Automatic customer messages

OnSite can keep customers up to date without anyone at the counter lifting a finger. Owners and managers choose what goes out in Settings › Customer messages. Each message goes by text or email, and lands in the customer's conversation like any other.

The top of the page shows whether email and texting are set up. Until they are, messages are recorded on the customer but not sent.

Repair status updates

Tell the customer when their repair changes status is on to start. The table below it has an Email and a Text switch for each status, so you choose exactly which changes reach the customer and how. To start, every status sends an email and none sends a text.

With both switches on for a status, the customer gets the one they prefer. If they prefer a call or have no email address, they get the other.

Each update waits 10 seconds before it goes. If someone changes a status by mistake and clicks Undo, the customer never hears about it. A second change within those seconds replaces the first message.

Email at check-in

Email the repair details at check-in is on to start. It only goes to customers with an email address.

Pickup reminders

Remind customers to pick up their repair is off until you turn it on. Then choose:

• First reminder: 3 days after it's ready, to start.
• Second reminder: 14 days after it's ready, to start.
• Abandonment notice: 30 days after it's ready, to start, or Staff send it. It has to go before the day your ticket terms say a device counts as abandoned.

Reminders go the way each customer prefers, while the store is open, and each is noted on the order. They stop once the device is picked up. If a reminder is more than 3 days late, such as just after you turn this on, OnSite leaves it to you rather than sending a pile of old reminders.

Reviews

Paste your Review link, such as your Google review page. It's offered in the message that goes when a repair is picked up.

Ask for a review by itself is off to start. Choose to send the review link a few hours, a day or two days after a repaired device is picked up. It goes at most once a month to each customer. While it's on, the picked-up message leaves its own review ask out, so customers are only asked once.

How texts are signed

Text signature is how your texts are signed. Leave it blank to use your business name. The preview beside it shows how a ready-for-pickup text reads.

Click Save customer messages when you're done.

Quote follow-ups

Following up on quotes lives in Settings › Service orders. Under Follow up, choose how many days after a quote is sent to remind a customer who hasn't answered. It sends one text or email, the way they prefer, while you're open. It starts on Don't remind them.

Change the words

Every automatic message can be reworded to sound like your shop. See Change the wording of customer messages.