For a complete walkthrough of LocalMessages and other products right in your dashboard, check out our Product Tours Library.
To explore LocalMessages, log into your OneLocal account and click the LocalMessages tab on the left sidebar. The guide below will provide an overview on how LocalMessages works.
Left Side Pane:
The left side pane contains all your message threads both open and closed. By default, message threads are sorted by newest.
As in the example above, Open message threads will be displayed by default. Click on a message thread to send a new message or view the conversation history.
Click on a message thread to send a new message or view the conversation history. To reopen a closed message, select the thread and click Reopen.
The search bar across the top allows you to search for a message thread by the client’s name or phone number. This is a great way to easily pull up your conversation history with a given client if, for example, they call into your office for an update.
Middle Pane:
The middle pane will display the conversation history for the message thread you’ve selected. In the example above, the open conversation with Maggie McIntyre has been selected and we can easily reference any past interactions.
At the top of the page, you will have the option to Close the thread if you are no longer texting back and forth with this client.
You will also have the option of clicking the three dots icon. From here, you will be able to Mute, Opt-Out, or Block this client.
The middle pane is also where you will send new text messages. At the bottom of the page, select Message and begin typing to send a new text message.
Select Internal Note and begin typing if you’d like to leave a private note for yourself or a team member. In the example above, I’ve left myself a reminder to send the client a LocalReviews request after her next transaction.
Message Templates allow you to save time and standardize messaging across your team. It’s easy to insert or create a new template right from the message thread.
After composing your message you have two choices: Send & Close or just Send.
Send & Close will send your text message and close the thread. If your client responds, the thread will automatically be reopened. You can also reopen the conversation yourself at any time by locating the message thread and clicking Reopen.
Send will send your text message and the thread will remain open. This is the best option if you expect to text back and forth with your client several more times before ending the conversation.
Right Side Pane:
The right side pane is where you can quickly reference this client’s contact information and other important information about their history with your business.
At the top, you can view (and edit if needed) the client’s contact information as well as confirm their subscription status (opted in, or out).
If you are making use of LocalReviews, you’ll be able to see your client’s feedback request history below. Not only will you be able to see which survey(s) this client has received, but also when each survey was sent and what the client’s sentiment was.
Finally, if you are making use of LocalReviews, you will be able to send a new feedback request right from this side pane. Simply click Request Feedback, confirm that the information is correct (or make any necessary changes) and click Send.
To learn more about feedback requests and surveys, please see our LocalReviews support guides.