Communications Overview

Learn about Communications

1 About Communications
2 Benefits
3 Key Terms and Glossary
4 Communication Options
5 Sending Communications
6 Where to find Communications
7 Communication Management
8 FAQ’s

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About Communications

The Communications area of your Platform is where you can view and resend any messages sent from your accessplanit platform. You can also log additional interactions, such as phone calls with customers, ensuring all communication records are stored in one central location!

Benefits

Here are the benefits of using Communications

Centralised	All communications are stored within one place allowing you to see all communication sent to your customers
Multiple Communication Types	There are 3 types of communications that can be sent from your Platform, eCampigns, Text messages and Emails these are all recorded within your Communications DataGrid
Customisable Templates	Customisable Templates can be created allowing you to provide detailed information to your customers about their Courses
Automation	Schedule and automate messages to be sent either via Email Templates & Workflows, eCampaigns or Text Messages

Key Terms and Glossary

Mapped to	This can represent who the Communication was sent out to, but more often than not serves to represent the item (e.g. User, Delegate, Course, Invoice etc.) that a Communication is linked to. For example, while looking at a Communication that is mapped to a Delegate, the Mapped to column, more often than not, represents the User that Communication was sent to - at the same time, communications that were sent to linked Booking Users, Managers, or Account Contacts concerning the Delegate in question will show as being mapped to this item.
Date Created	The Date Created column will automatically populate with today's date and time, but you do have the option to override this if the Communication happened on a different day.
Communication Type	This is the Type of Communication that was issued. There are many pre-defined options available such as email, text etc. You can create your own Communication types in the Custom List Items page.
Communication Category	Here, you can specify what Category your Communication falls into. There are many pre-defined options available. You can create your own Categories here.
Subject	This is the Subject of the Communication
Content	This is the content of the Communication (i.e. Dear Trainer, you have an upcoming course…)
Email Logs	Email Logs is a DataGrid that shows all Email information that has been sent from your Platform - this can be accessed via the Administration menu

Communication Options

There are three different areas where you can view communications that are sent via the platform:

You can also set up templates for Communications in the following places:

Sending Communications

You can manually send emails directly from the DataGrids on the platform, through two separate methods:

Email (for 50 or under recipients)
eCampaigns (for over 50 recipients)

If you want to learn how to send emails from a DataGrid, visit our DataGrid page in the Help Guide.

If you would like to learn more about eCampaigns or how to send bulk emails, you can visit our eCampaigns page in the Helpguide

Where to find Communications

From the Main Navigation Menu, select ‘Communications’
This will open the Communications DataGrid showing all communications that have been sent from your Platform
From here you can use the Search bar & filters to search for any specific communication.

Communication Management

Learn how to create and manage Communications in your platform:

How To - Communications DataGrid

Email Logs Overview

How To - Email Logs

eCampaigns Overview

How To - Send an eCampaign

FAQ’s

Communications not showing on booker user or the account

One possibility if a user does not have a Communication Log created for a booking, is because if the Booker is the delegate, the Communication Log will be mapped to the 'booking' rather than a delegate.

As the bookings are their own module within accessplanit, the booking confirmation email will be triggered by an existing workflow. For instance, if the user was the booker, and not a delegate of a course, since the user's User ID did not trigger the workflow, the communication is not mapped to the User ID, hence why the Communication Log is empty.

Could you explain why the booking is mapped to a delegate and not the booking user? Is there a process to help it map to the booker?

To make sure the ‘mapped to label' is assigned to the booked user, delegates would have to manually book onto the course and the admin should not book the delegates onto the courses on their behalf. As the 'Mapped to Label’ essentially shows the last user to access the booking.

Alternatively, it would be a product suggestion to create a new field or to make the ‘Mapped to label’ field fixed to the booking user. You can suggest a product here: https://portal.productboard.com/cwfvxobqpbpj4sjupffqdnxm/tabs/1-under-consideration/submit-idea - and selecting ‘+ submit idea’.

How do I resend booking confirmations or other automated emails?

There are two ways to do this.

Go to the Communications of the Mapped to Object, i.e. the Delegate, or User who needs a communication resent.

Find the Communication in question on their Communications DataGrid.

Right-Click and Resend.

This will send the same email content as was previously sent, including any attachments.
Go to the Workflow Instances of the Mapped to Object, i.e. the Delegate, or User who needs a new communication sent.

Right Click the Workflow Template, and select Instances.

Right Click the Instance, and click ‘Execute’

This will tell the Workflow to send another Communication out - this time with updated Attachments/Email Content.

Communication not resending properly

When you re-send emails from the Communications or Email Logs DataGrid, the attachments will only be included, if the email is resent within 28 days.
This is because attachments on communications are stored on your host server for 28 days, then they are purged, this is to help with performance of your platform. Forwarding an email that had an attachment originally after 28 days will not include any attachments, this includes sign in sheets, registers and any other documents.

How do I set up automated workflows to send communications?

Workflows are set up via Administration > Workflows. The key steps are:

Click Add Workflow and give it a title (e.g. "Delegate - Booking Confirmation")
Choose the Module — this determines what data triggers the workflow (e.g. Delegate, Booking, Invoice)
Set the Trigger Event (usually 'Saved')
Go to Settings and add Rules to control when the Workflow fires (e.g. "Status Is In Booked", "Course Status Is In Available")
Go to Actions and add an Email Action linking to your Email Template, setting the recipient and timing

Many platforms include pre-built Workflow templates you can clone and customise. For more detail, see: Workflows Overview

Can I see what automated emails are in a queue to be sent?

This isn't possible, while you can check on individual 'instances' of workflows to see if they have sent, you cannot see a queue of all workflow instances.

How can I view all the emails sent to the Delegates booked on a specific Course?

You can view all communications sent from your platform — including emails to Delegates on a specific Course — via the Communications area.

How to find emails for a specific Course:

From the Main Navigation Menu, select Communications to open the Communications DataGrid
Use the Search bar and filters to narrow down the results. You can search or filter by:
- Mapped to — search for the Course name, Delegate name, or Booking to find communications linked to that item
- Subject — if your Email Templates use the @@CourseName merge field in the subject line, you can search by Course name here
- Date Created — narrow results to a specific time period around the Course dates
- Communication Type — filter by "Email" to exclude text messages or manually logged communications
You can also use the Change Columns button to add or rearrange columns to display the most useful information

Alternatively, view communications from the Course itself:

Navigate to the Course in question
Open the Delegates DataGrid for that Course
Right-click on a Delegate and select Communications to see all communications mapped to that Delegate for the Course

For more detailed email information (e.g. delivery status, attachments):

You can also check the Email Logs via Administration > Email Logs. Email Logs show additional technical detail such as the sender address, CC/BCC recipients, and attachment files. Note that attachments are stored in Email Logs for approximately 28 days before being purged.

For more information, see: