Overview

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The purpose of the Correspondence Register tool is to make it quick and easy to document any type of client correspondence, which can be referred back to, at any point and by anyone with access to that client.

It will act as a quick reference guide that can be accessed by the staff members in your practice who are in charge of completing the client work, so that they can see all types of communications, current and past, between the practice and the client.

Before you dive into the detail, a short video is a much easier way to get a quick understanding of how the register works. Then, dive into the details below to get all the info on how to build and maintain your own register.

 

 

The Correspondence Register List Page

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Area		Description
1	Create a new correspondence entry	Click on the sign this to add a new correspondence.
2	Filter by, View Select, Three-dot menu (More Actions)	These are part of the Shared Elements across AccountKit. Use the first two icons to: Apply specific filters for customised list views Switch between previously saved views         Click on the three-dot menu (More Actions) to export the current list to Excel.
3	The list...	This is a snapshot of all Correspondence records within your practice. Checkbox - Enables you to select multiple records to delete, archive or unarchive. Type - This is the type of correspondence for that record. Status - Highlights current status of record, when relevant.  Contact - Related to a particular record. Client - Identifies the client associated to each record. Summary - Shows a short description. Date - Displays the date the record was created.
4	Three-dot Menu (More Actions)	Three-dot Menu (More Actions) - appears on mouseover at the end of the row. Use it to Archive or Delete a record.

 

General Variables & Input Fields

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Below is the fixed list of correspondence types available to create a new entry in your register.

• Phone Message
• Phone Call Summary
• File Note
• Drop In
• Meeting
• Email
• SMS
• Mail

 

Each correspondence type will have its own associated input fields, relevant to each content. 

For the example below, we'll use the Phone Message entry.

 

Area		Description
1	Message Type	Displays the type of correspondence for that entry.
2	Date & Time	Here you record the date and time of the interaction with the client. It will default to the current date and time, but it can be changed. Simply click on it and type in the new date and time, or you can also use the calendar icon to select a date. This is the same for each Correspondence Type.
3	From	This field is where you enter the name of the person who's left the message. It can either be a contact within your client and affiliates list, or you can type in a new name, if they don’t exist within your list – i.e. John Smith or Bank manager for a client.
4	With regards to	This field represents the client entity this entry will be saved against. Start typing to filter for applicable clients within your client list. If you leave this field blank, the message will be defined as an [INTERNAL] message, not attributed to any specific client.
5	For	Here you select a member of your team to attribute the message and potential action to – such as to return a phone call.
6	Action required	Identifies if any and what actions are required (dependent on correspondence type): Client will call back No action required Please call Please call (URGENT)
7	On	This is the phone number that the client should be called back on. This will auto-populate with a short list of numbers associated to the contact, if any.
8	About / Summary	Here you can summarise what that phone message or phone call summary is in relation to. This is the same for each Correspondence Type.
9	Detailed Notes	This is a free text area where you can document further detail relating to the contact made, such as a message left by the client, a file note for referring back to later or a phone message for another team member to view, before returning a call. This is the same for each Correspondence Type.   Note that you can insert "Text Templates" from your template list utilising the icon. A text template can be as simple as a paragraph, or a full meeting agenda.
10	Notification - internal to the recipient of the message, for their action or information.	From here you select how you want the selected team member (added in item 5) to be notified. There are 4 ways to notify a team member: In-app (the notification will appear on their AccountKit account) Email Slack  Teams You can also re-notify users at any time, by clicking on the megaphone icon next to a name.
11	Notification - internal to other users, just for their reference.	This is where you select additional users to be notified, if you want them to be aware of the correspondence. You can notify the team in the same ways as step 10. This is the same for each Correspondence Type.
12	Shared Tool Bar	The Shared Tool Bar is also part of the Shared Elements across AccountKit. Workflow - Add the record to an existing or new Workflow in AccountKit, using Tasks and/or linking them.  Link documents - Using your DMS (Document Management System), link and access documents for that particular register. only available once a DMS has been connected. See here for more details Tag - Add a Tag to the record so it can be easily included in Reports, Workflow and anything else with a Tag.  Export - to a PDF file. History - Review changes made to this entry, including time, user and elements updated.

 

Before you Start

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Practice Settings

So you can get things set up with how you work from the outset, your practice administrator should head into your AccountKit Practice Settings and setup the defaults.

• Review the Template Text options to customise your available templates.
  Practice Settings -> Tool Settings -> Global Lists
  
  • Tags - these are the tags you can categorise text templates under. 
  • Text Templates - these are where you can create new text templates utilising placeholders and the like.
  • See here for more info

 

 

        

 

• Review your practice settings to ensure the default settings are set to your liking.
  Practice Settings -> Tool Settings -> Administration -> Correspondence Register 
  Your options here are:  

• • Track incoming and outgoing mail within the same record
    • Activating this setting allows correspondence going in and out to be tracked under the same correspondence record. This would be the equivalent of seeing email correspondence in conversation mode.

• • Enable email notification to user upon SMS reply
    
    • Activating this practice setting will send a notification to specified team members when an SMS sent from AccountKit receives a reply.
    • You can choose the individuals who need to receive this from the drop down. (Multiple users can be specified).

• • Practice email signature
    • From here you can modify the practice signature which is sent with correspondence with the email integrations.
    • This is particularly relevant when emailing directly from AccountKit.

 

 

 

My Profile

Ensure your Profile is also matching your preferences, to have the best experience with the Correspondence Register tool. This includes your User Settings and Integrations.

Click on Your Name -> My Profile to open your profile card, review and update any settings. 

Manage your Email Delegation, User Signature and Integrations.

 

Email Delegation allows other users to send emails on your behalf, in the Correspondence Register.

Update and edit your User Signature.

Check and manage your Integrations, at your user level.

 

Creating a New Correspondence Record

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Select 'Create new correspondence entry' then choose the applicable type from the drop-down options. For the example below, we'll use the Phone Message entry.

 

A new window will pop up when we select the new message type.

Follow the prompts to create the new record, adding all relevant details.

On the right-hand side, choose who will be notified, and how.

Insert templates and format your message using the menu bar between the subject line and the body of the message.

At the bottom of the screen, you can access the Shared Tool Bar for more actions.