Messages & Communication

The messaging interface is your primary tool for direct communication with potential customers. Beyond basic messaging, your Yelp and Thumbtack Auto Responder system provides advanced features for scheduling, templates, and manual follow-up management.

Messaging Interface Overview

When you open a conversation, you’ll see the customer’s name and lead source platform (Yelp or Thumbtack). The interface is split into two main sections:

Left side: Complete conversation thread
Right side: Customer information and details (mobile: tap “See details”)

Customer messages appear in gray on the left, your responses in blue on the right. Scheduled messages show with clock icons and faded colors until they’re sent.

Core Messaging Features

1. Immediate Send

Standard message composition and instant delivery.

How to use:

Type your message in the text box
Click “Send” button
Message delivers immediately to customer

Best for: Real-time conversations, urgent responses, immediate clarifications

2. Send Scheduled (Delayed Delivery)

Compose messages now but send them at optimal times later.

How to use:

Type your message
Click the arrow dropdown next to Send button
Select “Send scheduled”
Choose date and time for delivery
Message queues for automatic sending

Best for:

Responding to after-hours inquiries during business hours
Timing messages for maximum customer availability
Maintaining professional boundaries while ensuring timely responses

Example scenario: Customer messages at 11 PM, you compose response immediately but schedule it to send at 8 AM the next day.

3. Select Scheduled (Manual Follow-ups)

Create and manage custom follow-up messages outside your automated sequences.

How to use:

Type your follow-up message
Use “Send scheduled” option
Set delivery time (hours, days, or weeks later)
Creates manual follow-up independent of automated sequences

Best for:

Custom follow-ups for specific situations
One-time reminders or check-ins
Follow-ups that don’t fit standard automation sequences
Personal touch messages for high-value prospects

Strategic advantage: Allows manual nurturing alongside your yelp automatic follow-ups system for personalized customer relationships.

4. Quick Reply Templates

Save and reuse frequently sent messages for consistent, efficient responses.

How to create templates:

Type a commonly used message
Click the save icon next to the send button
Name your template for easy identification
Template saves for future use

How to use templates:

Click the template icon in the message box
Select from your saved quick replies
Message populates automatically
Edit if needed, then send

Template personalization: Use #customer_display_name# variable to automatically insert customer names.

Example templates:

“Hi #customer_display_name#, thanks for your inquiry! I’ll have a quote for you within 24 hours.”
“Thanks for providing your phone number! I’ll call you within 2 hours to discuss your project.”
“Great question about pricing. For a project like yours, the typical range is $X-Y. Can we schedule a quick call?”

Advanced Messaging Features

Scheduled Message Management

View pending: Scheduled messages appear in conversation with clock icons
Cancel scheduled: Hover over clock icon and click cancel option
Edit timing: Cancel and reschedule if needed

Message Status Indicators

Sent: Blue checkmark indicates delivery
Scheduled: Clock icon with faded appearance
Failed: Red indicator (rare, usually connection issues)

Customer Information Integration

The right panel provides context for informed responses:

Contact details: Phone/email for direct communication
Project specifics: Service requirements and scope
Location data: Address with map integration
Attachments: Photos and documents shared by customer
Survey responses: Complete inquiry details

Yelp Chatbot Integration

Automated vs Manual Messaging

Automated responses: Your welcome messages and follow-up sequences
Manual messages: Your personal responses through this interface
Smart coordination: System automatically stops automation when you manually respond

Transition Management

When you send a manual message, automated follow-ups pause
Manual scheduled messages work independently of automation
You can resume automation or continue manual conversation as needed

Professional Messaging Strategies

Response Timing Strategy

Immediate send: For real-time conversations and urgent matters
Scheduled delivery: For professional timing and boundary management
Manual follow-ups: For personalized nurturing outside automation

Template Strategy

Common responses: Pricing, availability, next steps
Personalization: Always use customer names when possible
Consistency: Ensure templates match your business tone and brand

Follow-up Strategy

Automated sequences: Handle standard nurturing
Manual follow-ups: Add personal touch for qualified prospects
Hybrid approach: Combine automation with strategic manual messages

Message Composition Best Practices

Before Responding

Review customer details - Check their full inquiry and requirements
Check conversation history - Understand previous exchanges
Verify contact information - Note if they’ve shared phone/email
Consider timing - Immediate or scheduled delivery?

While Writing

Use customer’s name - Personal connection improves response rates
Reference their specific project - Show you read their inquiry carefully
Provide clear next steps - Guide them toward desired action
Include contact information - Make it easy for them to reach you

Message Optimization

Professional tone: Match your business communication style
Concise content: Respect customer’s time with clear, direct messages
Value-focused: Emphasize benefits and solutions for their needs
Action-oriented: Include clear calls to action

Integration with Lead Management

Status Updates

Sending messages automatically updates lead status to “Follow-up”
Customer responses change status to “Answered”
Scheduled messages maintain current status until delivery

CRM Synchronization

All messages sync to connected CRM systems
Conversation history preserves for team access
Customer contact updates when information is shared

Team Coordination

Message visibility: Team members can see conversation history
Response coordination: Prevent duplicate responses
Status awareness: Team knows who’s handling which leads

Getting Started with Advanced Messaging

Quick Setup:

Create quick reply templates - Save common responses
Practice scheduled messaging - Test timing strategies
Set up manual follow-ups - Add personal touch to automation
Monitor message effectiveness - Track response rates

Your yelp AI assistant messaging system provides comprehensive communication tools for professional customer engagement while maintaining efficiency and personalization.

Questions about messaging features? Email support@nzleads.com or use in-app chat for guidance.