The first step in configuring messaging is setting up an email address to receive replies from customers who respond to any SMS messages from Applause (email replies aren’t included). Only 1 email can be set-up for this email forward and not multiple emails.

When a customer replies, Applause forwards their message to the email you’ve set up as forwarding email address, so your business/location is notified of any messages customers send in reply to your text communications.

Then, customers will receive an automated response letting them know the message came from a no-reply number along with instructions on how to contact you.

You can customize that message in the Auto Response field. (This field also supports dynamic text variables, allowing you to personalize the automated message for each customer.)

The Frequency scale lets you control how often the same customer can receive text messages from Applause.

Example: Setting a frequency of 7 means a customer will not receive more than one Applause text message within a 7-day period, even if they had two separate services during that time. This helps avoid bomboarding customers and the communication experience smooth.

This fields let you choose the time window when Applause can send texts. This covers standard NPS surveys, Public review requests, and reminder texts.

Any completed jobs outside of these hours will be schedule a message to send at the start of the messaging window the next day.

All of the fields below must updated by the Applause team. For further help with enabling or customizing these fields, you may also reach out to your Customer Success Manager.

This text box shows you the copy of the initial text message sent to customers after a completed service. This message includes the link to the URL of the landing page and dynamically inserts the customer’s name, company facing business name, and employee’s name for each specific service.
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Our default messaging is research-backed to achieve the highest customer feedback response rates and best practice is to ask for this message to be modified. They include personalized elements such as customer names and dynamic placeholders to maximize the highest click-through rates, reduces any filtering at the carrier level, and is standardized to work regardless of the type of "mode" or requests your are utilizing in Applause.

This field lets you control when customers receive a follow-up text if they don’t respond to the first one. You can set a delay of up to 10 days. We recommend keeping this at 1 Day due to the completed service being fresh in the mind of the customer. Anything longer than a day, the customer has typically already forgotten about the service that was completed for them.
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Example: If you set the delay to 1 day and the first message is sent on Monday, the reminder will go out on Tuesday around noon. If reminder messages are turned off in the settings below, this option won’t apply.

This field lets you view message sent to customers who never clicked the link in the initial text message.
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If a customer opens the link but doesn’t complete the process, it’s considered an Incomplete Reminder, which you can view what wil say in the fields below.

The last part of this configuration is to have email sending either ON or OFF to use email communication for customers who don’t have a valid mobile phone number for text messaging.

When enabled, Applause will send emails instead of text messages if a mobile number isn’t available. Applause will not send both an SMS and Email. Email sending is only a fall-back if a customer phone field is empty, or Applause recognizes the SMS couldn't be delievered - likely due to the only phone option being recognized as a landline.

*These fields can be personalized and it supports dynamic text variables
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Email FAQ:
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Q: What email address would a request to a client be sent from, if the system were sending them a feedback request via email?
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​A: noreply@applausehq.com is the email. The label we give it, as an inbox would read it like it does our Names, will be the Location name the Rate. is sent from.
Would look like:
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David's Pest Control <noreply@applausehq.com>