Email Management

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Revision as of 12:26, 22 February 2011

Beginning with FTD Mercury X3, you have significant control in how you want to interact with your customers via email. You can specify multiple email addresses for each customer, and have access to these for both personal email messages as well as automatic ones. You can set up email information for a customer from the Email area of the Customer Detail Information window.

Configuring Email Settings for Customers

Each customer can be configured to receive the following types of email:

• E-mail Messages - personal email messages to the customer
• Invoices - sent after the order is completed in your system
• Order Confirmations - sent after the order is completed in your system (you must set up a template in FTD Document Center)
• Delivery Confirmations - sent after the order is marked delivered in your system (you must set up a template in FTD Document Center)
• Statements - sent when you generate statements

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.

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.

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 and either select or enter the email address.
4. Click Save to send the email message(s).

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.

NOTE: You cannot add an email address for a wire service account or a cash account.

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.