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:

1. Type your message in the text box
2. Click “Send” button
3. 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:

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

Best for:

• Responding to after-hours inquiries during business hours
• Timing messages for maximum customer availability
• Keeping professional hours without leaving customers waiting

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:

1. Type your follow-up message
2. Use “Send scheduled” option
3. Set delivery time (hours, days, or weeks later)
4. 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

This lets you add a personal touch alongside your yelp automatic follow-ups system.

4. Quick Reply Templates

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

How to create templates:

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

How to use templates:

1. Click the template icon in the message box
2. Select from your saved quick replies
3. Message populates automatically
4. 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 automated responses 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

Writing Better Messages

Before You Reply

1. Check their full inquiry and what they need
2. Look at the conversation history
3. Note if they’ve shared phone/email
4. Decide: send now or schedule for later?

Tips That Help

• Use the customer’s name
• Reference their specific project so they know you read their message
• Give clear next steps
• Include your contact info so they can reach you easily
• Keep it concise — respect their time

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

1. Create quick reply templates - Save your common responses
2. Practice scheduled messaging - Try scheduling a few messages
3. Set up manual follow-ups - Add a personal touch to automation
4. Monitor message effectiveness - Track response rates

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