TABLE OF CONTENTS

• Overview
• Create Communications
  • View or Create New Communications
    • View Existing Communications
    • Create a New Communication
  • Create the Recipient List
• Manage Permit Holder Communications
  • Adjust Communication Scheduling
  • View Communication Status
    • Processed
    • Scheduled
    • Drafts
    • Awaiting Approval

Overview

The Permit Holder Communications tool allows you to create recipient lists and schedule permit communications. You will select the communication type (e.g., email or letter), create a recipient list,  preview the communication, then approve and schedule the message.

The Permit Holder Communications tool offers a streamlined process that:

• makes it easier to preview communications before sending

• provides you with a greater ability to schedule communications with fewer errors

Create Communications

Creating communications requires a multi-step process:

1. Submit communication template request to your Client Success representative or create a Support Ticket

2. Review, approve, and schedule the communication

View or Create New Communications

Note: Your permissions determine which of these specific pages display for you.

• View

  • Processed

  • Scheduled

  • Awaiting Approval

    • If you do not have the “Approver” permission, you will only be able to view the list of communications awaiting approval. You will not be able to interact with these communications.

• Approve

  • Processed

  • Scheduled

  • Awaiting Approval 

    • If you have the “Approver” permission, you will be able to interact with any communications that are awaiting approval.

• Manage

  • Processed

  • Scheduled

  • Awaiting Approval

  • Drafts

  • + Create Communication button

View Existing Communications

Note: Your permissions determine which of these specific pages display for you.

1. Select Permits > Permit Holder Communications

2. View all communications in the following states:

   1. Processed

      1. In Progress

      2. Successful

      3. Failed

      4. Cancelled

   2. Scheduled

   3. Drafts

      1. All

      2. Requires Update

   4. Awaiting Approval

Create a New Communication

Note: Your permissions determine which of these specific pages display for you

1. Select Permits > Permit Holder Communications

2. Select + Create Communication

3. Enter the Name of Communication

4. Select the communication type (e.g., email or letter)

   1. For a Letter Communication:

      • Select the desired Body Template

      • Enter the Return Mailing Address

   2. For an Email Communication:

      • Select the desired Subject Template

      • Select the desired Body Template

5. Select Submit

Create the Recipient List

Note: Your permissions determine which of these specific pages display for you.

Note: You can only create the Recipient List from the Drafts page.

On the List Builder page, you can view your communication details, including:

• Template that has been selected

• Audit log

• Preview the template for a specific recipient 

1. To build the list of permit holders, you can either perform a search or upload a CSV file of permit IDs

   • You can search by any of the following fields: 

     • Permit Type

     • Permit Status

     • Permission

     • Cycle

     • Auto Renew Enabled

     • End Date

     • Has Email

     • Is Linked

2. After you build your criteria, select Build List

3. Confirm that the recipient list looks correct, then select Send for Approval. 

   1. If the results are incorrect, select Rebuild List 

Manage Permit Holder Communications

Work with your Client Success representative or create a Support Ticket if you need to edit the subject line or text of any communication.

Adjust Communication Scheduling

Note: Your permissions determine which of these specific pages display for you.

1. Go to Permits > Permit Holder Communications

2. Select the Awaiting Approval tab

3. Select the communication you wish to review

4. Review recipient list

5. Preview the communication by selecting a recipient

6. If the communication is accurate, select “Approve and Schedule”

   1. Then, select the Send Date

7. If the communication is not accurate, select “Reject”, include a Reason, then follow up with your Client Success representative

View Communication Status

Each communication exists in one of four statuses:

• Processed

• Scheduled

• Drafts

• Awaiting Approval

Processed

This tab displays all communications that have been sent out or are still in progress. 

You can view:

• Number of communications sent out

• Dates the communication was created and sent

• Who created each communication

• Status of that communication (e.g., Success, Failed, Cancelled)

You can filter the page by these fields:

• All Communication

• In Progress

• Successful

• Failed

• Cancelled

• Note: Since these communications have already been attempted, no edits can be made to the scheduling or communication record itself. 

When you select a communication record, you will be able to view:

• Recipient list 

  • Note: You can export this list, if desired 

• Scheduled communications details

• Audit Log

  • Note: You can download the full audit log, if desired   

Scheduled

This tab displays communications that have been scheduled. The only action you can take is to cancel a communication. 

You can view:

• The date the communication was created

• The date it was scheduled for

• The number of recipients scheduled to receive that communication

When you select a scheduled communication, you will be able to view:

• Communication details

• Date and time that communication is scheduled to be sent

• Number of recipients who will receive the communication

Note: Select Cancel Communications if you need to adjust the recipient total, scheduled date, or any other details.

Drafts

This tab displays any communication that has been created but has not yet been sent for approval (or has been rejected during approval).

Any communication that has been sent for approval and then is rejected during that approval will be placed back into the Drafts section and updated with a “Requires Approval” status.

You can filter based on All Drafts or just those with a status of Requires Update.

You can view:

• The date when the communication was created

• Who created the communication

• The number of recipients currently attached to that communication

• The status

If you select a communication that is still in Drafts, you will see the same information as the other screens, but you will be able to edit the recipient list.

• After you review and revise the recipient list, select Send for Approval 

Note: You cannot edit the email text. If you need to make a change to the text, you will need to delete the communication then create a new one.

Awaiting Approval

This page displays any communications that have been submitted for approval. 

You can view:

• When the communication was created

• Who created the communication

Use the […] Actions button to cancel the communication. 

• To take other actions, select the communication to view: 

  • Communication details

  • Which template was used

  • Recipient list

To make changes, select Reject, then enter a Rejection Reason 

• This reason will be used in the Audit Log

  • Note: After a communication has been rejected, its status will update to “Requires Approval” and it will be placed back into the Drafts section.

Select Approve and Schedule, then select a Date to Send. 

Note: When scheduling Letter communications, be aware that Letters will be sent via First Class Mail and will usually arrive within 5 days from the selected date. Delivery dates are estimates, not guarantees.