Overview
Phone calls, sent messages and comments: where your customer communication lives and how to follow it up
Last updated on
Under Communication you follow everything that is said or sent between your park and your customers: phone calls, messages Tillor sends, and internal comments. Here you also decide which messages go to a customer and see whether they arrived. Conversations that customers start through chat or social media are in the inbox.
Good to know
- An invoice message or reminder never goes out by itself when booking. You start it, or an automation does
- If a message is stuck for longer than 5 minutes, Tillor tries again. After 2 days without being sent it is set to Failed
- You can only send an SMS with organisation details during an ongoing call, from the panel at the bottom right
- A new message in the inbox appears as a card at the bottom right and disappears after about ten seconds
- Phone calls only come in after Voys is installed and the call plan points to Tillor
How does it fit together?
All communication with a customer comes together on the customer profile. What goes out and what comes in runs over different channels.
- Calls come in through your phone provider and are linked to the customer by phone number.
- Messages from customers via chat or social media arrive in the inbox.
- Messages to customers you send from an invoice. You follow the delivery under Notifications.
- Comments are internal. Customers do not see them.
Components
Inbox
WhatsApp, Messenger, Instagram and website chat in one place
Phone calls
Follow up calls, listen to recordings and send details by SMS
Sending an invoice or reminder
Send a message to a customer yourself
Notifications
View the delivery status of sent messages
Notification types
All kinds of messages and when they go out
Comments
Internal comments on customers, invoices and other records
Providers
Voys and Twilio: who makes the calls and who sends the texts
Terms
- Phone provider: the company that supplies your phone line, for example Voys.
- Notification: a message that Tillor sends to a customer or user.
- Channel: the route a message takes, such as e-mail, SMS, post or WhatsApp.
- Inbox: the place where messages from customers via chat and social media arrive.
- Comment: an internal note on a customer, invoice or other record.
More terms are in the glossary.