Customer portal data issue using [[user.phone]] field

[Adrian Simpkins]

Hi,

I am working on improving our IC's for our external customer portal, and was looking to make use of the functionality where we can inject the customers name, and contact number. So I am looking ideally to be able to inject a statement like 'Hi {{user.fName}} Can you confirm your phone number is {{user.phone}}'

I have created a test contact logon for the portal, setup with contact details in the Register screen. However, when I go to inject the user.phone variable this appears to be blank, and if I then input a phone number into the alternative telephone field the number then appears correctly when testing. However the Register screen has no alternative phone number to capture - just the phone number field. But I am only seeing a value appear in the user.phone number field when I put this into the Alternative Telephone field.

So it appears that user.phone is pulling from the Alternative Telephone field, and not the Phone field where it is written to at Registration ?

Is this correct?

Many thanks

 

[Daniel Dekel]

Hi @Adrian Simpkins,

You've just posted in the Employee Portal forum. I'm not sure about what client are you talking about because you mentioned also external customers (contacts). Is the the Employee Portal or the Customer Portal you are talking about?

Also, are you talking about the Progressive Capture or some area?

Regards,

Daniel.

[Steve Giller]

10 minutes ago, Adrian Simpkins said:

I have created a test contact logon for the portal, setup with contact details in the Register screen.

This is somewhat confusing.
The Register screen is for new Users - I don't see how they could be confirming their number as if they're in the process of registering you don't have one to confirm.

[Adrian Simpkins]

Hi Daniel

I could only see Customer Portal as an option to categorise it against and couldn't see an Employee Portal option but this is for the Customer portal?

This is where an external customer would register to the Customer Portal and self register, and I am then referencing the customer data in an IC they will be offered once registered. Ideally we wanted to let a customer self register then when they need to raise a request against the offered services we want to check their contact number is correct. So it is the register screen in the Customer portal where I am referencing the Phone number that is captured at registration (hope that makes sense)

customer.hornbill.com/mse

Many thanks

[Adrian Simpkins]

Hi Steve - it is this screen here where we capture a phone number at time of registration. We are not looking to check their contact number at the time of registration, we want to check it once they raise a follow on request.

[James Ainsworth]

Hi @Adrian Simpkins

I believe that I have managed to replicate what you are experiencing.  I'll review what I have with the development team to see if we can get a better understanding of why this is happening.

[Adrian Simpkins]

Thanks James - we went with a more basic version of the process which excluded trying to check their phone number on any requests raised once they registered, but would like to introduce it at some point

Many thanks as always

[James Ainsworth]

Hi @Adrian Simpkins

I believe that development have found the issue and will be looking to implement a fix on an upcoming update.  

[Adrian Simpkins]

Thanks for the update James, i will monitor the announcements for it

[James Ainsworth]

The update should be available toward the end of this week or early next week.

[Adrian Simpkins]

Thanks James - I will keep an eye out

[James Ainsworth]

Hi Adrian,

I just wanted to let you know that this was released on Nov 3rd.

 

[Adrian Simpkins]

Thanks James, I have not yet had a chance to retest but will take a look as soon as possible

Many thanks as always !