Tips and tricks
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 after
- Customer satisfaction follow-up (CSI) Monday: 3 days after
- Click on the automation icon
on the left of your screen. - Click on New automation on the top left corner of your screen.
Choose name
- Choose the name of your automation: Customer satisfaction follow-up (CSI).
- Click on Next.
Assign replies
- Choose the user the user who will receive the automation's replies.
- Click on Next.
Target customers
Set your rules to target the right customers to receive the CSI follow-up.
- Select the category of your automation: Repair order closed.
- Select the attribute: Last time.
- Select the operator: Exactly.
- Enter the value: 1 day(s) ago.
Create message
- Enter the message you want to send with your automation. Here are a few examples of CSI messages that you can send to your customers.
- You will see a preview of your message and you can send a test to the phone number of your choice if you want to see how your message and/or image will appear on a mobile phone.
- To send a test message to the phone number of your choice, click on the Send test message to... box.
- Enter a valid cell phone number.
- Click on Test now.
- Open the mobile phone you sent a test message to.
- Open your text message inbox and you will see the test message.
- Click on Next.
Set delivery time
- Set the date and time for your automation. Your automation can be sent once per day at the time of your choosing or every time a customer matches the rules of your automation.
- Click on Create automation.
Throughout the whole set up, you can go back to each step before saving your automation.