When creating a communication to anyone within the system, you need to assign each communication a Communication Category. Communication Categories allow you to set the appropriate rules for Opt-In or Opt-Out Requirements.
This step-by-step guide helps you create a communication category.
STEP 1: Navigate to Administration → Settings → Communication → Communication Category.
STEP 2: To add a new category, navigate to + New Communication Category → select New Message Category or New Broadcast Category.
New Message Category:
| Category Name | e.g Newsletter |
| Access Roles |
Access roles allow certain Roles to see the entire history of this communication note. NOTE: Access roles do not filter by properties. Members of this group will have access to all communication in this Communication Category, regardless of the permission set on the Property Level. Assign Access roles to Senior Management so that they can audit all communication records. |
| Opt-Out Enabled |
By Checking the Opt-Out Enabled box, every communication will have the ability for an Opt-Out option at the bottom of the message. It is strongly encouraged that this function is utilized for most communication messages. Only business transaction communication messages may not have the need for an Opt-Out function. Please check your local Anti-Spam and Communication laws to ensure you are adhering to all the rules. |
| Consent Action: Request |
Choose this option to send an Email request to Opt-In to this communication method. By default, no one has been added to this communication category. After you press Save, Click on Actions → Send Consent Request to send the email notification to the properties of your choosing. |
| Consent Action: Opt-In | Choose this option if you want to add everyone into this category by default. They will have the option to Opt-Out in the future on their own. |
| Consent Action: Opt-Out | Everyone is Opt-Out by default. They can Opt-In via the Resident Portal via this option. |
New Broadcast Category:
| Category Name | e.g. Newsletter |
| Access Roles |
Access roles allow certain Roles to see the entire history of this type of communication.
NOTE: Access roles do not filter by properties. Members of this group will have access to all communication in this Communication Category, regardless of the permission set on the Property Level. Assign Access roles to Senior Management so that they can audit all communication records. NOTE: Assign Access roles to Senior Management so that they can audit all communication records. |
| Response Groups | Dispatchers receive a message alert when a communication message is received. Dispatchers will have the ability to See, Read, and Assign communication messages to the appropriate personnel. Dispatchers can only see communications to properties they have permission to in the general Employee Settings. Assign Dispatch Roles to the end-users that will be responding to the messages. |
| Opt-Out Enabled | By Checking the Opt-Out Enabled box, every communication will have the ability for an Opt-Out option at the bottom of the message. It is strongly encouraged that this function is utilized for most communication messages. Only business transaction communication messages may not have the need for an Opt-Out function. Please check your local Anti-Spam and Communication laws to ensure you are adhering to all the rules. |
| Consent Action: Request |
Choose this option to send an Email request to Opt-In to this communication method. By default, no one has been added to this communication category. After you press Save, Click on Actions → Send Consent Request to send the email notification to the properties of your choosing. |
| Consent Action: Opt-In | Choose this option if you want to add everyone into this category by Default. They will have the option to Opt-Out in the future on their own. |
| Consent Action: Opt-Out | Everyone is Opt-Out by default. They can Opt-In via the Resident Portal via this option. |
ASSIGN STAFF TO RECEIVE AND RESPOND TO COMMUNICATIONS
In order for staff to receive and respond to tickets and maintenance requests from your tenants, they must be configured in the communication categories.
STEP 1: Navigate to Administration → Settings → Communication → Communication Category.
STEP 2: Select a Category.
STEP 3: Select Edit → Add Access Roles & Response Groups (See above table for more information) → Confirm Opt-Out Settings for External Communications (See above table for more information)
STEP 4: Ensure that the Employees in which you would like to be assigned to this communication have the correct role. Look at this article HERE., for information on assigning user roles.