SMS Marketing in Zr Ware®

SMS Marketing in Zr Ware®

This document outlines how SMS marketing works in Zr Ware®, including opt-in processes, confirmation texts, integrations, and reminders for CSRs.

SMS Marketing Opt-In

• Customers using the Online Booker and users in Zr Ware® will see an SMS marketing opt-in box when creating or editing a contact or booking.

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SMS Confirmation Texts

Zr Ware® sends SMS Marketing Opt-In Confirmation texts based on the following rules assuming the phone number had not previously replied "STOP" as their last message:

Zr Ware® Application: A confirmation text is always sent when a customer opts in to SMS marketing.

Online Booker:

• New phone number for existing contact: Confirmation text will send as long as that phone number had not previously replied "STOP" as their last message.
• Existing client with new phone number or new contact: Confirmation text sent.
• Existing contact with existing phone number: Confirmation text not sent.
• New client with new phone number: Confirmation text not sent.

Important Notes:

• A template must be set up and connected to a Trigger in Admin > Message Center for the SMS Marketing Opt-In and Opt-Out Confirmation texts to send.
• Partial booking opt-in statuses are not currently added to any marketing list.

Provider Integrations

Podium

• Zr Ware® to Podium Sync: Most of this is automatic. Any change with the SMS marketing opt in in Zr Ware or the online booker should sync immediately to Podium (Unless a customer has previously replied with "STOP". Podium blocks any messages that go out until the customer responds with "JOIN" or "START"). Transactional opt ins do not sync automatically to Podium. Podium doesn't provide an API to do this. This means it is possible for Zr Ware and Podium to not be in sync with the opt in status. It is recommended when asked to opt out of transactional sms, they be manually opted out in Zr Ware and Podium.
• Podium to Zr Ware® Sync: This is mostly automatic. Podium sends opt-in/out status updates to Zr Ware® nightly.
• RULES:
  • If a customer replies with "REMOVE", they will be opted out of Marketing SMS.
  • If a customer replies with "JOIN", they will be opted into Marketing SMS.
  • If a customer replies with "STOP", they will be opted out of Marketing and Transactional SMS. 
  • If a customer replies with "START", they will be opted into Transactional SMS only. 

Caution:

As of right now, if a CSR changes the opt in and out status of contacts in Podium manually, it won't immediately sync to Zr Ware but will wait until the nightly sync to update. We recommend if CSR's need to manually update an opt in status, they do it through Zr Ware.

Additional Note: In Texas bases, users are not allowed to change the Marketing opt in status of contacts in Zr Ware. Customers will need to reply via text to change their opt in status.

 

Birdeye

• Zr Ware® to Birdeye Sync: Opt-in/out changes in Zr Ware® should immediately update the contact's status in Birdeye.
• Birdeye to Zr Ware® Sync: Birdeye sends transactional opt-out status updates to Zr Ware® nightly. SMS marketing opt-in status updates will typically sync within 10 minutes.
• RULES:
  • If a customer replies with "STOP", they will be opted out of Marketing SMS.

Reminders for CSRs

Existing Customers: If a customer is not opted in to SMS marketing, CSRs will see a reminder and a "Subscribe" link under each unsubscribed phone number.

New Customers: CSRs will see these reminders to ask the customer if they would like to opt into marketing SMS messages.