How to Create Automation Rules for Email and SMS Notifications: A Step-by-Step Guide:

In today’s fast-paced digital world, staying connected with your customers is crucial. Automating your communication processes can save time, ensure consistency, and enhance customer satisfaction. Here, we’ll walk you through the process of setting up automation rules for sending email or SMS notifications for booking confirmations and customer feedback requests.

We’ll cover everything from setting up business and location emails to creating specific notification rules triggered by various booking statuses. Let’s dive in!

Setting Up Business and Location Email

The first step in our automation process is to ensure that your business and location email settings are correctly configured.

Steps:

  1. Login to Your Admin Portal: Start by logging into your admin portal.
  2. Access Advanced Settings: From the main menu, navigate to Administration and click on Advanced Settings.
  3. Booking Service Settings: Open the Booking Service list and select Booking Service Settings.
  4. Notification Email Address: In the Notifications tab of the Public Pages Settings, set the business “Notification email address”.
  5. Business Location Contact Details: Open the Business Profile list, click on Contact Details, and set your location contact details.

Setting Up the Customer Feedback Form

Next, we need to configure the customer feedback form to ensure we can collect valuable insights from your clients.

Steps:

  1. Navigate to Advanced Settings: Go to Administration and click on Advanced Settings.
  2. Booking Service Settings: Select Booking Service Settings from the Booking Service list.
  3. Client Engagement Tab: In the Public Pages Settings, activate “Show Rating” and “Get Email” under the Client Engagement tab.

Creating Booking Approval Notification Rule

To keep both the business and the customer informed when a booking request is approved, we’ll create an automation rule for email notifications.

Steps:

  1. Access Automation Rules: From Advanced Settings, go to System Settings and select Automation Rules.
  2. Create New Rule: Click on “Create new Automation Rule” and name it “Booking Approval Notification”.
  3. Set Event Type: Choose Booking as the event type and save.
  4. Add Condition: Under Automation Rule Conditions, choose Booking Status Update and set the status to Approved.
  5. Add Actions: Under Automation Rule Actions, add “Send Email” actions for both the business and the client, specifying the appropriate email templates.

Creating Feedback Request Notification Rule

To request feedback from customers after their booking is processed, we’ll set up another rule.

Steps:

  1. Create New Rule: Name it “Feedback Request” and set Booking as the event type.
  2. Add Condition: Choose Booking Status Update and set the status to Seated/Processed.
  3. Add Action: Add a “Send Email” action for the client, using a template that includes a feedback form link.

Creating Feedback Received Notification Rule

This rule will notify the business when feedback is received from a customer.

Steps:

  1. Create New Rule: Name it “Feedback Received Confirmation” and set Feedback as the event type.
  2. Add Condition: Choose Feedback Status Update and set the status to Open.
  3. Add Action: Add a “Send Email” action targeting the business.

Creating Negative Feedback Notification Rule

To handle negative feedback promptly, we’ll create a rule to notify the business when feedback is marked as negative by our AI engine.

Steps:

  1. Create New Rule: Name it “Negative Feedback Received” and set Feedback as the event type.
  2. Add Conditions: Set Feedback Status Update to Open and add a Feedback Attribute Update condition for a sentiment score less than 0.
  3. Add Action: Add a “Send Email” action targeting the business, including the sentiment score in the email template.

Sending Feedback Request SMS

Finally, we’ll update the feedback request rule to also send an SMS message to the customer.

Steps:

  1. Open Feedback Request Rule: Edit the “Feedback Request” automation rule.
  2. Add SMS Action: Under Automation Rule Actions, add a “Send SMS” action targeting the client.
  3. Customize Template: Create a custom SMS template requesting feedback and include relevant tags.

Conclusion

Automating your communication through email and SMS notifications can significantly improve your operational efficiency and customer engagement. By following these steps, you’ll ensure timely and consistent communication with your customers, enhancing their overall experience.

Stay tuned for more tutorials and tips on optimizing your business processes. Don’t forget to check out our YouTube channel for more video guides!

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