Here's what's new in cccone.com release 2025.08.15 for Repair Facilities.
Note: The availability of the features below may vary based on the products licensed by your company.
Customer Messages: Messages Dashboard
The Messages Dashboard is now available on cccone.com. Designed to streamline shop communication workflows, this dashboard is the Communications Hub for messages received from customers, vendors, insurance companies, and co-workers. As a centralized messaging hub, the feature gives shops easy access to conversations and communication history.
This first iteration of the dashboard includes support for Customer Messages only. Support for messages from vendors, insurance, and co-workers will be implemented in the future.
To access the Messages Dashboard:
Log into cccone.com
In the main menu select Workfiles, then Messages
The Messages Dashboard is displayed. By default, the list of messages is filtered to show messages for the logged in user only. For Customer Messages, this means the logged in user is the assigned estimator on the workfile associated with the customer. The user can adjust filters applied to the messages list.
Filters currently supported include:
Workfile stage - Opportunity, In progress, Ready to deliver, Delivered
Message status - Read, Unread
Multiple filters can be applied at once. In addition, the user can further narrow down the list of messages by executing a keyword search against the following criteria:
Sender name
RO or job number
Vehicle year, make, or model
Select a message in the list to view conversation history. For Customer Messages, the conversation begins with the first interaction with the customer. This includes a customer's request for an online estimate or appointment made via Carwise.com.
Detail recorded to conversation history includes:
Online photo estimate request
Photo estimate sent and viewed
Appointment confirmation and reminders
Automated repair status updates
Repair plan milestone dates
Ad hoc messages sent to the customer
Call notes logged to message history
Customer replies to any message
Customer response to mid-repair and post-repair surveys
When viewing message history, the user can send messages to the customer based on the customer's communication preference (text or email). The user can send messages from a list of pre-defined templates or, if permitted, can send free-form messages to the customer.
To send a message to the customer:
Select a message from the list
On the right-hand side of the screen, click the Templates button and select a message from the list of templates or type a message to send
Select the Send button
The message will be sent to the customer's preferred method of communication. The message sent is recorded to message history.
Notes:
All shops will have access to the Messages Dashboard
Shop must be licensed with the following product to send messages to the customer: UpdatePlus
User must have one of the following security permissions to send messages to the customer:
Create and edit workfiles
Search and view (read-only) workfiles
Manage customer communications on workfilesUser must have the following security permission to send free-form messages to the customer: Send custom text and email replies
When sending customer messages via the Messages Dashboard, user can send only send messages to the customer's preferred method of communication - text or email
When customer communication preference is "Call", user cannot send a message to the customer from the Message Dashboard. Only call notes may be logged to message history.
Read and Unread status is recorded at the customer level. If one user reads the message, then the message is set to Read for all users with visibility to the message.
Customer Messages: Workfile
Shops can now manage customer communications directly within the workfile on cccone.com. With this release, users can conveniently access, review, and send messages to customers via the messaging drawer panel. This feature brings customer communication capabilities found in the desktop application to the web platform, enabling organizations to power forward with greater efficiency and customer engagement.
The Customer Messages drawer is accessible from several locations within the workfile on cccone.com, each designed for rapid access and seamless workflow integration:
Workfile “Home” menu
- Workfile “New” menu
- Triple-dot quick action button in the workfile header
- “Customer message” button on the Contacts screen
- “Customer message” button on the Notes screen
All launch points open the dedicated Customer Messages drawer, ensuring users can initiate or review conversations from wherever they are in the workfile.
Users with the appropriate permissions can send free-form messages to customers. Otherwise, users can select from a menu of pre-defined message templates, streamlining consistent communication. Messages are limited to a maximum of 320 characters, mirroring the desktop application’s behavior. This ensures concise, focused communication without overwhelming the recipient or sending system.
The message delivery method (text or email) is automatically determined by the customer’s Comm. Preference specified on the workfile. Users do not select the delivery channel; instead, the system enforces the customer communication preferences.
To access this feature:
- Open a workfile on cccone.com
- Add the customer's communication preference to the workfile: Text, Email, Call
- Select the triple-dot quick action button in the workfile header
- In the Customer Message drawer panel, select or type the message you want to send
- Click the send button
Your message is sent to the cell phone or email address specified on the customer contact. If the customer's communication preference is call, no message is sent. Instead, the notes entered are saved to customer conversation history.
Notes:
Shop must have the following licensed product to access customer messaging features: UpdatePlus
- User must have one of the following security permissions to send messages to the customer:
Create and edit workfiles
Search and view (read-only) workfiles - User must have the following security permission to send free-form customer messages: Send custom text and email replies
- Messages can only be sent via the customer communication preference specified on the workfile (i.e., when comm. preference is "Email", customer messages will only be sent via email)
- Customer messages are sent to the workfile contact specified as the Preferred Contact
- The Preferred Contact is the Vehicle Owner by default. However, this can be change to any contact specified as Vehicle Driver or Other
- For open workfiles, customer message history available within the workfile is also accessible in the Messages Dashboard
- Customer message history includes the following: workfile milestone dates, appointment messages, repair status messages, the online photo estimate conversation, customer replies, and customer response to surveys
Workfile Search: Add Repair Plan
Shops now have the ability to add and edit repair plans from the preview panel on the workfile search screen. This gives shops the ability to edit existing repair plans or add new ones without needing to open the workfile.
To access this feature:
Go to the Workfiles screen on cccone.com
- Select a repair order workfile
- To display the preview panel, select the Workfile Preview button (upper, right corner)
- Select the Repair Plan button (second button on preview pane bar)
If the repair order doesn't have a repair plan yet, simply click Add Repair Plan to add one to the workfile.
If the repair order has a repair plan, then you'll see the milestone dates and repair plan phases listed in the preview panel. To edit repair plan details, click the pencil icon to the right of the Repair plan summary heading.
Notes:
- User must have one of the following security permissions to access the Workfiles screen:
Search and view (read-only) workfiles
Create and edit workfiles - Shop must have the following licensed product to access this feature: Repair Workflow Production Management
- User must have the following security permission to add or edit repair plans: Create, edit, delete, and recalculate repair plan
Workfile: Payment Events
Shops will now have the ability to view payment related events in a separate tab on the Workfile Event History screen. Payment events include the following:
Payment received
- Payment failed
- Payment completed
- Receipt created
To access this feature:
Open a workfile on cccone.com
- Click the Events icon on the left side of the screen
- In the Workfile Event History screen, click the Payments tab
Notes:
- User must have one of the following security permissions to open workfiles:
Search and view (read-only) workfiles
Create and edit workfiles - This feature is available for all CCC Estimating configurations except CCC Comp-Est
Settings: Copy Part Codes
Shops using Centralized Part Codes on cccone.com to manage part code settings now have the ability to copy part codes. Using the copy part code feature, shops copy part codes from one location to update part codes in other locations. Shops can also create or update insurance part codes by copying part codes from the repair facility or another insurance company.
Follow these steps to update part codes at other locations using the copy feature:
Go to Settings on cccone.com, then select Part Codes
- Select part codes to be copied - Repair Facility or Insurance
- Click Copy and update other locations
- Select the locations to copy to
- Click Next
- Click Approve
Part codes from the "copy from" location are copied to the selected "copy to" locations. When copying repair facility part codes to other locations, the part codes in the "copy to" location are overwritten. The same is true when copying insurance part codes to other locations. If the "copy to" location doesn't already have part codes for the specified insurance company, part codes will be created.
Follow these steps to use the copy feature to create new part codes for an insurance company:
- Go to Settings on cccone.com, then select Part Codes
- Select the part code to be copied - Repair Facility or Insurance
- Click Copy and create new
- Search for and select an insurance company, then click Save
The Add Part Codes screen is displayed for the selected insurance company. Part codes for the carrier are pre-populated with the part codes from the "copy from" selection.
Notes:
- Back-end activation of the following feature is required to use Centralized Part Codes on cccone.com: Enable Part Codes
- Users with the following security permission may edit repair facility part codes: Edit Repair Facility Profile
- Users with the following security permission may edit claim office part codes: Edit Claim Office Profile
- Users with the following security permission may view part codes but cannot edit: Search and view (read-only) profiles
- The Copy and update other locations action is only available to repairer companies with multiple locations
- A given repair facility location must complete activation of Centralized Part Codes in order to manage part codes on cccone.com
- If a repair facility location has not completed Centralized Part Codes activation, it will not be available for selection when copying part codes from one location to another
Calendar: Print Shop Calendar
Shops can now generate a printed version of the Shop Calendar on cccone.com. The print feature provides the same reports available on the Shop Calendar in the CCC ONE desktop application. As in the desktop application, day, week, and estimator specific versions are available to print.
How to print Shop Calendar:
Go to the Shop Calendar on cccone.com
- Select a calendar View option on the upper right-hand side of the screen – Day or Week
- Depending on the view displayed, select Print day or Print week
- If selecting Print day, then select Day or Day (by Estimator)
- In the preview window, choose how you want to print/save the report
When printing the Shop Calendar, it is important to note that the report only includes items that are visible on the calendar for the selected day or week. If you are trying to print the schedule for a specific estimator, be sure to select the estimator in the panel on the left-hand side of the Shop Calendar.
Notes:
- Shop must have the following licensed product to access the Shop Calendar: Calendar Dashboard
- User must have the following security permission to access the Shop Calendar: Manage the shop calendar and schedule of appointments
- Shop Calendar reports reflect only the visible date range and view