Q: When a guest messages after business hours, the autoresponder sends a reply to them. So where does the business or front desk find the messages that came in the non-working hours?

All the messages received during the non-working hours are marked as Unread. The next day, front-desk staff can check all the unread messages on the left pane and see the auto response by ezConnect.
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Q: How do I use ezConnect to talk to a guest for issues such as negative feedback?

ezConnect is a two-way messaging service, and it does not support calls. If you receive a negative feedback, your best option is to talk to the guest directly. You can find the phone number in the guest profile.
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Q: What transactional messages can I send using ezConnect?

You can send all the notifications and message templates that you configure at the organization level, on ezConnect. To view the templates, at the organization level, navigate to Admin > Organization > Organizations > Email/Text.
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Q: Can I initiate a WhatsApp chat with a guest?

No. You can only reply to a guest’s query on the WhatsApp channel. ezConnect does not allow the front-desk staff to initiate a new conversation with a guest.
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Q: Can we run marketing campaigns via ezConnect?

ezConnect allows you to send transactional and marketing messages to the guests only on the SMS channel.
On the WhatsApp channel, businesses can only send transactional messages and not marketing messages.
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Q: What is the difference between ezConnect WhatsApp feature and the regular WhatsApp business?

ezConnect is completely integrated with Zenoti and allows you to access guest profile and view appointment details of a guest directly from its interface. This offers a seamless experience to the front-desk staff as they stay on top of communications with guests.
If a business uses WhatsApp business for its two-way communication, they must switch between Zenoti and WhatsApp to view guest information which is cumbersome.
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Q: Can the guests send MMS via ezConnect?

Yes, guests and front-desk staff can send images and short videos on ezConnect. This is available on both SMS and WhatsApp channels.
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Q: If guests call the number from which they received a text message, will that call be forwarded to the center?

No, ezConnect will not forward any call as it is not supported. If a guest wants to reach out to the center, they must call the center’s landline number.
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Q. Is ezConnect HIPAA compliant?

No, ezConnect is not HIPAA compliant.