Telephone Note, Message and Email Functionality
Overview
The following should act as an overview of the telephone notes, messaging and email functionality on Mantle.
Telephone Notes
Within the main member record you can record telephone notes. This will create a history of all notes recorded.
Once you have populated the necessary information, click “Create Telenote” to add this to the record.
After creating you can delete or edit as needed. Click “Close” when you are finished with the message.
The telephone note is now stored on the record. Workflow tasks are also available for telephone enquiries to reflect this within the casework statistics and can be logged independently of the telephone note.
Messages/Emails
Within the main member record you can record notes and send messages or emails. This will create a history of all entries recorded.
Notes
To create a note only on the record, enter the details within the subject and message boxes only and click “Create Note”.
Messages
This functionality operates in the same way as the Notes above however to send the message to the member you also need to tick the “Show to Member” option box.
If you wish to create a message that needs to be peer reviewed before it is issued to the member you should draft the message as above but do not tick the “Show to Member” option box and save the note. This can then be reviewed before the “Show to Member” option box is selected to issue the message to the member.
Any message you create will then be sent to the member via the My Pocket Pension app. Members can also respond to/send messages to Mantle via the My Pocket Pension app and when received they will be displayed within this table. New messages received from a member will be displayed on the Administration Dashboard screen and will look the following in a member record.
To view the message click onto it and then click “Mark as Read” to clear the message from the Dashboard and update the Status of the message from NEW! to read. You should then action accordingly per administrative procedure (respond and/or set up an appropriate workflow).
Emails
Within the messages table, click to add a new message and then select Draft Email.
You will now be presented with the following screen to draft an email.
From here, you can enter the recipient email address, enter the body of the email within the first text box and this will preview in the second box below. If you wish to add an attachment to the email, click on the drop-down box “Select document and then click Add to attach….” This will present a list of all documents already stored on the member record for you to choose from (you cannot attach a document stored out with Mantle). The click “Add” and once fully completed click “Draft Email”.
This will now display in the messages for peer review as a DRAFT document and as a two-step approval on the documents (the two-step approval for the document will now also show on the Administration Dashboard screen).
Clicking into the draft email again will display the following screen for editing if a change is required or for review/approval before the email is issued.
When the peer reviewer clicks on “Approve and Send Email”, they will be prompted to confirm their action.
The messages table will refresh to show the Status as sent.
The email itself can be viewed but can no longer be edited. A date and timestamp has now been added as well.
An example of the email received is shown below.
