Business Follow-Ups - Automated SMS & Emails To Customers

When you navigate to Business -> Follow-Ups you're able to see all of the automated follow-ups/responses you've set-up for your account.

You can add new follow-ups by clicking the 'Add Follow-Up' button at the top, or you can edit a follow-up by clicking 'Edit' on the right-hand side.

Automated Emails After An Event

When adding/editing a Follow-Up, you can name it and choose an 'Event' that triggers the message being sent. For example, when a vehicle is sold or an invoice has been paid.

This is linked directly to the section below where you can choose whether the follow-up is sent immediately upon the event, or with a delay after the event. 'Immediately' and 'After Event' follow-ups will only be triggered for events which occurred more recently than the follow-up was created, therefore a newly created follow-up will not be sent for pre-existing invoices and vehicle sales.

Some events only have dates and not times, in these cases the follow-up will be sent at a random time during the day to avoid large numbers of follow-ups being sent at midnight.

Automated Emails Before An Event

There are certain automated messages that can be sent before the trigger event, these are in relation to upcoming MOTs, servicing, or the end of a warranty or finance period. 'Before' events are only sent for vehicles sold in the past three years, and cannot be sent more than 90 days before the event.

Consent & GDPR

The 'Require Marketing Consent' option should usually be set to 'Yes' for GDPR compliance purposes. It is your responsibility to comply with GDPR, to collect and manage marketing consent responsibly, and to require marketing consent for all marketing communications. You will receive a warning message if you attempt to proceed without requiring consent. It is acceptable to send a follow-up without consent in immediate response to an event if the follow-up is not primarily for marketing - for example, to confirm a reservation or sale.

Message Content

Finally, you can choose the content of your automated message.

First, choose between email or SMS, then add the subject of the email that you'd like to be sent. By clicking 'Show Text Tags' you will be shown all the text tags you can include within your email. These can be copy and pasted into the body of your email or SMS and they'll be replaced with the data for that customer, e.g. 'Hello {CUSTOMER_NAME}' will replace {CUSTOMER_NAME} with the name of your contact.

Note: These Text Tags will remain blank if the relevant data is missing. For example, it would be unwise to include a 'Vehicle Description' tag in an automated email if you know that some vehicle descriptions are left blank, or to use a 'Customer Mobile' tag if many customers do not have a mobile number saved.

Once you've finished, click 'Save Changes' at the bottom.

Usage Guide

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