Admins
In the Applause admin portal you can send out an Applause request, manually. You might want to do this if a customer needs to be re-sent the Applause SMS message.
This quick video will show you where to find the "Manual request for Feedback" option in the Applause admin portal or you can follow along below.
Navigating to this button
-From the Home page of your admin dashboard click the Locations subtab.
-Then click into any branch location (or select the specific branch if you are sending out on behalf of an employee).
When you are clicked into a location, you must be the "Location details" section of your already selected location.
On the right hand side of the page, You will see the "Manual request for feedback" box and the "Send Request" button. (If you don't, jump to the Permissions instructions below)
When you click "Send request". The following box appears.
-Enter the name of the person you are sending the message to
-phone number
-You will also have need to select the employee that you are sending this message on behalf of.
-Based on the different "modes" or "requests" enabled for this location, you can also select what type of request is sent out. (i.e. if you have public reviews enabled, tips enabled, NPS, you can choose which specific one is sent in this manual message through the drop down options in "Mode". "Follow location settings" is the default and any of your enabled modes in this location could be used, based on your frequency settings that are set-up.
If you happen to get a "Frequency" alert, you can override sending a message out even if they already received a message in the given frequency period you have in your location settings. This error occurs as it is honoring the frequency setting set up in the location settings.
To override the frequency setting, click this check box for "Bypass frequency limit" in the send request screen.
Note: Although the automation of messages with a CRM integration can send out an email request, sending one manually to an email is not support. You can only send a manual request through SMS
Permissions
If you don't see the Manual request for feedback box in your location page as an admin, you likely need to turn on this permission for your user account or have the "super admin" do it for you. Navigate to your company users list, and slide on this toggle under the permissions tab if you have the ability to do so, or verify that it is off and have the "super admin" turn it on for you.
If you see the need for employees to have the ability to send out manually from their mobile apps, this toggle is the permission to turn on in their company user profile.
Important note: If Applause is integrated with your CRM, there aren't many use cases for mobile app users to have the ability to send out manually as we are already automating the send out of the Applause request on completed services.
Mobile app users
If you have the above permission access granted from your company admin, you can send out an Applause text manually from your Applause mobile app. (If you do not have the ability to Send Applause link from your mobile app and think that you should, reach out to your company's admin)
Click the "You" button in the bottom right corner of the app, the "Send Applause link" option is the top option in this page.
After clicking Send Applause link, it brings up this box. In here, enter the name of the person you are sending the message to, their phone number and the location you are sending from (only if you are assigned to multiple locations within your company). Then click the Send button at the bottom.
If you receive this frequency alert as shown below, this lets you know a message was already sent to this customer, via automation or manually, within the set frequency days of your company's message settings. There is no way to override this in the mobile app.