Customer Communication - Automatic Email/SMS

Xola will automatically send emails and/or SMS to your Customers on your behalf. You can set up Notification preferences for these communications under the Settings tab. These emails go to Customers at various times during the experience. They range from confirmation of purchases to reminders, modifications, reviews, etc. 


What's covered in this article:

How to change your notification preferences 

Purchase request email/SMS

Purchase confirmation email/SMS

Purchase reminder email/SMS

Customer Emails Displayed in Google Products

Purchase updated email/SMS

Purchase canceled email/SMS

Other types of automatic emails/SMS


How to change your notification preferences 

Email communications will be automatically set up the first time you create an Experience

To set up SMS communication, you will first enable it through the App Store by navigating to App Store > Text Communication (SMS) > Click Install > Agree to the terms of service.

Note: If you need help accessing this feature, you can contact support@xola.com.

Once you have created an Experience and enabled your account for SMS, you can follow the steps below to configure automatic Email and SMS notifications.

  1. Navigate to Settings > Notifications.
  2. Under Sent to My Customers, use the toggles for confirmations and notifications you would like to send to your customers via Email and/or SMS.

Customer Communication - Automatic Email:SMS .png

You can also override the default timing on some of the notifications that go out to your customers. To learn more about this, please click here.

The remainder of the article will show you examples of each email and SMS sent to your Customers: 

Purchase request email/SMS

If you have a Manual Accept Experience enabled, your Customers will receive the following email when they make a purchase: 

Subject Line: Purchase Request: [Tour Name] on [Tour Date] 

Customer Communication - Purchase Request Email.png

Purchase confirmation email/SMS

Each purchase after it is made and/or approved will be sent the following confirmation email/SMS:

Subject Line: Purchase Confirmed: [Tour Name] on [Date]([Confirmation Code ])

 

Customer Communication - Purchase Confirmed Email.pngIMG_1644.png

Purchase reminder email/SMS

 Xola can be configured to send out a reminder email the day before the tour:

Subject Line: Reminder - ([Confirmation Code ])[Tour Name] on [Date]

Customer Comms Automated Reminder Email.gif

IMG_0892.jpg

Note: Any email sent to the tour's non-organizer will NOT include any of the payment summaries. 

Customer Emails Displayed in Google Products

Xola now sends structured data in confirmation and reminder emails that Google processes to show information and actions in Google products like Gmail, Outlook, Google Calendar, etc. This may (depending on their settings) automatically add an event to your Customer's Google Calendar, generate contextual cards shown when the event is coming up, and/or appear in relevant search results.

Here is an example of how a confirmation email appears in Outlook:

Customer Comms Automated - Outlook.jpg

 

Here is an example of a Google-generated calendar event based on the confirmation email: 

Customer Comms Automated - Google Calendar.jpg

 

Purchase updated email/SMS

When you modify a purchase, you can choose to send your Customer a notification email and/or SMS informing them of the changes. The email below reflects the change to a reservation time.

Subject: Your purchase has been updated ([Confirmation Code ])

 

Customer Comms Automated - Purchase Modified Email.pngCustomer Comms Automated - Purchase Mod Text.png

Purchase canceled email/SMS

If you cancel a purchase, Xola can be configured to send your Customer communication notifying them of the cancellation and any applicable refunds.

Subject line: Purchase Canceled: [Experience Title] on [Date + Time]

 

Customer Comms Automated - Purchase Cancelled Email.pngCustomer Comms Automated - Cancelled Texts.png

 

Other types of automatic emails/SMS

These emails are only sent if you have these features turned on in your Xola account: 

Gift Emails

Review Emails

Gratuity

Waitlist

Split Payment

Xola Waivers 

Net Promoter Score

Abandon Reservation Recovery

Packages

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