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Customer communication

Queries of revocation, GTC etc.

The dispatch of brochures etc. is no longer as simple as before the time of GDPR, revocation, GTC and … .
For all these topics onOffice has the suitable tools and text suggestions, but you always have to adapt them to your company.

We cannot guarantee legal certainty for the use of the template / sample texts. We ask for your understanding that we as a company cannot provide binding legal advice.

After configuration, we recommend that you always send a test mail with a link and check the email / queries from the customer’s point of view. Only in this way can you also check activity entries and confirmation mail / information mail.

For explanation we roughly divide this into 4 areas:

  1. Registration of a new contact / confirmation for newsletter callback and Co? GDPR and address completion form a team when it comes to the registration of a new contact or information about the stored data.
  2. Sending a link to an existing contact / Large file attachments? Then the macro downloadLink is the right one.
  3. Brochure dispatch, revocation or queries in general? Then the macro agreementLink is the appropriate tool to capture all queries etc.

A compact overview of the parameters and options of the macros can be found in the macro list ( “?” >> Macro list ). 

Hint: The previous _PDFLink macros and revocation macros are replaced by _agreementLink macros. The previous macros still work, but will not be maintained any further. A short explanation of these macros can be found at the end of this article. 

Instead of changing an existing revocation macro, we recommend to use the _agreementLink macro directly, which controls all queries directly via parameters.

General information

In all cases a link to a web page is sent by email, except for the macro downloadLink. On the website, queries / consents are recorded and entered in the address and activities. If set, a mail is sent to the broker via the executed query.

The activities can then be used to start processes automatically , for example.

GDPR and address completion are always without download possibility for files.

With these macros _downloadLink and _agreementLink, all files attached to an email are not sent as attachments but are offered as downloads via a link. Exceptions are files for appointments and contact data. These will still be sent as attachments so that you can import the appointment directly or create an address.

The download links are valid for 30 days or 14 days for the “_downloadLink”.

When using groups, the settings from the groups are evaluated first. Only if nothing is entered there, the basic settings are used.

1. Registration of a new contact / confirmation for newsletter callback and Co

With the address completion you can have the general terms and conditions or the newsletter confirmed for a new contact in addition to the address data.

Detailed explanation with all options can be found in the help for the address module in the chapters. GDPR and address completion.

2. Sending an brochure link to an existing contact / Large file attachments

The _downloadLink(Text) macro can be used to make email attachments generally available for download.
With the Text parameter, you can also specify the text of the link in the email directly.

A download link has the advantage that the email itself is not so large, is loaded faster and that the retrieval of the file is documented via activity entries.

The download link is valid for 14 days instead of 30 days.

All activities / property agent book entries have of course linked the corresponding address / property.

The sending of the email is noted as usual in the activities / agents log. In addition, the action feature “Download link” is set. If an brochure is sent, the action feature “Brochure dispatch” is added.

After clicking on the link in the email, an activity with action type “Download” and action type “Download” and the action feature “Provision Download” is stored. The name of the provided file is noted.

If the prospective customer opens / downloads available files, an activity with the action type “Download” and the action type “Download” as well as the action features “First download” and “First brochure download” is stored. If the file is downloaded again, an activity entry is created again, this time with the action feature “Repeated download”. The name of the file is noted in each case and the original email in which the attachment is stored can be viewed in the activity / agents log entry in the tab Email including attachment.

3. Brochure dispatch, revocation or queries in general

The macro “_agreementLink” can be used very flexibly for queries and their documentation. One possibility would be to revoke or start early as was done by the previous macro _Widerrufslink link for Germany. For other requirements/countries you can adapt this accordingly with the _agreementLink macro.

The text for the link in the email and the texts on the website can be configured (Tools >> Settings >> Basic Settings >> TAB Revocation). The texts of the cancellation policy are based on the model wording of the Federal Ministry of Justice and Consumer Protection.

An explanation of how individual queries are created and the individual configuration options can be found in the basic settings (Tools >> Settings >> Basic Settings >> TAB Revocation).

The _agreementLink macro is intended for individual purposes, therefore there are NO sample templates, some examples are given in the appendix.

We recommend to always send a test mail with a link after configuration / changes and to check the email / queries from the customer’s point of view. Only in this way can you also check activity entries and confirmation mail / information mail.

You send an email to the interested party with the macro _agreementLink. The email then contains a link to a web page where the corresponding queries are made. The display on the website can be configured.

If attachments (with the exception of contact data and appointment data) / links are available, these will only be made available to the interested party after the approval of the mandatory queries.

When “saving” the queries, the predefined values are set in the address or property records and an activity entry with all queries and decisions of the customer is stored.

Unless otherwise configured, the interested party receives an email with the confirmed queries, provided that a confirmation template (email template) has been included using the _agreementLinkConfirmations macro.

An information email is sent to the original senders of the email about the completion of the queries. The recipient can be customized, possible are the sender of the email, the address manager, the property manager, any mailbox or no mail. If the immediate start (if the query is included) was not agreed to, the subject will change from “PDF Brochure Download” to “No PDF Brochure Download”.

If the revocation is also queried, the corresponding functions (premature start, dispatch of revocation declaration and sample revocation as well as resubmission) are also carried out.

An example of revocation is given below.

Detailed instructions on the queries and their settings can be found in the basic settings – only a brief overview is given here.

The text that can be displayed for the link in the email, the queries that should appear whether it is mandatory, the position of the confirmations, etc. can be specified via parameters in the _agreementLink() macro. The details can be found in the macro list. All options that are not explicitly specified are taken over with the settings from the basic settings.

In the individual queries, you can use “Set values” to specify which values are to be set in the assigned address or property data records – for Agree and for Disagree.

In addition to the standard queries that are available in the basic settings, further individual queries can be specified. The name of the text module – not the “Title for the customer” – is entered as a parameter in the macro. Please ask your administrator if you do not have access to Tools >> Settings >> Basic Settings >> Revoke tab .

If the macro is used without parameters, the settings specified in the basic settings and the active queries are displayed.

If you use the group module and/or multi-language module , you can create your own texts and queries. The order is valid: Texts in the language of the contact, otherwise the German texts and information from the group before the information from the basic settings. If specifications have been stored in a group for a text module, all other specifications are also taken from the group.

All activity / agents log entries have of course linked the corresponding address / property.

The sending of the email with the macro _agreementLink is noted as usual in the activities / agents log. In addition, the action feature “Download link” is set. If an brochure is sent, the action feature ” Brochure dispatch” is added.

If the customer carries out the query (concludes the queries with Continue to download), an activity / agents log entry with action type “Confirmation” and action type “Inbox” is noted. In addition, the action characteristic “agreementLink” is set. For all further queries, the name of the text module is added as an action characteristic.

If queried:

  • If an activity with action type “Revocation confirmed” and action type “Early start” or “No early start” is created after the interested party has agreed to the revocation.
    The text contains the queried elements, each with the customer agreeing / disagreeing. The email with the revocation information / sample revocation to the customer is of course also entered.
  • If the agreement to the general terms and conditions is additionally deposited as a separate entry with the action type “GTC confirmed” as well as the other queried elements and the provided files are noted. The checkbox “GTC Accepted” in the address data record(tab Basic Data >> Category Management) is set.
  • If queried, an activity is created for the newsletter order with action type “newsletter” and action type “ordered”. No further queries are listed. The newsletter status in the address data record (tab Basic data >> Category Administration) is set.
  • If the corresponding checkbox “Callback accepted:” is set in the address data record (tab Basic Data >> Category Management) when contacting the person.

About the result of the query, the broker receives an email with the queried elements and the result as well as the list of provided files / links. In the email the address and the property are assigned.

If the interested party opens / downloads available files, an activity with action type “Download” and action type “Download” and the action feature “First download” is stored. If it is an brochure, the action characteristic “First brochure download” is also entered in the activity. If the file is downloaded again, the action feature “Repeated download” is written. The name of the file is noted and the original email, in which the attachment is stored, can be viewed in the activity / agents log entry in the tab Email including attachment

Here is a declaration, for the query of the revocation with early start.

You can replace the previous macro _Widerrufslink with the agreementLink by using the macro “_agreementLink(AGB, Belehrung, Musterwiderruf, Beginn, Kontakt, Newsletter, nopileupconfirm, mail, loggedInUser) use.

The _Widerrufslink macro had some special features for displaying queries that are not easy to explain

We therefore recommend to take the pure revocation and to extend it only by the required queries. You can query the revocation with the following macro:
_agreementLink(Belehrung, Musterwiderruf, Beginn, mail)

The position of the confirmation texts and checkboxes will now be taken from the default settings.
If desired, you can extend the query to include the GTC confirmation, for example, and collect the confirmations at the end:
_agreementLink(AGB, Belehrung, Musterwiderruf, Beginn, mail, pileupconfirm)

Compose email

As an example, here is an email with brochure and revocation query with the macro _agreementLink(AGB, Belehrung, Beginn, mail, pileupconfirm).

Link a property / address in the email dialog and select Brochure / Attachments. The preview then looks like this:

Email display with PDFLink

Email at the recipient / Web Dialog

When the email is read by the interested party, he can click on the link for the brochure / download and the following dialog will be displayed.

Website with revocation instruction and the query

If the interested party confirms the mandatory fields (all except the early start), the link “Continue to download” will become active. Here the confirmation of the mandatory fields without early start.

The customer is informed in a popup that he has not agreed to the early start and that the documents are not yet available for download. To change the selection, he can return or continue without agreement.

Indication that the immediate start has not been agreed

Downloading is not possiblewithout agreement to an early start . The interested party is advised to contact the broker for this purpose. The broker can then resend an email with a new link to the customer. It is no longer possible to change the early start at this point.

Note, immediate start not agreed, no file available

Independently of this, the interested party has accepted the revocation instruction and thus an email is automatically sent to the customer containing the property, the outside court, the text of the revocation instruction and a sample revocation. The property agent also receives an info email about the approval with details of the confirmations, address and property.
A counter-submission (+14 days) is entered in the address data record, if a current or future counter-submission has not already been entered.

If you agree to an early start , the brochure(s) will be offered for download or links to will be displayed when you click on “Next”. Without attachments, the data is simply saved.

Agreed to start immediately, file download available

When accepting the cancellation policy, the customer is automatically sent an email containing the property, the outside court, the text of the cancellation policy and a sample cancellation. The property agent receives an info email about the approval with details of the confirmations, address and property.

Activities and actions

In the example, the checkboxes for “General Terms and Conditions accepted” and “Callback accepted” are set in the address record >> Basic Data >> Category Administration .

In the address and the property activity / agents log entries for the revocation including the queries for GTC, contact are deposited. The query for immediate start is also listed and whether the interested party has agreed or not. The list of provided files / links is also included.
For the confirmation of the terms and conditions an additional entry will be created, this also contains the other requested elements and the list of the provided files / links.

After accepting the immediate start, the interested party will receive an email with the text of the revocation declaration to which he/she has agreed and the property for which the revocation was requested. This is a sample revocation form as a text attachment. The sending of the email is stored in the activities / agents log.

If the interested party opens / downloads available files, an activity with action type “Download” and action type “Download” and the action feature “First download” is stored. If the download is an brochure, “First time brochure download” is also stored as an action feature. If the file is downloaded again, an activity entry is created again, this time with the action feature “Repeated download”. The name of the file is noted in each case and the original email in which the attachment is stored can be viewed in the activity / agents log entry in the tab Email including attachment.

The sender of the email with the link to the interested party receives an email with the queried elements and the result as well as the list of the provided files / links. In the email the address and the property are assigned.

A file or an brochure can be preceded by a query of the GTC. You can use the macro _agreementLink(AGB) for this purpose. Further queries such as the callback can be added _agreementLink(AGB, Kontakt).

A special case is the macro PDFLinkOhneAGB, which is replaced by the macro _downloadLink.

The sending of the email is noted as usual in the activities / agents log. In addition, the action feature “Download link” is set. If an brochure is sent out, the action feature “Brochure dispatch” is added.

After the interested party has agreed to the GTC in an activity with the action type “GTC confirmed”, the GTC are deposited together with the GTC. The confirmation for the callback is noted and the files provided are listed.

If the interested party opens / downloads available files, an activity with action type “Download” and action type “Download” and the action feature “First download” is stored. If the download is an brochure, “First brochure download” will be added as an action feature and if the file is downloaded again, the action feature “Repeated download” will be written. The name of the file is noted and the original email in which the attachment is stored can be viewed in the activity / agents log entry in the tab Email including attachment.

Previous macros for revocation and queries

The macros still work, but are no longer being developed.

ATTENTION: The _Widerrfuslink macro does not meet the new brokerage agreement requirements as of 12/23/2020.

Their range of functions and configuration options are significantly smaller than with the agreementLink.

We recommend that you gradually replace the existing macros with an agreementLink macro (around revocation) or the _downloadLink macro (replacement of PDFLink*) with the appropriate parameters.

The following is a brief overview of the macros.

Basic procedure

You send an email to the interested party with the _Widerrufslink macro. The email then contains a link to a web page where the corresponding queries are made.

Some of the queries can be configured using parameters in the macro, others have no parameters and are always displayed if they have content.

Instead of changing an existing revocation macro, we recommend to use the _agreementLink macro directly, which controls all queries directly via parameters.

All annexes will only be made available to the interested party after consent to revocation/further inquiries.
If you do not agree to the early start, a note will appear. If you do not agree to the early start, the download will not be possible and the interested party will receive a corresponding message. A change is no longer possible, the interested party must contact the broker for a new link.

When accepting the cancellation policy, the customer is automatically sent an email containing the property, the outside court, the text of the cancellation policy and a sample cancellation. The property agent will receive a detailed email about the agreements with details of the confirmation, address and property. 

The appropriate values are automatically set in the address and activity entries are created with the texts that have been confirmed.
If an early start is not agreed, a resubmission (+14 days) will be created for the address. This is entered with the user of the confirmation mail. The resubmission is only created if a current or future resubmission is not already entered. The resubmission shall not be deleted if the customer subsequently agrees to the early commencement.

The revocation can only be carried out for one property per email. However, you can send a property to several separate recipients at the same time

Activities and actions

The sending of the emails, the consent of the interested party to the revocation and possible further queries will create an activity / agents log entry.

If terms and conditions, newsletter or contact have been confirmed, the corresponding checkboxes are set in the address data record(tab Basic data >> Category Administration).

Basic procedure

With PDFLink* macros, the attachments are available for download. A property must always be linked if the macros are to be used. There is a separate macro for each of the available fixed query cases _PDFLink (with GTC query), _PDFLinkOhneAGB, _PDFLinkRueckruf, _PDFLinkRueckrufOhneAGB.

The link will be included in the email with a fixed text, without the consent on the website the file etc. cannot be downloaded.

Activities and actions

The sending of the emails, the approval of the interested party, an activity / agents log entry is created.

If terms and conditions or contact have been confirmed, the corresponding checkboxes are set in the address data record(tab Basic data >> category Administration).