Guestbook Conversations allows you to engage directly with your customers, providing a platform to send messages, thank you notes, gifts, reminders, or address any issues they might have with their orders.
To use this feature, log into your Snackpass dashboard and navigate to the MARKETING > CONVERSATIONS section from the left-side menu.
Here, you will see a list of all conversations with your customers, including any unread messages.
Sending Messages to Customers
To send a message to a customer:
Click on the conversation you wish to initiate.
A chat window will appear on the right side of the screen.
Type your message in the text box at the bottom.
Once you're ready, click the SEND button to send the message.
Marking Messages As Unread
If you open a conversation but don't have time to respond immediately, you can mark it as unread for follow-up later:
Click on the MARK UNREAD button in the upper right corner.
This will move the conversation to the UNREAD tab, making it easier to find and follow up on later.
Sending Gifts To Customers
To send a gift to a customer:
Select the customer’s conversation you want to send a gift to.
In the bottom-right corner, click the CHOOSE GIFT button.
A window will appear with quick discount options, or you can choose a free item from your menu.
Select the desired gift and it will be attached to the conversation.
Add a message to accompany the gift and click SEND to send it to the customer.
Using Magic Respond
Guestbook Conversations also includes a Magic Respond feature, powered by AI, to automatically generate a response for you. To use it:
Click on the Magic Respond button in the bottom-right corner.
The AI will generate a response, which will appear in the message box.
Review the generated message and edit it as needed before sending it to the customer.
Viewing Customer Stats
If you want to view a customer’s stats before sending a message, click the STATS button in the upper right corner of the conversation window.
A side window will show the customer’s information, including how long they’ve been a customer, their order frequency, total spending, and a history of all their orders.
You can also click on any order to VIEW ORDER details, which allows you to process a refund, partial refund, or upcharge if needed.
For a visual guide on how to use these features in Guestbook Conversations, check out our Guestbook tutorial videos here.
If you need assistance or have any questions, feel free to contact us at [email protected] or 866-868-2146.