The Chats page is the core of Chatavise. You'll be able to manage customer outreach and complaints, field incoming questions, and keep customers up-to-date on their arrival windows all from this page.
This is the main Chats page. From here you can keep track of customer messages. Messages that are delivered or have been received send that customer up to the top ensuring messages are in chronological order. Chatavise will store all text interactions with a customer on this page. To open a customer's chat history, click on the customer's name.
Scroll through to view this customer's text history. If you'd like more information about this customer, Chatavise keeps a customer profile up-to-date with information pulled from your field service program of choice. Basic customer information includes name, primary and secondary phone number, email, and address.
If the current customer has an appointment for that day, you can see the technician(s) assigned to that job. You can also see information about the customers order(s) from the customer profile, such as order number, order type, date, and arrival window.
If you'd like to add a note about this customer (what floor they live on, specific notes about job, etc.), you have the option to do so either above the customer chat history, or from the customer profile.
Just click on the button, write your note about that customer, and hit "Post".
Customer notes will only be viewable by you and your team, customers will not see these notes. Any notes written for that customer will be viewable in the chat history and customer profile. 
If you'd like to set a reminder to reach out to a customer, you have the option to do so from the customer profile. You may also set a reminder by clicking the ellipsis icon above the chat history and select "Reminder".
First, type down what you'd like to set this reminder for. You can set a time and date for the reminder to go off. Lastly, you'll want to assign the reminder to the relevant team member to take care of the task.
Click the "Create" button and you'll be good to go! Reminders will show up in the customer profile.
An activity log will be stored in the customer profile. This will help you keep track of who has made what changes to a customer's order or information, what messages have been sent out by who, and more. You can access the activity log by clicking the tab labeled "Activity" beside the customer profile.
You have the option to mark a customer's message both as read and unread. To mark as read, click on the envelope button that pops up whenever you hover over a customer's name. You may also mark a message as read at the top right of the screen above the customer profile. Pressing this button again will mark the message as unread.
To mark a customer as inactive, click the trash icon above the customer chat history.
Doing so will remove this customer from Chats. If you need to locate this customer profile and chat history again, you can look for them with the customer's name or number using the search bar above your chats.
If a customer texts or calls you with feedback about service without using the Soundingboard, you're able to input this feedback for the customer manually. This ensures that team members are properly acknowledged for their feedback, and that points are received if using Rewards. To enter feedback manually, click on the ellipsis above the customer's chat, and click either positive or negative feedback depending on what the customer said.
Here you can type the comment left by the customer and assign a user or users to this feedback. You can search for users by name or filter out users by location. Once the appropriate users are assigned, click "Add post" to update the Soundingboard. This manual posting will be just like normal Soundingboard feedback!
If there was a team member you'd like to assign to a customer's chat to ensure that they're taken care of, look for the Team section of the customer profile. Click the "Add team member" button and assign the team member(s) you'd like to message this customer. Assigned users will be notified when a new message comes through.
If you have customers that prefer not to be texted with order updates, you have the option to block them from the ellipsis dropdown. This especially comes in handy when you have commercial customers with multiple properties and several open orders.
There are multiple options available to you when it comes to responding to customers. You can be straightforward and send a text message right then to a customer, or you can schedule this text to be sent at a later date.
You also have the option to write a message to then be sent as a phone call. The last option is to send the text as an email instead, so long as the customer's email address has been saved.
There are also different attachments that may be included with a message sent to a customer. If you'd like to include a template that's already been created, click on the clipboard icon and select "more templates". You can select your favorite from the list of templates and it will be added to the text box. Select a different template and it will override the original template selected. Templates that include keywords will autofill with the customer's unique information automatically when the message is sent to the customer.
If there's a link to a website you'd like your customer to visit, you have the option to add links to your message. Click the link button beside the clipboard to open the link popup. The selected link will be included at the end of the message.
Sending out surveys is a great way to gauge more accurately how service went for a customer by asking specific questions. If you'd like to make sure that team members are doing everything they're supposed to on the job, this is a great way to find out.
Attaching a survey to a message with a customer is easy. Click on the surveys button below the text box, and select the survey you'd like to send to that customer. The survey selected will be linked at the end of the message.
Images (so long as they are .PNG or .JPEG) may be sent to customers. Click on the image button next to the smiley face to pull up the attachment window. Here you can drag and drop the image of your choice into the box. Clicking on the upload button in the center will pull up files to choose from.
There are a multitude of filters that can be used when it comes to sorting through messages on the Chats page. The main filters -- unread chats, chats assigned to you, and undelivered messages -- are available to you on the side of the Chats page.
You can mix and match these filters, then press the "All chats" button to remove them all. If you'd like some more in-depth filters, click the "Open filters" button above the chats search bar.
There are many filters you can choose from here, including feedback sources, team members assigned to jobs, and locations. You can select the filters relevant to you on this page, and if you'd like to remove one, click the "Reset" button associated with that filter. Hitting the "All chats" button on the main Chats page will reset all filters at once.
If you'd like to add a template to a message, you will first need to create it on the Templates page, which is accessible from the Chats page.
To get started, click the "New Template" button up at the top right. Give the template an identifiable name, and write in the message that you'd like to send to your customers. You may include keywords listed below the text box; these will autofill with the customer's unique information when the message is sent.
When finished, click "Save" and Chatavise will store this template for use later. If you'd like to edit this template down the line, click on the pencil icon on the Templates page.
From here you'll be able to edit the message like previously, but you will also be able to add links and surveys to the template on this page. To attach a link, scroll down to the Links section and select the one you'd like to add. Once the box has been checked, click the "Update Template" button to add in the link.
The same method applies when it comes to including a survey in a template; just select the surveys tab and pick the survey you'd like to attach to your template.
Marking a template as inactive will remove that template from your selection when it comes to picking a template on the main Chats page. If you find that a template is outdated and no longer of use, it's best to mark it as inactive. You can do this from the editing page; just deselect the active checkbox and click "Update Template".
Auto reply templates can be set up just like a normal template. You can set up auto replies for specific keywords that customers can text you: for example, potential employees can text "JOB" to automatically receive a job application link, customers can text "CONFIRM" or "C" to confirm that they'd like to proceed with their order/appointment, and more.
Starting from the Templates page, hit the "New auto reply" button. Add in the keyword you'd like others to send in to trigger this auto reply, then write the response to that trigger word or phrase including relevant keywords. Choose how long you'd like to delay the auto response for, then click "Add auto reply".
If you'd like to edit this auto reply template, click on the pencil edit icon. You can change the text and keyword from this page, mark the keyword as active or inactive, and attach a link as well. Just select the link of your choice to add and click "Update auto reply".
If you have multiple templates you use, you can favorite the ones you use most to make them easily accessible.
