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FAQ and troubleshooting

 

  1. How do I ensure a guest can access all relevant services in CMA?

    • To ensure all the relevant services are tagged in CMA, set the corporate (non-operational) center as the default center for online bookings, and then add all services to that center. The default center picks up all the services that are added there and shows it in CMA.

  2. What should I do if a form takes too long to load on my tablet/iPad?

    • If you're facing prolonged loading of a form on your iPad, first, try restarting the device. If the issue persists after the reboot, uninstall and reinstall the app to reset its settings and data. Also, verify the stability of your internet connection. Ensure that your iPad is functioning properly, with enough available storage space and the latest software updates.

  3. How can I list retail items in CMA?

    • As CMA is a mobile application that allows your guests to book an appointment conveniently from their mobile devices, retail items are not showcased in CMA. If you wish to provide your guests a way to buy their retail items from CMA, you can add your Shopify link to CMA. When a guest clicks the Shopify link, they will be redirected to Shopify where all your retail items are available.

  4. How can a guest cancel an appointment in CMA?

  5. How do I cancel an appointment initiated by a guest on CMA?

  6. How do I enable referral marketing in CMA for a guest?

    Follow these steps to enable referral marketing in CMA:

    1. Set up the Referral Reward Program

    2. Set up the Email Template & Campaigns.

      • Email/Text Templates & Macros

        You can send automated thank you emails or texts to the referrer on each closed invoice that has referrer code.

      • Campaigns

        Create a buzz with campaigns for the referral program. For this, in addition to the other macros, you can use the [GuestReferralCode] macro to insert the guest code of referrer in a campaign.

    3. Set up the Referral Reward Email/Text Notification

    4. At the organization level, click the Configuration icon.

      Navigate to Online Booking > CX V3 and then select the Enable referral in CMA checkbox.

    5. At the organization level, click the Configuration icon. Navigate to Online Booking > CX V3 > Referral Program. The settings in this template allow you to configure promotional headers, banners, texts, and images that appear for the Referral Program on the Consumer Mobile App (CMA).

      Learn more about setting up referral program in CMA

  7. How do I check the Auto-Pay status for a customer in CMA for a Zenoti Go appointment?

  8. How do I update the Cancellation policy of CMA?

  9. How do I update the About Us of CMA?

    To add/edit the About Us on the CMA

    1. At the organization level, click the Configuration icon.

    2. Navigate to Online booking > Webstore V1.

    3. Click the General section.

    4. To update the About Us, scroll down to locate the About Us setting.

    5. Enter details about your business in the text box or edit the text if you already have an About Us text.

    6. Click Save.

      You have successfully added/edited your About Us for the CMA.

  10. 10. Where can I know about best practices such as App Store Optimization, Digital Digital Campaigns to drive adoption of CMA, and Referral Program?

  11. 11. How do I learn more about the different settings that can be enabled for Zenoti Go on my CMA app?

  12. How do I run campaigns through CMA?

    • You cannot run campaigns through CMA as of now.

  13. How do I create a target segment using my CMA audience?

    • You cannot create a target segment using CMA audience as of now.

  14. Why do you charge for making changes in Forms or CMA when we already pay a monthly subscription fee?

    • When you need to make a change to CMA and Forms, it requires some development effort from Zenoti, such as the charges for consulting. We charge you for this development effort. These charges for change requests in CMA and Forms are different from the monthly subscription fee that you pay for using the product.

      Note

      The Digital Forms Template Library contains predefined forms which you can host yourself for free (without any additional charges). However, any change requests to modify these free forms also attract additional development and validation charges.

How do I verify if the guest form and service form intake for a service are completed?

  1. Log in to the Consumer Mobile App.

  2. Tap the hamburger icon on the top left to open the menu.

    CMA_Verify.jpg

  3. Tap Appointments.

    The Upcoming and Past appointment tabs appear.

    The Upcoming appointments tab displays a list of all the upcoming appointments. In the upcoming appointments, below the center location, all the forms that are to be filled for the particular appointment will be listed.

    CMA_Verify2.png

  4. Tap Form submission required

  5. The Forms page appear. Complete all the forms listed on this page.

    CMA_Verify3.png

How do I temporarily disable online booking?

While continuity in business is imperative, there's always a chance that due to unforeseeable events you may have to temporarily close your business. At times, you may have to operate at reduced hours due to prevailing local conditions.

  1. At the center level, click the Configuration icon and navigate to Organization > Center.

  2. Navigate to Online booking > CX V3.

  3. Expand the Settings section.

  4. In the Block online bookings from field, select the duration (start date and end date) for which you want to block the bookings.

  5. Click Save.

    Online bookings will not be available during the duration that you have set.

    httpsdownloadsintercomcdncomio209009204b813b22b966ccf9245372bf8blockonlinebookingjpg.jpeg

    Along with blocking online bookings, Zenoti recommends you also take the following steps:

    1. Display the Announcement Banner on the Webstore and Consumer Mobile App (CMA).

    2. Modify Employee Schedules to Accomodate Business Disruptions

Can a guest redeem a package online?

Yes, the guests can redeem a package online in the following cases:

Important

Package redemption is allowed only through the webstore and not through Consumer Mobile App.

Redeem a package with service credits

When a guest wants to redeem a package with service credits online they can do that by paying for the services online, through the webstore, or paying at the center through POS.

Redeem a package with service discounts

When a guest wants to redeem a package with service discounts online, they can do so only when they opt to pay for the services at the center through POS and not through the webstore.

How do I translate labels and descriptions in CMA to a supported language?

  1. Ensure that your organization has added the preferred language as a supported language.

  2. At the organization level, click the Configuration icon.

  3. Navigate to Online Booking > Online booking settings > CX V3.

  4. Next to each of the following sections, click Add Translations:

    Section

    Sub-section (if any)

    Branding

    Loyalty

    Shop

    General

    Labels

    Zenoti Go

    Check-in

    Check-out

    Web Booking

    Note

    You will only be able to enter translations for customizable labels and descriptions.

    localization_cma_1.png

  5. Expand the preferred language and enter the text to the labels and descriptions in the preferred language.

    localization_cma_2.png

  6. Click Save.

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