Email Management

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Revision as of 11:05, 17 March 2011

Beginning with FTD Mercury X3, you have significant control in how you want to interact with your customers via email. You can:

• Configure whether a customer will receive invoices, statements, delivery confirmations, and/or order confirmations via email, and which email addresses to use for each email type
• Send personal email messages to customers
• Add multiple email email addresses to customer accounts
• Specify email addresses for customer contacts
• Enable delivery confirmations and/or order confirmations for all new accounts
• Enable delivery and/or order confirmations for all accounts

You can set up email information for a customer from the Email area of the Customer Detail Information window. Each customer can be configured to receive the following types of email:

• E-mail Messages - personal email messages to the customer
• Invoices - sent automatically sent when completing orders; you can also send on an ad hoc basis when completing an if you do not want to send them automatically
• Order Confirmations - sent automatically sent when completing orders; you can also send on an ad hoc basis when completing an if you do not want to send them automatically
• Delivery Confirmations - sent automatically sent when completing orders; you can also send on an ad hoc basis when completing an if you do not want to send them automatically
• Statements - sent after you generate statements

For Order Confirmations and Delivery Confirmations, you must set up you must set up a template in FTD Document Center.

When you enter an order, if you have selected the check boxes for Invoices or Order Confirmations, the customer will automatically be sent the invoice and/or order confirmation when the order is completed. Delivery confirmations are sent automatically when you mark the order delivered if you selected Delivery Confirmations check box. Statements are sent after generation if you have checked that box.

The email address used, by default, is the email address entered in the appropriate field in the General tab of the Customer Detail Information window. If you have used a customer contact by selecting it from the Ordered By field, and if the contact has an email address (Contacts tab of the Customer Detail Information window, that address will be used by default. If no email address is provided from the General tab or if a contact you are using does not have a configured email address, you will be prompted to enter one when completing the order.

Configuring Email Settings for Customers

To configure a customer's email settings:

1. On the FTD Mercury Main Menu, click Customer Search. The Customer Search window opens.
2. Perform your search to locate the customer. Once you have, double-click the customer in the results list. The Customer Detail Information window opens.
3. If the General tab is not visible, click it.
4. In the Email area, select the types of email you want the customer to receive. For each type, select an email address. If needed, you can add new email addresses.
5. Click Save to save your changes.

If you selected Order Confirmations or Invoices, these are sent when you complete the order. Delivery Confirmations are sent when the order is marked delivered. Statements are sent after you generate statements in your system.

Sending a Personal Email Message

If necessary, you can send a personal email message to a customer from within FTD Mercury. However, you must have already configured the Reply To address in the Email Settings screen in Mercury Administration.

To send a personal email message from Order Entry or Point of Sale:

1. Open the order in Order Entry or Point of Sale.
2. Click the Email Confirmations button. The Emails and Confirmations window opens.
3. Click Email Message. The Email Output window opens.
4. From the Email Address list, select the email address to which you want to send the message.
5. From the Sender list, select the sender name for the message.
6. If desired, in the Carbon Copy field, enter an email address to which you want to send a copy of the message.
7. In the Subject field, enter a subject line for the message.
8. In the Personal Message field, enter the body text for the message.
9. Click Send.

The email message is sent and is logged in the Order Life Cycle if the order has already been completed. If not, it is logged in the Customer Life Cycle.

To send a personal email message from the General tab of the Customer Detail Information window:

1. In the Customer Search window, search for and double-click on the customer. The Customer Detail Information window opens.
2. Click the General tab if it is not already displayed.
3. Click Email Message. The Email Output window opens.
4. From the Email Address list, select the email address to which you want to send the message.
5. From the Sender list, select the sender name for the message.
6. If desired, in the Carbon Copy field, enter an email address to which you want to send a copy of the message.
7. In the Subject field, enter a subject line for the message.
8. In the Personal Message field, enter the body text for the message.
9. Click Send.

The email message is sent and is logged in the Customer Life Cycle.

Emailing an Ad Hoc Invoice, Order Confirmation, and/or Delivery Confirmation

Although you can automatically configure customers to receive invoices, order confirmations, and/or delivery confirmations from the General tab of the Customer Detail Information window, you can also send these on an as needed basis if you do not want them sent automatically.

To email an ad hoc invoice, order confirmation, or delivery confirmation:

1. Open the order in Order Entry or Point of Sale.
2. Click the Email Confirmations button. The Emails and Confirmations window opens.
3. In the Emails and Confirmations area, select what you want to send. For each type you select, select a template to use and either select or enter the email address.
4. Click Save.

When the order is completed, the order confirmation and/or invoice will be sent. When the order is marked delivered, the delivery confirmation will be sent.

Entering New Email Addresses for a Customer Account

If you need to enter a new email address for a customer account, you do so from the Emails and Confirmations window. When you do so, these are available for future correspondence with the customer.

To enter a new email address for a customer account from the Emails and Confirmations window:

1. Open the order in Order Entry or Point of Sale.
2. Click the Email Confirmations button. The Emails and Confirmations window opens.
3. Click the Email Addresses button. The Customer Email Addresses window opens.
4. In a blank row, enter a new email address. Repeat for any subsequent addresses you want to add.
5. Click Save.

You are returned to the Emails and Confirmations window. Any addresses added are available for selection. Additionally, an entry is made in the Customer Life Cycle.

Back to FTD Mercury X3 Documentation