Messaging System

Configure automated SMS text messaging to engage with leads and customers automatically.

Accessing Messaging Configuration

Select your business
Click Messaging in the sidebar
You'll see several messaging subsections

Messaging System Overview

As stated at the top of the main messaging page:

"General messaging configuration for a business."

The messaging system allows you to automate text message conversations with leads from various sources like Yelp, Google Local Services Ads, and other channels.

Messaging Subsections

The messaging system is divided into several configuration pages:

1. Opening, Follow Ups, Thank You

Configure the messages sent at different stages of the conversation:

Opening Messages:

First message sent to new leads
Makes immediate contact
Sets the tone for the conversation

Follow-Up Messages:

Sent if customer doesn't respond
Keeps conversation active
Multiple follow-ups possible

Thank You Messages:

Sent after successful interaction
Shows appreciation
Encourages reviews or future business

How to Configure:

Go to Messaging → Opening, Follow Ups, Thank You
Enter your message templates
Use variables for personalization (see below)
Save your messages

Example Messages:

Opening:

Hi [Customer Name]! This is [Business Name]. Thanks for your interest in [Service]. 
I'd love to help! When would be a good time for us to come out?

Follow-Up:

Hi [Customer Name], just following up on your [Service] request. 
Are you still interested? I have availability this week. Just reply YES!

Thank You:

Thanks for choosing [Business Name]! We appreciate your business. 
If you have a moment, we'd love a review: [Review Link]

2. AI Activated Hours

Control when automated messaging is active:

Purpose:

Set specific times when AI messaging is enabled
Different from business hours
Can be 24/7 or limited hours

Configuration:

Go to Messaging → AI Activated Times (or Activated Hours)
Select days and times when messaging should be active
Choose whether to be active outside business hours
Save settings

Use Cases:

24/7 Activation:

Never miss a lead
Immediate response any time
Best for competitive markets

Business Hours Only:

Messages during work hours
After-hours leads get next-day response
More personal approach

Custom Schedule:

Different hours per day
Weekend-only automation
Seasonal variations

3. Lead Forward Preferences

Configure where and how leads are forwarded:

What It Controls:

When to forward leads to email
SMS notifications to team members
Integration with other systems
Lead routing rules

Configuration Options:

Go to Messaging → Lead Forward Preferences
Set up forwarding rules:
- Forward all leads to email
- Send SMS to specific team members
- Forward only high-priority leads
- Set up lead assignment rules
Enter email addresses and phone numbers
Save preferences

Example Setup:

All Yelp leads → Forward to owner's email + SMS
Google LSA leads → Forward to sales team email
Website leads → Forward to info@business.com

4. Delivery Locations

Manage where your business delivers or provides service:

Purpose:

Define service areas
Set up delivery zones
Specify coverage areas
Configure travel fees (if applicable)

How to Add Locations:

Go to Messaging → Delivery Locations
Click Add Location
Enter location details:
- Location name or area
- Zip codes served
- Radius from your address
- Special notes
Save location

Why It Matters:

AI knows if you serve a customer's area
Can automatically qualify or disqualify leads
Provides accurate information to customers
Prevents booking in areas you don't serve

Example Configurations:

Service Radius:

Location: Springfield Metropolitan Area
Coverage: 25 miles from main office
Includes: Springfield, Shelbyville, Capital City

Specific Zip Codes:

Location: Downtown Area
Zip Codes: 90210, 90211, 90212, 90213
Travel Fee: None

Multiple Service Areas:

Location 1: North County (25 mi radius, no fee)
Location 2: South County (15 mi radius, $25 fee)
Location 3: East Valley (special service area)

5. Conversations

View all text message conversations:

What You'll See:

Go to Messaging → Conversations
List of all text conversations for this business
Each conversation shows:
- Customer name/number
- Recent message preview
- Timestamp
- Conversation status
- Source (Yelp, Google, etc.)

Conversation Details:

Click any conversation to view full thread
See all messages sent and received
View automated vs. manual messages
See timestamps and delivery status
Customer information and lead details

Managing Conversations:

View conversation history
See which messages were automated
Identify conversations needing attention
Monitor message effectiveness

6. Playground

Test your messaging configuration in a safe environment:

Purpose:

Test messages before going live
See how conversations flow
Verify automation works correctly
No real customers affected

How to Use:

Go to Messaging → Playground
Start a test conversation
Enter test customer information
Simulate different responses
Watch automation in action
Review the conversation flow

What to Test:

Opening messages display correctly
Follow-ups trigger at right times
Variables populate with correct data
Service area checking works
Appointment scheduling functions
Thank you messages send properly

Testing Scenarios:

Scenario 1: Interested Customer

Customer responds positively
Books appointment
Receives confirmation

Scenario 2: Out of Area

Customer is outside service area
Gets appropriate message
No appointment offered

Scenario 3: No Response

Customer doesn't reply
Follow-ups send automatically
System marks as unresponsive

Scenario 4: Questions

Customer asks questions
AI provides answers from FAQs
Offers appointment when ready

Message Variables

Use variables to personalize messages:

Common Variables:

[Customer Name] - Customer's first name
[Business Name] - Your business name
[Service] - Service they're interested in
[Phone] - Your business phone
[Website] - Your website URL
[Today] - Today's date
[Time] - Current time

Example with Variables:

Hi [Customer Name]! Thanks for contacting [Business Name] about [Service]. 
I can schedule you as soon as [Today]. Would morning or afternoon work better?

Renders as:

Hi John! Thanks for contacting ABC Plumbing about drain cleaning. 
I can schedule you as soon as Monday, Dec 25th. Would morning or afternoon work better?

Message Best Practices

Opening Messages

Do:

✅ Respond quickly (within 5 minutes)
✅ Be friendly and professional
✅ Reference their specific request
✅ Offer next steps (schedule appointment)
✅ Keep it concise (1-2 sentences)

Don't:

❌ Send long paragraphs
❌ Use too many questions
❌ Delay first response
❌ Be too sales-y
❌ Forget to introduce yourself

Follow-Up Messages

Timing:

First follow-up: 4-6 hours after opening message
Second follow-up: Next day
Third follow-up: 2-3 days later
Don't follow up more than 3-4 times

Approach:

Be persistent but not pushy
Add value with each message
Offer different options
Make it easy to respond (Yes/No questions)

Thank You Messages

Include:

Genuine appreciation
Service recap
Review request (if appropriate)
Future contact information
Special offer (optional)

Timing:

Send after service completion
Or after successful appointment booking
Not immediately - wait an hour or two

Automated vs. Manual

Automated Messages

When They're Sent:

New lead comes in (opening message)
No response after set time (follow-ups)
After appointment booked (confirmation)
After service completed (thank you)

Benefits:

Instant response time
Never miss a lead
Consistent messaging
Works 24/7
Scales infinitely

Manual Messages

When to Send Manually:

Complex questions requiring human judgment
Sensitive situations
VIP customers
Complaints or issues
Custom quotes or pricing

How to Send:

Most platforms don't allow manual SMS from the UI
Automated system handles all messaging
Focus on perfecting automated templates

Monitoring Performance

Key Metrics to Track

Response Rate:

% of customers who respond to opening message
Target: 40-60%
Higher = better opening message

Conversion Rate:

% of conversations that lead to appointments
Target: 30-50%
Indicates message effectiveness

Average Messages to Conversion:

How many messages before appointment
Fewer is better
Target: 2-4 messages

Time to First Response:

How quickly opening message is sent
Target: Under 1 minute
Critical for conversion

Improving Performance

If Response Rate is Low:

Make opening message more engaging
Add urgency or value proposition
Personalize more
Test different approaches

If Conversion Rate is Low:

Make booking easier
Offer specific times
Reduce friction
Address common objections

If Too Many Messages Needed:

Get to the point faster
Ask for appointment earlier
Provide clearer call-to-action
Simplify conversation flow

Compliance and Best Practices

Legal Requirements

Consent:

Only message customers who contacted you
Include opt-out option
Honor opt-out requests immediately

Opt-Out Language:

Include in first or second message
Example: "Reply STOP to opt out"
Must honor within 24 hours

Identification:

Clearly identify your business
Include business name in messages
Provide contact information

Industry Best Practices

Timing:

Don't text before 8 AM or after 9 PM (local time)
Respect time zones
Avoid holidays (unless emergency service)

Frequency:

Don't spam
Space out follow-ups
Maximum 1 message per day (unless customer responds)

Tone:

Professional but friendly
Match your brand voice
Be helpful, not pushy
Show empathy

Troubleshooting

Messages Not Sending

Check:

AI Activated Hours are configured
Hours include current time
Phone number is verified
Service area includes customer location
No opt-outs from customer

Messages Sending Wrong Content

Fix:

Review message templates
Check variables are correct
Verify data sources (FAQs, business info)
Test in playground
Update outdated information

Low Response Rates

Improve:

Personalize messages more
Send faster after lead comes in
Make messages more engaging
A/B test different openings
Add value proposition

Customers Complaining

Address:

Review message tone
Reduce frequency
Honor opt-outs promptly
Train on empathy
Escalate complex issues to humans

Next Steps

After configuring messaging:

Test in Playground - Verify everything works
Monitor Conversations - Check actual customer interactions
Set up Phone Agent - Add voice automation
Add Knowledge Base - Improve AI responses

Important: Spend time crafting and testing your messages. They're often the first interaction customers have with your business!