Texting

Texting is a new method of communication for you and your customer in DealerMine.  In today's busy world some customers may prefer this method of contact, so be sure to ask them if they'd like to opt in to receive text messages from your dealership.  

• • Each store and branch is set up with its own unique 10-digit texting phone number that can be advertised and given out to all customers. (I.e. include it on emails, letters and the website). Please contact your Administrator or DealerMine Technical Support to have your Texting Setup.  

  • By default, all customers are turned off for this contact method until you have received approval from them. 

  • A customer can be turned on for Texting by either clicking on their name on the Profile tab and selecting Contact Methods->Text, or clicking a message on the Texting tab, and from within the Phone Control, selecting Turn On Texting.

  • When selecting calls, and if Texting is used as a contact type, ensure a template is selected; otherwise, the customer will not get recycled off the screen, and the call won't be recorded in Contact History. 

  • A red orb displays when there are unread texts. Unread texts are displayed in bold.

  • The blue "i" icon displays when there is information on a tab.

Customers opting "out" of Texting

DealerMine appends (To unsubscribe, reply "stop") to the bottom of every text message sent, which allows the user to unsubscribe at any moment.  If the user replies back "stop", DealerMine will turn the texting contact method off for all customer files that contain that cell phone number in your database.

If a customer replies with STOP, STOPALL, END, CANCEL, UNSUBSCRIBE OR QUIT they will be turned off for Texting.

If a user writes back "Start" they must be turned on manually by a DealerMine user.

Sending a Text

• • To send a text message to a customer through DealerMine, they must be turned on for the contact method "Text".

  • Customer must have a 10-digit cell phone number.

• • Click theText Action button to initiate sending a text to any customer who is turned on.  

  • A phone slides in from the right side of the monitor allowing you to type a message to your customer.  

  • If you see the message shown circled below, this indicates the customer is still turned off for Texting. 

  • If no message appears, simply type the text, hit enter or click Send.

Figure 1: SMS button and Phone Control

Service Advisors can also send and receive text messages in DealerMine but need to have the SA Texting option turned on first.  This option allows Service Advisors to text and then receive replies when the customer's RO is open.  When an RO is closed the texts will then be routed to the BDC.

Receiving a Text

• • All received texts funnel into the Texting tab.

  • A red orb lights up indicating when new texts arrive to read.  

  • All bolded Texts have not been read.

The Texting tab consists of three sub tabs:

• 1. Incoming Today - the most recent incoming messages received today. From this tab, double click any customer to see the smart phone slide in to read the full conversation. Right click any customer to view profile.  All unread texts have a yellow star to the right of the text.  Unread meaning, unread by any DealerMine user since we have no idea of knowing if a text has been read by a customer.

  2. Last 30 Days - all texts sent or received over the last 30 days.  Black arrow = incoming, Red arrow = outgoing.  Right click to view profile.

  3. Incoming Orphans - all incoming texts where we cannot find a match to the 10-digit phone number belonging to the sender.  Right click to search for a match using your existing database.  This will link up your texting history with the appropriate customer file.

To view the Texting tab, see the screen below:

Figure 2: Texting tab

Texting History

• • All texts sent and received will be saved in Text Hist for future referencing, not Contact History.  

  • Texting contacts aren't being recycled yet, so there is no recycle code attached to a Text being sent out.  

  • In Text Hist the black arrow indicates incoming and the red arrow is outgoing by your staff.  

Figure 3: Texing Hist tab

Note:  Texting Recycle Codes and Templates will be coming on a future version of DealerMine.

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