Location users need to be aware of what updates Contact Center Agents make in Lead & Customer cards. This guide explains how location users access these email notifications sent notifying them of specific updates.
Notifications are sent the location email when the following actions occur;
The Contact Center creates a Lead.
A new Lead fails to sync with the property management software.
A Lead card is updated (opened & saved) by a Contact Center Agent.
A note is added to the Lead card by a Contact Center Agent.
A Contact Center Agent moves-in a Lead.
A Contact Center Agent adds a note to the Customer card.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
You must be signed into the Web Client as an Administrator to access the Settings icon and manage Contact Center configurations.
Access
(A) Settings icon - Click to access all available administrative settings.
- (B) Contact Center Configuration - Click to access all available Contact Center Configuration settings.
- (C) Notifications - Click to access the email notification options. This setting controls how a location user accesses the Lead and Customer card and whether or not they can edit either card.
Notification Options
- (D) Location App - If this is selected, the email sent to location users will contain a link that, when clicked, will open up either the Lead or Customer card in their location client. Once inside the card, they are able to view the information and make edits.
- (E) Browser (Read-Only) - If this is selected, the email sent to location users will contain a link that, when clicked, will open their browser to a read-only version of the Lead or Customer card. This allows them to see the same information as what's seen from the location app, but it will be uneditable.
- (F) Cancel - Click to reverse any changes made. For example, if you changed your selection from the Location App to the Browser, clicking cancel will revert the selection back to the Location App.
- (G) Save - When this is clicked, the screen doesn't change. However, your changes will be saved in the system and email notifications will begin to be sent via your selected option.
