Instant reply to requests
When someone books, asks for a quote or asks to join a plan on your website, Zome replies to them straight away. It's on unless you turn it off. The default reply is:
Hi (first name), this is (your business). We got your request for (the service) and will be in touch soon to confirm. Reply here with any details or photos.
Outside your opening hours, Zome adds when you open next, like "We're closed right now and open again at 8am tomorrow."
To change it:
- Go to Follow-ups and scroll to Automations.
- Find Instant reply to requests and edit The reply they get. Zome fills in
{first_name},{business}and{for_service}. - Use the switch to turn it on or off, then press Save.
The reply goes by text to US and Canadian mobile numbers, otherwise by email. It's never sent to someone who texted STOP. If texting and email aren't connected yet, it waits in Follow-ups under Ready to send.
New request alerts
New request alerts, also in Automations, tell you the moment a request comes in: on your phone or computer if you turned on notifications, and by email or text once connected. Email alerts go to the email in Settings.
The still-waiting reminder
If a new request still hasn't been answered after a set time, you get one more alert: "Still waiting", with the customer's name and how long ago it came in.
- Set the time in New request alerts, in Reminder after (minutes), from 0 to 60. It starts at 15. 0 turns the reminder off.
- Only your open hours count. With the 15-minute setting, a request that comes in at 9pm reminds you 15 minutes after you open the next day.
- For emergencies, every minute counts.
- Each request gets one reminder at most. Requests you add yourself don't get one.
- It stops once you reply by text, or move the request out of New.
Your opening hours are in Settings. See Business details, opening hours and notifications.
Setup reminders
In your first three weeks, Zome sends you one note for a setup step you haven't done yet: publishing your site on day 1, adding your Google review link on day 3, connecting your own domain on day 7 and sending your first review requests on day 14. Steps you've already done are skipped. To stop them, switch off Setup reminders to you in Follow-ups, under Automations.