in the Job Merge Document History screen
   • Merge Recipients – click on Create New MME Criteria or Select Existing MME Criteria.
4. From the Documents list, select the document to be merged.
5. Click OK.
6. Select the Base Criteria
   
7. Select the Field Criteria
   
8. Enter the New Bulk Mail Merge Title and Description on the Advanced Tab and click Save.
   Note: This criteria will be saved for future use and is available using the 'Select existing MME criteria'.
   
9. Confirm the Mail Merge Recipients. You can select one client, multiple clients (using Ctrl+Shift) or All recipients.
   
10. Click OK.
11. One merge document will be opened in Microsoft Word displaying all letters for all recipients.

Sending an Email using a Communication Template

1. Select CRM\Comments from the Sidebar (Shortcut = CTRL + F7).
2. On the bottom right of the screen, click New. The New Communication dialog will be displayed.
   
3. Click on the Email icon to launch the Email
4. In the Details section, select the required options:
   Job specific? – set to Yes if it is for the current job selected or No if you want to manually enter email recipients.
   From – displays the default From email address for all emails, both your default email, and a user specific email (if set)
   To – click on the ellipsis to launch the Email Recipients You can either enter a custom email address here, select from the list of client contacts and from selected entity roles within Framework.
   Cc – click on the ellipsis and follow the steps as per the To option
   Bcc – click on the ellipsis and follow the steps as per the To option
   Template – click on the ellipsis to launch the Select Email Template
5. Select the Group the communication template is located in from the Email Template Groups.
6. Select the template from the Email Templates and click OK.
7. The Subject and Message of the email will be automatically populated from the communication template selected.
   
8. If a Template has not been selected, please enter the Subject and Message for the email to be sent.
9. In the Attachments section, add any attachment to be included in the email.
   note: any attachments added here will not automatically be added to the job as a Linked File, the email will just show the name of the attachment included
10. Click Send to send the email. A message will appear to confirm that the email was sent successfully.
11. A Comment will be added to the Comment Overview screen and the Method for the comment will show Sent Email.

 Sending an SMS using a Communication Template

1. Select CRM\Comments from the Sidebar.
2. On the bottom right of the screen, click New. The New Communication dialog will be displayed.
   
3. Click on the SMS icon to launch the New SMS
4. In the body of the dialog, select the required options:
   Job specific? – if set to Yes, the Job Number for the current job selected is shown and you have the option to select if the SMS is to include the Job number and address. If set to No, the SMS will not be specific to the Job.
   SMS – displays the default From Number for all sms messages.
   Comment – allows the option to include the comment in reporting and the addition of a Follow Up.
   Recipient: Custom – allows the addition of a recipient that is not associated with the job in Framework. Once the name and number have been added, click the >> button to add the number to the SMS Recipient section.
   Recipients: Client Contacts – highlight the Client Contact listed the sms is to be sent to and click the >> button to add the number to the SMS Recipient section.
   Recipients: Framework Entities – the Entity Role selection defaults to Staff Member. Click on the down arrow to select another entity role.  The entities with mobile numbers will display in the Entities list.  Highlight the Entity listed the sms is to be sent to and click the >> button to add the number to the SMS Recipient section.
   SMS Recipients – Any recipients selected from the Recipient: Custom, Recipients: Client Contacts or Recipients: Framework Entities will be displayed here.
   Message – A signature is automatically included which shows the name of the user logged in and the name of the Region/Division logged into.
5. To select a Communication Template, click on the ellipsis next to the Message click on the ellipsis to launch the Select SMS Template
6. Select the Group the communication template is located in from the SMS Template Groups.
7. Select the template from the SMS Templates and click OK. The body of the Message will be automatically populated from the communication template selected.
   
8. Click OK to send the sms.
9. A Comment will be added to the Comment Overview screen and the Method for the comment will show Sent SMS.

If you encounter any issues with this process, please get in touch with one of our support team. Details can be found here.