How to Configure Email, SMS, and Standard Messages

Navigator allows workshops to communicate with customers through automated email and SMS messages. This includes booking confirmations, appointment reminders, and invoicing messages. These tools improve customer engagement, reduce no-shows, and streamline workshop communication. The setup is customisable, allowing you to add company branding and dynamic content using substitution codes.

This article provides a step-by-step guide to configuring these communications within Navigator.

Accessing the Messaging Setup

To begin, select the Email/SMS icon from the service parameters area. The system will present five key tabs for configuration:

1. Email Booking Confirmation

2. SMS Booking Confirmation

3. SMS Appointment Reminder

4. Standard Messages

5. Email Invoice Text

1. Configuring Email Booking Confirmations

This tab allows you to set up emails sent automatically when a booking is made.

• Enter a subject line (e.g. "Booking Confirmation").

• Add your company logo and message content.

• Use the Insert Substitution Codes on the right-hand side to personalise the email with customer and booking details (e.g. name, date, vehicle).

Once configured, the email will be sent automatically as soon as an appointment is created.

2. Configuring SMS Booking Confirmations

In this tab, you can create SMS messages triggered when an appointment is made.

• Compose your message in the field provided.

• Use substitution codes to insert dynamic data such as customer name or booking time.

These messages are concise and immediately sent upon booking to confirm the appointment.

3. Configuring SMS Appointment Reminders

This tab is used to set up reminder messages for upcoming appointments.

• Create the message using substitution codes for personalisation.

• The system typically sends the reminder the evening before the appointment.

This helps reduce missed appointments and improves workshop efficiency.

4. Creating Standard Messages

Standard messages can be manually sent via email or SMS for various workshop communications.

To create a standard message:

1. Click the plus (+) button next to the Standard Message Name field.

2. Enter a name for your message and click OK.

3. Select the new message name from the dropdown.

4. Enter your message content in the field below.

Repeat the above steps to create as many templates as required.

These standard messages are useful for ad-hoc communications such as service updates, collection notifications, or delays.

5. Configuring Email Invoice Text

This tab allows you to set up the content and branding for emails that accompany:

• Invoices

• Credit notes

• Other workshop-related financial documents

You can:

• Insert your logo.

• Add tailored messaging appropriate to your brand and service standards.

This ensures consistency and professionalism in all outgoing billing communications.

Summary

By correctly configuring each of these messaging options, your service department can ensure timely, branded, and accurate communications with customers. This not only enhances customer experience but also supports operational efficiency.