CRM Phrase Library

Note:
The Phrase Library is a feature of Standard WebMail and is not a Mailing List function. It is referenced here as it is designed to facilitate customer relationship managment.

The CRM Phrase library enables an unlimited number of user-created phrases, or short sections of text, to be stored for insertion into the body of an email.

Stored phrases can be used to ensure consistency of response in Sales and Customer Support situations and provide increased productivity by allowing speedy replies in common or repeating situations.

 
The phrases in the Phrase Library are made available in the Compose view where an email is being written or replied to, in a drop-down selector box.
 

Using Phrases

You can insert phrases from the Phrase Library while you are composing your email in Standard Webmail . Use the drop-down list to show the phrases available. If there are no Phrases in the User's Library then the Phrase selector does not show.

Internet Explorer 6 and above

Set the cursor at the insertion point, open the drop-down list, click the phrase you want to use and it will be inserted at the cursor.

Firefox, Chrome etc

The phrase is always inserted at the end of the message.

Creating Phrases for your own Use

The Phrase Library is empty to start with - you need to create your own Phrases.

In webmail, go to the Options page.
Select the Phrase Library
You will see two headings: Phrase Folders and Phrase List
The Phrase List will be empty.
The Phrase Library will show the default 'Personal Library'

Click on [Add Phrase]
In the Phrase List an entry will appear: 'Phrase Title'

Click on 'Phrase Title': The phrase edit box will open. Give your phrase a title and enter the Content. Click [Save Changes] and the Phrase will be added to your Personal Library of phrases.

Phrases are listed in alphabetical order. Phrases can be Deleted by selecting the phrase and clicking the [Delete] button.

Creating Phrases for use by others.

The Mailtraq Phrase Library system also enables Administrators to create phrases for the use of others and assign access permission on a user-by-user or All-users basis.

 

 

Method

Log-on to WebMail with Administrator privileges.

The Phrase Library is empty to start with - you need to create your own Phrases.

In webmail, go to the Options page.
Select the Phrase Library
You will see two headings: Phrase Folders and Phrase List
The Phrase List will be empty.
The Phrase Library will show the default 'Personal Library' for use by the Administrator themself, and an [Add Folder] entry point.

Enter a Folder name eg Support Phrases, and click the [Add Folder] button.
A new 'Phrase Folder' will be shown called 'Support Phrases'. Click on that folder.

The page will expand to show a section titled Permission for 'Support Phrases'.
Enter a User name - this must be the same as their Mailtraq Login name
and click [Add User] They will be added to the list of Users with access to this folder of phrases.

If you want to give that User permission to modify, delete and add phrases within that folder, then you must check that box before creating the user. User Permissions cannot be modified after creation - simply remove the User from the permissions list and re-do.

Create your Phrases:
Click on [Add Phrase]
In the Phrase List an entry will appear: 'Phrase Title'

Click on 'Phrase Title': The phrase edit box will open. Give your phrase a title and enter the Content. Click [Save Changes] and the Phrase will be added to the folder of phrases.

Phrases are listed in alphabetical order. Phrases can be Deleted by selecting the phrase and clicking the [Delete] button.

Phrases created by the Administrator are available to the listed Users even if their access to the Options page has been revoked.

Advanced Configuration

Phrase creation is accessed from the Options menu in webmail at the 'Phrase Library' link. Access to the Phrase Library is controlled from the Webmail Administrator section. The Administrator can Enable or Disable the Phrase Library feature (the default setting is 'Enabled').

If the Phrase Library feature is enabled and Users have access to the Options page, then Users will be able to create their own Phrases. Administrators can prevent Users from accessing their Phrase library by hiding the Options page. This allows Administrators to create phrases for access by Users, whilst preventing Users from modifying the phrases themselves, creating new phrases or deleting phrases.

The data is held in easy-to-edit text files stored in the Webmail folder in folders called "phrasedbs" and "phrasedbp". These files can be edited with Windows Notepad and saved whilst WebMail is operating.

The CRM Phrase system is a feature of Standard WebMail.
It is not available in EWA Webmail: there are no Console settings.

Exercise caution when deleting Users, Phrases and Folders as there is no ability to undo such actions and all content will be lost. If you make extensive use of the Phrase Library feature we strongly recommend taking regular 'back-up' copies of the "phrasedbs" and "phrasedbp" folders described above.