1. Talisma CRM©
Interactions
Proprietary and Confidential

2. What is a Talisma Interaction
Record of communication between Users and Contacts
Collection of Messages
Text Messages
Phone Calls
Chat
Printed Letters

3. Key Features Logical grouping of messages Organized Threaded
Collaboration with colleagues
Transfer/Assign
Forward
Submit for Review
Consult a Specialist

4. About Talisma Aliases
address that an organization uses to send and receive
Two Types
Incoming: Receives for a Team
Outgoing: Sends to Contacts
Incoming Alias 1
Outgoing Alias
Team 1
Incoming Alias 2
Incoming Alias 3
Team 2
Team 3
A quick refresher on Aliases as they will be mentioned during this presentation.

5. Interaction Windows

6. The Interaction Window

7. The Conversation Pane
Historical record of all messages associated with the Interaction
Record of other specific events such as
Assignment to a User
Transfer to a Team
Changes in Status/Priority
Opening by a User
Sub Interactions

8. The Conversation Pane + -
Individual Messages can be expanded or collapsed by clicking on the or next to the Message header + -

9. The Reply Pane
Used to compose and send replies

10. The Forward Pane
Reply Pane is replaced by Forward when Forward is selected from the Interaction Menu

11. The Consult Pane
Reply Pane is replaced Consult when Consult a Specialist is selected from the Interaction Menu

12. The Preferred Properties Pane
Items from the Properties Tab can be placed in the Preferred Properties pane for easy access

13. The Tabs Pane
The Tabs Pane includes the Tab Bar and the Tabs associated with the Interaction

14. The “New” Interaction Window

15. Interaction Table View
Overview of the Interaction table view with Preview Pane

16. The New Message Window

17. Demo Creating an Interaction – New Interaction Window
Viewing an Interactions – Interaction Window

18. Training Exercise
Create a new interaction from a Lead. Select the media as Phone.
Put in some text in the contact message box and the user message box.
Assign the interaction to yourself while logging.
Locate & open the relevant interaction using one of the search methods.
Notice how the contact message and user message are captured on the interaction.

19. Interaction States
Interaction State
Icon
Open
Pending
Resolved
Closed
Expired
Pending, Closed and Expired states cannot be set manually.
Expired cases cannot be re-opened.

20. Prioritize Interactions
An Interaction can have a Priority of Normal or High
Priority is automatically computed by the system based on the priority of the associated Contact and the time-based priority definition defined by the Talisma Business Administrator
Priority can be set by the User (with permissions)
Two Options
Force High Priority
AutoCompute
Recorded as event in the Conversation Pane

21. Actions on Interactions
Add Message
Add Comments
Set Interaction State
Set Interaction Priority
Edit Interaction Subject

22. Assign/Transfer Interactions
Transfer - Transfer to different team
Assignment - Assignment to specific user
User can assign and transfer together if user is part of both the teams only
Team 1
(Transfer)
User 1
Team 2
(Assignment)
User 2

23. Training Exercise Add a message to the interaction created earlier.
Observe the state of the interaction
Add follow up contact message
Add comments
Make interaction as high priority
Assign the interaction to the trainer

24. Forward Interactions Forward Forward Options
Used to send Interaction details via
Used to send to someone who is not a Talisma user, or to a another Talisma User when no reply is expected
Forward Options
Forward (as message)
Forward as an attachment

25. Requesting Assistance
Consult a Specialist
Interaction is sent to Specialist (not a Talisma User) as an
Interaction Property data is sent if configured in Business Administrator
Interaction owner is notified when the Specialist responds
Submit for Review
Typically used to monitor responses by new employees
Can only be sent to another user in the same Team
Remains assigned to original User
Can include comments to for the reviewer
Can be recalled if reviewer has not taken any action on the review

26. Demo
Forward
Consult a Specialist
Submit for Review

27. Adding Supporting Information
Adding Comments
Comments can be added to Interactions using the Interaction->Add Comments menu action
Interaction comments appear in the Conversation History Pane
Attaching files
Files can be included in the Interaction Comments by using the Insert File option in the Comment window

28. Replying to Interactions
Send and set state with single click
Auto load next message

29. Message Object Interaction is composed of messages
Are internal to the system and can be viewed only after logging as an interaction
Each message has a direction (incoming/outgoing)
Have a unique identifier, Message ID
Interaction ID is independent of Message ID
How to view Message object?

30. Talisma Message Workflow

31. The Outbox Workspace where all outbound messages are held
Options available to:
Delete Reply
Rush Reply
Pause Reply

32. Additional Actions for Interactions

33. Responding to Multiple Interactions
A single response can be sent for multiple Interactions at the same time
In the Interaction table view, multi-select the required Interactions
From the Interaction Menu select Reply or Reply All
Type the response in the message area of the Multiple Interactions Reply Window
Click on the appropriate send option

34. Saving Interactions to a File
Interactions may be saved as a file on the system
HTML
Text
Save Options
Interaction – Interaction data including Conversation Pane with Messages and Properties.
Message Window
Attachments

35. Reminders
Reminders can be set by a User for oneself or for another Talisma User to perform an activity related to an Interaction. To set a reminder
On the Interaction Menu Bar, select Interaction->Set Reminder…
By clicking on the Set Reminder icon on the Interaction Toolbar
Note:
Reminders can be set for multiple Interactions at the same time by invoking the Set Reminder action from the Interaction Table view with multiple Interactions selected

36. Message Enhancements

37. Message Enhancements Attachments Signatures
File attachments can be added to messages
Signatures
Signatures are Team Based
The Signature for the Interaction’s Team will be used

38. Message Enhancements Properties Lists
Properties from the Interaction and related Objects (Contact, Lead, Message) can be directly inserted into an Interaction Response
Lists
A list of properties, from an Object that has a Many:One relationship with the Interaction or related Object, can be inserted into an Interaction Response

39. Message Enhancements Pictures Hyperlinks Knowledge Base Solutions
For systems with integrated Talisma Knowledge Base

40. Demo Inserting Attachment Inserting Signature
Inserting Properties & Property Lists
Inserting Pictures
Inserting Hyperlink

41. Training Exercise
Maximize the reply pane to pan the entire Talisma window.
Locate a file from your local computer and attach it to an existing interaction response.
Insert the Date of Birth property of a contact in a response.
Locate a picture on your local computer and insert in a response.
Include the following text in your response “Click here to visit Talisma”. Make the text as a hyperlink to

42. Message Enhancements Canned Responses
Pre-defined messages that can be inserted into Interaction responses
Shared Object
Canned Responses can be personalized by including properties from the Interaction and related Objects (Contact, Lead, Message)
Conditional Merges
Most Recently Used (MRU)
Can be inserted with a shortcut

43. Message Enhancements Rapid Responses
Up to three Canned Responses can be identified as Rapid responses
Rapid Responses can be included in a Message by a single click on a Tool Bar icon

44. Training Exercise
Create the following CR and share it with the home team.
Hi <First Name>
Thank you for contacting Indiana University. You will get a response to your query within <<Today + 3 days>>.
((if Lead.City = Bloomington then include the text below))
Indiana University is hosting its annual music festival on Mar 1, Click here to find out more information.
Regards,
<Current User>

45. Typing Tools Auto Correct Spell Check Auto Text
Automatically correct commonly miss-spelled words
Spell Check
Auto Text
Auto Text shortcuts may be used in Messages
Auto Text shortcuts will be automatically expanded in the Message – e.g. ASAP is expanded to As soon as possible

46. Wrap Up
Questions?
Clarifications?

47. Thank You