CRM: Customer Relationship Management "Chat" – Linkasoarus

Learn how to use CRM chat and inbox to communicate with your customers

What you will need

Already have an active Linkasoarus account
Already have at least one location created within Linkasoarus
Already connected your team to your location in Linkasoarus

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Where To Find Your Location's Chat Links (1st option)

Toggle to the left tool bar and click Locations
Select a location
Scroll to the right and under Action click edit
You will see 2 URL fields
- Location review form store link (best to share with customers at your location)
- Location review form website link (best to share with customers online. Ex. Google review reply)

Where To Find Your Location's Chat Links (2nd option: includes QR codes and URL click tracking)

Toggle to the left tool bar and click Analytics
Select "Shorten URLs"
Select "Review URLs"
You will see 2 URL fields for each location
- Location review form store link (best to share with customers at your location)
- Location review form website link (best to share with customers online. Ex. Google review reply)
Each URL also has a QR code you can download that is linked to these URLs
- The QR codes can be customized if needed with your own logo in the center of the QR code
The number of QR code scans or link clicks is tracked on this page

Where To Chat With Your Customers

Toggle to the left tool bar and click "Inbox"
Select "Location Chat"
- "All" tab will show all chats that have been started
- "Awaiting" tab shows all chats opened but not yet started or closed
- "Replied" tab shows chats that have been started but not closed
- "Closed" tab are chats that have been closed

How To Use Chat Screen

Click a chat to open
Read what your cutomer has sent, which will include the name they provided, email, phone, order date, order number
Click the reply field and click send to reply to a customers message
You can attached a image if needed
You can click "Add Note" to log an internal note for your records about the chat/customer
Click "Close Chat" to end the chat and prevent a customer for continuing to chat with you. This can not be undone!

How To Automate Including "Chat URLs" When Automating Replies to Google Reviews Using Reply Templates & Link Ai Auto-Reply

How To Automate Adding "Chat Links" to Reply Templates

Toggle to the left tool bar and click Reviews
Select Google
Select Reply Templates
Click Add New Template or Edit Existing
Write your reply and click the option "Insert form link placeholder" - click save
- To give your customers a 1-click link in their email when reading your reply it's recommended to place your "link placeholder" in the first sentence of your reply. Google allows the 1st 200 characters to be visible in the email notification, which includes the feedback form website link.
It's recommended to have 10 or more reply templates for each star rating option
Select the green check box next to each reply template you want to be used in random rotation
A recommended "best practice" is to also check "on" the edited review boxes for the same templates. This ensures if a customer changes a Google review star rating that Linkasoarus will update all old reviews to the correct review reply type. Example: a customer's "I'm sorry" reply on a 1 star review will automatically be deleted and replaced with a "thank you" reply if a customer changes their review to a 5 star
On the top of this same page under "Autmation Global Settings" check the green box if you want all reviews to receive these replies
- 3 options:
  - All reviews without comments (recommended for a 1-5 star reviews without comments)
  - All reviews with comments (not recommended for 1-3 star reviews with comments)
  - All edited review (recommended for all reviews)
- Under Automation Settings check the green box under each tab (1-5 stars) you would like turned on
  - Click the blue box next to the ones you've selected (ex. 1 stars without comments and 1 star edited reviews) to select all of your locations
Repeat these stepts for the 1-5 star tabs
Recommended best practice: turn on reply templates for 1-5 stars without comments, 4 and 5 stars with comments, and all edited review replies.

How To Automate Adding "Chat Links" to Link Ai Auto Reply

Toggle to the left tool bar and click Reviews
Select Google
Select Link Ai Auto Reply
Create/edit your "goal"
- Best practice recommended goal: Ask the person who gave the 1 star review to contact me using the link listed below to resolve the concern. Be very apologetic and use at least 200 words in the reply. Include in the reply a kind message about wanting the opportunity to make it up the customer and earn their 5 star review.
  - For 2 and 3 star goals update where is says "1 star" to say "2 star" or "3 star"
Toggle on the Link Ai option you want activated (do this for each 1-5 star you want this on.
Click the blue button "Select Locations for Automation" and then check all the locations you want this active
Scroll down to "Location form footer templates - 1 star (this needs to be done for each star rating tab)
- Create your 1 sentence "footer" message and click to add the [Contact_FORM_LINK] and click save
Scroll up to the blue box next to the star rating you've toggled on to have this automation active and click "Select Locations for Footwe with form link" and select all the locations you want this active
Best Practice: use Link Ai automation for all 1, 2 and 3 star reviews with comments. Link ai will read your customers comments and write the perfect reply based on your goal and will direct your customer to click your feedback form link to contact you. These reviews will appear in your "awaiting tab" under Google for you to read and approve 1 at a time or use the bulk accept feature to approve more than 1 at a time.

What you can do now

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