Correspondence

In ASAP correspondence are a method of keeping notes on an appointment, typically customer communications outside of ASAP. These notes can record:

  • Inbound Calls
  • Outbound Calls
  • Comments

These notes are then visible from the summary screen, correspondence screen and a creation record is kept in the appointment history.

All correspondence must have a reason which can be added or updated through ASAP.

On creation, correspondence can create job issues and notify selected recipients (User or Fieldworkers).

Adding Correspondence

  1. Select an appointment
  2. Select the Correspondence Tab
  3. Fill the following information and select Add Correspondence:
Field Description
Correspondence Type A pre-defined list of correspondence types that describe the communication
Reason A description of why the external communication was necessary. These reasons are defined in ASAP and can be of the type complaint which will display a separate, user defined, complaint list
Correspondence Body This is the text of the correspondence itself
Create Issue Will add an issue to the job using this correspondence as a base
Notify An option to email users and fieldworkers a notification of the correspondence

Updating Correspondence

  1. Select an appointment
  2. Select the Correspondence Tab
  3. Select a correspondence from the list
  4. Update the correspondence body, type or reason
  5. Select Edit Correspondence

Reasons

Reason are options that can be selected when creating an appointment correspondence. The typically consist of options such as:

  • Phone Audit Attempt
  • Survey Attempt
  • Enquiry - Extra Devices
  • Complaint
    • Cleanliness
    • Installation Problem

As can be seen, reasons can be of type complaint which will display a separate, user defined, complaint list.

Adding / Updating Correspondence Reasons

  1. Open the Correspondence Reasons Management Screen through Admin -> Basic Configuration -> Correspondence Reasons
  2. Fill the following information and select Add or Update Correspondence Reason
Field Description
Description The correspondence reason text
Make Default If selected, this reason will become selected by default
Is Complaint Type If checked, when selected a second list of correspondence complaints wil become available

Adding / Updating Correspondence Complaint Reasons

To create or modify a Correspondence Complaint Reason:

  1. Open the Correspondence Reason Complaint Management Screen through Admin -> Basic Configuration -> Correspondence Complaint Reasons
  2. Add or update the reason text in the Description field and select Add or Update Correspondence Complaint Reason