The Contact Customer feature in CCC Estimating allows you to send a custom text or email message to vehicle owners who have not opted out of these communications from CCC UpdatePlus.
If this option is not available within the workfile (or automatically reverts to Call Customer):
- Verify the Customer Communication - Send customer text and email replies security role is enabled in the Core section of CCC Estimating. Note: you may need an administrator to review the Security Roles assigned to your user ID.
- Verify the initial promise event has been created. If the promise has not been created, custom messages cannot be sent.
- Verify the Vehicle in event is completed.
- Verify if communication preference was set to CALL, then changed to TEXT later.
- If the workfile's Communication Preference was set to call initially then switched to text, you must complete the next event. The proper text message will be sent out for that event completed. After a system-generated text message has been sent, you will be able to send Custom Messages to your customers.
- Workfiles/promises that have not sent out any system-generated messages will not be able to send Custom Text or Emails via the Customer Experience Dashboard or the Notes tab using the Contact Customer button.
- Verify a Follow-up is not applied in the Customer Communications screen. If a Follow-up status is applied, the Text or Email option will not be available. To clear a Follow-up status:
- Select Contact Customer, Call option, and enter a Call Note to the workfile. Click OK to close the Customer Communications screen.
- Save and Close the workfile. Re-open the workfile and verify that the Send a text message or Send an email is now available.
- Verify that Custom Message Templates have been setup in the Repair Facility Profile under Consumer Communication. Creating and using custom messages is covered in Creating and Using Custom Message Templates.
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