If you are using Retention Pro with other Pro Pack systems you can request to use the same phone number across all programs.
Because Retention Pro and certain parts of Pro Pack are largely used for communicating with customers via text you may wish to use the same outbound phone number across your Bolt On platforms in order to create a more seamless experience for your customers. You may or may not be eligible for this feature based on your location and which Bolt On products you are using.
If you are interested in more information on this feature please reach out to your Account Manager or our Support team.
This is currently unavailable for shops in Canada.
Why would using the same phone number be helpful?
If you are using multiple systems to communicate with customers then they would be receiving text messages from your shop from more than one phone number. Using the same phone number across your Bolt On systems means that all communications (regardless of if they come from Retention Pro, Message Manager Pro, Lube Sticker Pro, etc.) will all be sent to your customers using the same phone number. This allows your customers to save that texting number on their end and always know who is texting them.
How would that work as far as what you see in our system?
Once the phone number has been set up to be used across the multiple systems you will be able to see the same messaging activity in all of your inboxes. So, for example, if you use Retention Pro and Message Manager Pro you will be able to see the same conversations in the Retention Pro messaging center as what you will see in the Message functions of Message Manager Pro.
It is important to note that while you will see the same conversations moving forward you may not see full messaging history in all platforms. For messages sent prior to setting up the same phone number across your systems you will still need to view them in the platform they were originally sent to/from.
Can the systems tell if a customer may have already received a similar automated message from another part of the system?
If, for example, you have Appointment Reminders set up in Lube Sticker Pro and you have Appointment Reminders set up in Retention Pro, the systems will not be able to recognize that another system already sent an Appointment Reminder. This would cause your customer to receive two Appointment Reminders, one from each system. To avoid customers receiving double messages you will want to review all of your campaigns and settings with your account manager after the shared phone number is enabled to ensure that you don't have overlapping messages.
Please reach out to your Account Manager or our Support team for more information and to see if you may be eligible for this feature.