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Configuring & Using The Message Centre

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This guide will take you through the process of setting up and using the Cloud Commerce Pro message centre.

Message Centre allows you to have all of your emails from various sources and sales channels integrated directly into Cloud Commerce Pro. This allows you to use a highly customisable combination of rules and filters to ensure you only see the emails you need, when you need them the most.

1. Admin Centre

1. Admin Centre

Click “Configuration” from the Admin Centre.

2. Configuration Options – Exchange Accounts

2. Configuration Options - Exchange Accounts

Navigate to “Message Centre” in the configuration options side bar and click to expand the section. Click “Exchange Accounts” to add and edit mail accounts.

3. Exchange Accounts

3. Exchange Accounts

The page will be blank if you have not previously added any accounts. Click “Add New Account” to continue.

4. New Account

4. New Account

1. Account Alias – Add a 3 character alias to identify the mail account you want to add.

2. Email – Enter the email address of the account you want to add.

3. Password – This is the password for the email account.

4. EWS URL – This is the web address for your exchange web services. For external email addresses you must use Office 365, so click the “Default Office 365” button to automatically fill this field with the correct URL. If your emails are hosted with Cloud Commerce Pro you can leave this section blank.

5. Save / Cancel – Click “Save” to confirm your choices and save the new account or “Cancel” to go back.

To add multiple accounts click “Add New Account” and repeat the steps above.

5. Configuration Options – Message Source Rules

5. Configuration Options - Message Source Rules

Message source rules are used to group together the various types of places messages can come from. Message source and classification rules are used together to direct automation such as auto reply rules and message templates and ensures they are used at the correct times.

Navigate back to the Configuration Options sidebar. Click “Message Source Rules” to continue.

6. Message Source Rules

6. Message Source Rules

Click “Add New Rule” to continue.

7. Message Source Rules – New Rule

7. Message Source Rules - New Rule

1. If Sender Ends With – Specify a variable that an email ends with such as “@gmail.com” or “@cloudcommercepro.com”.

2. Classify It As – Select what you want the above to be classified as. As mentioned above, there should be no need for you to configure Amazon and eBay sources here as these are recognised by the system:

  • Priority Sender
  • Market Place
  • Trade Partner
  • Customer
  • Internal

3. Save / Cancel – Click “Save” to confirm your choices or “Cancel” to go back. Repeat these 2 steps to add more message source rules.

8. Configuration Options – Message Classification Rules

8. Configuration Options - Message Classification Rules

Message clarification rules look at the subject of an email in order to assign it to a certain group. Message source and classification rules are used together to direct automation such as auto reply rules and message templates and ensures they are used at the correct times.

Navigate back to the Configuration Options sidebar. Click “Message Clarification Rules” to continue.

9. Message Classification Rules

9. Message Classification Rules

Click “Add New Rule” to continue.

10. Message Classification Rules – New Rule

10. Message Classification Rules - New Rule

1. If Subject Contains – Enter the variable from an emails subject line that you want to use for classification. For example you might want all emails that contain the word “Return” to be classified as “Returns”.

2. Classify It As – Select what you want the above to be classified as:

  • Order Query
  • Order Cancellation
  • Returns
  • Product Query
  • Internal

3. Save / Cancel – Click “Save” to confirm your choices or “Cancel” to go back. Repeat these 2 steps to add more message source rules.

11. Configuration Options – Message Templates

11. Configuration Options - Message Templates

You can use message templates to act as the basis for various auto-reply emails that tie in with the source and classification rules you set up previously.

Navigate back to the Configuration Options sidebar. Click “Message Templates” to continue.

12. Message Templates

12. Message Templates

Click “Add New Template” to continue.

13. Message Templates – New Template

13. Message Templates - New Template

1. Template Name – Give your template a name based on the function it will fulfil such as “Returns” or “Order Query”.

2. Template Body – Populate your template with text here.

3. Source Code – Click the <> button to populate your template with HTML code.

4. Insert – Click here for a list of pre-generated variables that can populate certain parts of the email that change. For example, $CUSTOMERTEL$ would pull the customers telephone number and insert it where the variable is placed.

5. Save / Cancel – Click “Save” to confirm your choices or cancel to go back.

Template creation is an advanced feature in Cloud Commerce Pro. If you need help with this, speak to your project manager.

14. Configuration Options – Auto Reply Rules

14. Configuration Options - Auto Reply Rules

Auto reply rules link your message templates with the messages sources and message classifications that we set up earlier in order to create an auto-reply message for a specific scenario.

Navigate back to the Configuration Options sidebar. Click “Auto Reply Rules” to continue.

15. Auto Reply Rules

15. Auto Reply Rules

Click “Add New Rule” to continue.

16. Auto Reply Rules – New Rule

16. Auto Reply Rules - New Rule

1. Message Source – Select a relevant message source for the auto reply rule you want to set up:

  • Priority Sender
  • eBay
  • Amazon
  • Market Place
  • Trade Partner
  • Customer
  • Internal

2. Message Type – Select a relevant message type for the auto reply rule you want to set up:

  • Order Query
  • Order Cancellation
  • Returns
  • Product Query
  • Internal

3. Use Template – Any templates you have created will display here. Select the one designed for this automation job.

4. Mark As Replied? – Click the check box if you want auto-replies to mark a message as having been applied to.

5. Save / Cancel – Click “Save” to confirm your choices or “Cancel” to go back.

17. Configuration Options – Message Ignore Rules

17. Configuration Options - Message Ignore Rules

The message ignore rules section allows you to set up combinations of email addresses and circumstances that you don’t want filtering through to the message centre. Use this to ensure you are only seeing the mails that need the most attention.

Navigate back to the Configuration Options sidebar. Click “Message Ignore Rules” to continue.

18. Ignore Rules

18. Ignore Rules

Click “Add Default Rules” to continue.

19. Ignore Rules – Default Rules

19. Ignore Rules - Default Rules

The default rules act as a basic mail filter for your message centre to help keep the content as relevant as possible.

To delete a rule, click the trashcan button besides it.

20. Ignore Rules – New Rule

20. Ignore Rules - New Rule

To add your own ignore rules, click “Add New Rule”.

21. Ignore Rules – New Rule Creation

21. Ignore Rules - New Rule Creation

1. If From Match – Add an email address to match up against.

2. If Subject Contains – You can leave this blank to ignore everything by the email address entered above or enter a keyword to look for in the email’s subject field to ignore. For example, you might want to ignore everything that contains the word “Return” from a specific address.

3. Save / Cancel – Click “Save” to confirm your choices or “Cancel” to go back.

22. Ignore Rules – Apply Rules

22. Ignore Rules - Apply Rules

Click “Apply Rules Now” start using your default rules as well as any you added manually.

23. Configuration Options – Reply Timers

23. Configuration Options - Reply Timers

Navigate back to the Configuration Options sidebar. Click “Reply Timers” to continue.

24. Message Reply Timers

24. Message Reply Timers

Message reply timers assign deadlines to messages to ensure such things as customer and client emails are being replied to in a timely manner.

1. Default – The default reply deadline can be set anywhere between 0 and 72 hours.

2. New – Click “Add New Rule” to make a custom timer.

25. Message Reply Timers – New Rule

25. Message Reply Timers - New Rule

1. Message Source – Pick a message source from the list to define where the email will be coming from for this timer to be applied:

  • Priority Sender
  • eBay
  • Amazon
  • Market Place
  • Trade Partner
  • Customer
  • Internal

2. Message Type – Select the type of message this timer will apply to:

  • Order Query
  • Order Cancellation
  • Returns
  • Product Query
  • Internal

3. Reply Deadline – Select the number of hours to wait before a reply is required between 0 and 72 hours.

4. Save / Cancel – Click “Save” to confirm your timer rule or “Cancel” to go back.

Repeat this process to add as many reply timers as required.

26. Admin Centre

26. Admin Centre

You can view a summary of your messages from the Admin Centre.

1. Total – The total number of unread messages.

2. Summary – Your most recent unread messages will be displayed here. The sales channel is displayed on the far left followed by the query type (product query, order query or unknown), a summary of the mail and the reply timer.

3. View All – Click “View All Messages” to go to the message centre.

27. Message Centre

27. Message Centre

1. Tabs – There are several tabs to choose from which effect what emails will be displayed:

  • New – Unread mail.
  • Urgent – Mail that is near or past its reply deadline.
  • Pending – Un-replied mail.
  • Inbox – All incoming mail.
  • Sent – All outgoing mail.
  • Ignored – Mail flagged by one or more of the ignore rules.

2. Search – You can use the search bar regardless of which tab you are in, and you will switched automatically to the search tab to display the results.

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