etrac Pre-Scheduler Guide

Transcription

1 etrac Pre-Scheduler Guide 2018, All Rights Reserved

2 Table of Contents Pre-Scheduler Overview... 3 Pre-Scheduler Process Flow Residential Order Form... 4 Client User:... 4 Staff User:... 4 Vendor User:... 5 Enabling Pre-Scheduler Options within Order Broadcasts... 5 Order Assignment (Received by a Single Vendor):... 5 Custom Vendor Broadcast Notification (Received by Multiple Vendors):... 6 Broadcast Order Workflow Action:... 6 Standard Text Messaging Feature... 8 Opting-In to Receive Text Messages (Vendor):... 8 Order Assignment Text Messaging Sequence (Pre-Scheduler Enabled):... 9 Order Assignment Text Messaging Sequence (Pre-Scheduler Disabled): Help Text for Invalid Responses: Creating a Custom Help Text : Placeholder Definitions: Custom Text Messaging Feature Opting-In to Receive Text Messages (Client Users/Processors): Send Text Message Workflow Action: Associated Merge Fields: Pre-Scheduler & Encompass Integration: How to Use Pre-Scheduler with Encompass: Activating etrac Pre-Scheduler: Global DMS etrac Pre-Scheduler Guide Page 2

3 Pre-Scheduler Overview etrac s Pre-Scheduler tool allows both Staff and Client Users to select between 1 to 3 property appraisal appointment dates per order. Once the dates have been selected, the system then automatically searches for applicable appraisers that could complete the order. The order, including the specified dates, is then instantly broadcast to these appraisers for optimal assignment. If an appraiser wishes to accept the order, they must first select and agree to one of the required appraisal appointment dates. Pre-Scheduler also provides a unique texting feature, which allows Staff and Client Users to send order assignment notifications including the pre-designated appraisal appointment dates to vendors via text message. Appraisers that receive these notifications are then able to accept the order by selecting one of the specified dates, or simply decline it all through texting. (Standard data rates may apply) In addition, this new texting functionality also includes the option to create and send custom notifications via the etrac Workflow Engine. Pre-Scheduler helps to reduce turn-times and allows you to choose pre-designated appraisal dates based on your parameters, business processes, or special requests from borrowers or clients. It s broadcast technology pushes orders to eligible vendors only, ensuring quick acceptance and timely completion. Please note that this tool is only available within the Residential Order Form and will not be available within the Commercial Order Form. Global DMS etrac Pre-Scheduler Guide Page 3

4 Pre-Scheduler Process Flow Residential Order Form Client User: A Client User will be allowed, but not required, to enter up to 3 pre-designated appraisal appointment dates/times on the Residential Order Form under the new Inspection Date/Time Options section. If the Client User chooses to enter pre-designated appraisal dates, the Vendor wishing to accept the order will then be required to select one of the specified dates before they can accept the order. NOTE: If no pre-designated appraisal appointment dates are selected, etrac s Inspection Date/Time functionality will continue to operate as normal without requiring vendors to first select and agree to a specific date/time. Staff User: Once the order is entered by the Client User, it will automatically flow into the Staff Module as normal. A Staff User will then be able to view and modify the Client User s pre-designated appraisal dates/times prior to the order being broadcast for assignment. These modifications, if necessary, will be made within the same Inspection Date/Time Options section on the Residential Order Form. NOTE: If etrac s Auto Assign feature is enabled within your system, your Staff Users may not have the ability to view the order prior to assignment. Global DMS etrac Pre-Scheduler Guide Page 4

5 Vendor User: Upon receiving an assignment request, a Vendor User will be required to choose one of the predesignated appraisal date/time options from within the Status Info section of the Vendor Module s Residential Order Form. It s important to remember that the vendor will not be allowed to accept the order until they have selected one of the available options. Once the Vendor User selects one of the predetermined dates/times, and the order is officially accepted, the chosen appointment date will automatically populate within the Inspection Date/Time Field on the Residential Order Form. The order will then function as normal. Enabling Pre-Scheduler Options within Order Broadcasts Order Assignment (Received by a Single Vendor): A Vendor can be given the ability to select a pre-designated appraisal appointment date/time from directly within the Order Assignment so that they can accept the order without the need to navigate to the Residential Order Form within the Vendor Module. To enable this functionality, a Staff User must first configure the Custom Order Assignment within etrac s Company Documents app to include the AcceptandPreschedule merge field. Once this merge field has been added, the appraisal date/time options will then be included within the Order Assignment and can be instantly selected and submitted via by the Vendor User. NOTE: Please reference the etrac Company Documents Guide for more information on how to configure the Custom Order Assignment . Global DMS etrac Pre-Scheduler Guide Page 5

6 Custom Vendor Broadcast Notification (Received by Multiple Vendors): Vendors can be given the ability to select a pre-designated appraisal appointment date/time from directly within the Custom Vendor Broadcast Notification so that they can accept the order without the need to navigate to the Residential Order Form within the Vendor Module. To enable this functionality, a Staff User must first configure the Custom Vendor Broadcast Notification within etrac s Company Documents app to include the AcceptandPreschedule merge field. Once the merge field has been added, the appraisal date/time options will then be included within the Custom Vendor Broadcast Notification and can be instantly selected and submitted via by a Vendor. The order will be assigned on a first come first served basis, as normal. NOTE: Please reference the etrac Company Documents Guide for more information on how to configure the Custom Vendor Broadcast Notification . Broadcast Order Workflow Action: Staff Users can utilize the new Broadcast Order workflow action within etrac s Workflow Engine to automatically broadcast their order requests to eligible appraisers. Once configured, these broadcasts (sent via ) will include the appraisal appointment date/time options within them. Vendors will be given the chance to review the order s information, select one of the predetermined dates/times (if desired), and then instantly respond to the request without having to navigate to the Residential Order Form within the Vendor Module. The order will be assigned on a first come first served basis, as normal. Before assigning orders through the new Broadcast Order workflow action, Staff Users must first choose one of the following options within the workflow s setup: 1. They can select the Use Vendor Broadcast Notification (Company Documents) checkbox within the Broadcast Options section; or 2. They can create a custom assignment within the Body section under the New Body field. (See screen shot on the next page) Global DMS etrac Pre-Scheduler Guide Page 6

7 If the Staff User selects the Use Vendor Broadcast Notification (Company Documents) checkbox, the New Body field within the workflow s setup will become unavailable. Additional Configurability Options: The Broadcast Order workflow action also provides several options that allow you to configure these notifications even further. These options include: Ignore Approved Vendor List Ignore All Criteria Except Zip Code Coverage Exclude Vendors in the At Capacity Status Exclude Vendors with an Expired Background Check Date In addition, Staff Users can configure how many days a vendor s background check must remain valid past the current date. This helps to ensure that the given order is not assigned to an appraiser that will have their background check expire before the date the appraisal is due. NOTE 1: The new Broadcast Order workflow action can be used for any appraisal order and does not require Pre-Scheduler to be activated within your system. If Pre-Scheduler is not activated, the appraisal appointment date/time options will not be available. NOTE 2: Please reference the etrac Workflow Engine Guide for more information on how to configure workflow actions. Global DMS etrac Pre-Scheduler Guide Page 7

8 Standard Text Messaging Feature Opting-In to Receive Text Messages (Vendor): The Standard Text Messaging feature will only apply to Order Assignment Texts that are sent to vendors. Before a vendor can begin receiving text messages, they will be required to opt-in to these notifications. In order for a vendor to opt-in, they must navigate to the Text Messaging Options section within their Vendor Profile. Staff Users may also initiate this process from within the Staff Module as well. NOTE : The section will only be available and editable within the Vendor Module when the system is configured as follows: The Allow Vendors to modify their Profile? setting is set to Yes (Staff Module Navigation: Setup Manage Vendors Vendor Module Configuration). The Cell Phone# option is set to Read/Write on the Vendor Module Vendor Profile Configuration screen (Staff Module Navigation: Setup Manage Vendors Vendor Module Configuration). From here, the vendor must add their cell phone number in the Cell Phone field, check the Send Text Messaging Opt-In checkbox, and click on Save at the bottom of the screen. Staff Users may also complete this process from within the Staff Module as well. Once complete, the following Welcome Text will then be sent to the vendor s cell phone: Reply YES to receive appraisal assignment alerts at this number. Msg freq varies. Reply STOP to opt out. Msg&Data rates may apply. If the vendor replies YES, they will then receive the following text message: You will now receive appraisal assignment alerts. Text STOP to opt out. Msg&Data rates may apply. Global DMS etrac Pre-Scheduler Guide Page 8

9 If the vendor replies STOP, they will then receive the following text message: You have opted out of this program. You will not receive additional messages. After the Welcome Text is sent, the Date Last Opt-In Sent field will display the date and time that the message was sent. In addition, the Text Messaging Opt-In Status field will initially change to Pending before changing to either Accepted or Declined after the vendor responds. Once a vendor opts-in, they will begin receiving the Standard Order Assignment texts. If a vendor doesn t reply, or replies with STOP, they will not receive any additional text messages. That said, the opt-in process can always be repeated if they change their minds and would like to begin receiving text notifications at a later time. In order to initiate this process, the vendor must send START to the phone number they were receiving the messages from. NOTE: Standard data rates may apply to all text messages. Order Assignment Text Messaging Sequence (Pre-Scheduler Enabled): When an order has been broadcast for assignment via text message and Pre-Scheduler has been enabled within your system vendors will receive the following Order Assignment text on their cell phones: Order# <unique identifier number> from <company name> has been assigned for <FullPropertyAddress>. Reply 1, 2, or 3 followed by a plus sign and order# (no spaces) to choose Inspection Time and accept order. 1:<prescheduled date/time1> 2:<prescheduled date/time2> 3:<prescheduled date/time3>. Reply NO followed by a plus sign and Order# <unique identifier number> (no spaces) to Decline. To Accept with Conditions please log into the Vendor Module. <CompanyVendorUserWebSiteURL> OR <CompanyDomainURL>. If a vendor wishes to accept an order, they must reply to this text with either the number 1, 2, or 3 (which correspond with the pre-determined appraisal appointment dates) followed by a plus sign (+) and the Order# as well. A valid response for Order# would be formatted as follows: Once a vendor accepts the order, its status will change to Accepted By Vendor and the Inspection Date field on the etrac Order Form will auto-populate with the chosen appointment time. The following text message will then be sent to the vendor to acknowledge the order s acceptance: Order# <unique identifier number> has been accepted. Inspection Scheduled for <InspectionDateTime>. Login to the Vendor Module for more details. <CompanyVendorUserWebSiteURL> OR <CompanyDomainURL>. Text MORE followed Global DMS etrac Pre-Scheduler Guide Page 9

10 by a plus sign and the Order# <ordernumber> (no spaces) for help. Reply STOP to opt out. If a vendor wishes to decline the order, they must reply with NO followed by a plus sign (+) and the Order#. Once a vendor declines the order, its status will change to Declined By Vendor. NOTE: The Order# (<unique identifier number>) within these text messages is a unique identifier number that s automatically assigned by etrac to the order it is not the file number (RRRNumber) that s found on the etrac Order Form. The Order# will be required in all text responses from the vendor. Order Assignment Text Messaging Sequence (Pre-Scheduler Disabled): When an order has been broadcast for assignment via text message and Pre-Scheduler has not been enabled within your system vendors will receive the following Order Assignment text on their cell phones: Order# <unique identifier number> from <company name> has been assigned for <FullPropertyAddress>. Reply YES followed by a plus sign (+) and the Order# to accept, NO followed by a plus sign (+) and the Order# to Decline. To Accept with Conditions please login to the Vendor Module. <CompanyVendorUserWebSiteURL> OR <CompanyDomainURL>. If a vendor wishes to accept the order, they must reply with YES followed by a plus sign (+) and the Order#. Once a vendor accepts the order, its status will change to Accepted By Vendor and the following text message will then be sent to the vendor to acknowledge the order s acceptance: Order has been accepted. Login to the Vendor Module for more details and to schedule an inspection. <CompanyVendorUserWebSiteURL> OR <CompanyDomainURL>. Text MORE followed by a plus sign and the Order# <ordernumber> (no spaces) for help. Reply STOP to opt out. If a vendor wishes to decline the order, they must reply with NO followed by a plus sign (+) and the Order#. Once a vendor declines the order, its status will change to Declined By Vendor. NOTE: The Order# (<unique identifier number>) within these text messages is a unique identifier number that s automatically assigned by etrac to the order it is not the file number (RRRNumber) that s found on the etrac Order Form. The Order# will be required in all text responses from the vendor. Global DMS etrac Pre-Scheduler Guide Page 10

11 Help Text for Invalid Responses: If a vendor responds with an invalid text message, the following Help Text will be sent to their cell phone: Invalid response or help requested. Review prior text, login: <CompanyVendorUserWebSiteURL> OR <CompanyDomainURL>, or call option 3 for tech support. Msg freq varies. Reply STOP to cancel. This Help Text will be automatically sent to a vendor for the following reasons: Their response is missing the unique identifier number (Order#). Their response includes a unique identifier number (Order#) that is not associated with their cell phone number. Their response does not contain the correct verbiage to accept, decline, or schedule the appraisal. Creating a Custom Help Text : Staff Users are able to create a custom Help Text for invalid responses via the following system settings: Setting Text: Enter contact information and/or instructions (e.g. Contact Name, Phone Number, etc.) to be texted to the Client User/Processor when an invalid response or the word "MORE" is received. Multiple text messages will be sent if the message exceeds 140 characters. If left blank, the user will be directed to your web site or Global DMS Technical Support. o Staff Module Navigation: Setup System Settings Configure Client Communications Setting Text: Enter contact information and/or instructions (e.g. Contact Name, Phone Number, etc.) to be texted to the Vendor when an invalid response or the word "MORE" is received. Multiple text messages will be sent if the message exceeds 140 characters. If left blank, the user will be directed to your web site or Global DMS Technical Support. o Staff Module Navigation: Setup System Settings Configure Vendor Communications This field will be limited to 560 characters. If completed, the verbiage that s entered will be sent in place of the standard Help Text content shown above. Placeholder Definitions: Company Name This is the name of the company that is sending the order request as designated within their Company Profile in etrac. FullPropertyAddress This is the address of the subject property on the order that needs to be appraised. Global DMS etrac Pre-Scheduler Guide Page 11

12 Prescheduled date/time1 This is the first appraisal appointment date/time option. Prescheduled date/time2 This is the second appraisal appointment date/time option. Prescheduled date/time3 This is the third appraisal appointment date/time option. CompanyVendorUserWebSiteURL This is the URL that s listed within the If you have a separate website for Vendor Users, enter it here. setting located in the Company Profile. CompanyDomainURL This is the URL that s listed within the What is your company domain name? setting located in the Company Profile. InspectionDateTime This is the appraisal appointment date/time that was selected by the vendor. NOTE: The Order# (<unique identifier number>) within these text messages is a unique identifier number that s automatically assigned by etrac to the order it is not the file number (RRRNumber) that s found on the etrac Order Form. Custom Text Messaging Feature Custom text messages can be setup and created using the Send Text Message workflow action within etrac s Workflow Engine. In addition to sending text notifications to vendors, this custom text messaging feature will also allow messages to be sent to Client Users and Processors that are assigned to an order. Opting-In to Receive Text Messages (Client Users/Processors): Before a Client User or Processor can begin receiving text messages, they will be required to opt-in to these notifications. This opt-in process will work the same as the Vendor User opt-in process. NOTE: Only a Staff User or Manager-Level Client User that has the rights to add Client Users via the Would you like to allow Manager-level Client Users to add other Client Users? system setting and Allow user to Add/Delete users? Client User setting can access this opt-in setup Global DMS etrac Pre-Scheduler Guide Page 12

13 feature. Non-Manager Client Users, or Manager Client Users that don t have these settings enabled, will not be able to access this opt-in setup. In order for a Client User or Processor to opt-in, a Staff User must navigate to the Text Messaging Options section within their Client User Profile. Manager-Level Client Users with the appropriate settings enabled (see note above) may also initiate this process from within the Client Module. From here, the Staff User must add the Client User s cell phone number in the Cell Phone field, check the Send Text Messaging Opt-In checkbox, and click on Save at the bottom of the screen. Manager-Level Client Users with the appropriate settings enabled (see note above) may also complete this process from within the Client Module. Once complete, the following Welcome Text will then be sent to the Client User or Processor s cell phone: Reply YES to receive appraisal assignment alerts at this number. Msg freq varies. Reply STOP to opt out. Msg&Data rates may apply. If the Client User or Processor replies YES, they will then receive the following text message: You will now receive appraisal assignment alerts. Text STOP to opt out. Msg&Data rates may apply. If the Client User or Processor replies STOP, they will then receive the following text message: You have opted out of this program. You will not receive additional messages. After the Welcome Text is sent, the Date Last Opt-In Sent field will display the date and time that the message was sent. In addition, the Text Messaging Opt-In Status field will initially change to Pending before changing to either Accepted or Declined after the Client User or Processor responds. If a Client User or Processor doesn t reply, or replies with STOP, they will not receive any additional text messages. That said, the opt-in process can always be repeated if they change their minds and would like to begin receiving text notifications at a later time. In order to initiate this process, the Client User must send START to the phone number they were receiving the messages from. NOTE: Standard data rates may apply to all text messages. Global DMS etrac Pre-Scheduler Guide Page 13

14 Send Text Message Workflow Action: When a Staff User selects the Send Text Message workflow action, a Configure Text Messages section will display on the workflow setup screen. The Staff User must select the desired recipient(s) from the Select Recipient(s) drop-down menu and click Insert. This drop-down menu allows you to choose between vendors, Client Users, and Processors. Once selected, text messages will be sent to the appropriate recipients that are assigned to an order. After the recipients are selected, Staff Users can then compose their custom text message within the Insert Message Text Below field. Please note that messages exceeding 140 characters will be sent as multiple texts (each message will contain no more than 140 characters). NOTE: Please reference the etrac Workflow Engine Guide for more information on how to configure workflow actions. Associated Merge Fields: To help compose these custom text messages, several merge fields are available. These merge fields include: TextOrderID This merge field inserts etrac s unique identifier number (internal) into the text message. o It is recommended to include instructions in the body of the text message regarding this number s function. Global DMS etrac Pre-Scheduler Guide Page 14

15 o The unique identifier number is automatically assigned by etrac to the order it is not the file number (RRRNumber) that s found on the etrac Order Form. For vendors to accept orders via text message, this number must be included within the Order Assignment Text. Vendors are required to include this number within their response so that etrac knows the exact order the vendor is accepting or declining. TextAcceptResponseCode This merge field will function differently depending on if Pre-Scheduler is enabled or disabled. o o If Pre-Scheduler is disabled and the appraisal appointment dates are not included within the order, this merge field inserts YES into the text message. It is recommended to include instructions in the body of the text message, such as the following example: To accept the order please reply {TextAcceptResponseCode} followed by a plus sign (+) and the Order# {TextOrderID} (no spaces). The recipient will then see the following content within the text message: To accept the order please reply YES followed by a plus sign (+) and the Order# (no spaces). If Pre-Scheduler is enabled and the appraisal appointment dates are provided within the order, this merge field will insert the following verbiage into the text message: Reply 1, 2, or 3 followed by a plus sign (+) and the Order# {TextOrderID} (no spaces) to accept the order and choose an inspection appt. 1:<prescheduled date/time1> 2:<prescheduled date/tim2> 3:<prescheduled date/time3>. The recipient will then see the following content within the text message: To accept the order please reply Reply 1, 2, or 3 followed by a plus sign (+) and the Order# (no spaces) to accept the order and an inspection appt. 1: 5/12/ :00 AM - 11:00 AM 2: 5/12/2018 1:00 PM - 2:00 PM 3: 5/12/2018 3:00 PM - 4:00 PM. A successful response will change the order s status to Accepted By Vendor. TextDeclineResponseCode This merge field inserts NO into the text message. o It is recommended to include instructions in the body of the text message, such as the following example: To Decline the order please reply {TextDeclineResponseCode} followed by a plus sign (+) and the Order# {TextOrderID} (no spaces). o The recipient will then see the following content within the text message: Global DMS etrac Pre-Scheduler Guide Page 15

16 o To decline the order, please reply NO followed by a plus sign (+) and the Order# (no spaces). A successful response will change the order s status to Declined by Vendor. TextHelpResponseCode Inserts "MORE" into a text message. o The order# must be included in the text message body, as the response must be formatted as "MORE+<order#>" for the command to function correctly. o It is also recommended to include instructions in the body of the text message, such as in the following example: "For further instructions, please reply {TextHelpResponseCode} followed by a plus sign and Order# {TextOrderID}. Do not include spaces in your response (E.g.; MORE ) o The recipient will then see the following content within the text message: For further instructions, please reply MORE with Order# Do not include spaces in your response (E.g.; MORE ) o When the recipient sends this response, the appropriate help instructions will be sent via text message. TextHelpInstructions This merge field inserts the content that s entered within the corresponding system setting. It will be based on the recipient-type (i.e. Vendor, Client User, Borrower, or Contact). TextOptOutResponseCode This merge field inserts STOP into the text message. o It is recommended to include instructions in the body of the text message, such as the following example: To opt-out of receiving text notifications, please reply {TextOptOutResponseCode}. You will receive a final opt-out confirmation text, but no further messages. o o The recipient will then see the following content within the text message: To opt-out of receiving text notifications, please reply STOP. You will receive a final opt-out confirmation text, but no further messages. Once the recipient sends this response, they will receive a final opt-out confirmation text and be opted-out of all future text notifications. TextAcceptWithConditionsInstructions This merge field inserts instructions on how to accept an order with conditions into the text message. o When this merge field is selected, the following content will be inserted into the text message: To Accept with Conditions, please log in to the Vendor Module: <CompanyVendorUserWebSiteURL> OR <CompanyDomainURL>. Global DMS etrac Pre-Scheduler Guide Page 16

17 NOTE: Please see page 11 for the definitions of the <CompanyVendorUserWebSiteURL> and <CompanyDomainURL> merge fields. Pre-Scheduler & Encompass Integration: etrac s Pre-Scheduler app is also available within the platform s Encompass integration. Those that utilize this integration can access the app directly from their native Encompass interface to select between 1 to 3 property appraisal appointment dates per order that an appraisal is to be completed by. Once the dates have been selected, the information is immediately sent to etrac. The system then automatically searches for applicable appraisers that could complete the order. The order, including the specified dates, is then instantly broadcast to these appraisers for optimal assignment. If an appraiser wishes to accept the order, they must first select and agree to one of the required appraisal appointment dates. How to Use Pre-Scheduler with Encompass: Verify that the Pre-Scheduler app is enabled within your etrac system Open the Encompass application Create a new order Select Order Appraisal Locate the Pre-Scheduling button (directly below the Messaging drop-down menu) (See screen shot on next page) Global DMS etrac Pre-Scheduler Guide Page 17

18 Click on the Pre-Scheduling button (a Pre-Scheduled Dates window will then open) Global DMS etrac Pre-Scheduler Guide Page 18

19 Start by selecting a date in the Option 1 row via the calendar tool Select the Start Time via its drop-down menu Select the End Time the same way via its drop-down menu Option 2 will then become available follow the same steps Option 3 will then become available follow the same steps If necessary, users can clear these fields by clicking the adjacent Clear button NOTE: Option 2 and Option 3 will not become available until the proceeding option has been completed. Click on the Save button to save your pre-scheduled dates and times to the order To cancel, click the Cancel button this will close the application without saving any entries Global DMS etrac Pre-Scheduler Guide Page 19

20 When one or more dates have been saved to the order, the Scheduled checkbox will then be checked: In order to view or change the pre-scheduled dates BEFORE submitting the order, the user must click on the Pre-Scheduling button. Global DMS etrac Pre-Scheduler Guide Page 20

21 After submitting the order, the user will still be able to view the pre-scheduled dates and times, but these cannot be changed: Global DMS etrac Pre-Scheduler Guide Page 21

22 Activating etrac Pre-Scheduler: To begin utilizing etrac s Pre-Scheduler tool, please contact our Technical Support Department to have the app enabled within your system. This department can be reached at (option 3) or help@myetrac.com. Once Pre-Scheduler has been activated, your Staff, Client, and Vendor Users will notice new fields within the Residential Order Form. NOTE: This activation process is only required for etrac Pre-Scheduler and its associated texting options. Both the Standard and Custom Text Messaging features are readily available for those utilizing etrac Enterprise and do not require activation. Global DMS etrac Pre-Scheduler Guide Page 22