How do I edit the layout and content for the email alerts?
Call Notification Emails or Email Alerts can be sent out for a range of calls your business receives. There are two types of call notification emails you can choose from- plain text and HTML. All existing clients that started with Delacon prior to July 2019 will by default have the plain text call notification emails, while all customers that started after July 2019 will have the HTML emails. You can make all configurations in the Delacon portal and select the email type that is most suitable for you. Both types of emails are available to all clients.
In both the plain text and HTML emails, there are 5 separate templates for the 5 different types of phone calls: Answered; Missed (Voicemail left); Missed (No Voicemail left); Busy (Voicemail left); Busy (No Voicemail left).
If you are happy with your current text only template- you can keep it as is, or make any changes to the plain text by following the section 1 steps below. Alternatively, if you would like to switch to HTML, please follow the HTML setup steps in section 2 of this document.
Section 1. Plain Text Email Notifications: Setting up or configuring your text-only email template.
You are able to configure the layout, content - including the subject line - for all your Call Tracking email alerts by following the below steps:
2. Navigate to 'Reporting' -> 'Services':
3. Click on 'Email Configuration Services:
The Email Configuration Services Page will now load:
On this page, you can edit the subject line and content for the following email types:
- Answered Calls
- Missed Calls (voicemail left)
- Busy (voicemail left)
- Missed (no voicemail left)
- Busy (no voicemail left)
To configure any of the emails:
- Click on the email type you want to configure
- Make the relevant changes to the email and/or subject line. If adding/editing any of the Call Tracking fields, make sure to use the field names in the below table to pull in Delacon data:
Please note when using these field names, they need to be enclosed in brackets. You can use as many field names as you would like:
Just a confirmation message to let you know a potential customer just called your business.
The call came from ‘tel[phone] and was received at [time] on [date] and was [CallStatus].
The caller selected [dtmf] – [dtmf_log] from the IVR options.
The duration of the call was [second] seconds and the keywords were [keywords].
Customer Service Team
3. Once you have finished your changes, click 'Save'.
Section 2: HTML email template setup and configuration
For all customers that started with Delacon after July 2019, a HTML email template will automatically be generated for every call, providing you with a recording of the call as well as relevant caller and tracking details. There are 5 separate emails for the 5 different types of phone calls: Answered; Missed (Voicemail left); Missed (No Voicemail left); Busy (Voicemail left); Busy (No Voicemail left).
For all clients that started with Delacon before July 2019, these HTML templates are also available to you by following the steps below:
HTML email alerts are simple to set up, once you login to the Delacon Portal, go to ->Services-> Email Configuration Service-> Select "Copy Default Template" and Submit for all email types. The template will then be active and ready for you to use.
You can either copy the default template or input your own HTML if you have your own internal HTML template that you would prefer to use. There are 5 separate default Delacon templates for the 5 different types of calls. The variables (Field Names) are exactly as in Section 1 and need to be enclosed in brackets in order for your selected fields to be populated in the HTML email. You can edit existing code to contain the exact field names you would like to use.
The below text in blue is a sample snip from the default template that shows how Source Type and some of the field names you can use. For a full list of Field Names, please refer to Section 1 of this document:
Eg: <td style="padding:15px 25px;border-style: none none solid none;border-bottom-width: 1pt;border-bottom-color: #E9E9E9;color: rgb(143, 143, 143);font-family:Helvetica Neue Medium,serif, EmojiFont;"> Source Type </td> <td style="padding:15px 25px;border-style: none none solid none;border-bottom-width: 1pt;border-bottom-color: #E9E9E9;font-family:Helvetica Neue Medium,serif, EmojiFont; cursor:pointer;"> [searchEngine] / [searchType] </td>
If you have previously uploaded a business logo to the Delacon Portal, the logo will automatically appear in the HTML template. If you do not have a logo uploaded, you will need to upload it and insert the exact image name as shown in the image above.
Delacon’s HTML emails have a quality rating, meaning if you are a directory, your clients will have the ability to rate the call out of 5 based on quality. This will enable you to gather important data from your clients about the quality and success of the call. You can see the result in the Call Log History by going to menu->call log-> detailed call log
You can search for the call rating specifically by dropping down the call section in the call log summary as you may not have a rating for every call.
These emails give you instant access to your recordings and call data, whilst also providing relevant caller and tracking details, and the ability to rate the call based on its quality. It’s the quickest and simplest way to access data in one place and make sure you can track all your calls and never miss a lead.
Please see images below for examples of how each type of template will appear:
Busy without voicemail
Busy with Voicemail
Missed without voicemail
Missed with Voicemail
If you would like more information, or for assistance in configuring your email template, please contact Delacon Support.