ServiceCore's Messaging feature streamlines communication with your site contacts, enhancing service delivery and customer satisfaction. This guide delves into managing your messaging preferences, including how to turn messages on or off and the specifics of each message type. Understanding and setting up your messaging preferences correctly ensures your communications are timely, informative, and compliant.
Before You Start
- Pro Plan Subscription: The Messaging feature is exclusively available to ServiceCore Pro Plan subscribers. Learn more about the ServiceCore Pro Plan here.
- Permission Levels: Editing messaging preferences requires Owner or Admin level permissions. Users with Manager level permissions can view but not edit these preferences.
Navigating Messaging Preferences
Access the Messaging Preferences under the Messaging sub-tab to control the flow of communication to your site contacts. Here's how you can tailor your messaging settings:
- Turning Messages On or Off: Adjustments made here affect communication at the company level, allowing for a unified messaging strategy.
- Message Types: ServiceCore offers six distinct messages—Intro Message, Response Message, Driver ETA, Job Scheduled, Job Completion, and Job Incomplete. Each serves a specific purpose in the customer communication lifecycle.
Understanding Specific Messages
Each message incorporates dynamic variables, providing personalized and relevant information to your clients. However, the text of these messages is not customizable to maintain clarity and compliance.
- Intro Message: A mandatory first message that introduces your business and provides opt-out instructions.
- Response Message: Automatically sent when clients reply, indicating that the number is not monitored for responses.
- Driver ETA: Notifies site contacts of the driver's estimated time of arrival when the "Send ETA text" option is used in the mobile app.
- Job Scheduled: Informs the site crew of upcoming jobs, including job type, date, and time window.
- Job Completion: Confirms the successful completion of a job.
- Job Incomplete: Alerts clients if a job was not completed successfully, prompting them to contact the office.
Key Variables and Triggers
Each message type includes specific variables such as Company Name, Company Phone Number, Site Address, and ETA, among others. These are automatically filled based on the job details and actions taken, like a job being marked as done or an ETA being sent from the mobile app.
Take a deeper look at the messages you can send, their associated variables and what triggers them to be sent:
Intro Message
The Intro Message is the first message your clients will receive. It introduces your business, how to contact you, and informs your customer how to opt-out of receiving text messages. For legal compliance reasons, you cannot disable this message. This message is sent immediately after enabling messaging for a contact.
Variables & Values
- Company Name: Your Company's Name
- Company Phone Number: Your Phone Number
Response Message
The Response Message is sent when one of your clients responds to a message you sent to inform them that no one is able to reply to their message and to call the office for more information. This message cannot be disabled.
Variables & Values
- Company Name: Your Company's Name
- Company Phone Number: Your Phone Number
Driver ETA Message
The Driver ETA message informs the site contacts that your driver is on their way and to be ready for their arrival. It is sent to site contacts when a driver selects "Send ETA text" in the mobile app (more below). When the driver takes this call-to-action, we calculate their drive time to the site and send the message.
We made a deliberate decision to require drivers to send the Driver ETA message in order to ensure a more accurate estimated time of arrival (ETA). This helps build trust with clients and improves customer service.
Variables & Values
- Company Name: Your Company's Name
- Site Address: Address of Job Site
- ETA: Calculated Drive Time to the Site
Job Scheduled
It is often your customer contacts that place orders and the team at the site may have no idea the driver is coming. The Job Scheduled message informs the crew at the Job Site that there is a job scheduled so they can be prepared. This message is sent immediately after the job is created and has variations for one-time and repeat jobs.
Variables & Values:
- Job Type: Delivery, Pickup, Exchange, Service
- Company Name: Your Company's Name
- Site Address: Address of job Site
- Job Date: Date of Job
- Time Window: Time of Job (if applicable)
- Repeat Series: How Often Does the Job Occur (if applicable)
- Company Phone Number: Your Phone Number
Job Completion
The Job Completion message lets your clients know that the job has been completed successfully. This message is sent anytime a job is moved to "Done" with a status of "Complete".
Variables & Values
- Job Type: Delivery, Pickup, Exchange, Service
- Company Name: Your Company's Name
- Site Address: Address of job Site
Job Incomplete
The Job Incomplete message lets your clients know that the job has been done, but was not able to be completed successfully. The message provides them with a prompt to call the office for more information. This message is sent when a job is moved to "Done" with any status other than "Complete".
Variables & Values
- Job Type: Delivery, Pickup, Exchange, Service
- Company Name: Your Company's Name
- Site Address: Address of job Site
- Status: Unable to Service, Partial service
- Company Phone Number: Your Phone Number