Customer Communication Setup

Open Setup > Customer Messaging > Customer Messaging Templates

This screen allows you to set up different messages for when automated customer communication is sent out based on a workflow in Nexsyis. Some examples of this include appointment reminders, Repair Stage updates, and whenever e-Document sets are sent to a customer. 

See highlighted below for an example where the following messages will be automatically sent to the customer when they are requested to digitally sign a Repair Authorization document set prior to repairs:

The green "+" icon allows you to add database fields to the message to pull in different values pertaining to the customer, their vehicle, the shop, etc. Once added, they display within "{}" to signify they will update to the data value when the communication is sent. In the screenshot above, {CustomerFirstName}, {Location Phone}, and {Vehicle Description} are just a few that will update in the message.

Once you have saved communications for a specific event, a small blue phone icon will show next to that event. Anything missing the icon does not have automated customer communication associated to the event.

Appointment Types

For appointment type events, the message created will automatically trigger at the moment the appointment is created. You will then be able to specify when the first and second appointment reminders will be triggered to the customer with the same message to set up two other reminder intervals that will send the same message. 

Folder Events

After Final Review: This will send the customer a message 24 hours after the folder has been reviewed:

Vehicle Delivered: You can set up multiple messages at the desired interval after the Vehicle Delivered checkbox is set.

Once you set up a message and then start marking vehicles as delivered, you can see these notifications scheduled for 24 hour after delivery by checking the "Show Scheduled" box in the Communications Tab of the Folder. 

E-mail Returning Signed Documents: Once a customer signs an electronic document, a text or e-mail will be sent containing the link to the Customer Portal (signed documents will show on the Documents tab of the portal). 

Folder Invitation: This message template should be set up with a link for the customer to access their repair on the customer portal

Repair Plan Steps

Messages set up under the Repair Plan Steps group will automatically send a text/e-mail after the repair stage is completed. A company-wide preference setting can be set to delay sending the message, i.e. by 30 minutes. If the stage moves back during that delay time, the message will not be sent until it is completed again.  See Customer Portal for more information on the "Explanation of stage for Customer Portal" field. 

Document Sets: 

These are the messages that will be sent to the customer when you send Document Sets to be viewed or signed. 

Custom: 

Create custom templates to send manually from the folder. 

Application Email Subject 

1. AP Payment Email Subject

• Triggered from: the AP Payments screen when emailing a remittance 
• Default Subject: Payment made on your behalf of {LegalEntity}.
• Important Note: "Legal Entity" is the only dynamic field supported for this email type. Do not use the green "+" button to add additional fields.

2. Customer Manual Update

• Triggered from: Folder > Communication tab when selecting "Email" as the communication method
• Default Subject: An update regarding your repair

3. Folder Screen Email Subject

• Triggered from: Clicking the email icon button at the bottom of the Folder screen to email outside of Nexsyis
• Default: Folder: {ContactID}: {CustomerName} 

4. Purchase Order Email Subject

• Triggered from: Sending a Purchase Order email from Nexsyis 
• Default: Purchase Order {PO#} For Folder: {ContactID}.
• Important Note: "PO # is not available via the green "+" button but can be manually added using the format "{PO#}"