What Your Customers See
Several CRM features reach the customer directly. Some appear in MyAccount when they sign in; others work from a secure link in an email, so a customer with no portal login can still use them.
Proposals
Section titled “Proposals”A customer sent a proposal gets a secure web page carrying it in full: your introduction, an itemised table of the products and services with their features nested underneath, the recurring and one-off charges, any extra charges, your scope and closing notes, and the terms and conditions. The PDF is downloadable from the same page.
Accepting means typing their name. Depending on your settings they may also tick that they have authority to accept, and a signature may be required, optional or switched off.
Where the proposal offers alternative options, an option switcher lets them compare and pick one.
Asking a question opens a case on the Proposal Question topic, which lands in the Sales queue and notifies the deal owner.
Once the proposal is answered, the page falls back to the headline figures and the PDF, which stays as the record of what was agreed.
My Proposals in MyAccount lists a customer’s proposals where their profile allows it.
My Cases
Section titled “My Cases”Where a customer’s MyAccount profile names at least one case category, they get My Cases: their conversations with you, and a form to start a new one.
They see a list of their cases with the subject, reference, topic, status and last activity. The statuses are worded for them rather than for you:
| Your status | What they see |
|---|---|
| Awaiting Our Reply, or On Hold | With our team |
| With Customer | Replied - see our answer |
| Waiting on Supplier | With our supplier |
| Resolved | Resolved - reply to reopen |
| Closed | Closed |
What they never see: internal notes, the system events recording assignments and status changes, and draft replies. Those are staff-only, and are withheld by the platform rather than merely hidden by the page.
Starting a case takes a topic, a subject and a message. Replying to a closed case reopens it, and the form says so before they send.
Two limits they may meet, worded plainly:
- With 20 cases already open: “You already have several cases open with us. Please add to one of those, or try again later.”
- On a thread of 200 messages: “This case is full. Please start a new case for anything further.”
Magic links. A customer without a portal login still gets a link in each reply notification that opens the thread and lets them answer. That is how somebody who only ever received a proposal can carry on the conversation.
Confirmations of Instructions
Section titled “Confirmations of Instructions”A confirmation reaches the customer by emailed link or through MyAccount. They read the instruction, send back any documents you asked for, and accept or decline.
Asking a question instead opens an Instruction Question case in the Customer Services queue, and any documents they attach land on that thread.
My Confirmations lists them in MyAccount where the profile allows it.
Telling you when they will pay
Section titled “Telling you when they will pay”A chase stage can invite the customer to say when they will pay, through a link in the chase email. They choose a date within the limit you have set, and can add a message.
What happens: a promise is recorded exactly as if you had keyed it, an expected payment is created on their account, and chasing pauses on the invoices it covers until the promise lapses. Any message they add opens a Payment Delay case, so somebody sees it.
They get a reminder as the promised date approaches, and a notice if it passes unpaid.
Payment links
Section titled “Payment links”Generate Payment Links produces no-login links for making a payment and for setting up a card or Direct Debit. Send them to a customer who is not going to sign in, or use them from the No auto-collection worklist.
One thing to know: the links need the customer to have a MyAccount profile. Where the action is not offered, that is why.
Payment and mandate notifications
Section titled “Payment and mandate notifications”Customers can choose which payment notifications they receive, by email and by SMS: invoice issued, invoice due, expected payment due, payment promise due, and card, Direct Debit and auto-topup collections. Their choices are set per contact.
See SMS Types for the messages themselves.
Setting it up
Section titled “Setting it up”What appears in MyAccount is controlled by the customer’s MyAccount profile. Cases in particular appear only where the profile names at least one case category, so a profile with none switches the whole feature off for those customers.