Q: If a customer opts out of texting by replying "stop" why wont DM let me turn them back on for that contact type?
A: DealerMine will not allow turning the texting flag back on unless the customer "opts in" by sending a message with the word "Start". If DM receives a text from the customer with the word "start" DealerMine will then allow the texting flag to be turned back on. But without that opt in from the customer, the flag will remain greyed out.
Q: How do I build texting templates? Are there defaults templates available to use in DealerMine?
A: Instructions on building texting templates is located in DealerMine’s Knowledge Base, here is the link; https://sites.google.com/a/dealermineservice.com/documentation/administration/users/manage-templates. There are default templates that can be used in DealerMine, however they do need to be set up on an individual basis per store or branch. This is typically done during a new install on any dealership that has started using DealerMine since texting was released. There would be one default template for a maintenance text, one for a no show text and one for a confirmation text. Keep in mind there are no merge fields in any texting template so some scripting in the body of the text will need to be updated prior to sending the message to a customer.
Q: Sometimes when I text a customer it automatically recycles and sometimes I have to use the recycle button why does this happen?
A: When you are texting a customer the file will be automatically recycled if you select one of the texting templates and select send. This will automatically record that the text was sent in Contact History and recycle the customer for the number of days associated with the Texting recycle code and move you on to the next customer in your list. If no template is chosen and you manually type in your response and hit send, you will remain on the current customer file and your response will be recorded in the Text History Tab not in the Contact History. In this case you would need to select the correct Recycle code that applies to the situation by using the Recycle Action Button.