Chatter is the communication tool located at the bottom or as a side panel (depending on computer screen size/resolution) of most models in modules.
Chatter is used for both internal (inter-company) and external (email to external contacts) communication.
Chatter is used for communication with all the followers of a specific model or place (for example, we will use Chatter in a task in PROJECT module).
You will find a Chatter for most of the models and places (almost everywhere), through which you can communicate with other internal or external users. Use the Chatter in any module to send messages between followers, schedule activities to people and even have log notes as internal stored messages for future reference. Inside a Chatter can be found 3 important elements to improve the communication flow and work progress tracking:
Send message:
used for both internal and external purposes – user can send message to internal user (i.e. employee) and email to external user (i.e. customer). Communication can be to all followers. Templates can be used with this option. Any external user (i.e. customer) that is following the Chatter can reply and their answers will be routed back into Chatter.
Log note:
used when internal users want to log internal notes to alert other internal users to progress or problems in the workflow. External users cannot see these messages. Log note is useful for tracking progress without sending the external user too many updates or starting a discussion with other internal users that you may not wish the external user to be notified of. Additionally, other internal users can be added to participate in a conversation, even if they were not originally a follower.
Schedule activity:
allows you to schedule and assign activities to internal users. For example, when there is important work to be tracked and supervised with deadlines, schedule activity will be the best option to assign an action to do to a follower or specific person.
Internal Communication
AdvaCare uses the ‘Send message’ function to communicate internally via a task belonging to a Project or a Sales Order.
1. When User requires another person in the company to do something, should use ‘Send Message’ function.
2. ‘Mention’ functionality (@name_of_person) is used to address an Assignee in a message.
Note: It is required to use the @ symbol before the name of the Assignee to ensure that the mentioned User is a follower of the task. If the mention functionality (@name of user) is used and the User is not a follower, system will automatically make that User a follower of that specific task.
IMPORTANT:
● Always choose the name from the dropdown suggested by the System. Never type the whole name.
● Never delete the space added after the name by the System.
If one of these actions is done, the mentioning function will not work correctly and the user might not receive the notification. The fastest and most convenient way to tag someone is to start typing the name, and when the System limits it down to one person, click "Enter" two times: to confirm the name from the dropdown and move to next line.
3. User writes the task/activity assigned to the mentioned person(s).
Note: If more than one User is mentioned in the task, the required format is to make a new line for each User added to the task/activity.
4. When task is ready to be sent without an activity, User clicks ‘SEND’ button and task is sent. All followers of the task will receive a system notification.
5. When task is ready to be sent with an activity, User clicks ‘SEND & SCHEDULE’.
In other words, ‘SEND & SCHEDULE’ button = setting a task+activity.
What is an activity? An ‘activity’ is a system alert/reminder set for another User or oneself on a specific date. The purpose of an activity is to create accountability for a task and emphasize urgency with the setting of a due date. Activity can be set in Chatter of any model (OPP, SO, TE, PO, etc.).
5.1 A new pop-up window appears with the copied original task text in the message field.
Note: Editing of this text will not alter the original task already posted, but rather will only reflect in the activity.
5.2 Activity:
Choose the type of activity from dropdown.
5.3 Summary:
Type brief description of the activity.
5.4 Due Date:
Set a deadline for the activity.
5.5 Assigned to:
Choose the User the activity is set for. Set activity by clicking button ‘SCHEDULE’.
6. When setting an activity for oneself, User clicks ‘Schedule Activity’.
After following steps 5.1 - 5.5, activity can be marked as done or edited.
7. At due date, activity will be marked as overdue and a number will appear on top right clock icon. Overdue activity can be ‘Mark Done’ or request more time to complete the activity.
7.1 User clicks on clock icon and locates the overdue activity.
7.2 Click on one of the links: ‘Late’ (for overdue activities) or ‘Today’ (for activities due on this date).
7.3 Locate the relevant task from the list.
7.4 Find the activity in the ‘Planned activities’ section of the Chatter.
7.5 Click ‘Mark Done’ to complete the activity. Fill out Feedback pop-up if closing notes need to be recorded and click ‘DONE’ to save it or ‘DONE & SCHEDULE NEXT’ to schedule another activity.
Activity can be marked as done only when all aspects of the activity are completed.
7.6 If activity is not completed or partially completed, Assignee has to send a task to request more time to complete it. Assignee is not to edit the activity.
8. After task/activity is sent, User must send a message in private chat to Assignee(s) with the following format: “_SO# task sent_”
Activity Notifications
The System will send automatic notifications to all actors involved in an activities on the following actions:
1.Activity is assigned: both Sender and Assignee will receive the notificaion of assigned activity.
2.Due date: both Sender and Assignee will receive the notificaion that activity is due today.
3.Overdue activity: Sender, Assignee and Asignee's Manager will receive the notification that activity is overdue.
4.Activity is edited: both Sender and Assignee will receive the notificaion that activity was edited (with the details of the change).
5.Marked done: Sender, Assignee and Asignee's Manager will receive the notification that activity is marked done.
Activities: Set of Rules
1.When to set an activity?
➔ An action we expect another user to do.
➔ An action oneself has to do.
➔ An action that requires a due date.
2.Activities VS Calendar
The rules for when to use ‘activity’ vs calendar are simple, but it is imperative everyone follow these rules to keep a consistent logic for organization:
Activity:
1) A reminder attached to a specific message in Chatter between you and assignee (one-on-one).
2) A reminder attached to a specific model in Chatter for yourself.
Calendar:
1) A reminder not related to a specific message or model.
2) A reminder including more than 2 users (more than you and assignee).
3.When to check activities?
Activities are the main tool used for setting deadlines and assigning accountability for the timely completion of tasks.
Activities are to be checked first thing every morning in the top right clock icon:
● First, ‘Today’ activities are to be checked. Assignee is to perform the relevant actions to complete the activities or send a task to request more time.
● Second, ‘Late’ activities are to be checked. Assignee is to perform the relevant actions to complete the activities.
4.How to handle overdue activities?
If activity is not completed or partially completed, Assignee has to send a task to request more time to complete it. Assignee is not to edit the activity. If Assignee has more than 5 overdue activities without any task sent to request Sender to extend the date, Dept. Manager has a right to issue a Warning Letter. 3 Warning Letters may result in termination of employment.
External Communication (in development)
Other Features:
Additionally, you will be able to:
use other features as attachment icon which shows you the number of attachments included in this model.
use the follow link which shows whether you are following the model and allows you to choose from a dropdown which notifications you would like to receive.
use the followers icon which shows how many followers are in the model. You have the option to add more followers, channels, or edit their subscription to the model.
To save a document in the Chatter, you can use the following feature by clicking the attachments icon:
Note: If you cannot see an attachment icon, try send message with a document or use log note with a document. Immediately following this action, the attachment icon will be displayed.
You can become a follower of the model by clicking the follow link.
Note: if you are already a follower of the model, you will see a following link instead of just the follow option.
Additonally, you can add more people as follower of the current model by clicking the followers icon.
Remember that the above options are displayed for any Chatter, so you can use them independently in the model or place in which you are working.
Note: Refer to Process for managing external communication (this is the process which will be used to describe how we are going to use Gmail and Odoo Chatter into OPPs for customers which don’t reply into email threads or use the function reply-to).
