Documents

Letters, memos, sale proposals, order confirmations, terms & conditions - there’s a huge amount of documents pertaining to customer relations. This section takes a deep dive into how to manage those documents with CRMScript.

🛈 Note
Don’t confuse document entities with documents in the customer service knowledge base or entities connected to SuperOffice Quote!

Document properties vs. the file itself

Information about the document is stored in the document table and managed through the NSDocumentAgent and its corresponding carriers.

The document files we are dealing with here are stored in a central repository (so_arc).

Documents vs. activities

Documents are part of a broader group of entities labeled activities:

  • follow-ups
    • meeting
    • to-do
    • follow-up
  • documents
    • document (this section)
    • email
  • mailings and form submissions
  • chat sessions
🛈 Note
It is important to understand the distinction between activities and documents. When you get data from the appointment table or use the CRMScript NSAppointment class, it is crucial that you pay attention to the type field.

There’s always a corresponding appointment record for a document. You can navigate the relation between them in both directions. Each document-type appointment record has a corresponding document record - always. However, the document-type appointments are not visible in the UI and they should not be mistaken for linked activities.