Creating Specific Automation Messages

Creating automations for every step of the customer journey is a great way to save your team time and effort with just a few minutes' investment. Plus, using pre-approved messages will ensure the wording is free from grammatical spelling errors.

Please note that certain automations are only available for specific integrations.

Quick Links

Check-In

Advisor Introduction (general)

Send an automated message to introduce your customer to the advisor responsible for their vehicle. Your customer will feel taken care of, increasing their satisfaction, and they'll know who to contact to get updates on their car. 

Warning

This automation is only available for customers that have a certified integration with Reynolds and Reynolds, CDK and PBS.

  1. Go to the Automations Sleep (32) section on the left side of your screen.
  2. Select New automation.

Choose name

  1. Give your automation a name, for example, Advisor Introduction.
  2. Select General: Send an automation based on your set of customized rules.
  3. Select Next.

Assign replies

  1. Choose the user who will receive the automation replies.
  2. Make sure to check the Automatically assign replies based on the attribute "user reference" box. If the object targeted (appointment or event) has an attribute named "user_reference" the system can try to match that string or number to a user in the account if they have set up their reference ID in their profile. When the system finds a match it will assign the new conversation to the user matching the user_reference attribute. That way, conversations will automatically be assigned to a team member.
  3. You can also alert specific users by sending them notifications.
  4. Select Next

Target customers

Rule 1:
  • Category: Repair order opened
  • Attribute: Happened at
  • Operator: Exactly
  • Value: 0
  • Select Next.

Create message

  1. Write the message you want to send with your automation. See the end of this section for a few examples you can cut and paste.
  2. You will see a preview of your message, and you can send a test to the phone number of your choice by selecting the Send test message to... box.
  3. Enter a valid cell phone number.
  4. Select Test now.
  5. In the inbox of the designated phone, you'll see the test message.
  6. Select Next

Set a delivery time

  1. Select Set in real-time so that every time a customer matches your rules, they will receive your message.
  2. Set a timeframe for your message. We recommend staying within your business hours.
  3. Select Create.

Message template examples

Here are a few examples of advisor introduction messages that you can send to your customers. Simply copy and paste the message into your conversation.

Warning

Do not change any of the words in { curly brackets } as they will be replaced with your customer and company information.

  • Hello { customer.name }, this is { referenced_user.name } from { company.name }. I will be your reference regarding your vehicle today. If you have questions or concerns regarding your vehicle, contact me by texting me back. I will let you know when your vehicle is ready. Thank you and have a great day!
  • Hello { customer.name }, this is { referenced_user.name } from { company.name }. It was a pleasure meeting you today, If you have any questions or concerns regarding your vehicle, please don't hesitate to contact me by text. I will let you know when your vehicle is ready. Thank you and have a great day!
  • { referenced_user.name } @ { company.name }, I will be your reference regarding your vehicle today. If you have questions or concerns, please don't hesitate to contact me by text. I will let you know when your vehicle is ready. Thank you and have a great day!

Check-Out

Vehicle Ready Notification

Send an automated message to your customers when their vehicle is ready for pick-up. They can easily reply to confirm the pick-up time.

Warning

This automation is only available for customers that have a certified integration with CDK.

  1. Go to the Automations Sleep (32) section on the left side of your screen.
  2. Select New automation

Choose name

  1. Give your automation a name, for example, Car ready. 
  2. Select General: Send an automation based on your set of customized rules
  3. Select Next

Assign replies

  1. Choose the user who will receive the automation replies. 
  2. Make sure you check the Automatically assign replies based on the attribute "user reference" box.
  3. You can also alert specific users by sending them notifications. 
  4. Select Next.

Target customers

Rule 1:

  • Category: Repair order opened
  • Attribute: Status
  • Operator: Is
  • Value: C97
  • Select Add new rule

Rule 2:

  • Category: Work order
  • Attribute: Last time
  • Operator: Exactly
  • Value: 0 days ago
  • Select Next.

Create message

  1. Write the message you want to send with your automation. See the end of this section for a few examples you can cut and paste.
  2. You will see a preview of your message, and you can send a test to the phone number of your choice by selecting the Send test message to... box.
  3. Enter a valid cell phone number.
  4. Select Test now
  5. In the inbox of the designated phone, you'll see the test message. 
  6. Select Next

Set a delivery time

  1. Select Set in real-time so that every time a customer matches your rules, they will receive your message.
  2. Set a timeframe for your message. We recommend staying within your business hours. 
  3. Select Create

Message template examples

Here are a few examples of your vehicle ready notification messages that you can send to your customers. Simply copy and paste the message into your conversation. 

Warning

Do not change any of the words in { curly brackets } as they will be replaced with your customer and company information.

  • Hello { customer.name }, I would like to let you know that your vehicle is ready for pick up. Contact us by replying to this message. Thank you! { company.name }
  • Hello { customer.name }, your vehicle is ready for pick up. Thank you { company.name }.
  • Hello { customer.name }, I would like to let you know that your { customer.meta_vehicle_make } { customer.meta_vehicle_model } is ready. If you want to receive a copy of your invoice, reply INVOICE to this message. You can pick up your vehicle at any time. Thank you!

Satisfaction

Satisfaction Follow-Up (CSI) for the Appointment 1 Day Prior (general)

Send automated survey requests following your customer's appointments. You'll be able to address issues quickly before they escalate and gain insights into what your team is doing well.

  1. Go to the Automations Sleep (32) section on the left side of your screen.
  2. Select New automation on the top left corner of your screen. 

Choose name

  1. Give your automation a name, for example, Customer satisfaction follow-up (CSI).
  2. Select General: Send an automated message based on your set of customized rules.
  3. Select Next.

Assign replies

  1. Choose the user who will receive the automation's replies.
  2. Select the Emotion detection box if you want the system to automatically sort customer replies into positive and negative categories. This will help you identify service issues and prioritize follow-ups.
  3. Select Next.

Target customers

Rule 1:

  • Category: Repair order closed
  • Attribute: Last time
  • Operator: Exactly
  • Value: 1 day(s) ago
  • Select Next.

Create message

  1. Write the message you want to send with your automation. See the end of this section for a few examples you can cut and paste.
  2. You will see a preview of your message, and you can send a test to the phone number of your choice by selecting the Send test message to ... box.
  3. Enter a valid cell phone number.
  4. Select Test now.
  5. In the inbox of the designated phone, you'll see the test message.
  6. Select Next.

Set delivery time

  1. Set the date and time for your automation. Your automation can be sent once a day when you choose, or every time a customer matches your automation rules within a specific timeframe (we recommend using your business hours). 
  2. Select Create.

Note

If you are setting an automation reminder one day after your customer's appointment, this means that you will be sending a message on, for example, Tuesday for an appointment on Monday. Therefore, for appointments on Friday, the message should be sent the following Monday, which leaves a three-day gap between the appointment and the CSI message.

  • Customer satisfaction follow-up (CSI) Tuesday-Friday: 1 day prior
  • Customer satisfaction follow-up (CSI) Monday: 3 days after

Message template examples

Here are a few examples of satisfaction follow-up (CSI) messages that you can send to your customers. Simply copy and paste the message into your conversation. 

Warning

Do not change any of the words in {curly brackets} as they will be replaced with your customer and company information. Change the words in [squared brackets], according to the desired information.

  • Hello { customer.name }, at { company.name | write your fallback value }, we pride ourselves on high quality service for our loyal customers. Overall, how would you rate the quality of your customer service experience out of 10? Text "1" for a very negative or "10" for a very positive experience. Thank you for taking the time to answer us and the survey you will receive from [ENTER MANUFACTURER NAME]. Thank you!
  • Hello { customer.name }, are you satisfied with repairs performed on your vehicle? Simply answer YES or NO. Don't hesitate to leave us more comments! Thank you and we hope to see you soon! { company.name }
  • Thank you { customer.name } for your recent visit at { company.name }. To continuously improve our service, we would like to know if we understood and properly answered your questions and concerns? Thank you for taking the time to answer us and the survey you will receive from [ENTER MANUFACTURER NAME]. Thank you.

Review Requests

Send automated review requests to gain insights into your customer's experience. Publish great reviews to improve your online reputation, which could potentially lead to new customers.

  1. Go to the Automations Sleep (32) section on the left side of your screen.
  2. Select New automation on the top left corner of your screen.

Choose name

  1. Give your automation a name, for example, Review requests.
  2. Select Review request: Send a review request with an automated message.
  3. Select Next.

Assign replies

  1. Choose the user who will receive the automation's replies.
  2. Select Next.

Target customers

Rule 1: 

  • Category: Repair order closed
  • Attribute: Last time
  • Operator: Exactly
  • Value: 1 day(s) ago
  • Select Next.

Create message

  1. Write the message you want to send with your automation. See the end of this section for a few examples you can cut and paste.
  2. You will see a preview of your message, and you can send a test to the phone number of your choice by selecting the Send test message to... box.
  3. Enter a valid cell phone number.
  4. Select Test now.
  5. In the inbox of the designated phone, you'll see the test message.
  6. Select Next.

Set delivery time

  1. Set the date and time for your automation. Your automation can be sent once a day when you choose, or every time a customer matches your automation rules within a specific timeframe (we recommend using your business hours).
  2. Select Create.

Note

If you are setting a review request to be sent out one day after your customer's appointment, this means that you will be sending a message on, for example, Tuesday for an appointment on Monday, Therefore, for appointments on Friday, the message should be sent the following Monday, which leaves a three-day gap between the appointment and the review request message.

  • Review requests Tuesday-Friday: 1 day after
  • Review requests Monday: 3 days after

Message template examples

Here are a few examples of review request messages that you can send your customers. Simply copy and paste the message into your conversation. 

Warning

Do not change any of the words in { curly brackets } as they will be replaced with your customer and company information. 

  • Hello { customer.name }, at { company.name }, we want to make sure our customers are happy with their experience. We'd appreciate it if you could leave us a review by clicking on the link below. Thank you!
  • Hello { customer.name }, How was your experience with us this week? We'd love to hear from you! Leave us a review and your comments by clicking on the following link. Thank you! { company.name }
  • Hi { customer.name }, How did you find your overall experience at { company.name }? Let us know by clicking on the link to leave a review. Thank you in advance!

Retargeting

Six-month Maintenance Reminder (general)

Send a message to your customers reminding them to book an appointment. You'll boost sales by encouraging customers to come back to your business. Although the rules for this automation are pre-set to six months, you can change the time period.

  1. Go to the Automations Sleep (32) section on the left side of your screen.
  2. Select New automation on the top left corner of your screen.

Choose name

  1. Give your automation a name, for example, Six-month reminder.
  2. Select General: Send an automated message based on your set of customized rules.
  3. Select Next.

Assign replies

  1. Choose the user who will receive the automation's replies.
  2. Select Next.

Target customers

Rule 1: 

  • Category: Repair order closed
  • Attribute: Last time
  • Operator: Exactly
  • Value: 180 days ago, for a six months reminder.
  • Select Add sub-rule.

This automation is better when sent only once per week. You need to add sub-rules to target a seven days range, which covers a whole week.

Sub-rule 1:

  • Category: Repair order closed
  • Attribute: Last time
  • Operator: Exactly
  • Value: 179 days ago
  • Select Add sub-rule.

Sub-rule 2:

Enter the same thing as the sub-rule 1 but for 178 days.

  • Category: Repair order closed
  • Attribute: Last time
  • Operator: Exactly
  • Value: 178 days ago
  • Select Add sub-rule.

Then, create a sub-rule 3 with the same information as above, but for 177 days.

Then, create a sub-rule 4 with the same information as above, but for 176 days.

Then, create a sub-rule 5 with the same information as above, but for 175 days.

Then, create a sub-rule 6 with the same information as above, but for 174 days.

Rule 2: 

Set this rule to target the right customers and rule out any customer's vehicle currently in service or with an open work order.

  • Select Add new rule in your automation.
  • Category: Appointment
  • Attribute: Last one
  • Operator: More than
  • Value: 180 days ago, for a six months reminder
  • Select Add sub-rule

Sub-rule 1:

  • Category: Appointment
  • Attribute: Last one
  • Operator: More than
  • Value 179 days ago
  • Click on Add sub-rule.

Then, create a sub-rule 2 with the same information as above, but for 178 days.

Then, create a sub-rule 3 with the same information as above, but for 177 days.

Then, create a sub-rule 4 with the same information as above, but for 176 days.

Then, create a sub-rule 5 with the same information as above, but for 175 days.

Then, create a sub-rule 6 with the same information as above, but for 174 days.

Rule 3:

And finally, you should set up this rule to ensure that the customers contacted by your automation do not already have any scheduled appointments.

  • Select Add new rule in your automation.
  • Category: Appointment
  • Attribute: Next one
  • Operator: Does not exist

Create message

  1. Write the message you want to send with your automation. See the end of this section for a few examples you can cut and paste.
  2. You will see a preview of your message, and you can send a test to the phone number of your choice by selecting the Send test message to... box.
  3. Enter a valid cell phone number.
  4. Select Test now.
  5. In the inbox of the designated phone, you'll see the test message.
  6. Select Next.

Set delivery time

  1. Set the date and time for your automation. Your automation can be sent once a day when you choose, or every time a customer matches your automation rules within a specific timeframe (we recommend using your business hours).
  2. Select Create.

Message template examples

Here are a few examples of reminder messages that you can send to your customers. Simply copy and paste the message into your conversation.

Warning

Do not change any of the words in { curly brackets } as they will be replaced with your customer and company information. Change the words in [squared brackets], according to the desired information.

  • Hello { customer.name }, according to our records, your last vehicle maintenance was [ENTER TIME PERIOD, ex: 6 months] ago. Contact us by replying to this message and we'd be pleased to give you an appointment. Looking forward to seeing you, { company.name }.
  • Hello { customer.name }, we haven't seen you in a while. Does your vehicle need a maintenance? If so, reply SERVICE to this message and we'll offer you various schedule options. Looking forward to seeing you, { company.name }
  • Dear { customer.name }, we hope you are continuously enjoying your experience at { company.name }. As per our records your { customer.vehicle } is due for its next maintenance. If you haven't serviced your vehicle in the past twelve months, contact us by replying to this message. { company.name }

Appointment

Thank You for Booking an Appointment (general)

Improve your customer service by confirming your customer's appointment as soon as they book with you.

  1. Go to the Automations Sleep (32) section on the left side of your screen.
  2. Select New automation on the top left corner of your screen.

Choose name

  1. Give your automation a name, for example, Thank you for booking.
  2. Select General: Send an automated message based on your set of customized rules.
  3. Select Next.

Assign replies

  1. Choose the user who will receive the automation's replies.
  2. Select Next.

Target customers

Rule 1:

  • Category: Appointment
  • Attribute: Created at
  • Operator: Exactly
  • Value: 0 days ago
  • Select Add new rule in your automation.

Rule 2:

  • Category: Appointment
  • Attribute: Next one
  • Operator: In more than
  • Value: 1 day
  • Select Next

Create message

  1. Write the message you want to send with your automation. See the end of this section for a few examples you can cut and paste.
  2. You will see a preview of your message, and you can send a test to the phone number of your choice by selecting the Send test message to... box.
  3. Enter a valid cell phone number.
  4. Select Test now.
  5. In the inbox of the designated phone, you'll see the test message.
  6. Select Next.

Set delivery time

  1. Set the date and time for your automation. Your automation can be sent once a day when you choose, or every time a customer matches your automation rules within a specific timeframe (we recommend using your business hours).
  2. Select Create automation.

Message template examples

Here are a few examples of thank you for booking messages that you can send to your customers. Simply copy and paste the message into your conversation. 

Warning

Do not change any of the words in  { curly brackets } as they will be replaced with your customer and company information. 

  • Thank you for booking your appointment with us on { appointment.start_at_date } at { appointment.start_at_time }. Don't hesitate to write us if you have any questions or concerns. See you there!
  • Your appointment at { company.name } is confirmed for { appointment.start_at_date } at { appointment.start_at_time }. Thanks for booking with us!. If you want to get in touch before then, simply reply to this message.

Appointment Reminder for the Next Day's Appointment (appointment)

Allow your customers to confirm, cancel, or reschedule their appointment to avoid no-shows. You'll improve customer satisfaction by showing them that their business is important to you.

  1. Go to the Automations Sleep (32) section on the left side of your screen.
  2. Select New automation on the top left corner of your screen.

Choose name

  1. Give your automation a name, for example, Thank you for booking.
  2. Select Appointment reminders: Confirm your appointments with an automated message.
  3. Select Next.

Assign replies

  1. Choose the user who will receive the automation's replies.
  2. Select Next.

Target customers

Rule 1:

  • Category: Appointment
  • Attribute: Date
  • Operator: In
  • Value: 1 day
  • Select Add new rule

Rule 2:

  • Category: Appointment
  • Attribute: Status
  • Operator: Is not
  • Value: Canceled
  • Select Next.

Create message

  1. Write the message you want to send with your automation. See the end of this section for a few examples you can cut and paste. 
  2. You will see a preview of your message, and you can send a test to the phone number of your choice by selecting the Send test message to... box. 
  3. Enter a valid cell phone number.
  4. Select Test now.
  5. In the inbox of the designated phone, you'll see the test message.
  6. Select Next.

Set delivery time

  1. Set the date and time for you automation. Your automation can be sent once a day when you choose, or every time a customer matches your automation rules within a specific timeframe (we recommend using your business hours).
  2. Select Create.

Message template examples

Here are a few examples of appointment reminder for the next day's appointment that you can send to your customers. Simply copy and paste the message into your conversation. 

Warning

Do not change any of the words in  { curly brackets } as they will be replaced with your customer and company information. 

  • Hi { customer.name }! Don't forget your appointment tomorrow at { appointment.start_at_time } at { company.name }. If you need to reschedule, please reply to this message. Thank you!
  • Hi { customer.name }, this is { referenced_user.name } from { company.name }. Just a quick reminder that we're expecting you tomorrow at { appointment.start_at_time }. If you need to reschedule, just let me know by replying to this text. Thanks!

Missed Appointment Message (general)

This message is sent two hours after the missed appointment and asks the customer if they would like to reschedule.

Warning

This automation is only available for customers that have a certified integration with Reynolds and Reynolds, CDK and PBS.

  1. Go to the Automations Sleep (32) section on the left side of your screen.
  2. Select New automation on the top left corner of your screen.

Choose name

  1. Give your automation a name, for example, Missed appointment.
  2. Select General: Send an automated message based on your set of customized rules.
  3. Select Next.

Assign replies

  1. Choose the user who will receive the automation's replies. You can also send notifications to specific users.
  2. Select Next

Target customers

Rule 1:

  • Category: Appointment
  • Attribute: Time (relative)
  • Operator: Less than
  • Value: 130 minutes ago
  • Select Add new rule

Rule 2:

  • Category: Appointment
  • Attribute: Time (relative)
  • Operator: More than
  • Value: 120 minutes ago
  • Select Add new rule

Rule 3:

  • Category: Appointment
  • Attribute: Status
  • Operator: Is not
  • Value: Canceled
  • Select Add new rule

Rule 4:

  • Category: Work order
  • Attribute: Last time
  • Operator: More than
  • Value: 1 day ago
  • Select Add sub-rule

Sub-rule 1:

  • Category: Work order
  • Attribute: Times
  • Operator: Equal
  • Value: 0
  • Select Next.

Create message

  1. Write the message you want to send with your automation. See the end of this section for a few examples you can cut and paste. 
  2. You will see a preview of your message, and you can send a test to the phone number of your choice by selecting the Send test message to... box.
  3. Enter a valid cell phone number.
  4. Select Test now.
  5. In the inbox of the designated phone, you'll see the test message.
  6. Select Next.

Set delivery time

  1. Select Set in real-time so that every time a customer matches your rules, they will receive the message.
  2. Set the time frame.
  3. Select Create.

Your automation will be sent to appointments scheduled to start 2 hours ago, which didn't open a repair order in the last 2 hours and were not canceled.

Message template examples

Here are a few examples of missed appointment message that you can send to your customers. Simply copy and paste the message into your conversation. 

Warning

Do not change the words in { curly brackets } as they will be replaced with your customer and company information.

  • Hello { customer.name }, We missed you today at { appointment.start_at_time } here at { company.name }. To reschedule your appointment with us, reply APT. Thank you and see you soon!
  • Hello { customer.name }, We didn't see you today at { company.name }. Let us know when would be the best time to reschedule your appointment. Thank you and see you soon!
  • Hello { customer.name }, Sorry you had to miss your appointment with { company.name } today. Do you still need an appointment with us? You can reply back to this message to reschedule. Thank you!