How to Message Customers

Learn how to communicate with your customers through messaging

How to Message Customers in BidClips

 

OVERVIEW

 

A message can be sent to customers after a service request in BidClips has been received or created. With full rich text capability, messages are a great way to ask customers for additional information, clarify responses, or receive pictures/videos of the problems.



HOW TO SEND A MESSAGE TO A CUSTOMER

 

In order to send a message to a customer, navigate to the service request menu. Here, choose the service request of the customer needed to send a message to.

 

Once in the service request, scroll down to the messages section. Make sure that the ‘Customer Messages’ tab is highlighted. Then, in the text box area, simply type the message to the customer and tap ‘Send’ or ‘Save Draft’ to send the message later.

 

The message will generate either a text or email to the customer, depending on their preferences, with a link that will automatically open the BidClips widget on the provider site.




HOW TO ATTACH A PICTURE OR VIDEO

 

Pictures and videos can be sent by choosing the appropriate icon from the text box toolbar. Click on the selected icon and a pop up window will appear prompting to upload an image/video from the computer or add an image/video from a link.

 

Once the image or video is uploaded, it will automatically appear in the text box where description text and more can be added. Simply tap ‘Send’ or ‘Save Draft’ to send the message later.



HOW TO SEND A JOURNEY TEMPLATE QUESTION

 

In order to send a journey template to a customer via a message, start by navigating to the service request and scrolling to the journey template section.

 

Open the desired question to send and click on the share arrow in the top right hand corner.

 

If the question is a hotspot type question, then a pop-up window will appear to add a hotspot to the photo. To add the hotspot, start by typing a question or comment in the right hand text box. Then click on the target icon and click on the photo to add the hotspot that corresponds to the text. When everything is positioned and written correctly click the check mark to finish.

 

If the question is a form or map type question, then that question will automatically appear in the message. Many different journey template questions can be added to one message.

 

Once adding the questions is complete tap ‘Send’.



RECEIVING A MESSAGE FROM A CUSTOMER

If a customer sends a message from the widget and the user is not in the provider portal, the user will receive an email notifying the user of the response. If the user is in the provider portal, a notification will appear indicating a message has been received.

 

When the user clicks on the notification in the provider portal, the user will automatically be taken to the service request with the new message.