Activities: Order Confirmation

With Order Confirmation, you can create digital order confirmation flows, seamlessly connecting with your Outbound account.

In this article:

• Navigation Page
• Create an Order Confirmation
• Copy Order Confirmation 
• Order Confirmation Reports
• Add an Order Confirmation to the Contact Page
  

Navigation Page

To access Order Confirmation, expand the  Activities drop-down menu, and select Order Confirmation.

In the navigation page you can see a list of all Order Confirmation forms you have already created. 

Use the Search bar to search for a specific Order Confirmation, or click + New to create a new one. 

Click the cog icon to the right of any Order Confirmation to expand the options. 

You can delete an Order Confirmation, pause, or activate it, depending on the status.

If the Order Confirmation is automated, then click Set active to activate the Automation flow which contains this order confirmation. 

If you want to delete an Order Confirmation, you will be asked to confirm first, as deleted Order Confirmations cannot be recovered.

If you are sure, click  Yes delete.

Create an Order Confirmation 

To create a new Order Confirmation, click the  + New button in the top right of the navigation page. 

Choose between Create order confirmation, and Copy order confirmation 

Create Order Confirmation

When creating a new Order Confirmation, a wizard will open, and mandatory fields are marked with a red asterisk. 

Scroll through the wizard to enter the details, or click a heading in the left-side menu.

Choose between General settings, Media types, Field mapping, Responses, Response type handling, Reminder, Reporting, and Agent's view. 

General Settings

Under General Settings, enter the following information:

• Name: Enter a name for your Order Confirmation. This is internal? only and will not be seen by the lead
• Active date interval: Click the calendar icon to set the date range in which the Order Confirmation will be active
• Which stoplist to respect: Expand the drop-down menu to choose a Stoplist. All leads on this Stoplist will be excluded from receiving this Order Confirmation
• Expiration time: Expand the drop-down menus to select the time interval in which the Order Confirmation will expire
• Order Confirmation update sequence: If the Order Confirmation is sent multiple times to the same lead, select the order in which they should be updated.

Media Types

Toggle between Yes and No to decide if the Order Confirmation should be sent as an Email or SMS inside Flows by Enreach. 

If Yes, expand the drop-down menus and choose which Email or SMS to send as the Order Confirmation.

If you are sending the Order Confirmation as an SMS, expand the recipient country drop-down menu and choose which country. 

If you are sending the Order Confirmation to multiple countries, you will need to create an Order Confirmation copy for each separate country. Learn how to do that here.  

Field Mapping

Under Field mapping, map the Lead Data from Flows to the Lead Data in Outbound. 

First, expand the two drop-down menus and select the Flows-Outbound connection you created in Telemarketing, and a Telemarketing Campaign. This will be the source of the Lead Data from Flows

When the Telemarketing connection and Campaign are selected, the lead data will automatically be displayed. 

• Flows field: This column will automatically be populated with fields from Flows. Expand the drop-down menu to change the field
• Map to type: Map to Outbound will let you choose an Outbound field to map, Outbound Standard Fields will display some standard field, and Text value will let you enter your own field name in a text field
• Map to value: Lastly, expand the drop-down menu to choose which value to map to from Outbound by Enreach.

Delete a field by clicking the red cross, or check the box and select Delete selected. 

Click the green plus to add more fields.

Responses

Under Responses, configure all of the potential responses a lead may have to an Order Confirmation.

• Type: Choose between Confirmation, Stop, and Help response types. You must always have at least one Confirmation response type configured
• Condition: This will determine how the response type is recognised. The condition is directly related to the value
• Value: Enter the Value in the text field. This will either be a text value that the lead responds with, a value in an email link, or a contract the lead has responded to.

Add more responses by clicking the green plus icon.

Response Type Handling

Under Response type handing, configure what actions should be triggered depending on how leads respond to the various responses configured in the previous step.

Click the green plus icon to get started.

• Type: Select a Response type between Confirmation, Stop, and Help
• Activity: Choose the activity that will be triggered when the lead responds. Choose between Update Stoplist, Update telemarketing, Email, and SMS
• Activity Name: Choose the SMS or Email to be sent, the Stoplist to be updated, or configure the settings for how the lead should be updated in Telemarketing.

To delete any Response Types, click the red cross icon.

Settings

If you have chosen to Update Telemarketing, then enter the following information. Mandatory fields are marked with a red asterisk: 

• Status: Select a status that the Lead will now receive
• Next status: Choose a next, optional status that the lead will change to immediately after the Status set above
• Filter Status: Select a status that will determine if the lead should be updated. If the lead has a different status to the one you select here, then it will not be updated
• Update user org code: When a field is selected, the User-processed field in Outbound will be updated with the corresponding lead field from the processing agent. For example, if the field selected is TM agent and the field is filled with the agent's email address, then that email address will appear in the User-Processed field in Outbound.
• Use Now Dial Time: By default, the dial time is set for now. Toggle to No to set it for a specific time. Enter the time in the text field using an hh:mm:ss format
• Update Lead Data: By default, lead data is not updated. Toggle to Yes to update via JSON or the Builder.

Reminder

Under Reminder configure how and when to send reminders to leads that have not yet completed the Order Confirmation.

• Stop reminder if response is: To exclude any leads from the reminder flow, select the response type here. For example, choose Confirmation to ensure leads that have already confirmed their order won't be included in the reminder flow.
• Wait time: Select a wait time range. After the chosen time, reminder 1 will be sent to leads that have not responded
• When the Wait time is set, click the green plus icon to configure the reminder type
• Activity Type: Choose between sending an Email or SMS reminder
• Activity Name: Select the Email or SMS that will be sent.

Repeat this activity for up to 3 reminders.

Reporting

Under Reporting, decide if you want an autogenerated report that will detail how many leads have signed the Order Confirmation and converted.

Agent View

Agent View allows you to choose what the agent sees and can do from the Order Confirmation page.

See below which options correspond with the Order Confirmation page:

Copy Order Confirmation 

To create a copy of an existing Order Confirmation, click the + New button in the top right of the navigation page, and select Copy order confirmation. 

Expand the Select Order Confirmation drop-down menu, and choose an Order Confirmation.

Click Copy.

Enter a new name for your Order Confirmation Copy, change any details that need to be changed, and click Save. 

Order Confirmation Reports 

To view the reports for your Order Confirmation activity, expand the Reporting menu and select Order Confirmation. 

In the Order Confirmation Report you can view complete statistics on your Order Confirmations, including how many have been sent, how many have been signed, and how many have been declined. 

To read more about the Order Confirmation Report, head to this guide. 

Add an Order Confirmation to the Contact Page 

After creating an Order Confirmation, it can be useful to connect it to your Outbound by Enreach account, so that Agents can initiate an Order Confirmation Flow with a Lead, directly from the Contact Page. 

To connect an Order Confirmation with a Campaign Template, first copy and paste the unique Token from the Order Confirmation navigation page. 

Locate the Campaign Template you want to connect and click edit. 

Click the green New button to add a new Master Data Field. 

Expand the Data Type drop-down menu and select Order Confirmation. 

Under Naming Options, enter a name for your Order Confirmation button that will appear on the Contact Page. 

Under Select Options, enter a name for your Order Confirmation, and enter the Token in the value text field. 

If you are going to add multiple Order Confirmations to the same Campaign Template, then enter different names here, so they can be chosen from a drop-down menu. 

Click the green arrow to add the button to your Template. 

When you are done, Save the Campaign Template

When you are calling leads from a Campaign that uses the Campaign Template you have modified, you will now see a green Update button under Order Confirmation. 

Click Update to be taken to the Order Confirmation page.

Click Start Order Confirmation in the top right corner of the page to begin an Order Confirmation with your Lead.