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.  

Inviting Contacts to Cases

If a contact isn't already available as a recipient of case notifications, users can invite them to start receiving both SMS text and email notifications for the case. Inviting a contact to a case is especially helpful when there is not already a fleet user or an existing primary/driver contact.  Inviting them makes them available as recipients in both the case notes and Quick Action Buttons.  When sending a note, these recipients can be found under the "Dealer Customer Contacts" recipients group. 

There are two ways to invite contacts to cases:

1. Select the contact as the Primary Contact or Driver Contact from the "Case Information" screen.
2. Select one or more contacts from the customer "Contacts" screen.

If you can't find your customer contact to invite them, it may be you need to create the contact or edit a contact.  If you need help with these tasks, see the following articles:

• Bi-Directional Mobile Communications - Creating Customer Contacts
• Bi-Directional Mobile Communications - Managing Customer Contacts

Select the Contact as the Primary Contact or Driver Contact

The first and quickest way to invite a contact to a case is to select them as the Primary or Driver Contact via the "Case Information" screen during the case creation process, or afterwards via the "Case Information (VMRS)" screen. 

Case Information Screen (during case creation)

Case Information (VMRS) Screen (after the case is created)

Select One or More Contacts from the Customer "Contacts" Screen

The second way is from the customer "Contacts" screen. Users can invite contacts individually or in bulk from this screen. To invite an individual contact, click the "paper airplane" icon associated with the contact in the ACTIONS column on the right.  Alternatively, you can click the checkbox next to their name on the left to select them, then click the "INVITE CONTACTS TO CASE" link.  To invite multiple contacts at once, click the checkboxes of the desired contacts (or the checkbox in the header row to select them all), then click the "INVITE CONTACTS TO CASE" link.

Customer Invitation Notification

If the contact is not already a registered user on the platform, they will get an invitation via SMS text and/or email, depending on which modes of communication are enabled for them.  These modes can be enabled or edited by the dealer at the time the contact is created or subsequently updated.  The contact will receive an invitation notification for every case they are invited to.  From the contact’s perspective, there is no need for them to accept the notification (SMS text or email), it will simply be delivered and provide a link that enables them to access the case notes and estimate details. 

Example SMS Text Invitation

Example Email Invitation

For more information on using the bi-directional mobile communications features with contacts invited to cases, please see the following help articles on:

• Creating contacts
• Managing contacts
• Mobile communications with contacts
• Mobile estimate approvals with contacts.