Technical

Communications can be created in three different ways.

1. Using the composer in Lime CRM Web client

Here the user can select what followers that should receive the message. This will create a communication (sys_communication), potential attachments (sys_communicationdocument) and each recipient (sys_communicationfollower).

For this to actually be sent to someone the solution needs to send TRAML e-mails like shown here.

2. Receiving e-mails using MS-inbox

Here an external person answer the sent e-mail mentioned above. This will create a communication (sys_communication), potential attachments (sys_communicationdocument) and a follower for each recipient in CC (sys_follower) an communication created this way will never have any recipients (sys_communicationfollower) because that is not possible to specify for the external user.

3. Auto reply using TRAML

It is possible to create system messages (Auto reply). This needs to be configured as shown here.

Table and Field Definitions Lime CRM

Communication flow uses a few system tables that needs to be set up for the flow to work.

Communication (sys_communication)

The specifict message sent by agents and customers

A table called sys_communication

Database Field Name	Field Type	Length
source	Option	N/A
communication_timestamp	Date time	N/A
body	Text	MAX
system_message	Yes/No	N/A
msinbox_message_id	Text	512
sys_follower	Relation (field)	N/A
helpdesk	Relation (field)	N/A
sys_communicationdocument	Relation (tab)	N/A
sys_communicationfollower	Relation (tab)	N/A

Communication option field (source)

Key	En	Sv	Da	Fi	No	De	Nl	Default
lime	Lime	Lime	Lime	Lime	Lime	Lime	Lime	false
email	E-mail	E-post	E-mail	E-mail	E-mail	E-mail	E-mail	false
autoreply	Auto reply	Auto reply	Auto reply	Auto reply	Auto reply	Auto reply	Auto reply	true

Follower (sys_follower)

Recipients and senders of messages (sys_communication)

A table called sys_follower

Database Field Name	Field Type	Length
helpdesk	Relation (field)	N/A
person	Relation (field)	N/A
coworker	Relation (field)	N/A
email	Text	256
name	Text	128
role	Option	N/A
inactive	Yes/No	N/A
msinbox_internet_message_id	Text	512
sys_communication	Relation (tab)	N/A
sys_communicationfollower	Relation (tab)	N/A

Follower option field (role)

Key	En	Sv	Da	Fi	No	De	Nl	Default
empty								true
agent	Agent	Agent	Agent	Agent	Agent	Agent	Agent	false
customer	Customer	Kund	Customer	Customer	Customer	Customer	Customer	false
autoreply	Auto reply	Auto reply	Auto reply	Auto reply	Auto reply	Auto reply	Auto reply	false

Communication document (sys_communicationdocument)

Attached files to messages (sys_communication)

A table called sys_communicationdocument

Database Field Name	Field Type	Length
sys_communication	Relation (field)	N/A
document	File	N/A
is_inline	Yes/No	N/A
inline_only_image	Yes/No	N/A
content_id	Text	512

Communication follower (sys_communicationfollower)

Recipients of messages (middle object for sys_communication <-> sys_follower)

A table called sys_communicationfollower

Database Field Name	Field Type	Length
sys_communication	Relation (field)	N/A
sys_follower	Relation (field)	N/A
traml_delivery_status	Text	4000
traml_delivery_description	Text	MAX
traml_send_date	Time	N/A

Communication flow template (sys_communicationtemplate)

The possibillity to add text templates to use when replying in the communication flow.

A table called sys_communicationtemplate

Database Field Name	Field Type	Length
name	Text	64
inactive	Yes/No	N/A
template	Text	MAX

Info

You can add a field of type Option or Relation (field) to be able to group your text templates.