# Internal Communications

## :thinking: How does it work?

Set up an Activity with the relevant Trigger and Segment followed by the Action(s) reflecting what type of internal communication(s) you'd like to make use of.

{% hint style="success" %}
✨ **User example:**\
You'd like to trigger an internal SMS to the VIP Key Account Manager for Norway when any Norwegian VIP players have a failed deposit of €1,000 or more. \
\
These are the component setups:\
\
**Trigger:** \
Failed deposit of €1,000 or more\
\
**Segment:** \
Norwegian VIP Players\
\
**Action:** \
Send SMS - with a setup according to the [**following explanation**](#send-sms)
{% endhint %}

## Internal Communication Options

Let's take a look at the different internal communication options we have in a little more depth and how to use them:

* [**Player Tagging**](#player-tagging)
* [**Slack**](#slack)
* [**Send Email** ](#send-email)
* [**Send SMS**](#send-sms)

### :label: Player Tagging

**Give your players a Tag** on a specific player engagement so that you easily can **re-target the tagged players** at a later point.

![Player tagging through an action](https://3654650655-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MGrxN2ttYCb8JwJc2TS%2F-MGy0t0LP1qeZ-pjznzS%2F-MGy1-pnQtZugz2yPvvk%2Fimage.png?alt=media\&token=cdc16d85-e3c2-462e-b37e-955827c06ca3)

\
:star2: **Create a segment using the player tag for further engagement**

![Create a segment using player tags](https://3654650655-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MGrxN2ttYCb8JwJc2TS%2Fuploads%2FjmTG1zPEXfvIJ9JbxeaA%2FScreenshot%202024-04-01%20at%2018.21.26.png?alt=media\&token=c8dec2de-55e8-4b72-b65f-e891f3c5bd0e)

### :mega: Slack

**Send an internal Slack message in the relevant channel or a direct message to a team member** **when a specific player engagement occurs onsite.**

When setting up an internal Slack message simply follow the instructions and fill in the three fields in the Action Data setup. 

**Message to Channel**

In the example below, we've created a message that will send to a Slack **channel** by the name ***big-win-channel,** which will be the recipient.*

![Send internal Slack message to a channel](https://3654650655-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MGrxN2ttYCb8JwJc2TS%2F-MGy0t0LP1qeZ-pjznzS%2F-MGy1Y7F7Q6J8LcAbqAS%2Fimage.png?alt=media\&token=bf802ad5-41e6-4270-8383-44ef307ffe3a)

**Direct Message**

In the example below, we've instead set up a **direct message** to a specific person: John Doe.

![Send internal Slack message to a specific person ](https://3654650655-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MGrxN2ttYCb8JwJc2TS%2Fuploads%2F7J9xjs69lNV7H5uA2BRo%2Fimage.png?alt=media\&token=aab99668-e1ab-4e93-8ba2-bbb25af81a55)

In the 'Recipient' field you need to enter the username of the person to who you want to send the message. 

To get someone's Slack username, they need to locate it from their profile on a desktop with the following steps: \
\
Click the picture in the bottom left corner > Profile > More (Three dots) > Account Settings > Username (at the bottom of the page) > Click **Expand**. 

Here you can find the username.

![](https://3654650655-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MGrxN2ttYCb8JwJc2TS%2Fuploads%2Fh53d6vl2f8FZGoDaKA5C%2Fimage.png?alt=media\&token=51447a10-dd48-460b-992c-be17094f9bb3)

{% hint style="info" %}
**🧠 Note:** When you select the "Direct Message" option, the messages are sent by the Slackbot.
{% endhint %}

{% hint style="danger" %}
**Warning**\
Please note: 

If a Username or Channel is used in an action and any of the following occurs: 

\- The Username is changed\
\- The User is deactivated\
\- The Channel is deleted\
\- The Channel is renamed

The service will get stuck if the Action is fired. This means that the service won’t be able to process any more messages until the “broken message” has been removed.

If you suspect that this has happened, please report it to Fast Track as soon as possible. 
{% endhint %}

### :envelope\_with\_arrow: Send Email

**Send an internal email to the relevant team member(s)** **when a specific player engagement occurs onsite.**

Within the email set up you need to **change the email variable**, in the "Enter Recipient's Email" field, **to the relevant email address** and make sure to **override the consent** by ticking the box. 

![Send an internal email](https://3654650655-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MGrxN2ttYCb8JwJc2TS%2F-MGy0t0LP1qeZ-pjznzS%2F-MGy1pgMMsIJOJXVWplN%2FFT-CRM-Oboarding_ACTIONS_Internal-Communication_Send-Email.gif?alt=media\&token=66287783-cc15-4fb0-8017-1a5ef3592abc)

{% hint style="success" %}
:brain: **Note:** The email action looks at the opt-in status of the player in the Segment which triggered the Activity. If the player doesn't have email consent **the internal email wouldn't trigger unless the opt-in status is overruled**.  
{% endhint %}

### :speech\_balloon: Send SMS

**Send an internal SMS to any relevant team member(s)** **when a specific player engagement occurs onsite.**

To send an SMS internally you need to change some settings in the action data of the SMS.\
The "Recipient's Mobile Number" should be changed **from the variable to the relevant mobile number**, and like with the internal emails you also need to **override the opt-in status** by ticking the box. \
You can also tick the box to remove the stop text, as it wouldn't be relevant for an SMS sent internally.

![Send an internal SMS](https://3654650655-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MGrxN2ttYCb8JwJc2TS%2F-MGy0t0LP1qeZ-pjznzS%2F-MGy2KL-eZ93ByJS3s0R%2Fimage.png?alt=media\&token=c8a82f77-58bb-473a-9a60-a8fda6a1e4f9)

{% hint style="success" %}
:bulb:**Tip:** If you'd like to **send multiple internal SMS or Email communications**, you simply need to add additional actions within the same activity and enter the mobile number(s)/email address(es) accordingly. 
{% endhint %}