Follow these steps to end / remove a universal pause:
1. Read our FAQ below
2. Adjust your reminder messages
3. Email the Gazelle team
Step 1: FAQ
How do I end a universal pause?
To end a universal pause email email@example.com, tell our team you read this article, and that you have taken the necessary steps outlined in step 2.
Will my clients get blasted with all their 'missed reminder messages' when I turn everything back on?
The short answer is 'No'. But some people will have missed important messages. This isn't a big deal unless a client has progressed through multiple lifecycle reminder states during the pause.
What happens to clients who have missed some important reminder messages?
As soon as you unpause your reminders Gazelle will start sending your automated messages based on the current lifecycle state they are in.
Because lifecycle messages build on each other, if they have changed reminder states during your pause they will likely have skipped important messages but you can adjust for this by editing your reminder messages.
STEP 2: ADJUST YOUR REMINDER MESSAGES
You have two options for adjusting your reminder messages as you come to the end of your universal pause. One of these solutions will apply to you more than the other.
Solution #1: Keep everyone on their existing LifeCycle and edit the individual message templates to be more relevant to your present situation. Here is an example text you can add to the top of all your message templates:
"Due to _______ situation I had to pause all of our piano service reminders. I am now resuming normal operations...."
Solution #2: Transfer everyone to a temporary lifecycle to create a clean slate and eventually restart all your lifecycle reminders.
- Create a temporary lifecycle that sends 1 email & 1 text message to everyone saying "I am back, if you have been meaning to book an appointment you can do so now, otherwise I will be in touch the next time your piano is due for service".
- Temporarily assign / bulk transfer all clients to this lifecycle for 2 weeks.
- After 2 weeks transfer everyone back to your original lifecycle to resume their normal service reminders.
STEP 3: EMAIL OUR TEAM
When you are ready for reminders to send again email our team at firstname.lastname@example.org. Please let us know you have taken the necessary steps and that you are ready to end your universal pause.