Assigning your users to IRIS CRM groups provides you with a means of separating access in IRIS CRM by brand, location, or business unit. By configuring different settings for each group you can control what your users, merchants, and agents will see in IRIS CRM.
Every email, system-generated or user-generated, merchant-facing or agent-facing, is available for customization with each group’s name, logo, and contact info placeholders.
In order to create and configure a new group you will typically need to perform the following actions:
- Create a new group and edit its settings
- Enable the Groupwide permission for the required user classes
- Assign users to the new group
In the following sections, we provide detailed information on each of these three steps. Additional information is also provided on the areas of the CRM which can be controlled using Groups as well as how to create email templates based on Group settings.
Adding a New Group
To add a group, go to Manage > Administration > Users & Groups > Manage Groups, click on the Add New Group button. A pop-up will appear where you can enter the name of your group, the group's code and select if the group will be an active or an inactive group. When finished, click Save:
Your new group will now appear in the list of all available groups. To edit the group, expand its accordion in order to display and edit the group's settings.
Here you can also set a default group by clicking the Set Default Group button and selecting the default group:
The group that you select in this way will be set as the default option in all Group drop-down menus.
Within each Group accordion there are three groups of settings, as follows:
- Group Information
- Group Settings
- Welcome Letter Template
Here is a description of each settings group.
In the Group Information section you can perform the following actions:
- Upload or update the Group's logo
- Edit the name of the Group and the Group's code
- Change the Group status to active or inactive
- Delete the Group
In the Group Settings section, fill in your group's contact names, numbers, and emails. Here you can also edit the group’s display name, select the default lead status, live status and the website address:
As can be seen in the above image, different emails and contacts can be specified for different types of email notifications originating from the IRIS CRM system. For example, you can send all lead-related notifications from one email address and contact name, and send all calendar-related notifications from another email address and contact name (and the same goes for the TurboApp and Helpdesk notifications).
For a more detailed explanation of each field jump to the table at the end of this article where we provide a description of each field and the context they are used in.
If the Default Lead Status and the Default Live Status shows "No Statuses Found" then you will not be able to save the group until a status category with status states has been made available for this group.
For more information on creating status categories and states, please see our article on Managing Lead Status States. Once statuses are enabled for the group, its required settings can be updated and saved.
When you have finished editing your group settings click on the "Save" button and the new group settings will be saved.
Welcome Letter Template
In the Welcome Letter Template section you can upload an email template that will be used to send out a welcome message to newly boarded merchants. Once the template has been uploaded you will be able to download or preview it:
Your template must be saved in .rtf format and must not exceed 5 MB in size. Inside your template you can use the business name and the merchant ID placeholders, as shown in this example:
Copying Settings from Another Group
If you’ve already configured the Group Settings section in a different group with similar settings, you can speed up the configuration of the group you’re currently working on by copying the settings from the other group.
Click on the "Copy From" button in the Group Settings section and in the pop-up which appears select the group whose settings you wish to copy over, select whether to copy only the logo, the settings or both and then click "Copy":
After that the settings will appear in your current group’s settings and you can edit further if needed and then save.
Configuring User Classes
In order for your group settings to be applied properly you must also ensure that the necessary user classes have the "Groupwide" permissions enabled for Leads, Merchants, and Helpdesk tickets. That will make it so the users will only see those things if they are set as being in the the specific group of the item.
Go to Manage > Administration > Users & Groups > User Classes and click on the "Permissions" button of the User Class you wish to edit:
Next, expand the My Leads, Merchant Info or the Helpdesk section and look for the Groupwide Leads row. As an example, here is an image showing the Groupwide Leads row under the My Leads section:
Note: As shown in the above email, each User Class has the Basic, Advanced, and Admin user types which set the base price and available permissions.
You can give Groupwide access to either Advanced or Admin users. Systemwide access will let the users of that class see all of that item (Lead, Merchant, Ticket), regardless of group. Typically, users that are Sales Managers or Support/Customer Service get Groupwide access for one or more of the items (Lead, Merchant, Ticket).
Assigning Users To a Group
As the final step you need to move the needed users into the new group. Go to Manage > User Accounts and click on the user account you wish to edit in order to display the user’s settings. Then at the top-right, under "This user is part of the following groups" you can add the group they should be in and remove any previously assigned groups if needed:
A single user can be assigned to one or more groups.
Tip: Leads and merchants have a Group setting on them. You can bulk change the Group on leads by going to My Leads, doing a search, and clicking Manage Leads within the results.
Groups within IRIS are one of the ways that you control who can see what information in your site.
Below is a list of items that are controlled based on the user’s Group that will need to be changed to give proper access to the users:
Controlled by Groups:
- Leads (and use of Statuses)
- Lead Email Templates
- Merchant Welcome Letter
- Lead Sources
- Lead Campaigns
- Lead Pricing Templates
- Document Labels
- Proposal Generator Templates (also by user class or users)
Here is a list of what is not controlled by the Group:
Not controlled by Groups:
- Helpdesk ticket types (instead by user class, however tickets use merchant’s group)
- Lead documents for e-sign/generating PDF (instead by user)
- Home tabs (instead by user class)
Your group settings can also be incorporated into your email templates by inserting the group settings placeholders in the email body.
To create a new email template go to Manage > Administration > Email > Email Templates and click on the "Add New Template" button:
In the "Add New Template" editor which pops up click "More Options" in order to show the advanced template options:
You can now use the "Add Special Fields" drop-down menu in order to select the placeholders to be inserted into your template. To insert your Group Settings placeholders into the template, look for the Group Settings fields in the drop-down menu as shown in the below image:
Once you’ve selected your placeholder click "Add" and the placeholder’s code will appear in your email body. You can also copy/paste this code into a different part of your email if needed:
Group Setting Fields
The following table provides a description of each field in the Group Settings section:
|Group Display Name||This will display in the Contact Customer Service section of merchants in this group and be used as a display name in emails.|
|Technical Support Phone||This phone number will display in the Contact Customer Service section of merchants in this group.|
|Customer Service Phone||This phone number will display in the Contact Customer Service section of merchants in this group.|
|Contact Fax||This fax will display in the Contact Customer Service section of merchants in this group.|
|Contact Email||This email address will display in the Contact Customer Service section of merchants in this group.|
|ISO Support Phone||This number will display when a user has been locked out after too many failed login attempts, and when a Merchant is completing the self-enrollment process. It should connect the user with an Administrator who can assist with these issues.|
|Default Lead Status||This status will be set by default on leads created in the New Lead page however the status can be changed before the lead is created.|
|Default Live Status||This status will be set on leads created for merchants that are added to IRIS.|
|Default Website Address||This website address will be used within email templates to replace placeholder when this is the receiving user's Primary Group.|
|General Sender Email||This email address will be used to send notifications when this is the receiving user's Primary Group.|
Lead Sender Email
|This email address and name will be used to send notifications about Lead comments and assignment when this is the receiving user's Primary Group.|
Link Leads to Gmail
|Lead updates will be sent from this Gmail address. When users reply to the linked Gmail address, their comments will also appear on the Lead automatically as new notes.|
Calendar Sender Email
|This email address and name will be used to send notifications about calendar when this is the receiving user's Primary Group.|
TurboApp Sender Email
|This email address and name will be used to send notifications about TurboApp and other merchant updates when this is the receiving user's Primary Group.|
Helpdesk Sender Email
|This email address and name will be used to send notifications for Helpdesk tickets when this is the receiving user's Primary Group.|
Link Helpdesk to Gmail
|Helpdesk ticket updates will be sent from this Gmail address. When users reply to the linked Gmail address, their comments will appear on the ticket automatically.|
Helpdesk Ticket Type
|If the Helpdesk has been linked to a Gmail address, and if a user sends a new email to this address, then a new ticket will be generated and it will be assigned with this ticket type.|