Message Center

Zr Ware® > Admin > Message Center

This section allows you to define and manage templates for messages sent to customers. You can then associate these templates with specific triggers, ensuring automated message delivery when the corresponding event occurs within the system.

Note: If you are using Campaign Monitor for email templating, create your templates directly within Campaign Monitor. Then, navigate to Admin > Campaign Monitor in Zr Ware® to configure the associated triggers.

Message Center Tabs:

1. Templates: Create and update message templates (both email and SMS).
2. Triggers: Define which template should be sent when a specific event happens in the system.
3. Signatures: Add personalized signatures to emails sent from user accounts.

 

1. Templates

The process for creating both Email and SMS templates is generally the same, although some options may vary depending on the template Type.

To create a new template:

1. Click the "Create New Template" button.

To update an existing template:

1. Select the desired template from the list.

Template Fields:

1. Type: Specifies the type of template you are creating. Available options are Text (for SMS) and Email_Potential_Client (for email).
2. Name: A descriptive name for the template. This name is for internal use and will not be visible to customers.
3. Subject (Email Type only): The subject line of the email. SMS messages do not have a subject.
4. Template: This is where you define the content of your message.
   • Important: When copying and pasting content from external word processors (like Microsoft Word), always paste without formatting. This prevents potential issues with template functionality and display. It is recommended to apply any necessary formatting directly within this editor.
   • Remember to click Save when you have finished creating or editing your template.
5. Click here to add a tag (Email Type only): Clicking this option will automatically add a predefined tag to a lead when this specific email template is sent.
6. Search document templates to be included in this message (Email Type only): Select document templates that you want to attach to this email.
   • Requirement: To ensure the attached documents are accessible to customers, you must include the [Document Portal] token within the body of the email template. This token generates a link that allows customers to view the attached documents.
   • Document templates are created in Admin > Documents.
7. Tokens: Use tokens to insert dynamic content into your messages. Tokens pull information from the system at the time the email or text is sent, ensuring personalized communication.
   • To insert a token:
     1. Click within the Template field to place your cursor where you want to insert the token.
     2. Click on the desired token from the available list.
   • Special Tokens:
     • [OptionalClientName]: This token is used when the client's name might not be available. If a client name exists, the token will automatically include a preceding space.
       • Correct Syntax Example: Hi[OptionalClientName], were you trying to....

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2. Triggers

The Triggers section is where you establish the connection between system events and the message templates you've created. This determines which template will be automatically sent when a specific event occurs.

Important: If you do not want to send an SMS or email for a particular trigger, leave the corresponding template field blank and ensure the "Disable notifications for this binding" option is selected.

Available Triggers:

• Appointment Confirmation Text: Used to send an SMS message to customers confirming their upcoming appointments.
• Appointment Reminder Text: Used to send a final reminder SMS message to customers regarding their appointments.
  • Note: This text is sent using the same buttons as the Appointment Confirmation Text and will only be sent if the job is already confirmed. This means some customers might receive confirmation texts while others receive reminder texts, depending on the job status.
• Booking Review Invitation Text: Sends an SMS message with a link to a review site.
  • Note: The URL for the review site is configured in Admin > Company. This trigger is specifically for Twilio integrations. Bright Pattern and Adminify handle this configuration on their respective platforms.
• ETA Text: The template used when sending an Estimated Time of Arrival (ETA) SMS message to customers.
• Partial Reservation SMS Follow Up: Sends an SMS message to customers who opted into SMS marketing via the online scheduler but did not complete the booking process.
  • Note: The sending time for this message can be adjusted in Admin > Reservations > Online Reservation Notifications.
• Recurring Appointment Expired Text: Triggers when a customer's recurring appointment has expired.
• Recurring Appointment Final Reminder Text: Triggers only if the customer has not yet confirmed their recurring appointment. This will automatically send around 2 days after the first RA text was manually sent out.
• Recurring Appointment Reminder Text: Triggers when an office user clicks the "Send Recurring Appointment Reminder Email" button.
• SMS Marketing Opt In Confirmation: Triggers when a user within the system opts a customer into marketing SMS.
  • Note: This trigger will not activate if the customer opts in directly through the online scheduler, as they have already made a conscious choice to opt in.
• SMS Marketing Opt Out Confirmation: Triggers when a user in the system opts a customer out of SMS marketing.
• User Invoice Link Text: Triggers when a user sends out an invoice link to a customer. This message allows the customer to:
  • Approve the invoice.
  • Answer quality control questions.
  • Add a tip (if enabled).
  • Make a payment from their own device.
  • etc..
  • Important: Ensure you include the [User Invoice Link URL] token in the template. This token contains the unique link to the invoice.
• Waiver Link Text: Triggers when a user sends out a waiver link to a customer, allowing them to review and sign the document.
• Initial Lead Submission: Triggers when someone submits the business form online.

Linking an SMS Trigger:

1. Select the SMS trigger you want to configure.
2. Click on the name of the SMS trigger.
3. Choose the desired SMS template to link to this trigger.
4. Enter a phone number where a test message can be sent for verification.
5. Choose a department (optional): Some SMS triggers can be configured to use different templates based on the department associated with the event.
   • Use the "+Add" button to link a different template to the same trigger for a specific department.
6. Click the "Preview the binding" button to save your changes.
7. Click "I have confirmed this template looks as expected" to finalize the binding.

Linking an Email Trigger:

1. Select the email trigger you want to configure.
2. Choose the desired email template from the list of available templates (created in the Templates section).
3. Click the "Preview the binding" button to save your changes.
4. Click "I have confirmed this template looks as expected" to finalize the binding.

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3. Signatures

This section allows you to associate email signatures with individual user accounts. These signatures will be used when the corresponding user's email address is set as the "from" address for outgoing emails.

Signature Configuration:

1. Filter for user: Use the filter to find the specific user you want to configure a signature for.
2. Select user: Choose the user from the filtered list.
3. Click "Add Image" to upload an image file for the signature.
4. Set as default: You can designate one user as the default for signatures. This default will be used for automatically generated emails where a specific user is not explicitly defined.

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