An email is sent to the technician notifying them when the customer calls for an update.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
Communicating effectively with your customers and keeping them updated on a call is key to customer satisfaction.
ID183 is a way for your dispatcher to automatically notify the tech that the customer is calling for an update on the service ticket. The alert will email the technician notifying them, and has an option to include their manager as well.
Run Schedule: Every 10 Minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Note Type - Note type to identify as an ETA request.
Variable X: Method - The method used to notify the technician must be 'text', 'email', or 'none'
Variable Y: Branch Numbers - List the branch numbers for the alert to trigger on, separating multiples with a comma. Leave blank to trigger on all branches.
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Alert Functionality
Alert Functionality
1. To notify the technician of the ETA request, the dispatcher adds a note to the service call with the note type specified in Variable W. To add a note to the service call, the dispatcher can either right-click on the call and select Call Notes or open the call and click on the Notes button in the lower left. Whichever method is used, the note MUST be added with the Note Type specified in Variable W, or the alert will not trigger. The text entered into the Note field will be included on the email/text that is sent to the technician.
**Notes that are added in the Primary note section will not trigger the alert, the Note type seen in the bottom section has to match the variable setting.
You can create new note types by going to Tools - Lists and Codes and selecting Note types from the drop-down:
2. The service call must also be in the status of Pending, On-Hold, or Dispatched for the alert to trigger. If the call is not in one of these three statuses, the tech is not in a position to answer questions about the call, and the dispatcher should answer them rather than making an ETA Request Note.
3. The alert will only trigger once per note added to the service call.
4. The message to the tech can be sent via text message or email. Set Variable Z to the option you would like to use; you can only select one for all triggers, not both. If Variable Z is set to "text," then it looks to see whether an email address exists for the employee for texting. This is set on the Text messaging tab of the employee record in e-automate.
See this link for further details on how text messaging works = Service Call Text Messaging Set Up in eAuto – CEO Juice
If there is no text email address present, or Variable Z is "email," then it uses the email address on the address tab of the employee's record.
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Best Practices & Tips
Best Practices & Tips
None at this time.
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Related Alerts
Related Alerts
ID843 - Reports customers that have called in for an ETA update
ID859 - Ensures Technician calls customer with an ETA.
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