Types of Messages, an Overview

Objective

This guide provides a comprehensive overview of the different types of messages in NextPaw, including both inbound and outbound communication. Understanding how each message type functions will help you streamline customer interactions, respond more effectively, and maximize the value of your messaging tools.

1. Inbound Messages

Inbound messages are initiated by customers reaching out to your business through various channels. These messages are automatically routed to your NextPaw Inbox for easy management.Facebook Messenger – Customers can send your business a message through the Facebook Messenger app. These conversations appear in your NextPaw Inbox automatically.

  • Website Chat & Contact Form
    • Customers can interact via the chat widget or submit a message through your Contact Us page.
    • This creates a new contact in your NextPaw dashboard.
  • Text Messaging (SMS & MMS)
    • Your business gets a dedicated textable number through the NextPaw info widget.
    • Any messages sent to this number will appear in your NextPaw Inbox under the text message filter.

    Dedicated Text Number

2. Outbound Messages

While at checkout, it's a great time to ask for a review—this moment of direct interaction not only encourages immediate feedback but also allows you to collect the customer's contact information, create a new relationship in your system, and seamlessly send them a review invitation. Outbound messages in NextPaw make it easy for your business to initiate communication for reviews, updates, and promotions, helping you stay connected and build long-term loyalty.

How to send a review request:

  1. From the NextPaw Dashboard, select the blue thumbs-up "Request Review" button at the top right.

    Request Review Button Location

  2. Enter the customer's name and phone number.
  3. Click "Send Request."
    Note: This will send customers your template review text message, which includes a direct link to leave a review on Google or Facebook.

Request Review Form

Best Practices for Requesting Reviews:

  • Make It Personal – Ask for a review in person after a positive experience. A genuine face-to-face request increases follow-through.
  • Give a Heads-Up – Let customers know you'll send a review request by text and encourage specific feedback.
  • Explain the Process – Tell them the review link will come via text. This builds trust and improves conversion.
  • Make It Easy – Use the Request Review feature so customers don't have to search for your business online.
  • Highlight the Importance – Explain how reviews help grow your business, improve online visibility, and build community trust.

Automatic Review Reminders:

  • If a customer doesn't leave a review right away, NextPaw sends a polite reminder text after 24 hours.
  • You can customize or disable this feature in your settings.
  • Appointment, Order & Promotion Updates
    • Use outbound messages to keep customers informed about:
    • Appointments
    • Orders & deliveries
    • Special promotions or events

Why It Matters

Using both inbound and outbound messaging in NextPaw helps your business:

  • Improve communication by consolidating all customer messages in one place.
  • Boost your online reputation by making it easy for customers to leave reviews.
  • Increase efficiency by managing appointments, updates, and feedback from a single dashboard.

Check your NextPaw Inbox regularly to stay engaged and responsive.

Need Help?
If you have any questions, feel free to contact us at Support@NextPaw.com.

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