Triggers an alert when a service call is created and there is either no contact linked, or the linked contact does not have an email address.
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Overview | Samples | Variables | Alert Functionality | Best Practices & Tips | Related Alerts
Overview
Overview
Capturing customers' contact information is a critical component of communicating effectively with your customers. One of the best places to capture this information is when service calls are placed. If the contact is not in e-automate, your dispatchers should take the extra minute to capture the caller's name, phone, and email address.
This process triggers when a corrective maintenance service call is created, and a contact is not linked, or the linked contact does not have an email address set. The alert will not trigger for users who are marked as technicians.
Run Schedule: Every 15 minutes
Type of Output: Email
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Sample
Sample
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Variables
Variables
Variable W: Custom Property used to exclude a customer from the service call survey. Default is ZCJDisableCallSurveys and should match your settings in the ID109 subscription
Variable X: Contact Category used to exclude a contact from the service call survey. Default is ZCJDNS109 and should match your settings in the ID109 subscription
Variable Y: List branch numbers for alert to trigger on, if blank will trigger for ALL branches in e-automate
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Alert Functionality
Alert Functionality
1. For a call to trigger the alert:
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Call type must be Corrective Maintenance.
Call status must not be canceled.
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There is no linked contact on the call, or the linked contact does not have an email address.
No contact linked:
Contact linked, but no email address on contact record:
Contact is not flagged as either third-party or declined to have emails sent. The alert determines this by excluding contacts with either 'decl' or 3rd' in the contact number:
The call creator is not an active technician.
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The customer on the call has not opted out of receiving surveys.
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Contact has not opted out of receiving surveys.
If a branch is specified in Variable Y, the branch on the service call must match.
The user who created the call must have their user ID linked to an employee record in e-automate. Without this linking, the alert is unable to send the alert email to the creator of the call and will not trigger on the call.
2. The alert will show one of two error messages:
- No Contact Associated - no contact on service call
- Contact missing email - contact linked, but missing email.
3. Click here for a process to provide visualization to your dispatchers in real time (while they are on the phone to a client), that this contact has previously stated they do not wish to provide an email address. It will avoid dispatchers repeatedly asking every time a call is placed. NOTE - this is just a visualization for dispatchers.
4. Note: This task WILL UPDATE your new rescheduled service call contact info with the original call's caller contact information if the rescheduled call has dropped that information. There is a fault in the ECI reschedule process that sometimes drops the associated contact record calls that are created automatically by e-automate's incomplete/reschedule process.
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Best Practices & Tips
Best Practices & Tips
1. We highly recommend setting this alert to go to the creator of the service call, i.e. the dispatcher who entered the transaction in e-automate, by selecting 'Creator' box in the subscription. If additional emails are needed, add them in the CC field of the subscription. In order to send to the creator of the call, the user ID must be linked to an employee record in e-automate.
2. There is a setting available to automatically link the "Equipment Contact" on the equipment record to the service call. We highly recommend NOT using this function as contacts change. This setting is located in Tools/Options/Service Calls as shown here:
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Related Alerts
Related Alerts
ID188 - Daily Summary of Service Calls with and without a Contact
ID109 - Service Call Survey
ID221 - e-automate Users Not Set Up Correctly
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