Navigating Accounts in ACE

The document serves as a guide for navigating accounts in ACE with a clear understanding of ACE's account details, including sections and functionalities.

Account Summary Section

The Account Summary section provides a quick overview of essential information. To customize the information displayed in this section, refer to Account Summary UI Template.

Agents can minimize the summary section by clicking on the small black box in the upper right-hand corner.

Certain elements within the summary section, such as the name, phone number, and address, serve as links to corresponding sub-screens. These links provide easy access to detailed account information.

Phone and Email Color Coding in the Demographics and Summary Sections

ACE includes color coding and status indicators for phone numbers and email addresses in both the Demographics pages and the Account Summary section. This system helps agents quickly interpret contact statuses and ensures consistency across the platform.

Phone Number Color Coding

Phone numbers are displayed with color coding and icons to reflect their status:

• Default (White): No special status.

• Red: "Do Not Contact," "Wrong #," "Reassigned," or "Do Not Call."

  • (Red overrides all other colors.)

• Gray: Inactive status.

  • (Gray overrides green but not red.)

• Green: Opted-in for text messages.

  • (Only shown when no other conditions apply.)

• Verified Status:

  • When a phone number is in the "VERIFIED" status, a green and white checkmark is displayed next to it in the Summary section.

  • This status is automatically updated to "VERIFIED" when a consumer opts in a phone number for text messaging.

Icons for Text-Enabled Phone Numbers

A green chat bubble icon is displayed next to phone numbers that are opted in for texting, replacing the previous black icon. This visual cue signifies that the number is text-enabled and enhances visibility for agents.

Opt-Out Behavior for Text Messaging

When a consumer opts out of text messaging for a phone number, the phone number status is not updated to "DO_NOT_CONTACT". The number remains available for other forms of communication unless explicitly marked otherwise.

Summary Section Display

In the Summary section, only phone numbers with white, green, or verified statuses are displayed.

Email Address Color Coding

Email addresses are displayed with color coding and icons to reflect their status:

• Default (White): No special status.

• Red: "Do Not Contact," "Wrong Email," "Reassigned," or "Do Not Email."

  • (Red overrides all other colors.)

• Gray: Inactive or Bounced status.

  • (Gray overrides green but not red.)

• Green: Opted-in for email.

  • (Only shown when no other conditions apply.)

• Verified Status:

  • When an email address is in the "VERIFIED" status, a green and white checkmark is displayed next to it in the Summary section.

  • This status is automatically updated to "VERIFIED" when a consumer opts in an email address.

Opt-Out Behavior for Email Communications

When a consumer opts out an email address, the email address status is updated to "DO_NOT_CONTACT". This ensures compliance with the consumer's communication preferences.

Summary Section Display

In the Summary section, only email addresses with white, green, or verified statuses are displayed.

Color Coding Priority Rules

• Red statuses override all other colors and indicators.

• Gray statuses override green but not red.

• Green is shown only when no red or gray conditions apply.

• Verified status is indicated by the green and white checkmark and can accompany any color status except red.

Alerts, Pills, and Important Notes

Alerts

• Display: Alerts appear in the blue Utility Bar with a lightning bolt icon and the alert count in parentheses. A sound plays for new alerts. Click the arrow to view the list.

• Chat Alerts: Chat alerts will now always appear at the top of the alert list, with the latest alert displayed first.

• Alert Sound Behavior:

  • Upon login, any elapsed alerts will include a notification sound.

  • While still in ACE:

    • Previously alerts will not repeat.

    • New alerts will include a notification sound.

• Browser cache will retain alert history for 8 hours and will not repeat alerts within this time frame.

• Alert sounds will repeat only once within each 8-hour period based on the browser cache.

• After 8 hours, elapsed alerts will repeat with the notification sound.

Note

The lightning bolt icon will no longer be visible if the user navigates to a different page after logging in.

Account-Specific Pills

• Display: Pills are displayed at the bottom of the Summary Section on the account screen.

• Purpose: These pills serve as visual indicators, categorizing accounts based on specific attributes.

In addition, standard system messages that categorize accounts are represented by "pills" of varying colors. These pills serve as visual indicators of the account's classification.

Create / Change Important Notes

Sometimes there is critical information that everyone accessing an account should know. ACE allows you to display a single important note at the top of the Account Details section, under the Summary Section.

To enter an important note:

1. In the Notate Account section, enter the note text in the Note text box.

2. Check the Important box below the text box.

3. Click Apply or Apply to.

Your important note will appear in the Notes section with your username and will be highlighted in red. It will also display at the top of the Account Details section.

Removing an Important Note

If an important note is no longer relevant, it can be removed from the top of the account. Removing the note from the top does not delete it from the Notes section.

To completely delete an important note:

1. Click the Clear box under the Note text box.

2. Click Apply or Apply to.

A new note will appear in the Notes section with your username, indicating the important note was removed. The important note will also disappear from the top of the Account Details section.

Account Sidebar

The Account Sidebar contains links to various functionalities and tools that facilitate account management and navigation within the ACE system.

Refer to the table below for an overview of each section:

Account Sections

Each section is identified by a gold header bar. Expanded sections retain a gold header bar, while a brown header bar indicates a collapsed section. To expand a collapsed section, click on the brown header bar.

Refer to the table below for an overview of each section:

List Controls

In most of the sections, there are list controls located to the right of the header:

• Print: Prints the section of the page

• Export: Exports the section of the page

• Auto Resize Columns: Adjust columns

• Filter: Allows users to control displayed information. Refer to the Navigate Note Filter for specific instructions on using the filter in the Notes section.

Action Buttons

Action buttons in ACE may look similar but serve distinct functions. Below is an overview: