Notes, Reception Messages and Office Messages in Gladstone 360
Problem
Staff need to record information on a customer's record in Gladstone 360 and choose between a note, a reception message and an office message, so the right people see it at the right time.
Resolution
Use a note for a record of what happened
- Notes are date-stamped with the user, can be edited later to add a conclusion (for example "card handed back"), and don't block entry.
- They don't pop up for reception: use a reception message if staff need to see it on arrival.
Use a reception or office message for something staff must see
- Office messages (back office to reception) and reception messages flash up when the record is opened or the member swipes, and can block barrier entry depending on the entry point profile.
- They can be added in Plus2 or 360, or created automatically by a workflow's correspondence step.
- Staff with permission can edit a message to add a date-stamped update.
Clear a message once dealt with
- Pass to contacts (listed as Pass to member in the permission list) marks the message as dealt with and turns it into a correspondence note, so history is kept.
- Delete removes it completely, so consider removing the delete permission.
- Once a DD debt is resolved, staff pass the message to clear it.
Notes
- Cancellation, freeze and other workflows can add notes automatically, and online privacy-policy acceptance is logged as a note.
- System events also raise messages: for example a failed DD raises a debt, shows a reception message and emails the customer.
- In 360 the permission for these messages was described in training as a single on/off (it can't separate reception from back office as in Plus2); older permission documentation lists separate permissions (see Gladstone 360 Check-in and Member Record Permissions).
- Debts show in 360 (Debts & alerts) and can be added to the basket and paid, but 360 can't remove or write off a debt. Do that in Plus2.
- You can't write ad-hoc emails from 360: only resend system emails, or use Audience Builder.