Using the Editor

Sending instant messages to customers is a great way to connect with your audience, but personalization is the secret to increasing engagement. If the customers feel that the messages are automatically generated and not relevant to them, they will likely unsubscribe. Therefore, you must take the time to personalize messages with custom attributes or even emojis.

Instant messages that are tailored to each customer will help humanize the experience of receiving the information from a business. Customers will appreciate the extra attention, and the focus on personalization will make. your business stand out from the rest. By delivering helpful information relevant to your customer, you will increase their sense of trust and loyalty towards your business, leading to repeat sales.

Creating targeted instant messaging campaigns increases engagement and, in turn, boost revenue opportunities. Today, customers have high expectations regarding their interactions with your businesses and what to feel seen, heard, and understood. By sending personalized messages that address the customers' needs, you can feed this need for a high level of service and attention to details customers have come to expect.

Kimoby's instant message editor makes it easy for you to create engaging messages that will generate results. Discover all of the features you can use the most out of your interaction with customers.

Quick Links

Emojis

Using Emojis

Using emojis to personalize your messages is a great way to catch your customers' attention and lend a more casual feel to your communication style. However, make sure to respect the following best practices when including emojis.

  1. Use with moderation. More is less when using emojis. Not only will using too many emojis seem forced, but your message could also get rejected from your customer's phone carrier because it looks like it could be spam. Try limiting your use to two or three emojis per message as a general rule.
  2. Don't use emojis to replace words. Replacing words with emojis in your communication leaves room for interpretation, which in turn, leads to too much ambiguity. Think of emojis as an embellishment to words that will help draw attention to your message.
  3. Know your audience. As you start using emojis, take not of your customers' reactions. Are they replying with emojis? Is their tone serious? Adapt your communication style accordingly. It's possible that your customer is not a fan of emojis.
  4. Embrase go-to emojis. The most popular emojis are the ones you should be using in your message. Emojis help mirror real-life expressions missing from your messages, so use emojis that best illustrate what your facial expression would look like in person. Happy faces, thumbs up, and the wave emojis are all great options.
  5. Stay positive. Stay away from negative emojis, such as sad faces or thumbs down. Stay upbeat to make your message seem more positive and friendly.

Saved Replies

Creating Reusable Saved Replies

Saved replies help your staff respond to customer inquiries faster and with consistent professionalism. They are especially useful for messages that are sent frequently. Investing a few minutes to craft saved replies can save your team and your customers time.

Some example of frequently used saved replies include:

  • Hello { customer.name }, we missed you today at { appointment.start_at_time }, at { company.name }. To reschedule your appointment, reply APP. Thank you and see you soon!
  • Hello { customer.name }, we have a question regarding your [vehicle/ bicycle/motorcycle/etc.], could you please answer this message. Thank you! {  company.name }
  • Hello { customer.name }, your vehicle is ready! If you need a shuttle pick up please text "Shuttle" to arrange a time and location that works for you. Thank you! { company.name }

You can create a saved reply from the message editor.

  1. From the message editor select Saved Replies Sleep-1. If you have the permission to edit saved replies, you'll see a cog Sleep-2 icon at the top right of the modal box.
  2. Select Create a message.
  3. Add a title to your message.
  4. Write your message in the message box. You can personalize your message by clicking on Custom Attribute Sleep-3 and add emojis by clicking on Emojis Sleep-4.
  5. Select Create saved reply  to save your message.

Editing Saved Replies

You can edit your saved replies in your company settings, and the changes made will apply to all users.

In Conversations

  1. From the message editor, select Saved Replies Sleep-1. If you have the permission to edit saved replies, you'll see a cog Sleep-2 icon at the top right of the modal box. You will be redirected to the saved replies page.
  2. Select the pencil Edit icon next to the saved reply you wish to edit.
  3. You can edit the title and message and add custom attributes and emojis to your message.
  4. Select Update saved reply to save your changes.

In Company settings

  1. Select your name at the top right corner of your screen.
  2. Select Company settings
  3. Select Saved replies Sleep-1 in the sub-menu on the left side of your screen.
  4. Select the pencil Edit icon next to the saved reply you wish to edit.
  5. You can edit the title and message and add custom attributes and emojis to your message.
  6. Select Update saved reply to save your changes.

You can always discard any changes by clicking on the X at the top right of the modal box.

Deleting Saved Replies

Once a saved reply is deleted, it cannot be recovered.

  1. Select your name at the top right corner of your screen.
  2. Select Company settings
  3. Select Saved replies Sleep-1 in the sub-menu on the left side of your screen.
  4. Select the Delete Delete icon next to the saved reply you wish to delete.
  5. Select Yes, delete it.

Inserting Saved Replies in Conversations

After creating and editing your saved replies, you can send them in conversations. In every message box, you will see the Saved Replies Sleep-1 icon. Every time this icon is displayed, you will be able to use saved replies.

From a new message

From your desktop:

  1. Select New message.
  2. Search for a customer by name or phone number.
  3. In the message box, select the Saved Replies Sleep-1 icon.
  4. Search and select the saved reply you want to send.
  5. Select Send.

From your mobile:

  1. Select New Message at the bottom of your screen.
  2. Select New message Sleep (100).
  3. Enter your customer's name or phone number.
  4. Select the Saved Replies Sleep-1 icon above your keyboard.
  5. Select the saved reply you wish to use or click on Search for a saved reply to find it.
  6. Select the paper plane plane icon to send your message.

From an existing conversation

From your desktop:

  1. Open the conversation with your customer.
  2. In the message box, click on the Saved Replies Sleep-1 icon.
  3. Search and select the saved reply you want to send.

From your mobile:

  1. Select the conversation with the customer to whom you want to send a saved reply.
  2. Select the Saved Replies Sleep-1 icon above your keyboard.
  3. Select the saved reply tou want to use or flick on Search for a saved reply to find it.
  4. Select the paper plane plane icon to send your message.

Custom Attributes

Understanding Custom Attributes

Custom attributes are fields that are automatically filled in based on customer information and events. They're a great way to personalize messages and help make the interaction memorable.

They are three categories of custom attributes: Appointments, Customers, and Events. These are broken down into four types of attributes: Collection, Date, Number, and Strings.

  • Collection: An array is a group of words. For example, if you want to note all the previously owned vehicles by a customer, you can regroup all his vehicle in that collection.
  • Date: Any type of date will fall. into this type of attribute, such as the last oil change date, etc. This attribute requires a time frame.
  • Number: A number has to be a whole number, such as the number of visits, the vehicle year, etc.
  • String: A string is formed of characters, such as manes, vehicle models, etc.

You can view all your custom attributes by going into your Company settings.

  1. Select your name at the top right corner of your screen.
  2. Select Company settings
  3. Select Custom attributes Sleep (58) in the sub-menu on the left side of your screen.

Adding Custom Attributes

  1. From the message box, select the Custom Attributes Sleep-3 icon.
  2. Select the custom attribute you wish to use in your message. You can search for a custom attribute or choose one by category: recently usedcustomeruse, or company.
  3. After inserting a custom attribute to your message, you will notice that it will be displayed in blue.
  4. You can add a fallback value to your custom attribute by clicking on the blue bubble. A fallback value is the value inserted in your message if Kimoby cannot find the correct information for your attribute. If the correct value cannot be found for your attribute and there is no fallback value, the attribute will simply not show in your message. When a fallback value is added, the custom attribute will be displayed in green.
  5. Select Send.

You can add as many custom attributes as you wish in your message.

Deleting Custom Attributes

You can delete a custom attribute, but be careful. Once deleted, it cannot be recovered, and it will delete any information under that attribute's name.

  1. Select your name at the top right corner of your screen.
  2. Select your Company settings.
  3. Select Custom attributes Sleep (58) in the sub-menu on the left side of your screen.
  4. Select the Delete Delete icon next to the attribute you wish to delete.
  5. Select Yes, delete it.

Payment Requests

Sending Payment Requests

Kimoby Pay is a simple, fast, safe, and convenient way for your customers to settle their invoices directly from their phones. Customers can pay when they want, and they will always know where their invoices are.

After setting up your Kimoby Pay account and getting approval, you can immediately send invoices to your customers either from a new message or an existing conversation.

  1. From the message box, select the Payment Request Sleep-Jun-16-2021-06-29-50-58-PM icon.
  2. Enter the amount and reference number. Both are required in order to send a payment request.
  3. Type your message in the message box or click on the Saved Replies Sleep-1 icon to use an existing message.
  4. Select Send.

In your customer's conversation, you will see the secure link of the payment request that was sent to your customer. Once the payment is complete, you and your customer will both be able to download their receipt.

To learn more about Kimoby Pay, click here.

Multimedia Files

Taking and Sending Multimedia Files

Sending videos and photos to your customers can better illustrate the message you are trying to convey. For example, when the customer can view a video of their vehicle inspection, they feel more trusting of your assessment. Furthermore, they can instantly approve the repairs so that your team can complete the work faster.

Note that multimedia files cannot be sent on its own without a message.

You can use any device to take photos and videos with an integrated camera or internet access, like a tablet or mobile phone.

  1. From a new message or an ongoing conversation, click on the camera camera icon above your keyboard.
  2. You will be redirected to the camera on your device. Take the picture or video you wish to send to your customer.
  3. Select Use photo to attach it to your text messages. Wait until the photo or video is uploaded into your message, which might take a few seconds.
  4. Select Write message here... to write your text message or insert a saved reply.
  5. Click on the paper plane plane icon to send your message.

Sending an Existing Photo

Every time you see an image Sleep-Jun-16-2021-06-54-41-38-PM icon, you are able to attach photos and images to the conversation. You will see an image icon in your customer's conversation, appointment field, etc. You can even add files to the internal notes in each customer conversation. The image icon works exactly the same as attachments in emails.

From your desktop:

  1. From any message box, click on the Join image icon Sleep-Jun-16-2021-06-54-41-38-PM.
  2. Select the file you wish to send. It can be a .jpeg, a video, etc.
  3. Choose the recipient and write your message.
  4. Select Send when your message is ready.

From your mobile:

  1. From any message box, select the Join image icon Sleep-Jun-16-2021-06-54-41-38-PM.
  2. Select the file you wish to send. It can be a .jpeg, a video, etc.
  3. Choose the recipient and write your message.
  4. Select the paper plane plane icon to send your message.

Sending Files

Sending file to your customers can be helpful to send confirmation orders, invoices, quotes, estimates, or other documents. Every time a paperclip Sleep-Jun-16-2021-07-06-21-85-PM icon is displayed, you can attach files to the conversation. You can even add files to the internal notes in each customer conversation. The paperclip works the same as attachments in emails. Heavier files will be sent as links, so your customer will need an Internet connection to open them. Please take note that a file cannot be sent on its own without a message.

From your desktop:

  1. From any message box, select the Join file icon Sleep-Jun-16-2021-07-06-21-85-PM.
  2. Select the file you want to send.
  3. Choose the recipient and write your message.
  4. Select Send.

From your mobile:

  1. From a new message or any ongoing conversation, click on the Join file Sleep-Jun-16-2021-07-06-21-85-PM icon above your keyboard.
  2. Select the file you want to attach to your text message. It can be a photo, a video, or a file.
  3. Select Write message here... to write your text message or insert a saved reply.
  4. Select the paper plane planeicon to send your message.

Sending Links

When you send a link to a customer in a text message, they won't see a preview of the website. This is because to see previews, your phone number needs to be saved in their phone contacts, otherwise, the link will only display as an URL.

From your desktop:

  1. From any message box, choose the recipient and write your message. Paste the link you want to send to your customer.
  2. Send your message.

From your mobile:

  1. From a new message or any ongoing conversation, select Write your message here... to write your text message or insert a saved reply. Paste the link you want to send to your customer.
  2. Select Send.

Review Request

Sending a Review Request

Take charge of your online reputation by sending review requests to your customers. By requesting feedback, you'll be able to increase the number of positive reviews by proactively monitoring your customer's satisfaction levels. The more reviews you have online, the more customers will trust your business.

To learn more about Reviews, click here

Translator

Using the Translator

Don't let language barriers get in the way of providing excellent customer service. When starting a new message or going back to an ongoing conversation, you can translate your message in any language before sending it to your customer.

  1. From a new message or any ongoing conversation, select Translate Sleep (84) in your message box.
  2. Type your message in the text area on the left of your message box and select the language you are writing your message.
  3. Choose the language you wish to translate your message to.
  4. Select the Translate Sleep (84) icon to translate your message. 
  5. After selecting the Translate Sleep (84) icon, you can always edit your message and have it translated again, as many times as needed.
  6. Select Send.

Once sent, you can always view your original message by clicking on the eye Sleep-Jun-16-2021-07-22-27-64-PMicon under your message. 

If you wish, you can translate a saved reply. If there are custom attributes in that saved reply, Kimoby will replace them with the customer's personal information before sending it.

Translating Incoming Messages from Your Customers

Even if your customers speaks a different language, you can still use Kimoby to communicate with them, thanks to the translator. You can translate a message as many times as needed, in as many languages as you want.

  1. Select the conversation of your choice.
  2. Hover over the message you wish to translate, and the Translate Sleep-Jun-16-2021-07-30-41-00-PM icon will appear on the right of the message.
  3. Choose the language in which you wish to translate your message.
  4. The translation will appear right under the message. You can hide or display it by clicking on the arrow Sleep (29) icon. 

Internal Notes

Writing Internal Notes

Internal notes help facilitate team collaboration by giving your teammates insight into the situation. Remember, internal notes will be invisible to the customer and can be deleted.

Internal notes are helpful for:

  • Tagging another user to let them know why you are assigning them a conversation.
  • Communicating internally for questions or comments.
  • Attaching a picture as proof.
  • Adding information about your customers.

From your desktop:

  1. From any open conversation, select Note Sleep (50) in the message box.
  2. In the yellow background box, you can write a note or attach any file or image.
  3. Select Add note Sleep (83).

From your mobile:

  1. From any ongoing conversation, select the Note Sleep-Jun-16-2021-07-37-28-62-PM icon at the top right of your message box.
  2. In the yellow background box, you can write a note or attach any file or image you wish.
  3. Select the Add note icon Sleep-Jun-16-2021-07-38-54-43-PM.

Tagging Users in Internal Notes

You can tag any users or teams in conversations or customer profiles in Kimoby. This can be helpful when you are assigning a conversation to another user or giving your teammate insight into a situation. Remember, internal notes will be invisible to the customer and can be deleted.

From your desktop:

  1. From any open conversation or customer profile, select Note Sleep (50) above your message box.
  2. In the yellow background box, select the Mention Sleep-Jun-16-2021-07-48-26-77-PM icon or enter the @ sign with your keyboard. A list with all your account's users will appear.
  3. Select the user you wish to tag in your internal note. You can tag as many users in your internal note as you want.
  4. Select Add note Sleep-Jun-16-2021-07-38-54-43-PM.

From your mobile:

  1. From any ongoing conversation or customer profile, select the Note Sleep-Jun-16-2021-07-37-28-62-PM icon at the top right of your message box.
  2. In the yellow background box, select the Mention icon Sleep-Jun-16-2021-07-48-26-77-PM or enter the @ sign from your keyboard. A list of all your account's users will appear.
  3. Select the paper plane icon plane to add your note to the conversation.

When you tag a user, they will instantly receive a notification in the app.

Replying to an Internal Note

When you reply to a user in an internal note, they will automatically be tagged in your reply.

  1. Select the conversation or customer profile where you want to reply to an internal note.
  2. Select the Reply Sleep-Jun-16-2021-07-54-13-50-PM icon next to the internal note.
  3. Your message box will automatically switch to an internal note, and the user who tagged you will be tagged in your reply.
  4. Write your reply.
  5. Select Add note Sleep-Jun-16-2021-07-38-54-43-PM.

Deleting an Internal Note

You can delete any internal note added in your conversations or customer profile.

  1. Select the conversation or customer profile where you wish to delete an internal note. Hover over the note you wish to delete and a small Delete note Sleep (10)-1 icon will appear at the top right corner of your internal note.
  2. Select Delete.
  3. Select Yes, delete.