Contents

Background

Creating Contacts for Bi-Directional Mobile Communications

Creating Contacts via the Case Information page

Creating Contacts via the Customer Contacts list

Creating Contacts via the Customer Profile

Background

Decisiv has introduced a new set of features to support bi-directional mobile communications.  This communication includes support for bi-directional SMS text messaging, as well as access to a mobile version of case for notes and estimate approvals.  To read an overview and summary of all the features, as well as a video demonstration, see Bi-Directional Mobile Communcations - Overview and Help Article Summaries.  

Creating Contacts for Bi-Directional Mobile Communications

Service provider users can create customer contacts and enable them for email and SMS text notifications. This is helpful in situations when adding new contacts to existing customers or when setting up a new customer for the first time. Contacts can be created one of three ways:

1. by the Case Information page (often filled in during case intake)
2. by visiting the customer contacts list from within the case, and
3. by searching for the customer profile and visiting the contacts list.

A contact can be created as a one-time contact for a given case, or as an ongoing contact that will be available for future use.  

Here's a video demonstration of creating a customer contact (advance to timestamp 00:27).

Creating Contacts via the Case Information page

Creating a New Contact

Depending on how a service location is configured, users may be presented with the Case Information page when they create a case or go into a case.  If not, they can navigate directly to this screen from the radio buttons at the top of the Editing Case screen.  Once on the Case Information page, users can search existing contacts directly from the "Primary Contact" field.  If the contact is not found, then users can create a new customer contact by selecting the CREATE NEW CONTACT button, as shown below. 

This will open the "Create New Customer Contact" screen, where users can create a new contact by populating the required fields identified with a star icon and enable the contact for email and/or SMS text notifications with the entry of a valid email and/or mobile phone number.

After completing the Case Information page, selecting the SAVE & CONTINUE button (if still in the process of creating the case) or the SAVE CHANGES button (if navigating to the Case Information page from within an existing case) will save the newly entered contact, making them available for communications from all recipients menus within the case.  The figure below shows the former scenario:

At this point the user will be placed back on the Editing Case screen and will see a success message in the upper right hand corner.

Editing an Existing Contact

If the email address entered has been previously used, a message will be presented on the Case Information page advising the user that this email address is associated with another contact.  This is shown in the figure below.  If so, the user can then update the contact and/or invite them to the case.  To update the contact, click on the "pencil" icon.  To invite them to the case, click on the "message" icon (i.e., the one looks like a paper airplane to the left of the "pencil" icon).  

After successfully inviting or editing the existing contact, the user will be placed back on the Case Information page to make any other entries on that page, then save to continue to the case.

Contacts Available as Recipients

After creating the new customer contact (or editing an existing contact), that contact will be available for communication from both the "New Note" Recipients menu, as well as the case Quick Action Button Recipients menu, as shown in the figures below, respectively.

New Note Recipients Menu:

Quick Action Button Recipients Menu:

Creating Contacts via the Customer Contacts List

Users can also create Contacts from within the case by selecting the Customer Contacts link located in the left corner of the case screen. 

Selecting the link will place Users on the Customer Contacts screen. 

Once on the Customer Contacts screen, Users can click  the CREATE NEW CONTACT button located in the upper right corner to open the "Create New Customer Contact" screen to create the new contact and enable them for notifications.

From here you can also edit existing contacts.  Contacts created or edited will then be available as recipients.

Creating Contacts via the Customer Profile

Users can also create new customer contacts by searching for and visiting their customer profiles. Once the customer has been found in the search results under "Customers", selecting the customer name will place users in the customer profile. 

Once in the Customer profile, users can click the "Contacts" link located in the upper left corner of the Customer Links section. 

Clicking the link will place users on the customer "Contacts" screen. 

From here the process is the same as for Creating Contacts via the Customer Contact List.

For more information on using bi-directional mobile communications features with contacts you've created, please see the following help articles on:

• Managing contacts
• Inviting contacts to cases
• Mobile communications with contacts
• Mobile estimate approvals with contacts.