Best practices: Create & Manage Saved Replies
Saved Replies allow you and your team(s) to save common responses to frequent questions. It’s also a great tool for outgoing Welcome Messages, Reservation / appointment confirmations, or promotional announcements. It will increase efficiency and standardize messaging to your customers.
- Creating a Saved Reply
- Personalizing Saved Replies
- Using Saved Replies
- Modifying or Deleting Saved Replies
1. Creating a Saved Reply
1) On the main dashboard, click on the “Message Cloud” icon to bring up the Saved Replies Tool. You’ll notice that, based on your industry, we have pre-loaded Saved Replies to give you a head start!
2) Click on “Manage Saved Replies”
3) Click on “New Saved Reply”
4) Update the Descriptionand Reply Messagefields:
Description: is what will appear in the list of “Saved Replies”, choose something direct so you and your team will be able to reference the correct reply. Examples: “Address & Parking Info”; “Appointment Confirmation”.
Reply Message: here’s where you’ll type the copy for your saved response that will go out to your guests/customers.
5) Click “Save” to save your new Saved Reply!
2. Personalizing Saved Replies
These Saved Replies can be used as templates and each can be inserted to a message and modified before being sent out.
Suggested Best Practices:
1) Use Template Variables in your Saved Replies. This will auto fill with dynamic information such as the guest/client name.
2) For dynamic information that is not covered by our Template Variables, use easy to spot place holders like asterisks (*) to denote parts of the message that need to be updated with the correct information (IE. Appointment Time).
3. Using Saved Replies
1) Click on the “Message Cloud icon” to pull up your Saved Replies and click on the Reply you wish to use.
2) The “Saved Reply” will auto fill the message field.
3) Now you can review the message being sent and make any necessary modifications to personalize the message.
4) Once you’re satisfied with the message you can send it to your guest/customer by clicking “Send Message”.
4. Modifying or Deleting Saved Replies
1) Click on the “Message Cloud icon” to pull up the Saved Replies Tool, and click on “Manage Saved Replies”.
2) You’ll view all of your Saved replies and can either “Edit” or “Delete” any of your Saved Replies.
