Automations: text-backs, reminders, reviews

Turn them on

1. 1In your dashboard, click Automations in the menu.
2. 2Click Turn on the recommended set. It switches on the ones your plan includes, out of missed-call text-back, a new-lead message, follow-ups, appointment reminders and a review request (once your review link is saved), each with a ready-made message.
3. 3Or pick one under Ready-made automations and click Use this (for follow-ups, Set up follow-ups).
4. 4To change one, click Edit, change When, Send by or Message, check the Preview, and click Save changes.
5. 5Click Send test to get a test text on your team's number (add it on the AI receptionist page first).

The review request needs your review link, and a message that uses your booking link needs that link: save them in Integrations > Booking, payment & review links. A message that uses a link you haven't saved isn't sent.

What each automation does

• Missed call: texts every caller you couldn't answer, right away. It's switched on for you when your number goes live, so you only need to change it if you want your own wording. With Call back missed callers on, it adds "Reply CALL and our AI assistant will call you back" (see Calls your AI makes).
• Appointment reminder: before each booked appointment (1 day before at first, at least 15 minutes). Customers reply C to confirm or R to change the time.
• Appointment moved and Appointment canceled: tell the customer the new time, or offer to rebook. These go out with a built-in message even if you don't add them.
• Review request: a while after each appointment ends (2 hours at first), with your review link.
• Follow-up (no reply): to people who asked about booking or prices and then went quiet. Several steps can make a sequence, and it stops as soon as they reply or book.
• New lead and Quote request: a confirmation as soon as your AI takes someone's details or a quote request.
• No-show: offers a new time when you mark an appointment as a no-show.

Every new booking also gets a booking confirmation on the customer's channel (emails include a calendar invite). That's always on.

Which plans have them

• Missed-call text-back, appointment reminders, and moved and canceled notices: every plan with phone calls, such as Phone Only, Starter and Growth.
• Review requests, follow-ups, new-lead, quote-request and no-show messages: Growth.

Texts count toward your plan's automated texts (for example 300 on Starter and 400 on Growth). Extra ones cost $0.05 each, or they stop at your allowance if you chose Pause at my plan's allowance in Plan & Billing. During the free trial they stop at the trial's 20. An automation your plan doesn't include shows a lock with the plan that has it.

Who gets them, and when

• Channel: Send by is set to the way the customer contacted you. If that can't reach them, Frontivo.io tries WhatsApp, then a text from your number, then email.
• Texting consent: texts go only to customers who agreed (they texted you, said yes when your AI asked, or ticked the box on your chat form). Everyone else gets WhatsApp or email. The one missed-call text is the exception.
• Opt-outs: anyone who replies STOP gets no more automated messages, on any channel.
• Quiet hours: review requests, new-lead, quote, follow-up and no-show messages wait for 8 AM to 9 PM on the customer's own clock (8 PM in Florida and Oklahoma). Reminders and missed-call texts go right away.
• Language: ready-made messages go out in the language the customer writes in.