Customer communication- manual email/sms

Things come up, and it's important for you to be able to message your customers easily and efficiently. In a few clicks, you can message an entire event roster in one go, send a message to all customers on multiple rosters across one day, or message an individual customer. 


What's covered in this article:

Messages a day's reservations

Message individual event

Message multiple events

Message an individual Customer


Message a day's reservations

If you want to message all customers on all tours on a specific day, i.e., all tours going out Saturday, July 30, you can do so by: 

  1. Navigate to your Dashboard, and choose the date you want to message. Click the three-dot menu to the right and select Message Day's Bookings

A pop-up will appear: 

  1. Use the toggles to choose your message type; you can choose Email and/or SMS 
  2. For Email:
    • Enter the subject and body of your message in the corresponding fields.
  3. For SMS:
    • Enter your message in the body field. You can use up to 160 characters.
    • If you do not see the SMS field, you may need to turn this feature on via the App Store
  4. If you want your guides to be included in this email, toggle on Email Guides.
  5. If you only want to send this message to events that have not yet taken place, toggle on Only Future Events.
  6. You can also select a Custom Message Template you created to send. 
  7. When your message is ready, click Send.

Screen_Shot_2022-10-06_at_9.20.39_PM.png

Message an individual event

If you would like to send a message to every customer on a specific event, i.e., Kahekili's Leap Cliff Hanging - 3 Hours tour at 8:00 am on October 10th.

  1. Navigate to your Dashboard and click on the event
  2. Click Message 
  3. OR click the 3 dots on the dashboard and click Message

Screen_Shot_2022-10-06_at_9.19.13_PM.pngScreen_Shot_2022-10-06_at_9.19.21_PM.png

A pop-up will appear: 

  1. Use the toggles to choose your message type; you can choose Email and/or SMS 
  2. For Email:
    • Enter the subject and body of your message in the corresponding fields.
  3. For SMS:
    • Enter your message in the body field. You can use up to 160 characters.
    • If you do not see the SMS field, you may need to turn this feature on via the App Store
  4. If you want your guides to be included in this email, toggle on Email Guides.
  5. If you only want to send this message to events that have not yet taken place, toggle on Only Future Events.
  6. You can also select a Custom Message Template you created to send. 
  7. When your message is ready, click Send.

Screen_Shot_2022-10-06_at_9.20.39_PM.png

Message multiple events

If you want to message multiple events, you can do so using the Dashboard Day, Week, or List View.

  1. On the Dashboard, use the drop-down menu to select your view of choice.
    • If you want to message multiple events happening on the same day, you can do so using the Dashboard Day View.
    • If you want to message multiple events across different days within the same week, you can do so using the Dashboard Week View.
    • If you want to scroll and message multiple events on an ad hoc basis, you can do so using the Dashboard List View.
  2. Select multiple timeslots using the command + click (Mac) or ctrl + click (Windows).
  3. Click the three-dot menu in the blue bar at the bottom and select Message.
  4. Use the toggles to choose your message type; you can choose Email and/or SMS 
  5. For Email:
    • Enter the subject and body of your message in the corresponding fields.
  6. For SMS:
    • Enter your message in the body field. You can use up to 160 characters.
    • If you do not see the SMS field, you may need to turn this feature on via the App Store
  7. If you want your guides to be included in this email, toggle on Email Guides.
  8. If you only want to send this message to events that have not yet taken place, toggle on Only Future Events.
  9. You can also select a Custom Message Template you created to send. 
  10. When your message is ready, click Send.

Message individual customers 

If you want to message a single customer, you can do this easily by searching for them in the Purchases tab. 

  1. Navigate to the Purchases tab and search for the customer you'd like to send a message.
  2. Select the reservation and click the Message Guests button.
  3. Use the toggles to choose your message type; you can choose Email and/or SMS 
  4. For Email:
    • Enter the subject and body of your message in the corresponding fields.
  5. For SMS:
    • Enter your message in the body field. You can use up to 160 characters.
    • If you do not see the SMS field, you may need to turn this feature on via the App Store
  6. If you want your guides to be included in this email, toggle on Email Guides.
  7. If you only want to send this message to events that have not yet taken place, toggle on Only Future Events.
  8. You can also select a Custom Message Template you created to send. 
  9. When your message is ready, click Send.
  10. The Email and/or SMS will appear in the Timeline below.
    • Customer responses to emails will pass through Xola and be added to the Timeline.
    • Customer responses to text messages will not appear for you in Xola.

message.gif

Note for SMS: Messages cannot exceed 160 characters. If a customer calls the contact number from the SMS message, they will reach a recording that instructs them to contact the Company that they booked with (you!). If you're interested in hearing that automated message, you can call 415-800-1140.

Was this article helpful?
0 out of 0 found this helpful