Step 1: Admin navigates to the left navigation menu to 'Correspondence', then '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

• 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 'Add Event' within a 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 Internal 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 (SAP). The portal obtains information from these external systems and generates 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

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. Tab 3: Images

13. 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 be added 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

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. SMS - Default - The Default SMS setup and can be reused when creating a new SMS 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. Token settings - Same as explained in the Email template

SAP BP Contact 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. SAP BP Contact - The Default SAP BP Contact setup and can be reused when creating a new BP Contact 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

BP Contact Design

7. Class - The user can enter text of the BP Contact class within SAP to connect to the event

8. Action - The user can enter text of the BP Contact action within SAP to connect to the event

9. Description - The user can enter the description text of the event

10. Token settings - Same as explained in the Email template

The user is provided a variety of filters to allow the user to search for correspondence that has been sent to the customer

1. Category - The general type of correspondence sent to the customer such as Billing and Payments or Account Management

2. Event - The correspondence that was sent to the customer. Events are triggers within the portal that when executed will send the notification to the customer

3. Channel - Select from Email or SMS or BP Contact

4. Email Address

5. Account Number

6. Status - Narrow down the event status. (Queued, Sent, Failed)

7. Date Period - Select from a variety of preconfig time periods to find the correspondence.