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Email and Text Sync
With NITRO Studio, users and staff can communication using emails and texts.
Email Sync creates a connection between an Exchange or Office 365 mailbox and a SharePoint list. Emails sent to the specified mailbox are converted to SharePoint list items. The emails can come from internal users or external customers. One use of Email Sync is that if employees are used to sending to a certain mailbox for support or other services, they can continue to do this while a new SharePoint or Office 365 application is used by staff to manage those requests, issues, inquiries, etc. Another use is with a web form where users or customers enter information; the web form then sends an email to the mailbox with the form data, where it is converted to a SharePoint list item.
▪New emails can be converted into SharePoint list items (tickets, requests, etc.).
▪Emails about an existing ticket can be linked to that ticket and become part of its Email History, making it easy to see the chain of communication. These emails need some identifier in the subject or body to know that the email is related to a specific ticket, such as [CASEID: 123] in the Subject.
Key Features of Email Sync
•Emails sent to a designated Exchange server or Office 365 mailbox are converted to list items
•Can use any Exchange or Office 365 mailbox, as long as it can be accessed
•Allows precise mapping of email fields to columns in the SharePoint list
•Multiple mailboxes can create items in the same SharePoint list
•Filters can be used to determine which emails are converted
•Filters can be used to block emails, such as spam or from certain domains
•Used in many applications to convert emails from users or customers to tickets, requests, tasks, leads, etc.
Text Sync creates a connection between a phone number (provided by Twilio during account setup) and a SharePoint list. Texts sent to the specified phone number are converted to SharePoint list items. The texts can come from internal users or external customers. Text Sync is mainly used in conjunction with Action Verbs. The way it works is that the text is parsed and words are mapped to columns in a SharePoint list. This could be mapping the Action Verb and the Ticket ID to columns in this list. A NITRO Workflow can run on that list using the "Item is Created" trigger. The Workflow reads the columns that have the Action Verb and ID in them and then runs that appropriate action (Update Item, Send Email, etc.). This process greatly automates the application for text users and gives them a wide-range of possible responses.
▪Text messages can be sent out to users and staff from the tickets via NITRO Workflows and Custom Actions.
▪Users and staff can respond by text using pre-defined "Action Verbs" that kick off a workflow, such as "APPROVE" or "CLOSE" a ticket or request. You can configure any number of Action Verbs using the Text Sync described below.
Key Features of Text Sync
•Text sent to a designated phone number are converted to list items
•Allows precise mapping of text content to columns in the SharePoint list
•Multiple phone numbers can be used to create items in SharePoint lists
•Filters can be used to determine which texts are converted
•Filters can be used to block texts, such as spam or from certain phone numbers
•Will take actions based on incoming texts by invoking NITRO Workflows
Accessing Email & Text Sync
See Accessing the Apps for more details.