Contact/CoWorker - Email/Notification Preferences

[Martyn Houghton]

With the increasing focus on complying with persons preferences regarding email and notifications, would it be possible to have a standard field added to the Contact (External Customer) and CoWorker (Internal Customer) for them to be able to specify there email/notifications preferences and be able to manage this setting themselves in the 'Profile' section of the Portal.

If this can be set from a standard simple list with tick box type data type (probably best to have two separate lists for Contact and CoWorker), so that each of us can then customise the list to our appropriate audience.

We can this field's value in the workflow to determine if automated email responses should be sent for this request.

By having it manageable by the Contact/Coworker themselves in the portal means it is far easier for them to control to there current preference.

Cheers

Martyn

 

[James Ainsworth]

Hi Martyn,

Thanks for your post.  We do have a similar change that is in our backlog.  However the idea behind it was that this could be something on a issue by issue bases.  So in Progressive Capture or a support person asking the question for their preferred method of contact when each request is raised.  However, if the routing rules are used, this may be harder to capture.

Maybe a combination of this plus a default setting for the user/contact that can be set by them as you are suggesting.

This change is not currently scheduled.  I'll add you to the change.

Regards,

James

[Martyn Houghton]

@James Ainsworth

Thanks. I user configurable default setting per contact/coworker which the Progressive Capture then takes as the default value if the 'contact preferences' node is used.

If holding this at a request level, would the end user have the ability to change their mind during the life cycle of the incident and be able to change this via the portal themselves, as well as asking the analyst to do it?

Cheers

Martyn

[James Ainsworth]

Allowing the customer to change the preferred method of communications is something that we would consider