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Bulk resend initial

good morning everyone and welcome to this morning's webinar my name is michael and i'll be your host for this morning session and i'm also being assisted this morning by my colleague regina he was also here to help me so i'm going to take you through some steps that you can take to hopefully encourage your clients to make sure that their cch1 click account is fully activated and um regina is here to help me field your questions so if you want to pose your questions as we go through uh please do that in the normal way using the uh using the questions panel within the go to meeting control and regina will be answering your questions directly if she can if we can't answer your question we need to take it offline then we will do that and come back to you with an answer after the end of the webinar and we should have some time at the end for any general questions and answers as well so what we're going to cover in today's webinar uh here's the slide for you is uh two methods that you could take advantage of to encourage your clients who've recently been upgraded to the new walters cler account with the additional security and multi-factor authentication um and if they haven't uh yet fully activated um a couple of things that you can do to encourage that in advance of the 31st of january tax filing deadline when i'm sure for your personal self-assessment tax clients you're going to be sending them tax returns to approve we want to make sure that they're all set up and ready to activate and so the first method is using the bulk resend option which we may have already done for some of you we may have discussed with you as part of the upgrade process which is where we can send an email using the same upgrade template to all of your clients that haven't activated and the second option that we're going to spend a bit more time on in this session is how you can do this for yourselves uh take a perhaps a more targeted approach by using the mail merge feature from within cch central and to do that it involves editing some templates generating your client list and then using mail merge to send those clients a message and then also want to show you what your clients will receive so you have an understanding of the process they will go through depending on their various state of activation so if we talk about option one first of all the bulk resend option as i said this is something that we can run for you from this end and some of the highlights of this process so this will only email those clients who've not yet set up their walters clear account so the more secure account so this will be anybody who has effectively not actioned the upgrade email that they were sent when you were upgraded uh haven't taken any action at all because if they click on that initial upgrade link the first step in the activation process or the upgrade process is that they create themselves a password and then for capture code and once they've done that their account is actually created beyond that they then need to obviously configure set up and configure a multi-fact authentication option and then log in to cch one click but the bulk process will only deal with those clients who haven't completed that first step which is entering their entering their password creating their account it uses the original upgrade email template that you uh hopefully edited before we did the upgrade for you and i'll show you in a second just a reminder of what that template is and how you might want to just make a further change to it before considering doing a bulk resend once the resend is completed you will receive an audit file afterwards so that will list the email addresses of everyone who was sent the reminder email will be the resent the upgrade email and show you their email addresses you can only get that audit file after we've run the bulk upgrade for you we can't do that in advance it's part of the upgrade process and as i said that will not contact any clients who've maybe not set up their mfa so this the first step of the process is they create their password activate their account and it will include everybody who hasn't done that once they've got to that stage they wouldn't receive this reminder but of course we know that some clients may not have successfully completed the multi-factor authentication step of the process so still might potentially have to do that when they log in to approve their tax return and if we can get them to do that in advance of the deadline so much the better so that category of clients wouldn't be included in this process but they will be in the one that i'll show you that i'll show you next if you want to take advantage of the bulk resend process you just need to request that from us the the step really for you first of all is to as i say to consider editing the one-click email template uh maybe just to add some additional wording to say that it's a reminder i'll show you that in a second as i said and then uh you can if you raise a support case with us and just saying that that you're requesting uh the upgrade email bulk resend and if you mention in that case that you'll confirm that you have edited your template and state the date that you'd like the upgrade to be run on then we'll be able to process that for you the second option then is the mail merge option and this option involves you uh creating a message template that's the message that your clients will receive once they successfully log on you'll then need to select the appropriate clients from within cch central send them all a message in bulk using the mail merge feature and this will work with clients in any activation state so the new message email that they receive as part of doing this will react to their current activation state and if they're fully activated then it will simply they'll simply log on and read the message that you're sending them if they need to set up their account from scratch it will take them through the password creation and then the multi-factor authentication set up or if they've failed somewhere in during that process uh it will also react appropriately so it will take them to the appropriate stage in the process and to enable them to complete that so let's jump into central and have a look at some of this in a bit more detail so i'll just bring up my cch central so the first thing in the case of the bulk resend if you want to request us to do that for you as i said that uses the upgrade email template within central which you can find under file maintenance and then one click and the email templates tile if you select the email templates tile and if you click on the email type you can sort the templates alphabetically the template we are talking about is the one that's called uh aaa or triple a upgrade one click client to triple a user so if i this is one that as i say hopefully you've already uh edited based on our previous advice i'm just double clicking it to edit the template and this is the template my template as it currently stands and this is me having edited it for the initial upgrade email that we sent out to clients based on as i say the advice we've we've given you in our previous videos talking about um embedding a link to the activation video so that clients can see that now what we might suggest is if we were going to reuse this template and send a use it as a method of sending a reminder to the people who haven't yet activated you might want to consider adding some appropriate wording so i'm just going to copy some copy some wording that i previously prepared and what i'm going to do in my example is i'm going to replace this this first line here in the template with um some slightly different wording something along the lines of um of the fact that it is a reminder so i'm just saying that um me just sort out the template there we go um we previously emailed you one you obviously need to change that date to the date of your particular upgrade where i've got the date in red to ask you to upgrade your accounts according to our records you don't appear to have done this yet so in order to allow us to send you some important end of your documentation we request that you upgrade now leave in the link to the demo video and make sure that the activation link is also within the message template um just to confirm these links so the link to the activation video if you want to check that you've got the right link embedded if you click within the hyperlink somewhere as i've done there and then under the insert menu if you click the insert hyperlink that will show you what the hyperlink is currently pointing to and that is the vimeo link to the demo activation video that your clients can watch that will walk them through the process before they attempt it themselves the second important link is the upgrade link this needs to be the specific um activation link which is a merge field on the left hand side that will be in the template by default if you haven't edited it shouldn't be a problem if you want to make sure it's the correct link again if you click somewhere within the hyperlink and click on the insert hyperlink button under the insert menu on the ribbon bar what you should see in here is something that looks like this that simply says activation link in the middle url in square brackets like that if your says anything different then the safest thing to do would be to remove the uh existing uh hyperlink like that uh within your template and then at the appropriate point get your cursor at the appropriate point and simply click the activation link on the um on the merge fields on the side there so that it reinserts the link and again you can then check that that is correct and it's the activation link if you make those changes the changes that you want to that upgrade template and then click ok to save the template that also saves a copy to the cloud uh if you then let us know that you'd like us to rerun the bulk send for you that will pick up on your amended template and send it out as i say to those clients that haven't yet yet activated at all what i'm going to talk about now is the second method where we can so where we can perhaps be a bit more selective about the clients that we're going to send and also so do that from within cch central itself and so in this process the first thing we need to do is we need to prepare a message template this is a message inside the uh messaging documents portal that the client will get once they log in once they successfully log in the reason we do this is that sending a message through one click will use the you have a new message uh email template and that link will then react to their account states as i said and regardless regarding where they are in the process um um regard regarding where they are in the activation process that link will take them to the appropriate point so the first thing we would do is go into file maintenance and one click and then go into message templates and what we'll be doing is creating a message template specifically for this purpose so to add a new template you simply click into the blank line at the top and type a name for your template and then in the subject field this is what the subject of the message will be once you've done that and you hit enter that will add to that at this stage empty template to your list so you can see here that has now added that example bulk template to my list and i can then double click it to edit it and the editor of the template works in a very similar way we can stick in here uh whatever wording we want to so we might say dear and then make use of the uh merge fields on the right to on the left sorry to include the client salutation and then type our appropriate wording um whatever that might be um i've got one that so i'll just change that i've got one that i've prepared in typical blueprint fashion just to save a bit of time so i've already created one here called successful activation message i'll just double click that to show you what it says so i was thinking something along the lines of because this is this is the message they will read once they have successfully activated so it simply says thank you for successfully setting up the enhanced security multi-factor authentication you are now ready to be able to log in and approve your tax return when we send this to you in due course and of course you can sign that off with the employee first name that will be the first name of the employee that generates these bulk messages you can just put a generic tax team sign off combination of both that's obviously entirely up to you so once you've created that that message template that they read and this the wording in here obviously needs to be relevant to clients regardless of their activation status so if you are going to use this method you are potentially going to be sending this message to clients who had already activated but but primarily those who hadn't or hadn't completed the process so that is the first stage to create yourself a message template what you then do the second stage is to think about how we select our clients so we use the mail merge feature within uh central from within the find client screen where we generate a list of clients select them with the tick box and then use the mail merge so i could just search for my clients that will give me a combination of those that are and aren't activated for one click and of course that will also be a combination of personal tax clients and entities um my limited companies partnerships and so on and i could manually select those clients i wanted to send this message to and then i would click the the mail merge icon but what i want to do is perhaps be a bit more selective in the way that we we actually select those clients by only selecting my personal tax clients who had a tax return for 2020 and i'm going to do that by first of all creating a report that gives me that information so i'm going to go into reporting and i'm going to create a new report to identify my 2020 personal tax clients so once i'm in reporting i'm going to start the process by clicking create grid on the menu bar at the top that will allow me to create a grid report and the fields that i can add to this report are listed on the left hand side so starting with the central section at the top i'm just going to expand the central section and i'm going to include the name that is the client name so i'm just ticking the box next to field i want to include secondly i want to have the client code so that's under the client section if i expand that i can find client code and add that to the report and then if i scroll down a little bit further i've got a section for personal tax and if i expand the personal tax section and then expand the tax returns section you'll see there is a field there for tax year so i'm going to add that to my report and then finally because i only want to list those clients who have an activated one-click account i'm going to go to the portal section at the bottom i'm going to expand that expand the activation section and then the status is the field i want to also add to the report so that's my four fields on the report that i want but obviously what i want to now do is i want to filter this because this is giving me all my clients um regardless of uh status and so on so i'm going to use the filter option at the very top here of the report to filter this data so the first thing i'm going to do when i click the filter is i'm going to uh add my first filter quite criteria which from the four fields that i've added to this report i'm going to start with the status so this is the one-click status and if i choose the drop-down you'll see there are various different statuses that relate to a one-click account the one that i'm interested in is activated so activated in this sense means that i have activated the client or asked the client to activate so it will include both the categories of activated and pending activation which is what i want that's my first criteria and then my second criteria which i'm going to add by clicking the green plus button is i'm going to only look for the tax year equal to 2020 because i only want those uh clients that i know i'm going to be doing a self-assessment return for by the deadline if i then click apply to add that criteria to the report that then is my list of all my personal tax clients with a 2020 tax return i'm going to save that report by clicking save on the ribbon bar i'll give it a title of 2020 tax clients activated and under the report category i'm just going to save that under the personal tax section and then click ok to save the report now that i have saved that report if i close the report and reporting and go back to my find client screen i'll just clear the search that we did previously i can now use that report in this find client screen to search for clients and i'll do that by clicking on the new search drop down and instead of a new search i'm going to search from reports so i'm going to choose from reports in the list and then hit the search button and then i'm going to select the report the first thing i'm going to do is change it from smart reports to from reporting and i can search for that report i just created if i put 2020 in here i'll be able to find that report 2020 tax clients activated select it from the list and then click ok and that will then show me the report parameters which i can verify are correct so status activated tax year 2020 click ok and that will return that same list of clients in my find client screen so i have a combination of those that are activated and those that are pending activation but they're all they all have a 2020 tax return so that's a much more specific and targeted way of returning those clients in this list i can now select all of those clients using the tick box and then use the mail merge mail email merge icon on the top ribbon bar and then in the mail merge wizard choose the output selection of publish to cch one click i click next on the wizard and i now need to choose that template that i just created so the successful activation message this is the message that all of those ticks clients are going to receive click next i can then next through the next two steps of the wizard three steps of the wizard until i get to the selection screen and this will then show me all of those clients and the email addresses that are about to receive an email and you can see all the different email addresses here again i can select all of them i can deselect some if i don't want to include them in this particular run so i have controller individual client level at this stage so i've got those uh 20 odd there then click next and then finish and the system will now run through and send each of them a message so they will each get that message sent to them through one click that successful activation message and as a result of that they will also get the initial notification which is the email that says you have a new message from your account and click here to log in and it's that link in that email that will uh that will then allow them to complete the activation of their account so i'll just wait for that to finish and then i will show you the results of that from the client perspective hopefully it won't take too long there we go so that has now has now completed if i um were to go and look at one of those particular clients and go to their message center we should be able to see the message in the message center for that particular client having been successfully sent okay uh we'll try that in a second let's go and have a look at the uh the client will have received so the first uh i've got three clients with different state statuses here so in my client list i'm going to be looking at person a person b and person c as you can see person a has a um a green tick sorry let me just clear and research that so person a has a green tick because they're fully activated person b and person c both have the grey icon person b has created their account but hasn't set up their mfa and person c hasn't done anything at all yet with regard to the upgrade so let's have a look uh first of all at person a's inbox and this is what they received there is a new message for you from accountants rs please click this link to log in and view the message so this person is fully activated if they click the link it will take them to the login screen they can enter their email address just need to remind yourself of what that was tpa.wk uh enter their password and log in and in this case because they are fully activated it will go straight to the um mfa screen and they just need to enter the mfa code from their authentication app because that's um that's the method that they have set up so i'll just enter that code from my authenticator app click continue and that particular client will be logged straight into cch1 click where they'll be able to read that message that we've just sent them so there we go into one click and messages and documents there's one unread message so let's uh log out as that particular individual and now look at um person b so this is the person who um hadn't uh so hadn't set up their um so they'd activate their account but not set up their multi-factor authentication they get the same message again if they click the link to log in and view the message they will get the login screen just need to make sure i logged out of the last one this too no i didn't let me just looking in and out as the same client in the same browser um will sometimes cause problems obviously that's not something clients would ordinarily do so let me just make sure i successfully log out of the first client a that's better and we'll log in as uh the second person this time so they click on the link they get the login page and then when they log in because their account is active but they haven't set up multi-factor authentication that's what they will be prompted to do so you are required to protect your account they will then go through the setup now and set up their set up their chosen multi-factor authentication method so let's set up sms i'll just stick my mobile number in and i should then receive a code to verify that that is the correct number that i have entered which i will do your client should then save their recovery codes does that give them a backup if they need to log in and don't have their mfa method available and then click finish to complete the process and that will then uh take them to the login to one click and send them an activation code and if they click continue they will then be logged into one click for the first time so they've completed their um activation process now and they'll be able to log in and read that message we've just sent them and finally sorry just because the first time they get some help so let me just log out as that person close the browser go back to the inbox and just look at the third person this is the person who has not done anything at all with the initial upgrade they've emailed they've ignored it so in this case when they get the same email there is a new message for you and they click the link to view the message because the account hasn't been activated at all they will first of all get the account account setup screen so this is where they need to then create their password enter the capture code and click continue and then set up their multi-factor authentication and then they will be able to log in and read the message as well so hopefully you can see that regardless of the status of the client that same message template will work and get the clients through the process and activated and logged all the way in i'll just complete the process and take it all the way into messages and documents so that you can see the message i'm just going into messages and documents now go into the messages and uh that is the message that we sent them the thank you for activation account the same message that all three clients will ultimately read when they log in to their account and that's the process so um you will i know we went through that sort of fairly slickly but you will get a copy of this recording afterwards so you'll be able to follow those steps again but in in summary you need to create yourself a message template in uh file maintenance one click and um file maintenance one click on message templates and then select your clients by building a report and then using the email merge to send them all the same message okay let me just go back to my um slide deck um we i think um regina's answer all the questions we've had don't know if there are any other um outstanding questions that we haven't answered it doesn't appear so if you do have any questions that occur to you afterwards obviously feel free to contact us make sure that you you can do that by raising a support case you can also you can also send us an email let me just give you my contact details again um if you'd like anything that we've been through explaining then we'd be happy to do that for you but i hope you'll find that process um useful um as part of this pro as part of this process to encourage your clients to make sure they're activated um michael yes regina hello hello hello uh we have one just uh coming through one question yes should i read it for you um is there any way ah right so i see the question from lid yes question from lydia um is there a way of having a list of clients who will receive the email from the first option um no there isn't they're not in advance i'm afraid because um the tool that we have to do that we can investigate the status of your clients individually on a case-by-case basis so if you have a particular query with a client you give us their email address we can tell you where they are within the process but we don't have the ability to do that on a bulk basis um we but as i say if we do run the upgrade it will only send it to those at the very early stage that we know have have ignored the initial upgrade email and it will give them a nudge to upgrade again once we've run that process you will then get a list of those clients and their email addresses as part of the process i see siobhan has also raised a question um to see the um it would be helpful if you could see the client's mfa status yes it's um it's an interesting point and i i do accept what you say siobhan the um the mfa details that your clients create is actually from a gdpr perspective personal information to them so for example they may choose to set up um their multi-factor authentication using an email address or a phone number that um isn't necessarily one that that that you're aware of it can be a different uh a different set of data um and we don't have a way of surfacing that because it is um personal information to them the i suppose what we're saying in this process is if you send them a message through one click as we just did then if they click on that link it will take them through the appropriate state of where they are in the process now if they if they click the email link and they get a login screen where it's asking them to enter their email address and password then that will be their email address and the password that they created as part of their initial upgrade if they can't remember the password at that stage they can use the recover password option um and then it will guide them through the mfa process if they've configured their mfa then after they enter their email address and password it will come up with a message telling them or asking them to import the code so we know at that stage that they have set up their multi-factor authentication so actually sending the messages i've just shown you through one click is quite a useful way of dealing with clients whatever state they're currently in um i hope that i know it's not a perfect art that's what i hope that answers your question um as well as i can you don't have any further questions thank you very much for uh your attendance this morning and feel free to um drop off the webinar um regina and i will stay here for a couple more minutes just in case any other questions come through but otherwise thank you very much for attending this morning and enjoy the rest of your day thank you thank you mike for your presentation thank you thank you regina for your assistance