Email Triggers

Doc. Number	Article Title	Effective Date	Version
FHC-XX	Email Triggers	February 20, 2024	1.0

 

This article describes a feature called Email Triggers within the CRM. This article is divided into the following sections:

• Overview
• Example System Events
• File Type
• Company
• Message
• To - Who the Message Will Go To
• From - Who the Message Appears to Come From

Overview

Email Triggers allow you to have messages sent based on a system event such as milestones in the enrollment process, workflow status updates, or payment status updates. Email Triggers are available by clicking the Admin Tab, and selecting "Settings" from the Navigation Bar.

Now select "Triggers" and a page like the one below will open.

If you click on the title of an existing system event, the row expands to provide information on that event (see example image below).

Select a system event from the "Triggers" field by clicking the pencil icon next to the event on the far right of the page.

Once you have selected a system event for your email creation to be triggered, you will be given a series of fields and dropdown options to further specify when you want the email created.

Do the following:

• • Type a name for the trigger in the Name field.
  • Type a description for the trigger in the Description field.
  • If desired, assign the trigger to a group.

Select an option from the Event menu to activate the trigger.

NOTE
Options selected from the Event and Contact menus, changes options in menus that follow.

To set conditions that will activate the trigger, do the following:

Select All or Any of the following conditions from the Meets menu.

Select the appropriate options from the menus that appear based on the event and contact selections.

Once set up, go to the bottom right of the page, and click the Save & Create Trigger button.

To delete this trigger, select "Delete" from the Navigation Bar found near the top of the page.

 

Example System Events

The following are examples of some common system events for which you may wish to set up email triggers. We encourage you to explore the options available. We do periodically update and add or change some system events. If not able to locate the appropriate system event, email Forth support for more information.
 

Client Approved - Occurs when the appropriate user presses the "Approve File" link after a file has been submitted

Client Cancel - Occurs after enrollment if cancellation is processed for the client

Client Enrolled - This occurs upon completion of enrollment by pressing the "COMPLETE ENROLLMENT" link. A file may need to be submitted and approved based on your workflow. This is an ideal trigger for sending your welcome letter.

Client Paused - Occurs when manually invoking the "Pause Payments" on a client

Client Resumed - Occurs when manually invoking the "Resume Payments" on a client

Client Returned - Occurs when the appropriate user presses the "Return / Reject File" link after a file has been submitted

Client Submitted - This occurs when the sales rep or the appropriate user presses the "Submit File" link on a contact.

Document Uploaded - Occurs when a file is uploaded and attached to the record

E-Sign Completed - This occurs when an Electronic-Signature document is completed. After setting up this trigger, an additional email will also be triggered and sent to the original User that sent the document.

E-Sign Declined - Occurs when an E-Sign request is declined

E-Sign Email Opened - This occurs when an E-Sign request is sent and the email to the signer has been opened.

Payment Cleared - Occurs when a payment is cleared (will not work when manually clearing payments)

Payment Error - Occurs when a payment is not processed due to an error

Payment Returned - This occurs when a payment is returned by your processor (will not work when manually marking a transaction returned). You want to use this to send internal and external notifications so that parties are informed immediately upon the transaction being returned.

Stage / Status Change - Occurs on updates to the contact's Workflow status. When selected a second menu will appear on the navigation bar to select a specific stage/status. (will not work if the status is updated using a mass edit)

 

1. File Type

Sets so the trigger will only occur if the contact is assigned as a specific File Type (i.e. Debt Settlement, Student Loan, Credit Repair, etc..). If your account only has one active File Type or the message you wish to send should go out regardless of File Type you can leave the options as "--Any--".

 

2. Company

Sets so the trigger will only occur if the contact is assigned to a specific company. If your account only has one active company (no affiliates) or the message you wish to send should go out regardless of the assigned company you can leave the options as "--Any--".

 

3. Message

Sets the message (email template) to be sent when the trigger occurs. All email templates from the e-marketing tab are available as options.

 

4. To - Who the message will go to...

This option defines to who your message is going to be sent. On a single System Event, you may wish to send messages to multiple parties like the contact, assigned to a user, a manager, or a department. In these cases, you will need to set up a trigger for each party that you want to send a message to.

• Assigned To: The user assigned to the record

• Reports To: The user assigned to the record's Report To user. This is defined under the "User Login Information" section of the Edit User screen (Admin Tab > Green Arrow at end of the row for the user you wish to edit).

• Submitter: The user that submitted the contact during the enrollment process. Usually used with the "Client Submitted" trigger.

• Approver: The user that approved the contact during the enrollment process. Usually used with the "Client Approved" trigger.

• Attorney: The user assigned as the Attorney on the contact.

• Account Exec: The account executive user listed for the assigned company. Found by going to the Company options (Admin Tab > Companies > Green arrow at the end of the row for the company).

• Enroller: The user who completes enrollment for the contact.

• User: A specific user within the organization. When selected a second menu will appear to select a user who will be sent the message every time the trigger occurs.

• Company: The email address on file for the assigned company. Found by going to the Company options (Admin Tab > Companies > Green arrow at the end of the row for the company).

• Parent Company: The email address on file for the parent company per the company hierarchy. Found by going to the Company options (Admin Tab > Companies > Green arrow at the end of the row for the company).

• Client The email address on file with the client

• Other: Provides input fields to enter an email address for the message to be sent to.

• Assigned Role: The email address on file for the user assigned secondarily by a user role.
• Company Type: The email address on file for the company assigned secondarily by a type (i.e. Law Firm, Partner, Lead Vendor...). Found by going to the Company options (Admin Tab > Companies > Green arrow at the end of the row for the company).

5. From - Who the message appears to come from...

This defines who the message will appear to come from. You may wish to have certain messages come from different parties. You may have an enrollment message come from a processing department, a status updates message to come from the assigned user, or a payment returned message from the billing department.

• Assigned To: The message will appear to come from the Assigned To user on the contact.

• Logged-In User The message will appear to come from the person that is invoking the trigger at the time. An example of this would be if you set up a trigger on a workflow status change, the message would appear to come from the user updating the contact's workflow status.

• User: The message will appear to come from the same user within the organization. When selected a second menu will appear to choose a user whose email address will be used whenever the trigger occurs.

• Company: The message will appear to come from the email address on file for the assigned company. Found by going to the Company options (Admin Tab > Companies > Green arrow at the end of the row for the company).

• Account Exec: The message will come from the Account Executive user listed for the assigned company. Found by going to the Company options (Admin Tab > Companies > Green arrow at the end of the row for the company).

• Attorney: The message will appear to come from the user assigned as the attorney on the contact.

• Other: Provides an input field to enter an email address for the message to appear to come from (must be a valid email address or the message will not be sent).

• Company Type: The message will appear to come from the email address on file for the company assigned secondarily by a type (i.e. Law Firm, Partner, Lead Vendor...). Found by going to the Company options (Admin Tab > Companies > Green arrow at the end of the row for the company).
• Default noreply@...: The message will appear to come from a default no-reply email address which can be changed (Admin Tab > Settings).

Reply To (optional)

The input field can be used to set a reply to the message to be sent to a different email address. You may use this in cases where the "From" option is a general email address like a company but wish the message to go to a different party with more specialties. You may wish to do this for trigger email setup on payment processing triggers. You may want a returned payment message to come from a general company email, but replies to go straight to your billing department.

 

Article Version History: 

Version	Effective Date	Description
Basic	12/26/2016	Initial Release
0.1	03/28/2019	Minor Updates
0.2	03/02/2023	Added header and version control footer; Formatting tweaks completed.
1.0	02/20/2024	Updated steps listed to create a trigger to match the current user interface. Screenshots were added and updated to improve legibility and understanding.