How do I know that my customer received something that I sent them via ServiceTrade?
Throughout the day you may send quotes, Work Acknowledgements, Service Links, and invoices over to customers via ServiceTrade. These objects, or links to them, are transmitted to the customer via standard email.
In the event that one of the above is not able to be delivered, the sender (email address of the user who was logged in and completed the action) will receive a bounce notification email from ServiceTrade.
- If you receive such a message, you may wish to check the address you entered for the customer, and try again.
- The recipient may have an auto-reply message set up for their email which will cause a bounce.
- If you did not receive such a message, the customer received the email.
If a customer states they did not receive an email, and you have no bounce message,
- Have them check their junk/spam in their email application. Make sure they mark messages from you as "not junk", or report a false spam message.
- If the message cannot be found in their account, it may have been captured by their mail server's quarantine before delivery, especially if they utilize Exchange Server or Office 365. Have their IT or mail server administrator check for quarantine, and to whitelist your domain (mycompanyname.com) to permanently resolve this.
How do reply-tos work? If sending a Service Link or quote, where does the customer reply go to?
The three primary default email templates that can be sent to a customer from within ServiceTrade's user-interface are quote, Service Link, and Work Acknowledgement emails.
While the intended method(s) of correspondence are included in the body of the emails themselves (i.e. the designated quote "Assigned To" person's email is a clickable link that will automatically compose a new email to that person), sometimes customers may still reply to an email to ServiceTrade by directly clicking the "Reply" button in their email client.
ServiceTrade has set up these emails to have special "under-the-hood" behavior so that a direct reply will not actually send the reply email to the "firstname.lastname@example.org" email. This means that even if a customer directly replies to an email generated from ServiceTrade, their response will still go to someone within your organization.
Here are the rules for the three types of emails, and specifically where a "direct reply" by the customer will be redirected.
- Quote: While there is a designated customer point-of-contact that can be specified in the body of the quote email (by choosing "Assign To" in the quote creation process), a customer who chooses a "direct reply" will have their response re-routed to the person whose user account initially sent the quote email.
- Service Link: The Service Link email behavior is very similar to the quote email's behavior. If a customer chooses to "direct reply" to a Service Link they have received, this reply will be re-routed to the person whose user account initially sent the quote email.
- Work Acknowledgement: The Work Acknowledgement email's "direct reply" behavior is a little bit different. If a customer chooses to "direct reply" to a Work Acknowledgement email, the reply email will be sent to the original creator of the Work Acknowledgement.
Note: In the unlikely event that the creator of a Work Acknowledgement is not the person who sends the Work Acknowledgement email to the customer, the reply email will still be sent to the original creator (and not the sender, in this case).
Can I see, export, or print all of the emails that I have sent from ServiceTrade quotes and Service Links?
- Not at this time.
- We plan to add a "cc me" feature in the future, which will help you search this content using your own email program.
- The email content editors in ServiceTrade for quotes and Service Links are meant to be for a quick personal note, along the lines of "Nice to speak with you on the phone earlier. I look forward to your response and approval." Consider placing any significant information hat you might wish to search for later into the quote description or job description.
January 1, 2019