Call Reason Types: Admin

This article outlines how to customize and manage the reasons for cancellations, lost sales, and reschedules within Zr Ware®.

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Article Index

1. Accessing Call Reason Types
2. Editing Existing Call Reasons
3. Adding a New Call Reason Type
4. Important Notes

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1. Accessing Call Reason Types

You can find this administration page at: Admin > Call Reason Types

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2. Editing Existing Call Reasons

To modify an existing call reason:

1. Click on the Reason you wish to edit from the list.
2. Note: You cannot rename existing call reasons. If a name change is required, you must create a new reason and then deactivate the old one (see "Deactivating Reasons" in Section 4.1).

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3. Adding a New Call Reason Type

To add a new reason for tracking cancellations, lost sales, or reschedules:

1. Click the "Add" button located at the top of the page.
2. Complete the following fields:
   
   • Reason: Enter the descriptive text for the new reason (e.g., "Customer found cheaper competitor," "Scheduling conflict").
   • Call Type: Select the category for this reason:
     • Lost Sale
     • Cancel
     • Reschedule
   • Active (Checkbox): Ensure this box is checked to make the reason available for users. Uncheck to deactivate a reason.
   • Send Follow-up Email (Checkbox): Check this box if you want a marketing automation email to be sent when this reason is selected.
     • For Cancel and Lost Sale Call Types, these follow-up emails are sent via Campaign Monitor.
     • Please double check with your contact who helps you set up Campaign Monitor templates to make sure this marketing automation is set up on Campaign Monitor's side. Here is an example of a segment created in Campaign Monitor to create a list for a Cancellation Automation.
       
     • 'Cancellation Follow Up' and 'Lost Sale Follow Up' are the custom fields Zr Ware sends over with the client to Campaign Monitor. 
     • The Reschedule Call Type will not send a follow-up email, even if this option is checked.
   • Call Back In Days (for Lost Sale and Cancellation Reasons Only): This additional option appears only when Lost Sale or Cancellation is selected as the Call Type. Enter a number of days to automatically schedule a callback for the customer when this reason is used. This callback will appear in Dashboard > Callbacks.
3. Click "Save".

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4. Important Notes

4.1. Renaming and Deactivating Reasons

• Existing call reasons cannot be renamed directly.
• To effectively "rename" a reason, create a new reason with the desired name and then deactivate the old reason by unchecking its "Active" checkbox.

4.2. User Visibility of New Reasons

• For Zr Ware® users to see newly added or edited reasons, they must refresh their browser page. This ensures they are loading the latest configuration.