The Correspondence suite is located within the left navigation of MiAdmin and when expanded will reveal two additional links, Correspondence Configuration and Correspondence Logs.

1. Correspondence Configuration - Provides admin users the ability to configure and view all correspondence that have been setup within the portal.

2. Correspondence Logs - The logs provides the user the ability to look up all correspondence that has been sent or received into the portal. This is helpful when an agent needs to verify if a particular notification has been sent and received by the customer.

Correspondence Configuration

1. "Categories" View is setup in a hierarchical structure to allow the Admin user a way to view and group correspondence in relevant categories.

Level 1 - Categories - Top level - group like correspondence together

Level 2 - Events - Always linked to a Category and are either triggered by a customer or an external system interacting with the portal.

Level 3 - Channels - These are the communication methods which the admin can configure correspondence templates. "All Channels" View

2. "All Channels" view allows the admin see a table view of all channels that have been configured.

Setting up your Templates

• Categories

Support: If additional Categories are required please contact Avertra support and we will be able to assist you in the creation of additional categories.

Creating a Category

Click the "Add Category" button

Duplicate Categories cannot be maintained. Only one can be created within the correspondence structure.

• Events - "Add Event": You can add an event either by clicking "Add Event" either in the header or directly within the selected category. If you click the "Add Event" within the category, the event will automatically be allocated to that category.

Setting up your Events

1. Select Category - Dropdown list of all available categories

2. Select Event - Dropdown list of all available events.

3. External Event: Select either "Yes" or "No"

a. "No" - Internal - These events are triggered within the portal normally through a customer interaction.

Examples: Registration confirmation, Forgot Password, Email Updated

b. "Yes" External - These events are triggered based on external systems (EDW), the portal get information from these external systems and generate the configured correspondence.

Example: Bill is Ready, Past due Bill

4. If an External Event, additional fields will be made available. These fields will directly impact how the event is displayed to customer within "Notification Preferences"

a. Locked Email notifications - When set to "Yes", this will prevent the user from disabling the notification. This is important when you want to insure the customer will receive the notification, such as when the invoice is ready for the customer to view.

b. Tooltip Description - If set to "Yes", allows the admin to enter descriptive text to assist the customer in understanding what the notification is used for.

• Channels

Add Channel - When the user navigates to the templates heading the user can view all the templates that are currently configured. The user can select to "Edit" or "Delete" by selecting the line item and clicking the desired action. When the "Create New Template" action is selected the user will complete the following form in order to create the Email template.

Email Templates

The following fields are available when creating an email template

1. Category - Read Only - Displays the Category associated with the template

2. Event - Read Only - "How is this template going to be triggered?"

3. Channel - You can switch and manage your templates from within these tabs.

4. Version - Dropdown that will display all versions that are available

a. Email - Default - The Default Email is setup and can be reused when creating a new email template.

b. Create New Version

i. Version Name: Name of the version

ii. Open this Version after Saving - "Yes" or "No"

5. Active / Inactive - The user can disable the notification from being executed.

6. Show in Notifications - Toggle - If yes, these notifications when triggered will be displayed within the Notifications section in the Customer view. Typically, only external events or program enrollment notifications are toggled on.

Email Design

7. From - Required field - Default should be

8. Email Display Name - Required field -

9. Subject - Required field -

10. Tab 1: HTML Template -

a. WYSIWYG Editor

b. Text Editor

c. Preview

11. Tab 2: Plain Text

12. Tokens - Covered Below

SMS Templates

The following fields are available when creating an email template

1. Category - Read Only - Displays the Category associated with the template

2. Event - Read Only - "How is this template going to be triggered?"

3. Channel - You can switch and manage your templates from within these tabs.

4. Version - Dropdown that will display all versions that are available

a. Email - Default - The Default Email is setup and can be reused when creating a new email template.

b. Create New Version

i. Version Name: Name of the version

ii. Open this Version after Saving - "Yes" or "No"

5. Active / Inactive - The user can disable the notification from being executed.

6. Show in Notifications - Toggle - If yes, these notifications when triggered will be displayed within the Notifications section in the Customer view. Typically, only external events or program enrollment notifications are toggled on.

SMS Design

7. Body: The user can enter the text message that will be sent to the user

a. Character Limit of 160 characters.

8. Tokens - Covered Below

• Tokens

  • Tokens are variables that can be inserted into the a Email or SMS template. The variables are used to display unique information that can vary customer to customer.

  • When a new template is created, the tokens will need to added again to insure they will be displayed for the customer.

Add - Create a new variable

1. Token Type - Dropdown list of all available variables that can be inserted into a template.

2. Token Name - Format {%TOKEN%} - The token name will be inserted to the template

3. Description - Give your token a unique name - OPTIONAL

Edit - Edit an existing template

1. Either double click on the line item or click the "Edit" button to change a token.

Delete - Delete a variable

1. Select a line item and delete an existing token.