How can I configure automated customer emails or SMS?

Basic principles

These functions configure the sending of emails or SMS to end customers visited.

Emails

System requirements

 Email notification to customers is available with the PREMIUM version of TourSolver only. Contact your dealer for more information.
Visits need to have an "email address" field associated at the time of import for the sending of email to be functional.

Utilization

Configuring outgoing emails in TourSolver

The Configuration menu in TourSolver accessible in the top right-hand part of the application interface gives access to the Configure outgoing emails functionality:

Once the sending of emails is activated, 2 menus have to be configured: time windows during which communication should take place, and the messages to send. The emails are sent out as and when routes are sent to resources.

Time windows to communicate

The Calculation mode of the time window of arrival to the customer item allows you to configure the format in which the visit time window is sent to the customer: the interface on the page changes according to which method is chosen as and when the time window for sending to the customer is specified.

- Time window sets up a time window (for example, a visit planned for 10.00am with a time window duration of 2 hours) -> call-in time between 10.00 and 12.00 am is communicated to the customer;
- More or less indicates a time window around the calculated arrival time (for example, a visit planned for 10.00am with a time window of 2h) -> a call-in time between 10.00 and 12.00am is communicated to the customer;
- At the latest allows you to give a time window with the planned visit that is the earliest possible visit time (for example, a visit planned for 10.00am with a time window of 2h) -> a call-in time between 8.00am and 10.00am is communicated to the customer);
- At the earliest allows you to give a time window for the planned visit that is the latest possible visiting time (for example, a visit planned for 10.00am with a 2h time window) -> a call-in time between 8.00am and 10.00am is communicated to the customer;
- Half day allows you to specify whether the call-in will take place in the morning or the afternoon;
- Day indicates the day the resource will visit.

The Communicated time window duration allows you to define a time window duration to add to the exact time of the visit when sending the email to the customer for the following calculation methods: Time window, More or less, At the latest, and At the earliest.

The Time window Reference Time is only suggested for Time window and functions with the time window duration defined. The reference time is defined in relation to the time of the programmed visit:
- 00:00 indicates that the reference time is that of the visit, to which is added the time window duration (for example, for a visit planned for 9.00am with a time window duration of 1h, a visit between 9.00am and 10.00am will be communicated to the customer);
- 00:30 indicates that the reference time is 30 minutes before that of the programmed visit, to which will be added the time window duration (for example, for a visit planned at 9.00am with a time window duration of 1h, a visit between 8.30am and 9.30am will be communicated to the customer).

The Date/Time of the planned visit corresponds to the real time of the visit to the customer and here serves as an example for the formatting of the email content.

The Time window communicated to the customer item contains the format of the time as it has been defined with the configurations set up beforehand, and here serves as an example of how the email will be formatted.

Message to send

The Customer message to send interface allows you to configure the body of the email and other details such as the recipient, the subject, header and footer…

This interface is available in standard mode (header and footer inserted via hypertext links) or advanced mode (Markdown language used to format the email).

- The sender’s address is the address of the person sending the email to the customer: this information must be supplied;
- The email subject must also be filled in (an email without any subject line is often considered to be spam);
- A hypertext link shows the email header;
- A hypertext link shows the email footer;
- Message to be sent to the customers: this message will form the body of the email. It is composed in hard text (ie text that will never change) and dynamic text that depends on the value of the visit fields as inserted. Here you can insert all the fields for a visit, and notably the Communicated time window to communicate the estimated visit times.

Sending SMS messages

System requirements

 

 Available as an option in TourSolver. This option will be invoiced pro-rata according to the number of SMS messages sent. Contact GEOCONCEPT SAS or your regular dealer for further information.
Your visits must have a "Mobile telephone" field associated at the time of import for the email sending functionality to operate.

Utilization

Configuring outgoing SMS in TourSolver

The Configuration menu in TourSolver accessible at the top right of the interface provides access to the Configure outgoing SMS functionality:

Activating the sending of SMS prompts you to configure 3 menus: time windows to communicate, messages to send, and notice of imminent arrival.

Time windows to visit

The Calculation mode of the time window of arrival to the customer item allows you to configure the format in which the visit time window is sent to the customer: the interface on the page changes according to which method is chosen as and when the time window for sending to the customer is specified.

- Time window sets up a time window (for example, a visit planned for 10.00am with a time window duration of 2 hours) -> call-in time between 10.00 and 12.00 am is communicated to the customer;
- More or less indicates a time window around the calculated arrival time (for example, a visit planned for 10.00am with a time window of 2h) -> a call-in time between 10.00 and 12.00am is communicated to the customer;
- At the latest allows you to give a time window with the planned visit that is the earliest possible visit time (for example, a visit planned for 10.00am with a time window of 2h) -> a call-in time between 8.00am and 10.00am is communicated to the customer);
- At the earliest allows you to give a time window for the planned visit that is the latest possible visiting time (for example, a visit planned for 10.00am with a 2h time window) -> a call-in time between 8.00am and 10.00am is communicated to the customer;
- Half day allows you to specify whether the call-in will take place in the morning or the afternoon;
- Day indicates the day the resource will visit.

The Communicated time window duration allows you to define a time window duration to add to the exact time of the visit when sending the SMS to the customer for the following calculation methods: Time window, More or less, At the latest, and At the earliest.

The Time window Reference Time is only suggested for Time window and functions with the time window duration defined. The reference time is defined in relation to the time of the programmed visit:
- 00:00 indicates that the reference time is that of the visit, to which is added the time window duration (for example, for a visit planned for 9.00am with a time window duration of 1h, a visit between 9.00am and 10.00am will be communicated to the customer);
- 00:30 indicates that the reference time is 30 minutes before that of the programmed visit, to which will be added the time window duration (for example, for a visit planned at 9.00am with a time window duration of 1h, a visit between 8.30am and 9.30am will be communicated to the customer).

The Date/Time of the planned visit corresponds to the real time of the visit to the customer and here serves as an example for the formatting of the SMS content.

The Time window communicated to the customer item contains the format of the time as it has been defined with the configurations set up beforehand, and here serves as an example of how the SMS will be formatted.

Customer notification messages to send

The Message to send interface allows you to configure the body of the SMS.

- The Sender name item must be filled in with a telephone number or a character string;
- Message to be sent to the customers: this message forms the body of the SMS. It is composed of hard text (that will never change) and dynamic text that will depend on the values inserted in the fields of visits. It will be possible to insert all the fields for a visit, and notably the Time window communicated to transmit the estimated visit time. In the preview pane on the right, the number of characters is counted to estimate the number of messages sent for a standard customer.

Imminent arrival

The sending of an SMS to notify a customer of imminent arrival is only possible when the visit to be fulfilled has been accepted and the preceding visit has been defined as "Terminated" by the driver.

- The Sender name item should be filled with a telephone number or character string;
- Message to be sent to the customers: this message forms the body of the SMS. It is composed of hard text (that will never change) and dynamic text that depends on the values inserted in the visit fields. A new field is now available called Estimated Time of Arrival (ETA) that takes into account traffic conditions at the time of sending the SMS. In the preview pane to the right, the number of characters is counted to estimate the number of messages sent for a standard customer.

Happy TourSolving! 


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