How do I change the layout of the archives I send?

Overview

Some archive providers give you flexibility in how archives are displayed. MyRepChat gives you flexibility into what is sent and how your archives are displayed once it reaches your archive provider. Start with one of the default layouts and modify the layout fields using the merge tags below. Give it a name and then use that layout when you create your schedule for your Archive Provider.

Configuring Layouts

Most users can use one of the Default Layouts as is and won't need to make any changes. Simply choose one of the default layouts from the dropdown in your schedule. These defaults are not editable (fields and Save button are grayed out) and will always be the same to be able to use as examples and to copy from.

• Default HTML Archive Layout - does an archive per Contact per Account rollup and sends it in HTML format, meaning it will embed images into the body of the message, if possible. 

• Default Text Archive Layout - does an archive per Period per Account rollup and sends it in a TEXT format where any MMS messages are only attached and the attachment is referenced in the body of the message.

If you would like to customize the layout, we recommend you copy one of the defaults and modify the layout fields as needed. To do that click 'Copy' on one of the defaults that most closely appears the way you want, change the name of the layout and edit the layout fields as desired. See below for the possible layout fields and the 'merge tags' you can embed into the fields. Once you've made your edits, click 'Save'. Then go to your schedule and pick your new layout from the dropdown and 'Save' the schedule. You can then click 'Test' to get a test message sent to your Archiver. 

Layout Fields

Layout fields indicate where in the archive your message data appears. Where each field appears depends on your Archive provider.

The Layout Format 

• Format - Whether the layout is in 'Text' or 'HTML' format. HTML allows for greater control of how the archive is displayed.
• Rollup - What makes up each archive. Choices are:
  • 'Per Contact' where a conversation between each Account and Contact get their own archive.
  • 'Per Period' where all conversations for the period are in one archive. 
• MMS - how MMS (Multimedia Message Service) are displayed when images, videos, or documents are sent. Choices are:
  • Attached - each file is attached to the archive. Archiver Providers that support linking to the attachment will also display the content inline. Providers that don't will show a reference to the attachment by name.
  • Embedded - the media is embedded in the message. 
  • Linked - Only a link to the content will appear. This should only be used if you don't need to save the content but want to have a link to the content until MyRepChat purges it.
  • Metadata - Only the name and size of the content is sent. This should only be used if you want a reference that an MMS was sent, but don't need to view the content itself.

The layout Fields are:

• Title - the heading for each archive. In email based archive providers this will be the 'Subject' of the message.
• From - the 'sender' of the conversation. This may mean different things. Some users want the 'Contact' to always be in this field and others may want the 'Account' user. Others want the originator of the conversation to appear here (who sent the first message).
• To - usually the 'opposite' of the 'From' field. If 'From' is the Account, then 'To' would be the Contact.
• Header - any heading for each conversation. Occurs before the conversation.
• Footer - any footer for each conversation. Occurs after the conversation is over.
• Message - what each message looks like.

Merge Tags

In each layout field, you can specify 'Merge Tags' which allows you to specify what data appear where in the message. There are a bunch of tags you can use to specify exactly what data appears in which field. Using these tags will replace the tag with the relevant data from your account or message. For example, if you're a Group Administrator and you have an Account name of 'ACME Representatives' and a conversation occurs between that Account and a Contact named 'Bob Jones', you can add a header to the conversation that reads:

• Conversation between ${account.name} and ${contact.name}

When we send the archive, this text will be replaced with:

• Conversation between ACME Representatives and Bob Jones

There are a TON of possible merge tags. Most you'll never use but are available just in case. Some of the most common tags are highlighted in blue:

Account Tags

• ${account.name}
• ${account.email}
• ${account.contact}
• ${account.address}
• ${account.city}
• ${account.state}
• ${account.zip}
• ${account.phone} - the Accounts MyRepChat number
• ${account.user.name} - the User's name who sent the message for the Account
• ${account.user.email}- the User's email who sent the message for the Account

Contact Tags

• ${contact.name} - the First and Last name of the Contact
• ${contact.email} - the contact email address (if there is no email address associated with the contact, we'll use <phonenumber>@journal.ionlake.com so email based archivers always have a 'Contact Email' address to reference.
• ${contact.firstname} - the first name of the contact
• ${contact.lastname} - the last name of the contact
• ${contact.address}
• ${contact.city}
• ${contact.state}
• ${contact.zip}
• ${contact.phone} - the messaging number of the contact.
• ${contact.sourceid} - the unique ID from the CRM for this contact

Communication Tags

Communication tags are tags that relate to the conversation. The ${communication.to.*} and ${communication.from.*} tags will correspond to either ${account.*} or ${contact.*} tags depending on who initiated the conversation or message. If a ${communication.to.*} or ${communication.from.*} tag is used in a field that refers to the entire configuration or archive, it will refer to the first communication of the period. For example, putting ${communication.from.email} in the 'From' field will result in the email of who initiated the conversation during the period.  

• ${report.range.start.date} - the start of the archive period range (defined by the Archive Schedule)
• ${report.range.end.date} - the end of the archive period range.
• ${report.range.start.datetime} - the start of the archive period range (defined by the Archive Schedule), including time
• ${report.range.start.datefull} - the ISO-8601 timestamp of the message.
• ${report.range.end.datetime} - the end of the archive period range, including time
• ${report.range.end.datefull} - the ISO-8601 timestamp of the message.
• ${communication.datetime} - the timestamp of the message.
• ${communication.datefull} - the ISO-8601 timestamp of the message.
• ${communication.time} - the time of the message
• ${communication.date} - the date of the message
• ${communication.datetime} - both date and time of the message
• ${communication.type} - the type of the message (call, sms, mms)
• ${communication.message} - the contents of the message
• ${communication.to.name}
• ${communication.to.email}
• ${communication.to.address}
• ${communication.to.city}
• ${communication.to.state}
• ${communication.to.zip}
• ${communication.to.phone}
• ${communication.from.name}
• ${communication.from.email}
• ${communication.from.address}
• ${communication.from.city}
• ${communication.from.state}
• ${communication.from.zip}
• ${communication.from.phone}

Assistant / 'On Behalf of' User Tags

Assistant tags relate to the user sending the message. The 'user' could be any login associated with the account. For 'communication' tags when its the contacts side of the conversation t will be replaced with the contact information. If the 'user' is the main account holder, it will not include 'on behalf of' or account information (to avoid duplicate information).

• ${account.user.name} - The logged in user name. 

• ${account.user.email} - The logged in user's email

• ${account.user.name.email} - The logged in user's name and email.

• ${account.user.phone.email} - The logged in user's phone and email.

• ${account.user.name.behalf} - The logged in user's name followed by 'on behalf of' and then the account name. If the 'user' is the account itself it does include 'on behalf of'.

• ${account.user.name.behalf.contact} - The logged in user's name followed by 'on behalf of' and then the account contact person. If the 'user' is the account itself it does include 'on behalf of'.

• ${account.user.email.behalf} -The logged in user's email followed by 'on behalf of' and then the account name. If the 'user' is the account itself it does include 'on behalf of'.

• ${account.user.name.email.behalf} - The logged in user's name and email followed by 'on behalf of' and then the account name. If the 'user' is the account itself it does include 'on behalf of'.

• ${account.user.phone.email.behalf} - The logged in account phone and the logged in email followed by 'on behalf of' and then the account name. If the 'user' is the account itself it does include 'on behalf of'.

• ${communication.to.user.name} - contact name if inbound, otherwise the account contact name (first last)
• ${communication.to.user.email}- contact email if inbound, otherwise the account email from the account. 

• ${communication.to.user.name.email} - If inbound message, the contact name/email, otherwise the account user's name and email.

• ${communication.to.user.phone.email} - If inbound message, the contact phone/email, otherwise the account phone and user email.

• ${communication.to.user.name.behalf} - If inbound message, the contact name, otherwise the account user's name followed by 'on behalf of' and then the account name. If the 'user' is the account itself it does include 'on behalf of'.

• ${communication.to.user.name.behalf.contact} - If inbound message, the contact name, otherwise the account user's name followed by 'on behalf of' and then the account contact person. If the 'user' is the account itself it does include 'on behalf of'.

• ${communication.to.user.email.behalf} - If inbound message, the contact name/email, otherwise the account user's email followed by 'on behalf of' and then the account name. If the 'user' is the account itself it does include 'on behalf of'.

• ${communication.to.user.name.email.behalf} - If inbound message, the contact name/email, otherwise the account user's name and email followed by 'on behalf of' and then the account name. If the 'user' is the account itself it does include 'on behalf of'.

• ${communication.to.user.phone.email.behalf} - If inbound message, the contact phone/email, otherwise the account phone and user email followed by 'on behalf of' and then the account name. If the 'user' is the account itself it does include 'on behalf of'.

• ${communication.from.user.name} - contact name if outbound, otherwise the account contact name (first last)
• ${communication.from.user.email}- contact email if outbound, otherwise the account email from the account. 

• ${communication.from.user.name.email} - If outbound message, the contact name/email, otherwise the account user's name and email.

• ${communication.from.user.phone.email} - If outbound message, the contact phone/email, otherwise the account phone and user email.

• ${communication.from.user.name.behalf} - If outbound message, the contact name, otherwise the account user's name followed by 'on behalf of' and then the account name. If the 'user' is the account itself it does include 'on behalf of'.

• ${communication.from.user.name.behalf.contact} - If outbound message, the contact name, otherwise the account user's name followed by 'on behalf of' and then the account contact person. If the 'user' is the account itself it does include 'on behalf of'.

• ${communication.from.user.email.behalf} - If outbound message, the contact name/email, otherwise the account user's email followed by 'on behalf of' and then the account name. If the 'user' is the account itself it does include 'on behalf of'.

• ${communication.from.user.name.email.behalf} - If outbound message, the contact name/email, otherwise the account user's name and email followed by 'on behalf of' and then the account name. If the 'user' is the account itself it does include 'on behalf of'.

• ${communication.from.user.phone.email.behalf} - If outbound message, the contact phone/email, otherwise the account phone and user email followed by 'on behalf of' and then the account name. If the 'user' is the account itself it does include 'on behalf of'.

Testing your Layout

Each provider is different so it makes sense that you want to test out your layout before you start sending live data. See Archive Schedule page for information on how to test.

https://ionlake.zendesk.com/hc/en-us/articles/360022319792-How-do-I-configure-the-schedule-for-when-I-send-archives-

Examples

 These examples show some possibilities of using the layout fields and merge tags to get different results. For the archive provider, I used 'Email' but most layout fields are available to be customized in your provider. Note in straight 'email' provider, the 'To' address is what is configured in the email integration. These are only a few contrived examples to show that different fields can have multiple and varied merge tags.

Name-based Title/HeaderMessage - Account email in 'From' 

 I created a layout that contains names in the header and title and the 'From' is always the Account email. The pictures are embedded and the message contains the date, the person sending the message, and the message itself.

The configuration:

The resulting email is:

Name-based Message with Phone Title/Header - Initiating email in 'From'

I created a layout that shows phone numbers in the title and header but uses names when it gets to individual messages. Notice the 'From' is the email of the person that initiated the communication. I used 'time' rather than the full date time because my schedule is for a day and there is no need to include the date for every message.

The configuration:

The resulting email (it would look similar in your email-based provider):

CSV Format

While it's not sent as a CSV file, a layout can be created to send something that can easily be imported into a spreadsheet.

The configuration:

You get the email that looks like the following that contains just raw data with a header:

Then you can easily Copy/Paste to a Spreadsheet application: