Customer messages
Messages is a unified customer inbox that brings your existing customer communications across email, SMS and BookApp into one thread.
There is no change to the communication sent to your customer, the only difference is that you can now view and reply to it all in one place.
If you do not wish to use the 'Messages' tab, this is completely fine, you can just ignore it and keep communicating with your customer as usual.
HOW MESSAGES WORKS
Email - All emails to your customer, and replies will be logged here, including:
- Automated system emails (eg appointment confirmations & reminders)
- Email marketing campaigns
- Once-off emails you've sent to your customer via Ovatu
- Customer replies to any of the above emails. (You are notified of these with a '1' alert)
You and your customer can continue to communicate via email, all the emails will be logged in your 'Messages' tab.
If you like, you can choose to reply via the 'Messages' tab, the email will reach your customer all the same.
SMS - All system SMS, and replies, including:
- Automated SMS reminders (either sent using the Ovatu system number, or your own number)
- Once-off SMS sent to your customer using the Ovatu system number
- Customer replies to Ovatu system number SMS (You are notified of these with a '1' alert)
SMS ARE SUBJECT TO STANDARD OVATU SMS BILLING
(Any once-off SMS sent using your own number, are not logged in the 'Messages' tab and are not subject to Ovatu SMS billing. Replies to any messages sent from your own number are also not logged in the 'Messages' tab)
BookApp *NEW*
BookApp is Ovatu's customer facing online booking app for iOS and Android.
BookApp also has a 'Messages' tab where your customer can see all communications they've had with your business, including:
- All emails and replies sent between them and your business
- All system number SMS and replies sent between them and your business
- Any meesages they have sent you via BookApp and replies to these
You can only communicate with your customer via BookApp, if they have BookApp installed
WHERE TO FIND MESSAGES
- Click Messages from the left hand menu (if you're on the iOS or Android app, you'll find it in the bottom menu)
- Select a customer from the list to open their conversation
- Click on the Customer details button at the top right to show/hide their column on the right
SENDING A MESSAGE
Open the customer’s conversation, then:
- Enter the body of your message into the field
- Add files or items by clicking on the paperclip icon in the message field or from the right hand menu, such as customer appointments, sales etc.
- Select the channels you need:
- SMS
- BookApp (only available for customer who have it installed)
- Click Send
FILTERING MESSAGES
To help find specific messages:
- Use the Search field to look up specific customers
- Filter by All or Unread messages
- Filter by Conversations, Bookings, Reminders, Sales, Forms, Marketing or Account
