Inquiries, live chat and emails: common questions

Short answers about contact-form leads, live chat and the emails Renta sends. Each answer links to the full article.

Inquiries and live chat

Where do website contact-form messages go?

To Inquiries in the left sidebar (the page is headed Communications, with three tabs: Inquiries, Compose and Email templates). Each contact-form submission is a row with the sender, message and time received. See Contact-form leads and live chat in one inbox.

What do the Inbox, Unread, Archived and Chatbot tabs show?

Inbox (the default) shows contact-form leads and live chats together. Unread shows contact-form leads you have not opened. Archived shows leads you filed away. Chatbot shows live chat conversations only. The Chatbot tab is always there; if it is empty, its message tells you why (chat not connected, connection needs reconnecting, or nobody has messaged yet), with a Connect ACG Assistant or Reconnect ACG Assistant link.

Is there a search box on Inquiries?

No. Use the tabs to narrow the list.

How do I know which messages are new?

An unread contact-form lead has a small orange dot beside the sender's name, and opening the row marks it read. The page subtitle reads "N unread" when there are any. A live chat that is waiting on you shows the same orange dot beside the visitor's name.

How do I mark a lead unread again, or archive it?

Open the row. Mark unread appears on a lead you have already read (and have not archived), and Archive files it away. On an archived lead the button reads Move back to inbox.

How do I reply to a contact-form lead?

Open the row and press Reply by email, which opens an email to the sender in your own email app. If your Inbox is turned on, Reply in Inbox also appears and takes you to the Inbox.

How do I reply to a live chat?

Open the chat row on the Chatbot tab (or Inbox tab), type in the box ("Reply as your business — the visitor sees this in the chat bubble on your site…") and press Send. Send is off while the box is empty. Enter sends and Shift+Enter makes a new line.

Why does it say "No messages yet" on the Inbox tab?

Nothing has come in through your contact form (or, if ACG Assistant is connected, your chat widget). If ACG Assistant is not connected, the empty message adds that chat conversations are not arriving, with a link to connect it.

Compose

How do I send a customer a one-off email?

Open Compose, pick the customer (search "by name, email or phone…"), optionally pick a saved template under "Start from a template (optional)" or choose Start from scratch, write the Subject and Message, and press Send email. See Sending a one-off email to a customer.

Why is "Send email" greyed out?

One of these is true: no customer is picked, the customer has no email address, the subject or message is empty, the message uses a placeholder that needs a booking (the page warns "This message uses {{...}} — that placeholder needs a booking to fill in"), the customer has turned off booking emails ("This customer has turned off booking emails, so this message can't be sent to them"), or a send is already in progress.

What does Preview do?

It builds the email exactly as the customer will get it ("Preview — exactly what will be delivered"). The button then reads Refresh preview, and it stays off until a customer, subject and message are filled in.

Can I send a receipt from Compose?

No. A receipt lists what was charged on one specific booking, so the page tells you to send it from the booking with Send receipt instead.

Email templates

What are email templates?

The wording of the emails Renta sends for you, and saved starting points for emails you send by hand. Open Email templates to see them. See Automated emails Renta sends for you.

What can trigger an email?

Booking Confirmed, Pre-Ride Reminder, Post-Ride Follow-Up, Booking Completion (off by default), Re-Engagement, Waiver Reminder, Review Request, three receipts (Payment Received, Refund Issued, Booking Completed), Receipt — Sent by Hand, and Unfinished Booking (off until you turn it on). "None — send by hand only" never sends automatically and just saves wording for Compose.

What do the table columns and buttons mean?

Each row shows Trigger, Subject, Delay, Status, Last sent and Actions. Preview shows the email, Clone copies the template, and Edit opens it. "Last sent" says "Never" if it has not gone out.

How do I turn an automated email on or off?

Click the Active / Inactive pill in the Status column, or open Edit and use the Active tick box. A template that is inactive does not send automatically.

What does Delay (hours) mean?

How long to wait after the trigger event before sending. 0 sends immediately. The field is hidden for "Receipt — Sent by Hand" and "None — send by hand only", which are never scheduled.

How do I create a new template?

Press + New Template, choose the Trigger, set the Subject Line and Email Body, and press Create Template (or Update Template when editing).

Who can change email templates?

Anyone who can open the page can read them, but saving needs permission to edit settings, so a view-only team member can read templates and not change them.

Why does a customer say they never got their confirmation email?

Open the customer's profile and look at the Communications tab for that email and its status (Sent, Delivered, Opened, Clicked, Bounced or Failed). Bounced or Failed means their address did not accept it. A customer who has turned off booking emails does not get booking emails. To send it again, open the booking and press Resend confirmation on the Customer card.