Now that you have setup your notification templates, you are ready to enable your customers to receive them. First we'll cover setting up a specific Ship-To account. After that, we'll go over some options that allow you to set multiple customers/accounts at once with the same settings.
To get started, click on Customer Setup at the top-left of the Deliver Web->Notifications page. Then search for the customer you want to enable. Enter at least three characters of the customer name or enter the Eclipse account number making sure to put the dot in front of it.
Once you select the customer, the Communication Preferences and Notification sections are displayed. For each stop, we determine first if there is a notification enabled for a customer and second, where to send it.
Communication Preferences
The Communication Preferences section is where you setup the email address and/or SMS number to send the notification to.
You can set up a hard-coded email address (or list of email addresses separated by comma) where any email notification enabled for this customer will be sent. Or, you could set "Overrides" for this customer. And you can use a combination of both.
- Order - will be sent to the email address listed on the Sales Order Entry header
- Contact - will be sent to the first email address listed in the WWW screen off of the Contact Maintenance record for the Contact set in the Ordered By in the Sales Order Entry header. (In order for this setting to be respected, you must have Eclipse control file Validate Name in "Ordered By" Field Against Customer Contacts enabled.)
- Customer - will be sent to the first email address listed in the WWW screen off of Customer Maintenance
Note: This is a hierarchy so if you have multiple overrides enabled, it will check Order, then Contact, then Customer, and will stop once it finds a valid email address.
You also have the option to override the email notification on an order-by-order basis using the Innovo Delivery Notification User-Defined screen. This will bypass any information set in the communication preferences. For more information on setting that up, click here.
SMS
You can set up hard-coded phone numbers (or list of numbers separated by comma) where any SMS notification enabled for this customer will be sent. In addition, you can set "Overrides" for this customer. The only override available for SMS is Order. If checked and there is an ordered by phone number on the header of the sales order, the notification will be sent to that number. And if you also have a hard-coded phone number(s) specified, it will send to both.
You also have the option to override the SMS notification on an order-by-order basis using the Innovo Delivery Notification User-Defined screen. This will bypass any information set in the communication preferences. For more information on setting that up, click here.
If you plan to use the User-Defined option and don't want to set up individual customers to receive SMS notifications, we highly recommend you set up the customer defined in the Innovo Deliver Notification Global Customer control file with the appropriate notification types for the SMS notification method. For more information, see below.
Notifications
The Notification section helps us determine what notifications are enabled for a customer. Enabling a notification for a customer is a two-step process.
- Enable one ore more of the four notification types available (Out for Delivery, Next Stop, X Minutes Away, Delivered)
- Enable the notification method (Email, SMS, Push)
Once you enable a notification type, the page expands to display the notification methods for that type.
Now you enable which notification method you want to use for the notification.
Please NOTE: When you enable Email, you have the option of adding a Cc and/or Bcc. Keep in mind there must be a To: that receives the email from either the Communication Preferences email field or from one of the three overrides. If no To: address is found, the email will not be sent.
When you enable SMS and/or Push that is all you need to do -- you don't get additional options like you do for Email with the Cc and Bcc fields.
All of the notification types work that same way, except for the X Minutes Away notification as you have an extra field where you set the X. We default to 30 minutes.
Once you have setup the notifications you want them to receive, make sure you press the green save button at the top-right.
Setting up Multiple Customers at Once
Bill-To
The app checks Deliver Web to see if the Ship-To customer has anything setup for notifications. If nothing is setup for the Ship-To, it automatically looks to the Bill-To account and if it has notifications setup, it will use those for the Ship-To customer orders. So, you can configure at the Bill-To to cover all of the Ship-To accounts at once. If you have a specific Ship-To that needs to be setup differently, just set them up and the app will stop checking when it finds it has its own Deliver Web settings.
Please NOTE: The hard coded Email and SMS fields in Communication Preferences only work at the ShipTo and BillTo account levels. They are not checked at the Branch, Corporate Customer, or Global Customer levels.
Inheritance
If you use the "Activity Trigger Default Inherit" control file, you can also setup the branch customer entity in Deliver Web's customer setup screen and its settings will apply to any customer that does not have anything setup at the Ship-To or Bill-To level. We use the ship branch of the order to determine what branch entity to check.
Note, we do not recommend enabling this control file just for Delivery Notifications. Please check with your Eclipse admin as this control file has system-wide implications.
Additionally, if you use the above control file and also the "Corporate Customer" control file, we will check that after checking the branch entity. Just like with the branch entity, you can stup the Corporate Customer in Deliver Web's customer setup screen.
The full hierarchy for Inheritance is Ship-To, Bill-To, ship branch entity, corporate customer control file.
Please NOTE: if you don't already have either the "Activity Trigger Default Inherit" or "Corporate Customer" control files set up, we DO NOT recommend enabling them just for this as they have other Eclipse implications outside of Innovo.
Global Customer
Regardless of whether you use the "Activity Trigger Default Inherit" or "Corporate Customer" control files, you can always use our Innovo Deliver Notification Global Customer control file. Once you set a customer in this control file, Deliver will check it last to see if it is setup in Deliver Web for notifications, and if it is, they'll be applied. So, for example, if an order's Ship-To and Bill-To accounts are not setup in Deliver Web, and you either don't use the inherit and corporate customer control files or the branch entity of the customer on the order and the Corporate Customer are also not setup in Deliver Web, we'll then check Deliver Web to see if your global customer is setup to receive any notifications. If it is, those notifications will be sent.
Inheritance Flags
If you set up notifications at the global level, corporate customer, or branch entity, customers will "inherit" those settings. Likewise if you set up notifications at the Bill-To customer, Ship-To customers will "inherit" those settings. When viewing a customer account, you may see a label next to the notification letting you know where the notification is actually set. If you don't see a label, the notification is set at the customer you are viewing.
When an inheritance flag is present, clicking on the flag will take you to the relevant customer setup page so you can review its configuration.
Here are the possible labels:
- global - notification is set at the customer specified in the Innovo Deliver Notification Global Customer control file
- corpcn - notification is set at the customer specified in the "Corporate Customer" control file
- branch - notification is set at the home branch entity
- billto - notification is set at the Bill-To customer
In the example below, the Out for Deliver notification is set on the Bill-To customer, the Next Stop notification is set at the home branch entity, the X Minutes Away notification is set at the corporate customer, and the Delivered notification is set at the global customer. Clicking on the billto, branch, corpcn, or global flags will take you to the customer setup page for the corresponding customer entity so you can review the settings at source.
Opt-Out: Disabling Notifications for a Customer
To opt-out a customer from receiving a specific notification, toggle the notification to off. This will automatically check the Opt-Out box for all notification methods underneath that notification, regardless if they were enabled or not. In the example below, the Delivered notification was disabled for the customer. After clicking the Save button at the top-right of the page, the Delivered notification now displays with check marks for all notification methods.
To opt-out of a specific notification method for a notification, simply check the Opt-Out box to the right of the method (Email, SMS, Push). Checking the Opt-Out box will automatically disable the method.
Note: Customers can Opt-Out of Notifications from either the Opt-Out link in our notification templates or the Live Tracking Web Page that is also included in our Delivery Templates. For details on how that works, please see the Create Your Delivery Notification Templates article in the Getting Started with Notifications section.
Reporting
You can generate an Eclipse report listing all customers set up to receive Delivery notifications. The program name to generate this report is CBP NOVO.DVR.NOTIFICATION and can be run/scheduled either from the program editor or by placing it on an Eclipse menu.
Customer Number, Customer Name, Bill-To Customer Number, Customer Home Branch, Email Address(es), SMS number(s), and their settings for each of the four notification methods; indicating Email, SMS, Both, or Opt Out/None.
The email and sms fields will include that data from the customer-level data in Eclipse and from the Communication Preferences fields in Deliver Web's Customer Setup. It does not include any order-level email/sms data or bcc/cc data from Deliver Web's Customer Setup. An example downloaded from the Eclipse Hold file is shown below.
Note: the report will only include those customers that have been configured specifically in Deliver Web to either receive notifications or to be opted-out of notifications. If a customer will be receiving a notification due to inheritance from a bill-to, branch customer, corporate customer, or global customer, they will not display in the report.
When the report is run, there are two configurable options. You can run the report for all branches or for a specific branch/territory or set of branches/territories. You can also specify the report type. "All" will include all customers with specific notification settings or that have opted-out. "Active" only includes active customers, ie, it removes those that have opted out. The "Opt-Out" report type includes only those customers that have opted out of receiving notifications.
Enter the branch, territory or All to specify which branch/territory data to include. Pressing F10 shows you a list to choose from and the ability to multi-select:
Enter the report type. Pressing F10 displays the All, Active, and Opt-Out report types.
The report output is a tab-delimited CSV file. While you can view part of the file directly from the spooler, you must download and open the file to see all fields and data.
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