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Overview

Complexity: EXPERT

Communication Event Module Setup and Configuration

The communication event module uses the email delivery provider SendGrid to deliver emails on behalf of the users. To avoid being classified as SPAM, it is important that our SendGrid email server IP address (168.245.65.115) is white-listed to ensure that Paradigm is able to send emails on behalf of your existing company email server. It may also be necessary to configure a DKIM or SPF DNS record to ensure that Paradigm is permitted to send emails on behalf of a provider email domain.

For more details, please contact the Silverband Support Team.

Key Terms and Concepts

 Email Templates

Email Templates

The letter templates are designed to be a cover letter (in email format) for attaching invoices, CANs, enrolment letters, etc to be emailed to the students and stored as proof of communication. Copies of both the letter and attachments are then saved to the student's record within the communication event section. These can then be interrogated for delivery, bouncing, and opening. The letter can be formatted within the provider section for ease of use and minimal updating when used.

Contained within each email sent with the communication module is a one-pixel tracker. This is one 1x1 pixel that is hidden within the body of the email that allows the email client to track the email. It can determine if the email has bounced, been delivered, has been opened and read and if any attachments have been clicked into. This can be particularly useful when students are questioning if an important email/communication was sent to them and if they received it.

Below is a list of required fields to build a bulk student report for Communication events. This report can be built in the report builder and saved for future use. The fields below are required for such a report (i.e. Bulk student report) but additional ones can be added.

 Table 1: Email Template Form Fields

Table 1: Email Template Form Fields

Field Name

Brief overview

Communication Request Sender

It will be sent from the email address that is recorded against the users profile.

Provider record is linked with the student’s course enrolment. Make sure you load the student’s course enrolment first, then you will see Provider option in the drop-down.

Communication Request Recipient

Who the email is going to

Communication name / Email Subject

The subject name / line of the email

Communication Date

Date sent. This date is recorded within the communication event as the sent date.

Communication Type

For Communication Events this is normally set to Email

Communication Status

This will tell you the status of the communication event:

  • Bounced - Receiving Server could not or would not accept the message. 

  • Cancelled - Communication Event Cancelled

  • Closed -

  • Email Opened - Recipient has opened the Message

  • Entered -

  • Failure Sending -

  • In-Progress -

  • Pending -

  • Referred -

  • Resolved -

  • Sent -

  • Unknown Party -

Course Enrolment

The Course of Study the student is enrolled in

Communication Template Message

This option will allow the user to select from pre-written email templates. These can be added to or updated once loaded into the HTML writer.

Communication Description / Email Body

This is where the template will be displayed once loaded. Alternatively this is where the user can write the body of the email to be sent.

 Table 2: Merge Fields in Communication

Table 2: Merge Fields in Communication

Merge Fields Within Communication Templates

Brief Overview

{email_first_name}

Student / Receiver's first name

{email_last_name}

Student / Receiver's last name

{student_number}

Student’s number issued by provider

{email_subject}

The communication event/email subject

{email_from}

This is the email address of the sender

{email_from_first_name}

This is the first name of sender (blank if the sender is a provider)

{email_from_last_name}

This is the last name of sender (blank if the sender is a provider)

{url_read_tracker}

This is a 1 pixel image that, when added to an email, will upon opening of the email by the receiver will mark the email as open within the system

 

Workflow

 1. Create the Bulk List of Students as Recipients to the Communication Event

STEP 1 Create the Bulk List of Students as Recipients to the Communication Event

There are three ways to create the bulk list of students that you want to be the recipients of the communication event, you have the option to choose either of these three possible ways in creating your bulk list:

(1) Search Course screen (Student > Search Course)

You can search for students via this screen by Course Name, Enrolment Status, Institution, Funding Type, Start and End Date, Contact Mode and Hours, Order By, and Agent.

Refer to the instructions on this workflow How to ADD a List of Students to a Bulk List.

(2) Upload Bulk List screen (Student > Upload Bulk List)

Upload a list from a CSV Source File. You can use this option if you have an existing (valid with all the required fields matching to Paradigm) CSV file with a list of students that you want to send the communication event to.

Refer to the instructions on this workflow Student > Upload Bulk List.

(3) Report Builder screen (Report > Report Builder)

If you want to build a list of students to send your communication event using your existing saved report or generate a new report with your own criteria / conditions, then this is the best way for you to create the bulk list.

Refer to the instructions on this workflow Report Builder > Bulk Student Select.

After creating your bulk list, proceed to the STEP 2 SAVE NEW COMMUNICATIONS FOR LOADED STUDENTS instructions below to save a new communication for the currently loaded (bulk list) students.

 2. SAVE NEW COMMUNICATIONS FOR LOADED STUDENTS

STEP 2 SAVE NEW COMMUNICATIONS FOR LOADED STUDENTS

After creating the bulk list of students to whichever method you choose from the options above(STEP 1 ), you are now ready to proceed sending bulk communications to your selected recipients.

NOTE:

You should have a bulk list ready [following from the STEP 1 instructions above] before you can proceed to following the instructions below. In the sample screenshot below, the Search Course screen is being used to generate the students' bulk list – this should be the initial screen prior to sending bulk communications.

You can also remove student(s) at this stage (by clicking the REMOVE button on the right – against the student record to be removed) whom you don’t want to include in the bulk communications.

BE ADVISED:

Bulk actions are much harder to undo, please ensure only the required students are added to the bulk list.

1 Choose Student > Communication menus on the side or click the (hat)🎓icon on the top left hand corner then select the Communication(✉) menu.

Refer to the tables above under the Key Terms and Concepts for a description of the required fields below and the available merge fields you can utilise for your email body.

To edit your Communication Templates, refer to the Search, Add and Edit Content (e.g. Email Templates) knowledge article.

(1)-(5) After filling out the required fields and the email body, set the (3)Communication Status field to Sent, and click the (6)SAVE NEW COMMUNICATIONS FOR LOADED STUDENTS button.

2 Select all the students on the list by clicking on the checkbox header section. Remove the student from the list by removing the checkmark on the checkbox against the student or by clicking on the REMOVE button.

After saving your communication/email body from the bulk list, proceed to the STEP 3 Send Bulk Communications WITH Attachments instructions below if you want your communication event to have attachments, else jump to STEP 4 Send Bulk Communications WITHOUT Attachments.

 2. Send Bulk Communications WITH Attachments to the Bulk List of Students/Recipients

STEP 2 Send Bulk Communications WITH Attachments

  1. Click on the Student tab from the menu.

  2. Click on the Communication Event option in the menu (or click on the Hat icon at the top left hand corner of the screen and then click on the Communication option)

  3. Enter the Communication Name, which will become the subject of the email, e.g. CAN - Semester 1 2018.

  4. Select the Communication Type, e.g. Email.

  5. Select a Communication Template Message for the body of the email

  6. Edit the Communication Description/Email Body field to add in any additional information or updates to the body of the message. You may choose to include options from Table 2 above (each wrapped inside curly braces eg. {email_first_name} {email_last_name} ), or add text that is to appear in the main body of your email.

  7. Set the Communication Status to Sent from the drop down menu.

  8. Click the Save New Communications for Loaded Students button.

  9. Click the Reports tab from the menu

  10. Click on the Letters option from the menu

  11. Scroll to the Commonwealth Assistance Notice report and click the Get Report button

  12. Check the parameters in the report section and click the Create Report for Communication Events button. This will take some time to complete, while each report is generated individually. The progress bar provides an indication of the rate of progress.

  13. Click on the Page icon to check the CAN notices are for the correct period and are attached for the correct person for a few of the records.

  14. Click on the tick boxes for the ones that are to be sent. 

  15. Click on the Email Selected Recipients with Attachments button. This will take time to complete.

  16. The emails have now been sent. 

  17. Check the status of the sent emails to verify whether any have not been successfully sent. These will need to be either resent or posted.

 3. Send Bulk Communications WITHOUT Attachments to the Bulk List of Students/Recipients

STEP 3 Send Bulk Communications WITHOUT Attachments

After creating the bulk list of students to whichever method you choose from the options above(STEP 1 ), you are now ready to proceed sending bulk communications to your selected recipients.

NOTE:

You should have a bulk list ready [following from the STEP 1 instructions above] before you can proceed to following the instructions below. In the sample screenshot below, the Search Course screen is being used to generate the students' bulk list – this should be the initial screen prior to sending bulk communications.

You can also remove student(s) at this stage (by clicking the REMOVE button on the right – against the student record to be removed) whom you don’t want to include in the bulk communications.

BE ADVISED:

Bulk actions are much harder to undo, please ensure only the required students are added to the bulk list.

1 Choose Student > Communication menus on the side or click the (hat)🎓icon on the top left hand corner then select the Communication(✉) menu.

Refer to the tables above under the Key Terms and Concepts for a description of the required fields below and the available merge fields you can utilise for your email body.

To edit your Communication Templates, refer to the Search, Add and Edit Content (e.g. Email Templates) knowledge article.

(1)-(5) After filling out the required fields and the email body, set the (3)Communication Status field to Sent, and click the (6)SAVE NEW COMMUNICATIONS FOR LOADED STUDENTS button.

2 Select all the students on the list by clicking on the checkbox header section. Remove the student from the list by removing the checkmark on the checkbox against the student or by clicking on the REMOVE button.

3 Click the EMAIL SELECTED RECIPIENTS button. The emails have now been sent. Check the Statuses of the sent emails to check if any failed sending. These will need to be either resent or posted.

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Video Tutorial

Overview | Assumptions | Key Terms and Concepts | Implications | Workflow | Video | Related Pages | Further Reading

Paradigm Knowledge Base Home

  • Setup / Configuration

  • Merge Fields in Communication

  • Workflows

  1. Bulk List Generate (possible ways to generate list in bulk)

After generating: Ask: With or Without Attachments? If Without – proceed to 3, If With – proceed to2

2 With Attachment Workflow Continuation from Workflow 1

3 Without Attachment Workflow Continuation from Workflow 1

Sample Use Case:

The expand section below will give you a sample workflow (sending bulk communication emails) as one of the many bulk activities you can do in Paradigm with the use of the Report Builder menu.

 Expand this section for the instructions on how to send bulk communications in Paradigm.

Video Tutorial Link: https://www.youtube.com/watch?v=-IV-T111GuE

Related Knowledge Articles: Bulk Course Edit, Bulk Generate Invoice, Communication Event

Workflow

NOTE

The instructions below assume that you are already familiar with our Communications Event feature both in the Student Communication Event and the Provider Search, Add and Edit Content (e.g. Email Templates) side of Paradigm.

STEP 1 Make sure that there is no student currently loaded in the system

1 Check above the Dashboard menu in Paradigm if you can see a student detail. If there is not, you can proceed with the STEP 2 instructions. If there is

, unload the student record by choosing Student > Search menus on the side.

STEP 2 Check if the Census Date is updated to the current period

1, 2, 3 Choose System > Edit Time Period > Set Type: Census Period.

4 Click the SEARCH TIME PERIODS button. 

 

STEP 3 Generate a group of recipients to your email using Report Builder, refer to the Workflow instructions above.

STEP 4 Create a Communication Event

1 Follow the rest of the instructions on this article: Communication Event to proceed with sending bulk communications to your selected or newly created recipients.

Video Tutorial

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