Rules for Using Moovs Chat for Automated or Follow-Up Communication
Moovs Chat is a powerful tool for engaging with customers, but it is essential to follow the platform's guidelines to ensure compliance. Below, we outline the rules for using Moovs Chat for automated or follow-up communication, including permissible and prohibited use cases.
Overview of Moovs Chat Communication Policies
Moovs Chat allows businesses to communicate with customers in a way that enhances their experience. However, strict guidelines govern the type of messages that can be sent to ensure compliance with non-marketing policies.
Permissible Uses of Moovs Chat
You can use Moovs Chat for the following purposes:
Transactional or Service-Related Messages: Messages that provide essential information related to a customer's existing interaction or transaction are allowed. For example, sending a message to confirm a booking or provide service updates is permissible.
Browser Automation for Non-Marketing Messages: Automation that mimics an operator opening an existing chat thread and sending an approved, non-marketing message is allowed. This includes workflows where the content is strictly transactional or service-related, such as notifying a customer about an update to their service.
Prohibited Uses of Moovs Chat
The following uses are not allowed:
Marketing Messages: Any message that promotes a new service, product, or booking is considered marketing and is prohibited. For instance, sending a post-trip message asking if a customer needs a return ride and including a booking link—even without a discount or promotion—is not allowed.
Examples of Compliant and Non-Compliant Scenarios
Compliant: Sending a message to notify a customer about a delay in their scheduled service.
Non-Compliant: Sending a message to encourage a customer to book a new service, even if no promotional language is used.
By adhering to these guidelines, you can ensure that your use of Moovs Chat remains compliant and effective for customer engagement.
Related Topics
How to Set Up Automated Messages in Moovs Chat
Best Practices for Customer Communication Using Moovs Chat