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FieldPulse Setup Guide - Australia
Team Manager Setup Guides
[AUS] Setup Guide for Team Managers, Part 6: Communicating With Your Team and Customers
[AUS] Setup Guide for Team Managers, Part 6: Communicating With Your Team and Customers
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Written by FieldPulse
Updated over a week ago

You can connect with your team in a variety of ways using FieldPulse. When they have been assigned to a job, you can communicate with them through the ‘Comments’ section of the job, or add a note on what needs to be done on site in the ‘Notes’ area.

Communicating with your Team

Job Comments and Notes:

One area where you can communicate with your team is to job comments and notes. Notes are typically applied when a job is first set up and include instructions for your tradies to execute on site. 

Comments on the other hand are typically added on the fly in real time on the job site and are marked with a timestamp to indicate when they were sent, so there's a record of all conversations that you had on site. Job comments can also trigger notifications. When you add a comment to a job, there is a trigger to notify assigned team members or notify team managers. When either of these is toggled they will send a push notification to the mobile app of whichever party is indicated. This is almost like text messaging and a great way to have two-way communications with your team about a specific job. 

Communicating with Customers:

Communication templates allow you to set up preset, customizable templates for emailing or text messaging customers. The email templates can be sent from the web app, and the SMS text message templates can be sent from the mobile app. 

To send a customer communication email, open any job. Within the job, you can click the purple 'Customer Communications’ button or the green 'Actions' button and find 'Send Customer Communication' on web. On Mobile device you can hit the green plus sign on the mobile app, and select ‘Customer Communications’.

You can then preview the customized message and send it with just a couple of clicks, whether it’s an email on the web app or a text message on the mobile app. 

When you are ready to send off your communication you can hit the 'Send Email' button. And you're communication is officially sent out!

Communicating with Customers or your Team using Engage:

If your company is using Engage, our built-in phone system, you can also use that to text or call your team members or customers directly.  If your company is not using an Engage, an administrator can set it up. Once Engage is set up you will be able to access the team phone line as well as text messaging. Select any customer from your list or enter a new phone number to send a text message or place a call.

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 techs. 

Click Engage in the left side menu to go to the Engage page.

On this page you can call or text message with customers or team members, 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 3 main communication systems

  • Job notes and comments (for your team)

  • Job notes are primarily added before the job begins

  • Job comments are usually added on-the-fly and can trigger push notifications to managers or other team members. 

  • Communication templates (for your customers) 

  • 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

  • Engage phone system (for your team or your customers)

  • An administrator has to enable the Engage system

  • Click 'Engage' in the left side menu to go to the engage page

  • Call or text from the web app or mobile, you can also receive calls or texts through FieldPulse

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