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FieldPulse Setup Guide - Australia
Administrator Setup Guides
[AUS] Setup Guide for Administrators, Part 6: Communicating with Your Customers
[AUS] Setup Guide for Administrators, Part 6: Communicating with Your Customers
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Written by FieldPulse
Updated over a week ago

You can connect with your customers through FieldPulse using email, text messages or phone calls. 

There are two communication systems in FieldPulse; one, called communication templates allows you to send template email and SMS messages to customers. This is included in the system. The other is a full phone system called FieldPulse Engage, which gives you multiple phone lines and text messaging for your team - this is a paid add-on. 

Setting up Email Message Templates

To set up email templates, navigate to Customer Communications by clicking here or clicking 'Company Settings' in the menu on the left and then click 'Customer Communications' in the top bar.

On the main Customer Communications page you can adjust your email settings, like the default 'From' name and address and default addresses to CC on your customer communications. For example you may CC the front office on all of your customer communications.

To create a new email template, click on the Email Templates sub-heading.

On the Email Templates page, click 'Create New'

This will pop up the Create Email Template window where you can start building your email template.

After naming your template and creating a subject line, you can use Field Values to populate the email with information particular to that customer and job from the details you've already entered into our system.

As you can see, you can enter information like Job Location, Job Start Date, Customer First Name and so on.

Here's an example email populated with Field Values to personalize it to your customer. Click Save when the email template is complete.

When your email template is saved you'll see it in the list.

To send the email template to a customer, navigate to the job record that you want to communicate about, and click on the purple 'Customer Communication'.

Then select the email template to send this customer.

You'll see that all of the field values have been populated and your email is ready to go. Once you've checked the details, click Send Email.

Setting up SMS Message Templates

You can also set up SMS message templates for your customers. You can use these for more urgent messages, such as an 'On the way' notification. To set up SMS message templates, navigate back to Administration and to Customer Communications. Go directly there by clicking here.

On the SMS Templates page, click 'Create New'.

You'll create your SMS Template the same way you created Email Templates, by naming it and creating the message using Field Values to personalize the message. When you're finished click 'Save'.

You'll see the new SMS template saved in the list.

FieldPulse Engage:

FieldPulse Engage is a single place for business calls, voicemails, and text messages with your customers. By using managed lines right within FieldPulse, your team can work together to respond to your customers and have a single place to see past conversations between your customers and tradies. 

Start by navigating to the 'Company Settings' page and then clicking on 'Features & Plugins'. Then, find 'FieldPulse Engage' and click 'Enable'. Engage is $39 month for the first 5 lines and additional lines after 5 are $5 per month per line. You will be assigned up to 5 local numbers, one is a main business line and the other are intended as managed lines for your tradies to use in the field. You can also port in your existing business number if you want. 

Once it has been enabled, you’ll see a link for Engage in the left side menu, click on that to go to the Engage page. 

On this page you can call or text message with customers, see past conversations for your main line and your managed lines (team members’ lines), check your voicemail or set a new voicemail greeting. To send a text or make a call, just select the customer from your customer list, or enter a new phone number. They can call you back and you can answer directly within the FieldPulse web or mobile app. 

Remember to allow Microphone permissions for the FieldPulse app to make this work!

You can learn more about the Engage system and how to get it set up on this page

Looking for a quick summary for communicating with your customers?  We’ve got you covered! There are 2 main communication systems

  • Communication templates

  • Email templates send from the web app

  • Text message templates send from the mobile app

  • Communication templates are sent from within a job

  • You can customize your communication templates using ‘Field values’ to pull info from the customer record or the job

  • FieldPulse Engage

  • This is a full phone system with 5 lines included

  • Calls or texts can be made or received from the web or mobile app

  • You will have a local number assigned or can port in your own number

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