This document outlines the functionality, backend logic, and setup process for the Partial Reservation SMS Follow-Up feature in Zr Ware®.
Table of Contents
1. Overview
The Partial Reservation SMS Follow-Up feature automatically sends a text message to customers who begin the online booking process and opt into SMS marketing but do not complete their reservation. This serves as a helpful reminder to encourage them to finalize their booking and helps recover potentially lost revenue.
2. How It Works
This feature is controlled by a trigger located at > > named Partial Reservations SMS Follow Up.
When an SMS template is bound to this trigger, the system will automatically send the specified message to customers who have created a partial, unprocessed online reservation.
Backend Logic and Rules
The system adheres to the following rules when sending follow-up messages:
- Time Window: Messages are only sent between 8:00 AM and 7:00 PM, based on the company's local time zone.
- Full-Day Closures: Messages are not sent on days designated as full-day closures (i.e., when all routes are closed for the entire day).
- Catch-Up Mechanism: To account for partial reservations made outside of business hours or on closure days, the system periodically checks for any qualifying reservations created within the last 48 hours and sends the follow-up messages accordingly.
- Frequency Cap: A customer will not receive more than one partial reservation follow-up text within a 48-hour period.
- Departmental Jobs: If a job is split by department, the customer will still receive only a single, consolidated text message.
- Send Delay: The delay (in minutes) between the creation of a partial reservation and the sending of the SMS is determined by the value set in > > .
- Completion Check: No message will be sent if the customer completes a booking after the initial partial reservation record was created.
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Exclusion of "Processed" Reservations: The system will exclude any partial reservations that are considered "processed." A reservation is marked as processed if a user takes any of the following actions from the > view:
- Deletes the partial reservation.
- Selects "Add as Client" for the partial reservation.
- Proceeds to create a new booking from the partial reservation.
3. Configuration Guide
Follow these steps to enable and configure the Partial Reservation SMS Follow-Up.
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Create an SMS Template Navigate to > > . If a suitable template does not already exist, create a new one for the partial reservation follow-up message.
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Bind Template to Trigger From the Message Center, select the Triggers tab. Find and click on the Partial Reservation SMS Follow-Up trigger in the list.
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Select Template and Test In the trigger configuration screen, select the template you created from the Template dropdown list. Enter your own cell phone number in the Preview Text Number field to send a test SMS and verify its appearance.
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Preview the Configuration Click the blue button to preview the changes from your phone.
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Confirm the Template Once you have received the test message and confirmed it looks correct, click the I have confirmed this template looks as expected button to finalize the setup.
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Set the Send Delay Navigate to > > . Enter the number of minutes the system should wait after a partial reservation is created before sending the SMS follow-up.
Important: This setting may affect other system notifications. Please review the main Reservations documentation for a complete understanding of its impact.
4. Monitoring and Reporting
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View Sent Messages: You can review a log of all sent Partial Reservation SMS Follow-Up messages on the > screen.
- Analyze Performance: To measure the effectiveness and revenue generated by this feature, use the Revenue by SMS Partial Reservation Follow Up report.
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