From this page, you may modify the Merchant Contact Settings when using ContactAtOnce!
- Sales Lead Email Address
- Transcript Email Address
- Action Expected Contact
- Default Email Address
- Business Contact Settings
- ADF Source Name and Position
- XML Lead Address
- Customer Profile CRM Display Options
- Customer Profile CRM Selection List Option
- Conversation Dispositions
- Click-to-Call Number
- SMS Notification Number
System Contact Settings
Sales Lead Email Address
Enter the email address(es) that you would like to receive Offline Contact leads. Multiple entries are acceptable and must be separated by a semicolon.
Transcript Email Address
Enter the email address(es) that you would like to receive IM transcripts. All IM conversation Transcript Emails will be sent to this email address. Multiple entries are acceptable and must be separated by a semicolon.
Enter the email address(es) that you would like to receive the MTC Action Expected Report. This report runs nightly to identify MTC conversations in which the consumer is awaiting a response. Multiple entries are acceptable and must be separated by a semicolon. To stop the sending of this report altogether, make this field blank.
Default Email Address
The Default Email Address is pulled from the primary contact email address field during the provisioning process. For new accounts, this address is also copied over to the Sales Lead Email Address and the Transcript Email Address.
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There are 6 fields the customer can populate:
- First Name:
- Last Name:
- Email: (This information is required)
- Phone: (This information is required)
- Purpose: There are three possible values for the purpose
CRM System Integration Settings
The ADF Lead is in XML format and contains a node called Provider with child nodes called Name and Service. The Service will always be ContactAtOnce! with an indicator of the lead source. For example, chat, call, text. The Name node is the Provider name but you can append or prepend a term that better indicates the lead source for your CRM system. Select the position and enter the word you would like to add. It will show up in the ADF as shown below.
XML Lead Address
Enter the email address that you would like to receive Sales Leads through your CRM System. ContactAtOnce! supports industry standard formats including, for example, “ADF 1.0”. Auto-lead Data Format (ADF) is an open XML standard for communicating consumer purchase requests to automotive dealerships.
- None – no options will be displayed. The lead will always be sent to the specified address when update is selected.
- Suppression Checkbox – a check box will be displayed. If checked, the lead will not be sent.
- Selection List – a selection list will be displayed. Options for the selection list are entered on this page. The lead will be sent to the selected address. Do Not Send is also included as a default option in the list.
Customer Profile CRM Selection List Options
Enter a display name and email address as shown on the screen and click Add. The option will appear in the list. To remove, click the Remove link next to the option.
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Conversation Disposition Settings
A conversation disposition can be used by an agent when updating the Lead Status in the customer profile.
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Click to Call Settings
Enter a telephone number that will receive click-to-call calls. This number will be used for Business Card Drop-In and Standalone Click-to-Call. All telephone number formats are accepted. However, if you use the ContactAtOnce Business Card Drop-In feature, please enter the telephone number in the format which you would like displayed when the Intervention Drop-In is displayed.
SMS Notification Settings
SMS Notification Number
Enter the telephone number for a SMS-capable (also known as text messaging) cell phone or device that alerts will be sent to if an IM lead is missed. All telephone number formats are accepted.
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