Business Profile

The Timezone Preference feature is vital for businesses that operate across multiple regions or serve clients in various time zones. This functionality offers enhanced flexibility in scheduling, ensuring both the business and the customer can select the most suitable time for their appointments. Mastering how to enable or disable this feature is key to optimizing your appointment scheduling workflow. How to Enable or Disable Timezone Preferences To configure the Timezone Preference settings within your CRM, follow these straightforward steps: Step 1: Navigate to Business Configuration Settings Access the Settings menu from your CRM dashboard. Choose Business Configuration from the available options. Step 2: Modify Timezone Preference Find the option labeled "Deactivate Contact Timezone." To deactivate the Timezone Preference, ensuring all bookings adhere to your business's primary time zone, tick the checkbox. To activate the feature, allowing customers to schedule appointments based on their local time zones, leave the checkbox unticked. Key Considerations When the "Deactivate Contact Timezone" option is selected (checkbox ticked), all bookings will default to the primary timezone specified in Settings > Business Configuration > Time Zone. With the Timezone Preference disabled, customers won’t have the option to select a timezone when booking through the calendar widget, which simplifies the process for businesses operating within a single time zone. Use Cases Global Businesses: Companies with clients across different time zones can benefit from enabling the Timezone Preference feature, which minimizes confusion and enhances scheduling convenience for customers. Localized Operations: Businesses operating within a single timezone may prefer to disable this feature to streamline the appointment process for local clients. Troubleshooting If clients experience difficulties booking in their local time zones, check to ensure that the "Deactivate Contact Timezone" option is not selected. Verify that the time zone set in your Business Configuration settings aligns with your company's primary operating time zone. Common Questions What if I change the time zone setting after appointments are booked? Existing bookings will remain in the original time zone they were scheduled in. It’s advisable to inform your clients of any changes promptly. Can I adjust the time zone options visible to customers? The CRM automatically identifies and displays time zones based on the customer’s location, eliminating the need for manual adjustments.

Ensuring the accuracy of phone numbers within your CRM is a key step in enhancing the effectiveness of your SMS marketing efforts. Follow these steps to validate phone numbers: Logging into Your CRM Account Begin by accessing your CRM system and logging into your sub-account. Navigating to Account Details After logging in, go to the settings menu. This will take you directly to the "Business Profile" section.  Activating Phone Number Verification In the "General" settings area, locate the option labeled "Validate phone numbers when first SMS is sent to a new contact." Enable this feature to initiate phone number validation for new contacts.   Configuring Workflow Triggers While optional, you can create workflow triggers to manage Twilio validation errors. This automation helps you handle responses or actions based on the results of the validation process. Key Points to Remember Validation takes place when an SMS is queued, not during the contact import stage. If a number is detected as a landline, the first SMS will not be sent, avoiding potential delivery issues. Troubleshooting Guidance Verify that the "Validate phone numbers when first SMS is sent to a new contact" setting is active. If you encounter problems with validation, check the workflow triggers related to Twilio validation errors for any configuration issues. Common Questions Q: Is it essential to validate phone numbers for each SMS campaign? A: While it’s not compulsory, phone number validation is strongly advised to boost the success rate of your SMS campaigns. Q: Can I perform bulk validation of phone numbers? A: Bulk validation isn’t supported during the contact import process. Validation occurs only when an SMS is queued for sending.

Phone Number Configuration Before setting up the automated text response, ensure your account’s phone number is correctly added under the Phone Numbers section. This number will be used to send the automated text messages for missed calls. Setting Up Automated Text Replies for Missed Calls This feature allows you to automatically send a personalized text message to anyone who calls but doesn’t get through. Follow these steps to configure it: 1. Access the Feature: Navigate to the bottom right corner of your Business Profile, where you’ll find the option to set up the missed call text back feature. 2. Customize Your Message: Click on the feature to personalize the text message. You might want to include a prompt for additional information, provide details, or insert a link to schedule an appointment directly. 3. Activate the Feature: After tailoring your message, activate the feature to start sending automated texts. Practical Applications Consider a scenario where you're managing a busy salon and miss a call while attending to a client. The automated text reply could instantly send a message such as, "We’re sorry we missed your call! Need assistance or want to book an appointment? Reply here or book directly at [appointment link]." This quick follow-up helps maintain engagement and increases the likelihood of securing an appointment. Troubleshooting and Tips Feature Not Functioning: Verify that your CRM account's phone number is set up correctly and that the automated text reply feature is activated. Customization Problems: If the text message isn’t sending as expected, review the message for any errors or formatting issues. Common Questions Can the text message vary by time of day? Currently, the message is uniform regardless of the time. However, you can manually update the message to include time-specific details as needed.

The Power of Opt-In SMS Campaigns SMS marketing is a highly effective communication strategy, particularly due to its impressive open rates and prompt engagement. Text messages are opened significantly more often than emails—80% more frequently, and typically within just three minutes of being received. This makes SMS campaigns an invaluable tool for businesses, such as restaurants, to distribute offers and build a robust customer contact list for future interactions. Preparing for Regulatory Compliance Before initiating your SMS campaign, it's essential to ensure you are compliant with current regulations regarding SMS marketing. Here's how you can easily do that using your CRM: 1. Access the Settings in your subaccount. 2. Make sure to enable options that ensure SMS compliance, including adding opt-out instructions and sender information. Constructing Your SMS Campaign Creating a successful SMS campaign involves several key steps, from setting up automation workflows to crafting the perfect message. Here’s how to do it: 1. Initiate a Workflow: Start by creating a workflow tailored for your SMS campaign. This will manage incoming messages and responses. 2. Set Up Triggers: Implement a customer reply trigger that activates the workflow when a specific keyword is texted to your business number. For example, you could use "coupon2023." 3. Craft Your Message: Write a response that acknowledges the customer’s interest and provides a link to your discount coupons. Make the recipient feel special by using language like "VIP." 4. Double-Check Compliance: Verify that your campaign adheres to all SMS marketing regulations. Executing the Campaign 1. Upload Your Coupon: Before you link the coupon in your SMS, upload the coupon file to your CRM’s Media Library. 2. Create a Trigger Link: Utilize the CRM’s marketing tools to generate a trackable trigger link for your coupon. 3. Update Your Workflow: Incorporate the trigger link into your SMS workflow, ensuring recipients have easy access to the coupon. Optimizing Engagement with Respondents Once a customer opts into your campaign, it’s important to manage their experience effectively: 1. Segmentation Through Tagging: Tag each customer who opts in with a specific label, like "September 2024 Discount," to help organize your audience for future campaigns. 2. Follow-Up Strategies: Consider setting up additional workflows for customers who engage with the coupon link, incorporating a waiting period to avoid overwhelming them with immediate follow-up messages. Troubleshooting and Common Questions Q: What if customers aren't receiving the SMS? A: Ensure that all your SMS settings are correctly configured and that your campaign is fully compliant with regulatory standards. Also, verify the accuracy of the customer's phone number. Q: How can I enhance engagement with my SMS campaigns? A: Personalize your messages, offer genuine value, and use clear calls to action. Also, consider the timing of your messages to reach customers when they are most likely to engage.

Setting Up SMS Compliance To safeguard your SMS campaigns, this feature automatically enforces compliance protocols, such as embedding opt-out instructions in every message. Activating this option is vital to avoid legal complications and maintain the integrity of your audience relationships. Configuring Email Compliance Similar to SMS compliance, this setting ensures that your email campaigns are equipped with necessary elements like an unsubscribe link. Enabling this feature helps you stay within the bounds of email marketing laws and regulations. Managing Invalid Contacts Efficiently A critical aspect of successful digital marketing is maintaining a clean and accurate contact list. Our CRM offers several tools to help you achieve this. Automatically Flagging Invalid Emails By enabling this option, email addresses that experience a hard bounce are automatically marked as invalid. A hard bounce typically occurs when an email address is permanently unreachable, for instance, if the address doesn't exist. Utilizing this feature helps to keep your email list clean, thereby enhancing the deliverability of your campaigns. Validating Phone Numbers for SMS Campaigns Ensuring that your contact list contains valid phone numbers is crucial when using SMS marketing. This feature checks the authenticity of the phone numbers, preventing you from sending messages to incorrect or non-existent numbers. This not only optimizes resource usage but also improves the effectiveness of your SMS outreach. Automating Management with Workflows Our CRM also allows you to automate the management of your email and SMS campaigns by implementing workflows. Setting Up Workflows for Invalid Contacts You can create workflows that automatically alert you when a contact is marked as invalid, whether it's an email address or a phone number. This allows you to take immediate corrective action, such as removing the contact or reaching out through a different communication method. Troubleshooting and Best Practices How to Address Valid Contacts Marked as Invalid Occasionally, valid email addresses might be flagged as invalid due to temporary issues. If this happens, you can manually review and adjust the contact's status within your CRM. Frequency of Reviewing Compliance Settings It's advisable to regularly check your compliance settings, especially after updates to the CRM or changes in marketing regulations, to ensure that your campaigns remain compliant.

Grasping the Concept of Repeated Opportunities Enabling the "allow duplicate opportunity" feature permits adding the same contact to a pipeline more than once, making it easier to handle recurring business prospects effectively. Step-by-Step Instructions: Setting Up Repeated Opportunities Activate the Option: Navigate to your settings. Scroll down to the “General” section and turn on the "Allow Duplicate Opportunity" option.   Adding a Repeated Opportunity: Go to the opportunities screen and add a new opportunity.  If the contact already exists, you can now add them again. Be sure to use a unique identifier (like a modified opportunity name) to differentiate between the entries.  Automating Repeated Opportunities: Within the Automations tab, you can configure workflows that automatically create repeated opportunities. For instance, when a contact responds to a specific workflow, they can be added to the pipeline again as a new opportunity.  Practical Uses This capability is crucial for businesses that serve clients with ongoing or recurring needs. For example, a digital marketing firm managing multiple projects for the same client can track each project as a separate opportunity within the same pipeline, enhancing project management and client communication. Troubleshooting and Common Questions Can duplicate opportunities be merged later? Currently, each opportunity must be managed individually. Merging options might be introduced in future updates.

Configure Your Profile Settings This section provides a comprehensive guide to the company settings available within your account management portal. Note: Access to certain features may vary depending on your user permissions. Essential Company Information Location Identifier Here, you will find the current location identifier for your business. You can easily copy the ID by clicking on the copy icon. Company Branding Upload, modify, or delete your company logo. Additionally, you can update or remove essential company details such as name, email, phone number, and website. Custom Business Name Set a unique username for each sub-account associated with your company. Registered Business Name Enter your official legal business name here, as it is registered with the EIN. This information will be used for compliance purposes in the future. Official Business Email Input your business's official email address in this field. Business Contact Number Enter your official business phone number here. Company Website Include the URL of your business website in this section. Industry Niche Select the specific niche that your business operates in. API Access Key This API key can be used for integrations with tools like Zapier. You can copy the key by clicking on the copy icon, or regenerate a new key by selecting the refresh icon next to it. Detailed Business Data Type of Business Entity Choose the appropriate type of business you run—whether it's a Sole Proprietorship, Partnership, LLC, Cooperative, or a Non-Profit Corporation. Industry Classification Select the industry category that best describes your company. Government ID Selection Choose the type of Government ID you wish to use for registering your business. Business Registration Number Enter your company's registration number here. If your business is not yet registered, check the "My business is not registered" option. Operational Regions Select the geographical regions where your business operates. Multiple selections are allowed if your business has locations beyond the headquarters. Call Handling & Voicemail Configuration This section allows you to manage the default voicemail settings for all Twilio numbers associated with your location. The voicemail you set here will override any carrier-specific messages. Custom Voicemail Setup Upload a custom voicemail in mp3 format and configure the timeout duration. We recommend a timeout setting of 20 seconds or less. Business Location Details Physical Business Address Enter your business's physical address, ensuring it matches the address listed with your EIN. Include full details such as street, city, postal/zip code, state/province/region, and country. Timezone & Language Settings Specify your business's timezone, as this will affect triggers, appointment scheduling, and more. Also, choose your preferred language, which will be the default for system interactions. Authorized Contact Information Representative Details To designate an authorized representative, enter their first and last name, email address, job title, and phone number, including the country code. General Account Preferences Duplicate Contacts Permission Enabling this setting allows you to add contacts with identical information in name, phone, and email fields. Duplicate Opportunities Permission Turn this on to allow duplicate opportunities in your CRM, which will have the same data across all fields. Facebook Contact Merging by Name Enable this feature to merge incoming Facebook messages only if they match an existing contact's name, with case sensitivity in mind. Disable Contact Timezone When turned off, all appointments and time references will use the timezone of your CRM's registered location. Automatic Hard Bounce Management If enabled, emails will be automatically marked as invalid upon a hard bounce, preventing further email actions in automation for those contacts. Phone Number Validation This setting validates a phone number the first time an SMS or call is made to a new contact. Compliant SMS Messaging To ensure SMS compliance, activate the feature that appends an opt-out message to the first SMS sent via bulk messaging. You can customize the message by clicking on the "Customize" button. Sender Information in SMS For compliance and better delivery rates, this feature automatically includes the sender's information in the first SMS of any bulk message. You can customize this information and its placement within the message. Compliant Email Unsubscribe Links Ensure your emails are compliant by including an unsubscribe link, allowing recipients to opt-out from future communications. You can customize the default unsubscribe link and manage unsubscribe controls through this setting. Phasing Out Legacy Features Deprecation of Triggers and Campaigns Here, you can choose to enable or disable Triggers and Campaigns, as these older features will soon be replaced by Workflows. Missed Call Auto-Response Automatic Text Reply for Missed Calls This feature attempts to automatically send a text message to any phone number that registers as a missed call. Customize and test the text message before enabling it.

Navigate to the Business Profile section. Main Sidebar > Settings > Business Profile