The "Add a Phone Message" option in the Action menu enables you to save phone calls received from customers in e-manage. You can also set up messages to require a callback from an individual user or a group of users. This feature proves useful when handling sales calls during periods when salespeople are unavailable.
Assigning Phone Messages for Callbacks
When requiring a callback, you can assign the message to a specific user or a group such as the sales team. The phone message will appear for all assigned users in their lower panel under "Messages." Once a salesperson takes the phone message, it will be cleared from the rest of the group.
Creating a Phone Message
To get started, click on the "Add a Phone Message" action menu item. The resulting window allows you to create a phone message similar to using a manual message pad.
Message Type and Content
Choose a message type by checking the corresponding box in the Message Type / RE list box. Enter the message that you want the recipient(s) to see when accepting the phone message. This message can serve for historical purposes if a callback is not required. If a callback is necessary, select the "Requires Callback" checkbox and specify the desired callback time (defaults to now). You can also mark the message as high priority by checking the "High Priority" box.
Assigning Callback Responsibility
If the message requires a callback, you need to designate a user or group responsible for making the callback. The company associated with the message will appear in the grid below the save button. You can add multiple records to this grid, including projects, contacts, service tickets, service agreements, or serviceable items by dragging and dropping them from various sections of e-manage.
Saving and Managing Phone Messages
To complete the process, click the Save button. The message will be saved and, if a callback is required, it will be immediately delivered to the selected user or group. Messages cannot be deleted, but they can be modified before they are marked as completed.