Status and Automated Messaging
Statuses and automated messaging work together to create an automated workflow. They allow users to keep track of where a customer is so they don't fall off the radar. They correspond with customers in an automated process, reducing your shop's workload. They even allow your shop to maintain contact using a Post Repair Marketing Campaign to keep those customers coming back for repeat business.
Customers are put in a Status based on where they are in the estimate and repair process for their vehicle. These Statuses allow users to follow the customer through the process, while the automated messaging (Lightning Bolt Actions) follows up and assists.
Automated messaging, called Lightning Bolt Actions (LBAs), are the different types of communications linked to specific statuses. Correspondence can be sent internally to users of BodyShop Booster or externally to customers. For example, a reminder can be sent to a user to contact a customer that has stalled in sending pictures through the Photo Estimate Tool. Or, a message can be sent to a customer to remind them to complete an action.
Statuses
The photo below is an example of some statuses. They are color-coordinated for easy viewing. In List view--they can be found on the right-hand side of the Dashboard under Status. In Kanban view--they are located along the top and are THE way in which your customers are organized. In order to change a customer's status a user can click on the status and choose the desired status from a drop-down list, or drag and drop the customer tile to a different status. Certain actions taken by users will put a customer profile into a specific status automatically. For example: sending the Photo Estimating Tool to a new customer will put that profile into "Pending Photos." Once the customer responds with the photos, a status change occurs changing from "Pending Photos" to "Photos Received." As the status changes it will trigger the lightning bolt actions assigned to that particular status.
Lightning Bolt Actions
The lightning bolt icon next to a status can be GOLD or GREY.
A Gold lightning bolt indicates a message is queued to be sent automatically.
A Grey lightning bolt means there is no correspondence that is queued to be sent.
Messages can be sent to users from your shop or to your customers. Users can be reminded to check on a customer that may be stuck in a status, or complete another task. Customers can be reminded to send photos or any additional info.
Clicking on the golden lightning bolt next to a status will pull up a window that shows you all correspondence that is attached to that status. If the lightning bolt is grey the tab will still populate however it will be blank. Below is an example of what this might look like.
Changing or Establishing Lightning Bolt Actions
Lightning Bolt Actions can be accessed under the Settings (or gear icon) on the left-hand side of the dashboard. The first tab it opens to is "Status." Lightning Bolt Actions are attached to Statuses, so let's view them from there. Listed are all the Statues in your dashboard. To see the Lightning Bolt Actions attached to a Status, just click the title of the status you want to view.
(STATUS PAGE BELOW)
1) The plus icon allows users to create their own statuses. Creating your own status can be beneficial to customizing your shop's workflow.
2) The pencil icon allows you to edit an existing status. You can change the color of the status, the name, whether it is active or not, how it tracks, who it applies to, the location to which it applies, and even delete the status (not every icon can be deleted). You can also add Lightning Bolt Actions (LBAs) by clicking the pencil icon. Please note certain pre-made icons cannot be changed other than LBAs for that specific icon.
3) The title of the status. This is the name that will show up on the dashboard under status. (Not every status' name can be changed)
(EDIT STATUS & ACTIONS PAGE BELOW)
1) This page allows you to change color, delete or edit status and actions and add new LBAs or delete current LBAs.
2) These are the current LBAs assigned to a specific status.
3) This allows you to add a new LBA.
4) The Title, Reporting, Color, Active, and "Apply To" of this specific status cannot be edited or deleted. This is not the case for every status.
Clicking on # 3 will bring up the page below.
Users must follow step by step and click next after completing each step.
1. Select Action Title and Type: Users must give a title to the status and choose the method of correspondence. (Ringless Voicemail requires a microphone).
2. Send From/Send To Users select who they want to send the correspondence to. You can choose from a list of Customers, Assigned Staff, All Staff, or a Third Party. (More than one recipient may be chosen).
3. Create Message: The message must be created and saved so it can be sent every time a customer profile is assigned to this status. You can create your own message on the spot or use a pre-made template.
4. Set Time Delay: You can choose when you want specific messages to be sent to the customer after a status is assigned to a profile. In some cases, Lightning Bolt Actions can be scheduled to be sent before an event, like an appointment, takes place.