We’ve updated the Thank You & Reviews messaging system to give you more control over timing, frequency, and customization of messages. Easily manage how and when your shop sends follow-up emails or texts, and direct customers to leave reviews.
Access Thank You Message Settings
- Open shop Settings
- Select Communication
- Select Post Visit
- Select Thank You
Timing & Frequency Settings
Thank You messages are sent according to customer communication preferences, with the frequency and timing options outlined below.
Frequency
Thank You email and/or text messages will be sent to customers in accordance with the customer’s communication preferences at the following frequency (shops select ONE):
| Description | Frequency |
| after every visit | After each visit regardless of the last time the customer received one |
| once a month max | After each visit where they have not already received one in the last 30 days |
| once per quarter max | After each visit where they have not already received one in the last 90 days |
| once per 6 months max | After each visit where they have not already received one in the last 180 days |
Timing
Thank You email and/or text messages will be sent out in accordance with the above at one of the following times:
| Timing | Description |
|
Send at the end of the day |
Send Thank You messages at the end of the day, a time selection will be provided. |
| Delay sending |
Delay sending will allow the shop to send the Thank You messages in the days following their visit. Example: If a customer visits the shop on Monday and the shop has a 2 day delay, the Thank You message will be sent on Wednesday at the time specified. |
| Specific day | Batch all Thank You messages to send a specific day and time of the week. |
| Send immediately at closeout |
Send Thank You messages immediately after the RO is closed. |
Note: If the message is scheduled outside of texting hours, a popup advise text messages will not be sent until texting hours resume.
Templates
Email Templates
Two template options are available with the following customizable elements:
- Subject line
- Message body
- Bold, italics, underline
- Font size, color, highlight color
- Hyperlinks
- Justification - left, center, right
- Image - can be added to the message body.
- Primary image
- Uses the Shop Owner Image by default
- Selecting Upload Image will change the image for this email only.
- If there is no shop owner image in settings, the stock photo of the man crossing his arms in the mockups above will be used.
- Placeholders - select items in blue from the Placeholders menu, to copy the text and paste it into the message body.
Call to Action Buttons
The appearance of the email and landing page differ based on the Call to Action button selection.
Review Links
This option will direct customers to a social site or custom URL when Leave a Review is selected and give them the option to contact you directly when We'll Make it Right is selected. More information on the settings and options is listed below.
| Option 1 - Reviews | Option 2 - Reviews |
Custom CTA
To include a link to a specific webpage, select Custom CTA as the Call to Action Button. Then, use the Button Settings to provide the text for the button and the URL to direct users to when it is selected.
| Option 1 - Custom CTA | Option 2 - Custom CTA |
No Action
When No Actions is the Call to Action Buttons selection, the email does not feature a call to action button and instead only displays the message text.
| Option 1 - No Action | Option 2 - No Action |
Review Settings
Leave a Review Settings
If you have the Call to Action setting to Leave a Review turned on, you also have the following options when it comes to where to send customers to leave reviews for your shop:
- Google Reviews only
- Google Reviews for all Gmail addresses
- Secondary source options are shown if these social sites are set up. If multiple secondary source options are checked, customers will be split evenly between the selected options.
- Custom URL - send customers to a specific URL
We’ll Make it Right Landing Pages
The landing page where a customer is directed after selecting We’ll Make it Right matches the design of the email template option (above).
The We’ll Make it Right page will use the same image featured in the email. The following is customizable. (shown in We’ll Make it Right Settings below):
- Contact Name
- Contact Signature
- Contact Phone Number
| Option 1 - We'll Make It Right | Option 2 - We'll Make It Right |
We’ll Make it Right Response Notifications
When a customer sends a message via the We’ll Make it Right landing page, there are 3 ways for the shop to be notified:
- Specific Email Addresses
- Failsafe Email Address (default)
- Conversation Center - shown as an incoming message
Text Messages Template
Customize the Thank You text message:
- Customize text message body
- All links in text messages will open a landing page with the “Leave a Review” and “We’ll Make it Right” links instead of sending the customer directly to the review website.
- The appearance of the landing page will be a webpage version of the thank you email.
Note: If any Call to Action Button option, other than No Actions, is selected, [R URL] will be required in the text message.
The placeholder [SN] (Shop Name) will always be required.
If you have any questions, please reach out to our support team by selecting Submit a Request in the top right corner of this page.