Actions

Communications Centre: Difference between revisions

From Standout Property Manager Wiki Help

(Standout Communications Centre, inbound feeds and Meta documentation)
 
imported>Standout documentation update
(Update Standout help for Sales Progression 2.0 and retain recent Communications Centre, portal, Customer Portal and Reports Centre documentation through 6 September 2026)
 
(One intermediate revision by the same user not shown)
Line 1: Line 1:
__NOTOC__
= Communications Centre =
= Communications Centre =


The '''Communications Centre''' is Standout's staff-facing inbox for inbound customer communication. It brings together:
The Communications Centre is Standout's central inbox for customer and prospect communications. It brings portal enquiries, website enquiries and Customer Portal conversations into one workflow so staff can see who contacted the agency, the property involved, who owns the enquiry and what has happened next.


* property-portal enquiries from '''Rightmove''', '''Zoopla''', '''OnTheMarket''' and '''Homeflow''';
== What appears in the Communications Centre ==
* enquiries submitted by the agency's own website through the Standout Website Enquiry API; and
* '''Customer Portal conversations'''.


This means staff do not have to monitor a separate Customer Portal inbox and separate portal-lead screens. New work is presented in one queue and can be searched, filtered, assigned and actioned from the same place.
{| class="wikitable"
 
! Source !! How it arrives
For configuration, see [[Inbound Enquiries]] and [[Feeds and Portals]].
 
== Open the Communications Centre ==
Use '''Communications Centre''' from the main Standout navigation.
 
The top of the screen summarises:
 
* '''New / unread''' - new portal/website enquiries plus unread Customer Portal conversations;
* '''Assigned, not actioned''' - enquiries that have been given to a member of staff but have not yet had a first action recorded;
* '''Awaiting customer''' - enquiries where the next action is with the customer; and
* '''Received today''' - communications received today.
 
== Search and filters ==
Use the search box to find a communication by customer name, property, email, telephone, property reference or message text.
 
The list can also be filtered by:
 
* '''Status''';
* '''Branch''';
* '''Source''', including Customer Portal;
* '''Assigned to''', including unassigned enquiries.
 
By default, closed and not-proceeding enquiries are not shown.
 
== Sources shown in the inbox ==
{| class="wikitable" style="width:100%"
! Source
! What appears in Communications Centre
|-
|-
| Rightmove
| Rightmove || Scheduled RTDF import
| Leads received from the configured Rightmove branch connection.
|-
|-
| Zoopla
| OnTheMarket || Scheduled RTDF import
| Leads received from the configured Zoopla Leads API connection.
|-
|-
| OnTheMarket
| Zoopla || Leads API import when the shared Zoopla credentials are enabled
| Leads received from the configured OnTheMarket connection.
|-
|-
| Homeflow
| Homeflow || Secure push callback
| Leads pushed to the secure Standout callback URL supplied for that branch.
|-
|-
| Website
| Agency website || [[Website Enquiry API]]
| Contact forms, viewing requests, valuation requests and other enquiries sent by the agency website through the Website Enquiry API.
|-
|-
| Customer Portal
| Customer Portal || Portal conversation/messages
| Message threads sent between an existing Standout contact and the agency through Customer Portal.
|}
|}


== Handling a portal or website enquiry ==
The inbox can be searched and filtered by status, branch, source and assignee. Summary cards highlight new/unread communications, assigned items that still need action, items awaiting the customer and communications received today.
Open the enquiry from the list.
 
== Opening a communication ==
 
The enquiry screen brings together the original lead, customer/contact details, property, assignment, workflow status and the conversation history.
 
The conversation timeline can include:
 
* the original portal or website enquiry;
* emails sent from Standout;
* staff actions and notes;
* Customer Portal messages;
* Customer Portal attachments;
* merge/audit events where duplicate communications were combined.


The enquiry screen brings together the customer details, original message, property, source, portal qualification/details, assignment, workflow status and activity history.
This is intended to make the communication channel secondary: staff should be able to concentrate on the person and property rather than remembering whether the conversation began on a portal, website or Customer Portal.


A useful routine is:
== Email customer ==


# Check the customer name, telephone and email.
Use '''Email customer''' to compose the reply inside Standout. The editor opens as a full-page overlay using Standout's normal rich-text email editor.
# Check the property and property reference.
# Read the original message and any portal-specific details.
# Check whether Standout has already matched the enquiry to an existing Contact.
# Assign the enquiry if another member of staff is responsible for it.
# Contact the customer and record an appropriate workflow status.
# Link an existing Contact or create an applicant if required.
# Continue into the normal viewing, valuation, applicant or property workflow.


=== Existing Contact matching ===
When an email is sent successfully:
Standout attempts to match an inbound enquiry to an existing active Contact using the supplied email address and telephone number.


The list can show:
* the subject and message are recorded against the Communications Centre activity;
* the enquiry is marked as contacted where appropriate;
* first-response information is recorded;
* if the enquiry is linked to an existing CRM contact, the email is also written to that contact's normal '''Communications''' history.


* '''Existing contact''' - an unambiguous match was found; or
This avoids opening the user's local Outlook/mail application and gives the agency a usable audit trail.
* '''Match needs review''' - more than one possible match exists or the match is not safe to choose automatically.


If no Contact is linked, the enquiry screen can show possible Contacts for staff to review.
== Contact matching and CRM actions ==


Do not create a new Contact simply because the enquiry is new. Search/link the existing Contact where appropriate so notes, requirements, viewings and Customer Portal activity remain together.
Standout tries to match an enquiry to an existing contact using reliable information such as email address and telephone number. Where the match is clear, the enquiry can be linked automatically.


=== Create applicant ===
The enquiry screen now shows why a contact is believed to match and a confidence indicator. It can also show alternative likely CRM contacts where the same email/telephone information is shared.
If no Contact is linked, use '''Create applicant'''. Standout carries as much useful information as possible from the enquiry into the new Contact form, including names, email, telephone, company/qualification details where supplied, property-to-sell information and the assigned negotiator.


The original source, property reference, received time, message and available portal qualification details are carried into the staff notes so the enquiry remains traceable.
Staff can:


'''Important address rule:''' an address or postcode supplied by a property portal normally describes the '''property being enquired about'''. Standout therefore does not treat generic portal address/postcode fields as the applicant's home address. Applicant/contact/current/home/residential address fields are copied only when the source explicitly identifies them as the customer's address.
* search all CRM contacts and link the correct person manually;
* use '''Use this contact instead''' when an alternative match is more appropriate;
* unlink an incorrect contact without deleting the CRM record;
* create a new contact directly from the enquiry;
* add a missing Purchaser, Tenant, Vendor or Landlord role without removing roles the contact already has.


=== Property and branch routing ===
Do not create a duplicate CRM contact simply because an existing person is acting in a new role.
Where possible Standout links the enquiry to the correct property. Website integrations can supply Standout's internal property ID or the agent's property reference.


Branch selection follows the configured source/connection and the matched property. Where a property has an active managing negotiator, Standout can automatically assign the enquiry to that member of staff.
== Property matching ==


== Enquiry statuses ==
Where the portal/website supplies a property reference, Standout attempts to link the enquiry to the relevant property. The property match can be corrected by staff using the exact property reference or Property ID, or removed if the source information was wrong.
The available workflow statuses are:


* '''New'''
Changing the linked property does not alter the original source payload; the original enquiry remains available for audit.
* '''Assigned'''
* '''Contacted'''
* '''Awaiting customer'''
* '''Viewing booked'''
* '''Valuation booked'''
* '''Qualified'''
* '''Not proceeding'''
* '''Closed'''


Moving an enquiry into an actioned status records the first response where applicable. The enquiry screen also shows how long a new/assigned enquiry has been waiting.
== Create the next CRM action ==


Use the status to describe the real state of the enquiry, not merely to make the queue look tidy.
For a linked contact/property, the Communications Centre can move straight into the normal Standout workflow.


== Recommended next actions ==
Depending on the enquiry, actions can include:
Depending on the enquiry, Standout can offer direct actions such as:


* create/open applicant;
* '''Book viewing''' – continue into the normal diary/viewing workflow with the customer and property already known;
* email the customer;
* '''Book valuation''' – continue into the valuation diary workflow; where needed the property record is created first;
* call the customer;
* '''Add match requirements from this enquiry''' – create a new applicant requirement set prefilled from the enquired property;
* book a viewing once a Contact and property are linked;
* add the appropriate buyer/tenant property interest or vendor/landlord ownership relationship.
* open the property.


The activity history records receipt, automatic matching/assignment and later staff workflow changes.
When creating match requirements from the enquiry, Standout can prefill sale/rental context, property type/style, bedrooms, price, postcode/area and coordinates from the property. Review the values before saving. Existing requirements are not overwritten.


== Customer Portal conversations ==
== Customer Portal replies ==
Customer Portal messages are part of the same Communications Centre.


A Customer Portal row is different from a portal lead because the sender is already an authenticated Standout Contact. The row is therefore shown as an existing-contact conversation rather than a new applicant lead.
If the linked customer has a Customer Portal conversation, staff can reply through the Customer Portal directly from the enquiry screen, including supported attachments. The reply remains part of the unified conversation and uses the normal customer communications history.


When a member of staff opens the conversation:
See [[Customer Portal]] and [[Using the Customer Portal]].


* unread customer messages are marked as read;
== Possible duplicate communications ==
* the complete conversation is shown in chronological order;
* messages show the customer or staff sender and time;
* a property is shown where the message was linked to one; and
* staff can reply directly from the conversation.


A staff reply can be a general message or can be linked to one of the customer's properties.
Standout checks recent communications for likely duplicates using signals such as:


=== What happens when a customer sends a message ===
* the same CRM contact;
# The message is saved in the Customer Portal conversation history.
* the same email address or telephone number;
# It appears as unread in the Communications Centre.
* the same property;
# The message is also recorded against the Contact's communications/history where available.
* the same customer name/source;
# Standout sends a notification email to the relevant branch email address.
* how close together the communications were received.
# The notification email clearly says '''Do not reply to this email'''.
# The email contains '''Reply in Standout Property Manager''', which opens that customer's conversation in the Communications Centre.


Staff should reply in Standout, not by replying to the notification email. An email reply would not be added to the Customer Portal conversation.
Likely duplicates are shown with a score and the reasons for the suggestion. Staff can merge a duplicate into the communication they want to keep.


=== What happens when staff reply ===
Merging is deliberately non-destructive: the duplicate is closed and linked to the retained communication, but the original source record is not deleted. Both records receive an audit entry.
# The reply is stored in the same Customer Portal conversation.
# The customer sees it in Customer Portal.
# Standout records the communication against the Contact where available.
# If the Contact has an email address, Standout sends an email notification telling the customer that a new Customer Portal message is waiting.


If the Customer Portal reply is saved but the notification email fails, Standout keeps the portal message and reports that the email notification could not be sent.
== Workflow status ==


== Customer Portal submissions screen ==
Use the enquiry status to reflect what staff are waiting for. Typical states include New, Assigned, Contacted, Awaiting customer and Closed. Assignment and status should be kept current so the Communications Centre summary and usage reporting remain meaningful.
The Contact still has:


'''Contact → More actions → Customer Portal submissions'''
== Good practice ==


This is used for onboarding/buyer-ready data, secure uploads, AML history, portal appointment requests and other customer submissions. The page also shows the Customer Portal conversation and includes '''Open in Communications Centre'''.
* Link the correct contact and property before carrying out substantial follow-up.
* Use the internal email/Customer Portal reply tools so communication is retained in Standout.
* Correct weak or wrong automatic matches rather than creating duplicate records.
* Merge genuine duplicate communications instead of deleting them.
* Convert genuine viewing/valuation enquiries into normal diary activity rather than leaving the request only as a note.


Use Communications Centre for day-to-day messaging; use Customer Portal submissions when reviewing the wider information/documents the customer has submitted.
See also: [[Inbound Enquiries]] · [[Website Enquiry API]] · [[Communications Centre Usage]]


== Good working practice ==
[[Category:Communications Centre]]
* Treat '''New / unread''' as work waiting for a response.
[[Category:Everyday tools]]
* Link existing Contacts rather than creating duplicates.
* Keep assignment and status current so colleagues can see who owns the next action.
* Record viewing/valuation outcomes in the normal Standout workflow after the enquiry has been qualified.
* Reply to Customer Portal messages from Standout, never from the branch notification email.
* Close or mark not proceeding only when that genuinely describes the outcome.


== Related guides ==
* [[Inbound Enquiries]]
* [[Feeds and Portals]]
* [[Website Enquiry API]]
* [[Customer Portal]]
* [[Using the Customer Portal]]
* [[Registering a New Applicant]]
* [[Booking and Managing Viewings]]

Latest revision as of 08:45, 6 September 2026

Communications Centre

The Communications Centre is Standout's central inbox for customer and prospect communications. It brings portal enquiries, website enquiries and Customer Portal conversations into one workflow so staff can see who contacted the agency, the property involved, who owns the enquiry and what has happened next.

What appears in the Communications Centre

Source How it arrives
Rightmove Scheduled RTDF import
OnTheMarket Scheduled RTDF import
Zoopla Leads API import when the shared Zoopla credentials are enabled
Homeflow Secure push callback
Agency website Website Enquiry API
Customer Portal Portal conversation/messages

The inbox can be searched and filtered by status, branch, source and assignee. Summary cards highlight new/unread communications, assigned items that still need action, items awaiting the customer and communications received today.

Opening a communication

The enquiry screen brings together the original lead, customer/contact details, property, assignment, workflow status and the conversation history.

The conversation timeline can include:

  • the original portal or website enquiry;
  • emails sent from Standout;
  • staff actions and notes;
  • Customer Portal messages;
  • Customer Portal attachments;
  • merge/audit events where duplicate communications were combined.

This is intended to make the communication channel secondary: staff should be able to concentrate on the person and property rather than remembering whether the conversation began on a portal, website or Customer Portal.

Email customer

Use Email customer to compose the reply inside Standout. The editor opens as a full-page overlay using Standout's normal rich-text email editor.

When an email is sent successfully:

  • the subject and message are recorded against the Communications Centre activity;
  • the enquiry is marked as contacted where appropriate;
  • first-response information is recorded;
  • if the enquiry is linked to an existing CRM contact, the email is also written to that contact's normal Communications history.

This avoids opening the user's local Outlook/mail application and gives the agency a usable audit trail.

Contact matching and CRM actions

Standout tries to match an enquiry to an existing contact using reliable information such as email address and telephone number. Where the match is clear, the enquiry can be linked automatically.

The enquiry screen now shows why a contact is believed to match and a confidence indicator. It can also show alternative likely CRM contacts where the same email/telephone information is shared.

Staff can:

  • search all CRM contacts and link the correct person manually;
  • use Use this contact instead when an alternative match is more appropriate;
  • unlink an incorrect contact without deleting the CRM record;
  • create a new contact directly from the enquiry;
  • add a missing Purchaser, Tenant, Vendor or Landlord role without removing roles the contact already has.

Do not create a duplicate CRM contact simply because an existing person is acting in a new role.

Property matching

Where the portal/website supplies a property reference, Standout attempts to link the enquiry to the relevant property. The property match can be corrected by staff using the exact property reference or Property ID, or removed if the source information was wrong.

Changing the linked property does not alter the original source payload; the original enquiry remains available for audit.

Create the next CRM action

For a linked contact/property, the Communications Centre can move straight into the normal Standout workflow.

Depending on the enquiry, actions can include:

  • Book viewing – continue into the normal diary/viewing workflow with the customer and property already known;
  • Book valuation – continue into the valuation diary workflow; where needed the property record is created first;
  • Add match requirements from this enquiry – create a new applicant requirement set prefilled from the enquired property;
  • add the appropriate buyer/tenant property interest or vendor/landlord ownership relationship.

When creating match requirements from the enquiry, Standout can prefill sale/rental context, property type/style, bedrooms, price, postcode/area and coordinates from the property. Review the values before saving. Existing requirements are not overwritten.

Customer Portal replies

If the linked customer has a Customer Portal conversation, staff can reply through the Customer Portal directly from the enquiry screen, including supported attachments. The reply remains part of the unified conversation and uses the normal customer communications history.

See Customer Portal and Using the Customer Portal.

Possible duplicate communications

Standout checks recent communications for likely duplicates using signals such as:

  • the same CRM contact;
  • the same email address or telephone number;
  • the same property;
  • the same customer name/source;
  • how close together the communications were received.

Likely duplicates are shown with a score and the reasons for the suggestion. Staff can merge a duplicate into the communication they want to keep.

Merging is deliberately non-destructive: the duplicate is closed and linked to the retained communication, but the original source record is not deleted. Both records receive an audit entry.

Workflow status

Use the enquiry status to reflect what staff are waiting for. Typical states include New, Assigned, Contacted, Awaiting customer and Closed. Assignment and status should be kept current so the Communications Centre summary and usage reporting remain meaningful.

Good practice

  • Link the correct contact and property before carrying out substantial follow-up.
  • Use the internal email/Customer Portal reply tools so communication is retained in Standout.
  • Correct weak or wrong automatic matches rather than creating duplicate records.
  • Merge genuine duplicate communications instead of deleting them.
  • Convert genuine viewing/valuation enquiries into normal diary activity rather than leaving the request only as a note.

See also: Inbound Enquiries · Website Enquiry API · Communications Centre Usage

Retrieved from "https://standout-wiki.issl.co.uk/index.php?title=Communications_Centre&oldid=739"