Your CRM enables you to easily create multiple user groups based on brand, location, business unit (or other criteria), and assign appropriate users to each group.
You can set the various access permissions for each group individually, and in that way control what your users, merchants, and agents see in the CRM.
You may also incorporate the group's information into your email templates. 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 this article, we provide information on how to create and manage groups, manage group settings, assign users to groups, use control areas, and display group information in your email templates.
Adding a New Group
To add a group, go to Manage > Administration > Users & Groups > Manage Groups and click Add New Group.
A pop-up will appear where you can enter the group's internal name and code, and select the group active status. When finished, click Save:
Your new group will now appear in the list of all available groups which are displayed as collapsible accordions.
On this page 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.
Inside each Group section there are three areas, as follows:
- Group Information
- Group Settings
- Welcome Letter Template
In the Group Information section you can perform the following actions:
- Upload or update the Group's logo
- Edit the internal 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.
Additionally, you may edit the group’s display name (different from the internal set in Group Information), select the default lead status, live status, and the website address:
As can be seen in the above image, different emails addresses and sender names can be specified for different types of email notifications originating from the 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.
Tip: 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.
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’re setting up a new group, and another group exists which uses similar settings, you can speed up the configuration of the new group by simply copying the settings from the existing group into the new 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. Then select whether to copy only the logo, the settings (or both) and click Copy:
After that, the settings will appear in your current group’s settings and you can edit them further if needed.
Enabling Groupwide and Systemwide Permissions
The Advanced or Admin users can be assigned with Groupwide or Systemwide permissions which enable them to access all leads, merchants, tickets, and portfolio activity alerts in the Group that they belong to (Groupwide permission), or across the entire system (Systemwide permission).
The Groupwide or Systemwide permissions cannot be assigned to basic users.
Typically, users that are Sales Managers or Support/Customer Service are assigned with Groupwide access for one or more areas (Leads, Merchants, Helpdesk, Portfolio Activity Alerts), while the system administrators may be assigned with Systemwide permissions.
To enable a Groupwide or Systemwide permission for a specific user class, go to Manage > Administration > Users & Groups > User Classes, and click on the Permissions button of the User Class that you wish to edit:
On the page which opens up next, you will find a list of all the available features organized in sections:
The Groupwide and Systemwide permissions are available in the following feature sections:
- My Leads
- Merchant Info
- Portfolio Activity Monitoring
To assign a Groupwide or a Systemwide permission to and Advanced or Admin user, expand the section for which you wish to grant the new permission, and then select the option in the Groupwide or the Systemwide row for the appropriate user.
Here is an example showing the Groupwide and Systemwide permissions for the My Leads feature group:
Assigning Users To Group(s)
As the final step in your group configuration process, you will need to assign appropriate users to the new group.
Navigate to Manage > User Accounts, click on the user account you wish to edit, and on the user settings page which opens, add the groups that the user should be assigned to (and if needed remove any previously assigned groups):
Tip: Leads and merchants have a Group setting on them. You can mass-update the Group on leads by going to My Leads, doing a search, and clicking Manage Leads within the results.
Groups within the CRM are one of the ways that you control who can see what information on your site.
Below is a list of items that are controlled based on the user’s Group:
Controlled by Groups:
- Lead Email Templates
- E-Sign Documents
- Merchant Welcome Letter
- Lead Sources
- Lead Campaigns
- Lead Pricing Templates
- Document Labels
- Proposal Generator Templates (also by user class or user)
Here is a list of what is not controlled by the Group:
Not controlled by Groups:
- Helpdesk ticket types (instead controlled by user class; tickets use the merchant’s group)
- Home tabs (instead controlled by user class)
- General user access (based on user class permissions, which can be set to "Groupwide" access)
Your group settings can be incorporated into your email templates by inserting the group placeholders in the email body.
For more information on how to create and manage your email templates (and how to insert placeholders into templates), please see our article on Email Templates.
To insert your Group placeholders into the template, look for the group fields under the Group Settings section 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 the CRM.|
|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.|