Message Manager

Creating Ticket

1. Marketing > Review Manager > Review Manager Sign Up > Subject: 'RM Enrollment'

Message Manager Set-Up 

1. Open the following: BirdsEye, eSAT, RM/M Manager Excel sheet 

2. In the Teleflora acct in BirdsEye, click ‘Business’ in the left-hand menu 

3. On the left click the blue ‘Add business’ button 

4. Update business information to match GBP > check both ‘Reviews’ and ‘Messaging’ > Click ‘Save’ 

5. Go back to the ‘Businesses’ tab and click on the ‘Demo’ filter on the left 

6. Search shop name and copy the ‘Business ID’ 

7. Switch into eSAT 

8. Click the ‘More’ navigation tab 

9. Select the ‘General Settings’ > ‘Site Settings’ 

10. Paste the Business ID into the ‘Review Management Business ID’ box at the bottom 

11. Then copy email address from the excel sheet and paste it into the ‘Review Management User ID’ box 

12.  Switch back to BirdEye, from where you left off 

13. Click the three dots next to the shop name and select ‘Change site to active’ from the drop down menu 

14. Switch to the ‘Active’ tab and search the shop 

15. Log into their account by clicking on the shop name 

16. Scroll down and change the nickname to include the shops TF id to the name 

17. (ex: 00001290 - Purple Flowershop) 

18. Click the settings gear icon in the upper right corner 

19. From Business Info, scroll down and click ‘Users’ 

20. Click the blue ‘Add users’ > ‘add single user’ if applicable 

21. Update information  

    1. 1. 1. Exclude the phone number and make sure email is the same as the one in eSAT 

2. Set the role to ‘Administrator’ 

3. Change ‘all review sites’ to ‘Direct Feedback’ only 

4. Change message notifications in the client wanted them instantly , daily, or weekly 

5. Click ‘Add’

22.  Enable SMS Checkbox in eSAT

21. 1. 1. 1. From the Top navigation in eSAT, Select "More"

          2. Under Settings (far left column) click "Checkout Configuration"

          3. Scroll down to the bottom section called "Payment Page Settings"

          4. Find the toggle for "SMS Signup Checkbox" and switch it to "On"

          5. Scroll to the top and click "Save Changes"

Activate Billing in Lawson 

1. Message Manager shops using EF-INBOX service item ($60).  

2. Select ‘A’ on an open item

3. Paste in service code

4. Change the date effective to the correct month (YYYYMM)

5. Put authorized by as the name of the TSM or shop owner, whoever told you to add it.

6. Put Notes as ‘Billing starts in [month]”

7. Click ‘Change’

8. Exit and look again to make sure it was added

9. If you do not normally add/remove billing items, simply send an email to Marion Thompson letting her know which service needs to be activated and when billing should start  

10. Close The Ticket and Update Sheet > Review Manager Google Sheet

Subject: Welcome to Message Manager – Here’s What’s Included

Dear [Florist Name],

Thank you for enrolling in Message Manager! Below is a quick overview of what’s included in your plan and how it helps you stay connected with your customers.

🌟 Review Manager Features (Included)

• Automatically Request Reviews: Birdeye sends customized emails or texts to customers after their purchase, encouraging them to leave a review.
  
  

• Respond from One Dashboard: Manage and reply to reviews from Google, Wedding Wire, The Knot, and more—all in one place.
  
  

• Show Off Your 5-Star Feedback: A review widget displays your top-rated reviews right on your website.
  
  

• Track Performance: View your review growth and insights through real-time reporting dashboards.
  
  

💬 Message Manager – Your Upgraded Tools

• Google Business Texting: Customers can now text you directly from your Google Business Profile, and messages will appear in your Message Manager inbox.
  
  

• Website Chat Box: Add a small chat widget to your website so visitors can message you instantly—just like texting.
  
  

• Landline Texting: Your shop’s main number can now send and receive text messages.
  
  

• Send & Receive Images: Perfect for confirming deliveries or sharing photos of completed arrangements.
  
  

Someone from our team will reach out within 3–7 business days to walk you through how Message Manager works and help you get set up.

Onboarding Phone Call

1. First page, overview

2. Show them all the reviews and how to reply.

   1. It's good to tell them that the ai responses are not posted, just suggestions. Click the three dots to the left to edit and hit ‘post now’ to publish

3. Ask “Do you want us to respond to all reviews, just the bad, or just the good?

   1. If they choose for us not to respond to something, add to the shop nickname

      1. Ex “NO BAD REPLY - 60066700 - Floral Wishes and Gifts

4. Explain Direct Feedback, and how we don't respond to the reviews left directly for the business.

   1. Direct Feedback is the optional button on the "please leave us a review " email that we send.  This option wont leave a review on platforms such as Google, but will send their feedback straight to the florists shop. This is a great way for florist to right customer concerns, rather than leaving a negative review online. 

5. Show the campaign, and explain that this program's main feature is to send out messages to everyone who makes an order on their website, to leave a Google review. Here is where you can track those stats

6. This service comes with the option to display your reviews on your website! Would you like for us to add a reviews box to your website? If so-

   1. On homepage

   2. Footer

   3. A nav tab by itself

7. OPTIONAL, in settings, there's a QR creator

8. Tell them about the app that allows them to text and send photos directly to customers from any employee's phone

9. Show them how to add employees

   1. Settings > Employees

10. Show how to create and add teams. This is great for businesses that have designated departments like a wedding or gift shop department. You can add employees to different teams. Messages will go to the 'Wedding Team' instead of a specific employee

    1. Settings > Teams

Connecting GBP: 

1. From Birdeye click the settings gear icon 

2. Under ‘Business info’ > Integrations > Click ‘Google’ 

3. Click ‘Connect’ on Google 

4. Update information. If we DO have access to their GBP, you must first remove it from the TF profile, otherwise you'll receive an error.

1. Switch to the TF profile 

2. Click the settings gear icon 

3. Under integrations click ‘Google’ 

4. Search shop name 

5. Click the three dots then ‘Remove’ 

6. Switch back to shops profile and try connecting Google again 

6. If we DON’T have their GBP connected to our GBP Manager, we can connect them in one of two ways: 

1. Walk the client through steps 1-5 via phone, teams, etc. 

2. Via email link 

1. Go to the “Integrations” section in the top right corner 

2. Click “Get link to connect”  

3. Click “Google”  

4. Copy the URL and email it to the shop. They need to click that link and then login using the Google account that currently is tied to their shop’s GBP. Once they’ve done that, their GBP will be connected to Review Manager  

5. Assign the group to ‘Teleflora – eFlorist’ and grand review manager access 

AFTER CALL

Setting Up The Widget On Homepage

1. From shop's Birdeye profile, click the settings gear icon in the right corner 

2. Scroll down and click ‘Promote on Website’ 

3. In the drop-down for widget type, select “Grid”  

4. Select “3x1”  

5. Copy the code and save the widget 

6. Switch back to eSAT 

7. Click the tab ‘Merchandising’ > ‘Homepage Customization’ 

8. Scroll down to 1 Full Screen Custom Html Block 

9. Click the expand ‘<>’ and paste in the code *code will mess up if you don’t click <>* 

10. Click Save Changes at the top 

11. Click ‘See it Live’ at the top to make sure it’s on the home page 

Setting Up The Widget In It's Own Tab

1. Log into eSAT > Content Management > Custom HTML Pages

2. Add a new page

3. Name the page 'Reviews'

4. Type in 'Reviews' into the Page URL box

5. Paste the RM widget code into the Page Main Content box at the bottom

6. Click 'Save'

7. Go back to the nav tab and click 'More' > 'Site Navagation'

8. If the site already has an About us tab that drops down, we can edit it there. If not, click 'Add Menu'

   1. Name it 'About Us' and link the about us page URL into the URL box.

   2. Click 'New Menu'

   3. Nav Item Type > Custom List 

   4. Click the green 'Add Link'

   5. Lable it 'Reviews' and put the URL as 'Reviews' and uncheck open in new page

   6. Click save and save the main page again

   7. Close The Ticket and Update Sheet > Review Manager Google Sheet

<!-- TO ADJUST REVIEW WIDGET MARGINS -->
<style>.m-homepage .side-borders-theme {max-width:1200px; margin:0 auto;}</style>

Enrollment

1. Go to the main Teleflora account in the Review Manager platform 

2. Go to Settings > Manage Products (toward the bottom of the settings menu) 

3. Search for the name of the shop you need to upgrade 

4. Click the three dots at the far right of the row the shop is on and then click “Edit” 

5. From the menu that opens, check the box next to “Messages” and then click “Save”
   
   

Activate Billing in Lawson 

1. Add all of the following service items:

   • Billing item 1: EF-YXTULT ($75)

   • Billing Item 2: EF-INBOX ($60)

   • Billing item 3: EF-MSGMGRC ($15 credit)

2. Select ‘A’ on an open item

3. Paste in service code

4. Change the date effective to the correct month (YYYYMM)

5. Put authorized by as the name of the TSM or shop owner, whoever told you to add it.

6. Put Notes as ‘Billing starts in [month]”

7. Click ‘Change’

8. Exit and look again to make sure it was added

9. If you do not normally add/remove billing items, simply send an email to Marion Thompson letting her know which service needs to be activated and when billing should start  

10. Close The Ticket and Update Sheet > Review Manager Google Sheet
    
    
    

Onboarding

1. Tell them about the app that allows them to text and send photos directly to customers from any employee's phone

2. Show them how to add employees

   1. Settings > Employees

3. Show how to create and add teams. This is great for businesses that have designated departments like a wedding or gift shop department. You can add employees to different teams. Messages will go to the 'Wedding Team' instead of a specific employee

   1. Settings > Teams

4. Enrolling the shop in 10DLC (stands for 10 digit long code) 

   2. 1. 1. 1. 1. 1. This is required in North America for any business that wants to send outgoing SMS messages. If a shop is not enrolled, their outgoing text messages are unlikely to be delivered to the recipient.  

                     1. 1. Have the shop login to Review Manager by clicking the link in eSAT (Marketing & Promotions > Review Management) 

                        2. They should see a red bar across the top of the Review Manager dashboard page that says “Your ability to receive texts is limited due to new carrier regulations. Upgrade your number now for full access.” 

                        3. Have them click the Upgrade button.

                        4. They’ll need to fill in all required fields and then click submit. Once submitted, the application is normally reviewed and approved within 3-5 business days. There is nothing we can do to speed that process up.

5. Hosted LOA form - Once Enrolled, Birdeye will send a form from 'Twillo'. This form allows the shop's phone number to become textable. If this is not filled out, the number all texts will be sent from is a Birdeye-assigned phone number. PLEASE LET THE SHOP KNOW TO FILL THIS OUT.

If you have any issues, please email BirdEye Partner Support - partnersupport@birdeye.com) and CC ajay.delu@birdeye.com and jacqueline@birdeye.com 

• Terminate billing for the program they want to cancel

• Terminate billing for EF-MSGMGRC