Powercode provides automatic emails to provide top-notch communication to your customers and alert employees of important events within the system. If you haven’t looked at your system emails lately to see what’s active and what’s not now would be a great time to review them. At the time of this article we have thirty different events that can send emails to the contact(s) listed on an impacted account. There are thirteen different triggers to let employees know of changes that they should be aware of and one for anyone who has a schedule set up.

Send Event Triggers
Send to Customers Send to Internal Users
Account Created API Error(s) Detected
Account Disconnection BMU Status Change
Activated for First Time Customer Delinquency Alert
Completed Portal Password Reset Inventory Min Stock Level Alert
Contract Expires in X Days Jobs Completed Notification
Credit Card Expires Next Month Network Notification
Customer Portal Ticket Updated Paging Suppression Disabled
Customer Portal Username and Password Paging Suppression Enabled
Customer Submitted Payment Ticket Created or Modified
Daily Bandwidth Report Ticket Follow Up Reminder
ECheck Auto-Reconciliation Failed Ticket Responsible User/Group Changed
Email Generated Receipt Ticket Status Changed
Email Past Invoice Ticket Technical User/Group Changed
Financial Transaction Failed
Financial Transaction Successful Install/Service Call Scheduled (For User Scheduled)
Installation Scheduled
Manual Payment Entered
Monthly Billing Complete
No Automatic Card Set
Payment Refund Completed
Positive Balance on Bill Day
Positive Balance X Days Before Bill Due By Day
Positive Balance X Days Before Grace Period Ends
Requested Portal Password Reset
Send Call Log
Send Email X Days Before Billing
Service Call Scheduled
Status Changed on Account
Ticket Created or Updated
Used Percentage of Allotted Bandwidth

From the ‘Config’ tab a the top and select ‘System Email’ to see which emails are currently setup, check the status column to see if they’re actively in use or not. If you don’t see an email you want already in the table, click on the ‘+Add System Email’ button in the upper left. Name the email in the ‘Description’ field and chose what should trigger it from the ‘Send Event’ drop down. Note that some events allow for a ‘Days Prior’ field. The email can be set to only send for one of your companies or all from the ‘Company Email Association’ field. The option is given to include the latest invoice each time this email is triggered, this is only recommended for new billing or delinquency warning emails. Set the from address and subject for the recurring message. Fill out the body of the email which gives basic formatting features including hyperlinking. Choose a attachment if relevant and click ‘Save’.

Make sure you are taking advantage of the dynamic variables to personalize the message to each customer. Click on the Powercode logo on the far right of the email body to show the available fields that will be populated by the associated info from each customers account, see the chart below. In addition to providing details about the triggered event this is a good way to encourage use of customer portal or provide other helpful info about their account.

Dynamic Variables
Customer Name Customer ID
Customer Notes Security Code
Contact First Name Contact Last Name
Contact Email Address Contact Home Phone
Contact Main Phone Contact Work Phone
Contact Mobile Phone Current Time
Customer Status Total Bandwidth Used (GB)
Total Bandwidth Allowed (GB) Bandwidth Remaining (GB)
Customer Portal Username Customer Portal Password Reset Link
Current Balance Total Current Balance Due
Company (ISP) Name Today’s Date
Yesterday’s Date Customer Portal URL
Physical Address Physical Street 1
Physical Street 2 Physical City
Physical State Physical Zip Code
Latitude Longitude
Next Bill Cycle Day

When Powercode was installed default system emails were loaded with generic messages. It is a good idea to review each and make sure it captures your company’s messaging tone and includes the info you want for each type of event. To do this from the action column click the ‘Select an action’ drop down and choose ‘Edit’, then do it again on the next page. Edit your message and take full advantage of the dynamic variables.