Customer messages

For: comrce staff with the comrce cloudprint role Systemadministrator·Requires: The comrce cloudprint role Systemadministrator·Screenshots show sample data

Kundennachrichten (customer messages) are pop-ups that comrce cloudprint shows users when the app loads. You write a title and a text. Then you choose who sees it: one user, everyone, or users who receive account mails. Open the list with Administration›Kundennachrichten. Only a Systemadministrator sees it.

What you can do here

• See every message. The newest is on top, with the addressee and the text. The screen at a glance
• Write a message. One dialog sets the addressee, the title and the text. Write a message
• Know who sees it. The combination of the fields decides it, and one combination reaches nobody. Who sees a message
• Correct a message. Change its title, text or escalation date. Edit a message

The screen at a glance

Adressat tells you who a message is meant for.

What this screenshot shows

Screen

Kundennachrichten

Highlighted

“Adressat”: names the addressee type of each message

Also visible

Six messages, newest first; Plus button next to the heading, pencil icon per row

Purpose

overview of messages to customers

Region	What it shows	What you do there
Plus button next to the heading	–	Open the dialog for a new message
Table	ID, Erstellzeit (created), Eskaliert am (escalated on), Adressat (addressee), Titel (title), Inhalt (content)	Read the messages
Pencil at the end of a row	–	Edit the message
Pager	50 messages per page by default	Move between pages

Write a message

1. Select the plus button next to Kundennachrichten. The dialog Neue Kundennachricht (new customer message) opens.
2. Set the addressee: a User Id, an Account Id, the box Nur Accountuser (account users only), or nothing for everyone. Check Who sees a message first.
3. Fill in Titel and Inhalt.
4. Select Ok. The message is saved and the list reloads.

The addressee comes from User Id, Account Id and Nur Accountuser together.

What this screenshot shows

Screen

Neue Kundennachricht

Highlighted

“Nur Accountuser”: limits the message to users who receive account mails

Also visible

Account Id 3318, Titel and Inhalt filled; Buttons Abbrechen and Ok

Purpose

write a message to customers

The dialog checks nothing. It saves an empty title, and an ID that doesn’t exist as well. Take the user ID from the column ID on Change identity. The account ID is in the column ID on Accounts.

Who sees a message

The pop-up appears each time the app loads for a user, until the message is marked as read. It shows the title and the text with Abbrechen and Ok.

You fill in	Adressat shows	Who sees the pop-up
User Id	User: <user name>	That one user
Nothing	Alle User	Every user of every account
Nur Accountuser ticked	Alle Accountuser, or Account: <name> with an account ID	Every user who receives account mails, in every account, whatever the account ID
Only Account Id	Account: <name>	Nobody

An account ID doesn’t limit the pop-up

A message with only an Account Id never pops up. With Nur Accountuser ticked it reaches users of all accounts. To reach one company, write one message per user with their User Id.

One read mark per message. When any user selects Ok, the message counts as read for everyone and stops popping up. Abbrechen closes it until the next time the app loads. So a message to all users usually disappears after the first customer confirms it.

Customers have no list of their messages in the app. They see a message only as a pop-up.

Edit a message

Select the pencil at the end of the row. The same dialog opens, still titled Neue Kundennachricht. You can change Eskaliert am, the title, the text and Nur Accountuser. User Id and Account Id are hidden: the addressee can’t change. Editing doesn’t bring back a message that was already marked as read.

Every control, explained

Nur Accountuser

Where

The checkbox at the bottom of the dialog.

What

Shows the message to every user who receives account mails, across all accounts. Account mails are on for every user who came from comrce Hub. See Who sees a message.

Why

Meant for messages about accounts in general, such as price changes.

Eskaliert am

Where

The date field with a calendar button in the dialog.

What

Stores a date shown in the list. It was meant to email unread messages on that date. In the code, the job that would send these emails isn’t scheduled, so no email goes out.

Why

Don’t rely on it to reach a customer. Write to them directly if it’s urgent.

Checkbox in each row and the bin icon

Where

The checkbox before each row. Ticking one shows a bin icon next to the heading.

What

The bin icon does nothing. Messages can’t be deleted in the app.

Why

So you know a wrong message stays: correct its text instead.

Other controls on this page

Control	What it does	Why
User Id	The ID of one user, only for new messages	Address one person
Account Id	The ID of one account, only for new messages	Shown as the addressee; doesn’t limit the pop-up
Titel, Inhalt	Title and text of the pop-up	The message
Abbrechen	Closes without saving	–
Pager	50, 100, 250 or 500 messages per page	Long lists

Who sees what

Part of the page	Systemadministrator	Supporter
The entry Kundennachrichten	yes	no
List, create and edit	yes	no: the server refuses it

What you need to know

Topic	Fact
Read state	One per message, set by the first user who confirms
Order	The list shows the newest first; a user’s pop-ups start with messages addressed to them by user ID
Deleting	Not possible in the app
Email	None: Eskaliert am has no effect in the code
Validation	None in the dialog

Frequently asked questions

Addressing

How do I send a message to one company only?

Write one message per user of the company and fill in each User Id. A message with only the Account Id never pops up, and Nur Accountuser reaches every account.

Where do I find a user ID?

On Change identity, search for the user. The column ID shows their user ID. The column Account- Nr. next to it is the account ID.

What does Alle Accountuser mean?

Alle Accountuser in Adressat marks a message with Nur Accountuser ticked. It pops up for every user who receives account mails, in every account.

Why did a customer of another company see my message?

The message had Nur Accountuser ticked. That shows it to users of all accounts with account mails, even when you entered an Account Id.

Reading

Why did my message to all users disappear so quickly?

Each message has one read mark. Once any user selects Ok in the pop-up, the message counts as read. It no longer pops up for anyone.

Can I see who read a message?

Not in the app. The list shows no read state. Ask the developers to look it up if it matters.

Where can customers read old messages?

Nowhere in the app. Customers see a message only as a pop-up when the app loads. Once it’s marked as read, it’s gone for them.

Changing

How do I delete a message?

You can’t. The bin icon that appears when you tick a row does nothing. To take a message back before it’s read, change its text, for example to tell customers to ignore it.

Does Eskaliert am send an email?

No. The date is saved and shown in the list. The job that would email unread messages on that date isn’t scheduled in the code.

Troubleshooting

Symptom	What to check
A customer never sees the message	The addressee: a message with only an Account Id never pops up. Also check whether another user already confirmed it.
The list stays empty	Your role: only a Systemadministrator gets the list.
The bin icon does nothing	Messages can’t be deleted in the app.
No email went out on the escalation date	Expected: Eskaliert am sends nothing in the current code.

Still stuck?

Send the developers the message ID from the column ID and the customer’s user ID. They can check the read mark in the database.

Related

• comrce cloudprint administration
• Newsletter: an email instead of a pop-up
• Change identity: user IDs and what the customer sees
• Accounts: account IDs