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 bookings

Message individual timeslot

Message multiple timeslots on different days

Message an individual Customer


Message a day's bookings

If you want to message all customers on all tours on a specific day, i.e., all tours going out Monday, September 1 you can by the following steps: 

  1. Navigate to your Dashboard, choose the date you want to message and select Message Day's Bookings

A pop up will appear: 

  1. In the Email field, enter in your subject and message.
  2. You can also send a SMS as well.
    • If you do not see the SMS field you may need to turn this feature on via the App Store
  3. If you want your guides to be included on this email, toggle on Email Guides.
  4. If you only want to send this message to events that have not yet departed, toggle on Only Future Events.
  5. When your message is ready, click Send.

 Screen_Shot_2020-09-01_at_2.34.32_PM.png

Message individual timeslot

If you would like to send a message to every customer on a specific event, i.e., Puzzle Room tour at 3:30pm on September 1st.

  1. Navigate to your Dashboard and click into the timeslot
  2. Click the Actions button at the top of the roster>Send Message

Screen_Shot_2020-09-01_at_2.42.03_PM.png

A pop up will appear: 

  1. In the Email field, enter in your subject and message.
  2. You can also send a SMS as well.
    • If you do not see the SMS field you may need to turn this feature on via the App Store
  3. When your message is ready, click Send.

Screen_Shot_2020-09-01_at_2.43.15_PM.png

Message multiple timeslots on different days

If you want to message multiple timeslot across different days within the same week, you can do so using the actions from the Dashboard Week View.

  1. Select multiple timeslots using command + click.
  2. Click the gear icon on the yellow bar at the bottom and select Message.
  3. In the Email field, enter in your subject and message.
  4. You can also send a SMS as well.
    • If you do not see the SMS field you may need to turn this feature on via the App Store
  5. If you want your guides to be included on this email, toggle on Email Guides.
  6. If you only want to send this message to events that have not yet departed, toggle on Only Future Events.
  7. When your message is ready, click Send.

message_multiple_days.gif

 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 to whom you'd like to send a message.
  2. In the customer purchase, scroll to the Timeline section.
  3. Select the Communication tab.
  4. Click the box for Email and/or SMS
  5. Give your email or SMS message a subject and write your message.
  6. Press Send
  7. The Email and/or SMS will show up in the message chain below.
    • Customers responses to email will pass through Xola and be added to the message chain
    • Customer responses to text messages will not appear for you in Xola.Message.gif

Note for SMS: Messages that exceed 160 characters will be sent as 2 separate texts. 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.

 

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