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What is Broadly?
Broadly helps you attract the right customers, provide them with the best experience possible and keep them coming back. By increasing reviews on Google, Facebook and other sites we help you stand out from your competition and be the clear choice in your area. We also bring leads from your website, Google My Business, Facebook Messenger into one place. Broadly allows you to text your customers back ASAP so you can provide an unrivaled one-to-one customer experience.
Logging into Broadly
Search for the email titled "Your Broadly App Login" that contains your username and password. If you have not received this email confirmation, confirm with your Broadly admin that they have followed the steps in Adding & Editing Team Members or contact Broadly Support.
If you're on your desktop go to app.broadly.com and use the information from the email mentioned above to log in. You can also access Broadly on your smartphone or tablet by downloading the Broadly App.
*The Broadly App is supported on iOS 10.0 and up, and on Android OS 4.1 and up.
Secure Your Password
- In the Broadly app, select "Account" in the lower-left corner of the screen.
- Then, select the "Security" tab.
- This will open an additional page on the right-hand side where you can update your password.
- Once you have the new password confirmed, save it by clicking on "Change password".
Enabling Notifications
- In the Broadly app, Select "Account" in the lower-left corner of the screen.
- Select "Notifications."
- The screen that populates will allow you to adjust your notification preferences.
- Please refer to our article on Device Notifications to enable notifications for Broadly on your devices.
Inbox
Select "Inbox" on the main menu on the left side of the screen. You’re now in your Broadly Inbox. The Inbox is the central location for all your customer communications and where you will spend the most time while using Broadly. Here, you are able to respond to leads, text your customers, send a review request, request payments, and manage your customers’ contact information.
Practice Navigating Inbox
Still a little confused? Here’s an exercise to help you practice:
Select "Inbox." Then, at the top of the screen select "Add." In the menu that populates select "Add Contact."
Input your Name, Cell Phone Number, and Email, and toggle "Send a review request" to no. Then select the blue "Add Contact" button below.
You will automatically be taken to a conversation screen where you can send your newly added contact a text at the bottom of the screen. Send yourself a test text to see how you can text your customers out of the Broadly app!
In the lower left-hand corner of the conversation view, you can also test sending yourself images, attachments, invoices, quotes, and review requests. If you click on the "+" symbol in the text bar, a pop-up box will appear with these options.
In the upper right-hand corner of the conversation view select the three vertically stacked dots to access Following and Assigning Contacts, Notes for Contacts, and Editing & Deleting Contacts.
This exercise should give you an idea of how to navigate the Broadly app and manage customer communications in it. If you have further questions please reach out to Broadly Support.
Dig in Deeper...
- If you will be sending review requests via Broadly check out our article on Adding Contacts.
- If you will be initiating and/or responding to customer communications check out our articles on Inbox and Adding Contacts.
- If you need to add additional team members to Broadly, read up on Adding & Editing Team Members.
- If you would like to grow your online presence on additional review sites take a look at our article on Connecting Online Profiles.
- If you will be sending Payment requests check out our article on Payments.
- If you’re looking to expand your business’s online reputation read up on Connecting Online Profiles and Responding to Google Reviews.
- If you’d like to engage more potential and repeat customers, check out Campaigns.
- If you have Admin access and are interested in customizations available with Broadly check out Web Chat Customizations, Outbound Messaging Customizations, Team Permissions, and Data Sources.
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To send a review request, campaign, payment request, or text to a customer in the Broadly app they must first be added as a contact. There are several automated and manual ways to add customers to the Broadly app.
Automated ways to Add Customers to Broadly
We integrate with hundreds of "Data Sources" to automate adding customers into the Broadly app and sending them a review request after service is complete.
Connecting Lead Sources to Broadly will also help you automatically funnel potential customers into the Broadly app. This allows you to manage the full customer experience within Broadly by texting them to set up service, requesting payment once completed, and sending review requests to follow up.
Manual Ways to Add Customers into Broadly
To add a customer to Broadly manually, go to "Inbox" on the left-hand menu bar in your Broadly app. Then select "Add" towards the top of the screen. If you would like to add a list of customers via a spreadsheet please read our article on "Add From File." If you'd like to add customers individually, select "Add Contact".
Enter your customer's contact information. For best results, include both an email address and a cell phone number.
If you are an "Admin" or "Manager" within the Broadly app you can also add your team members as the "Assisting Team Member" for Associating Team Members with Reviews. If you don't see your team member's name as an option, you will need to add them to the Broadly app. See Adding & Editing Team Members for instructions.
If you wish to send this new contact a review request, you can also choose a "delivery delay" by selecting the blue drop-down menu and choosing from the time-frames that are available. Then, select the blue "Add Contact" button.
If you wish to add this contact to your Broadly App prior to completing service, set the "Send a review request" toggle to "no". Then select the blue "Add Contact" button. The contact will now be added to your "Contacts" directory.
Once the contact has been added you can send them campaigns, review requests, payments requests and text them. To learn how to do this check out our articles on:
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The Broadly App allows your business to easily communicate directly with your customers. You can manage your online reputation and customer communications all from one app.
Desktop Computer
Log in at app.broadly.com
You can login through 3 different portals to the Broadly App.
- With QuickBooks Online
- With your Google Business Profile account
- With Email
For each path there must be a Broadly account associated with the email used or you'll get an error message.
Smartphone or Tablet
Download the Broadly App onto your device through the App Store or Google Play.
*The Broadly App is supported on iOS 10.0 and up, and on Android OS 4.1 and up.
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Overview
The missed-call text back feature in Inbox ensures that your business can promptly respond to incoming calls, even when they go unanswered. Whether a call is missed because the line is busy, or the caller hangs up before it is answered, this feature allows you to send an automatic text message to the caller. Alternatively, businesses can choose to send a text to all callers immediately.
This functionality helps businesses maintain strong communication with their customers, reduce the chances of losing leads to competitors, and ensure a positive customer experience.
Benefits
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Instant Communication: Ensures customers receive a response within seconds, even after hours or during busy times.
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Improved Customer Experience: Demonstrates responsiveness, increasing customer satisfaction.
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AI Integration: If enabled, AI can respond to the customer’s text, answering questions and providing value immediately.
How to Enable Missed-Call Text Back
Enabling Missed Called Text Back is a two-part process- first you'll configure the settings in the Business App, then you'll enable call forwarding from your Phone Service Provider to Broadly.
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Access Settings
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Navigate to neighborly.broadly.com > Administration > Inbox Settings > Phone & SMS.
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- Configure Text Back Preferences
- Click the "Configure" button
- Click into the drop down menu below "When a call is received..."
- Determine Your Call Flow
- Forward the call
- Choose this option if you wish to redirect unanswered calls to another number after it comes through Broadly, ie. you want the call to continue to a voicemail box or an answering service
- Enter the phone number for the voicemail box or answering service in the "Forward to" field.
- Important: the number must contain the "+1" prefix international dialing code and area code
- Enable the "Follow up with an SMS message" toggle
- Select one of the timing options:
- "Immediately" A text message is sent immediately whenever a call is made to your Inbox number.
- "If the forwarded call is missed" A text message is sent only when a call is deemed unanswered.
- Send SMS message
- Choose this option if you want the call to end when it reaches Broadly and result in an immediate text to the caller. The phone call ends in a "fast busy" signal.
- Choose this option if you want the call to end when it reaches Broadly and result in an immediate text to the caller. The phone call ends in a "fast busy" signal.
- Forward the call
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Customize Your Text Message
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Craft a professional and concise message. Include:
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Your business name.
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Any relevant follow-up information.
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An opt-out option if required by your region’s regulations (e.g., “Reply STOP to opt out”).
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- Example Text Back Message: “Hi, this is [Your Business Name]. We noticed you tried to call us but couldn’t reach us. How can we assist you? Reply to this message, and we’ll get back to you shortly. Reply STOP to opt out.”
- Be sure to click Save
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- External: Enable Call Forwarding via your Phone Service Provider
- Your business likely uses a Phone Service Provider, ie. Clarity, RingCentral, etc. We recommend contacting your Phone Service Provider for their assistance in this step of the process.
- You will need to route calls from your customer-facing phone number to your Broadly Assigned Number (Administration > Inbox Settings > Phone & SMS > Assigned Number)
- Be sure to determine at what point in a call you want it to be deemed 'missed' and trigger a text, ie. after 5 rings, after 30 seconds, etc.
- Optional: Enable AI Responses
- Go back to Inbox Settings > Phone & SMS > Toggle on the "Enable AI responses"
- Turn on AI functionality to allow automated replies to customer responses. This ensures customers receive immediate assistance, even through text.
Example Text Back Message “Hi, this is [Your Business Name]. We noticed you tried to call us but couldn’t reach us. How can we assist you? Reply to this message, and we’ll get back to you shortly. Reply STOP to opt out.”
Why Use Missed-Call Text Back?
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Quick Responses: Keeps your business top-of-mind for customers by responding instantly, reducing the likelihood of them reaching out to competitors.
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Enhanced Productivity: AI-driven replies can handle common inquiries, saving your team time.
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Improved Customer Retention: A responsive approach builds trust and loyalty among your customers.
Enable the missed-call text back feature today to ensure no customer inquiry goes unanswered, and your business remains the most responsive option for your audience.
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