Managing customers in RechargeSMS

RechargeSMS is a transactional SMS tool that empowers customers to manage their subscriptions by text message. This guide provides guidance on managing customers in RechargeSMS. 

Using the Customers page in RechargeSMS

Customers are automatically added to RechargeSMS when you opt-in Future or Existing Subscribers during installation. From the RechargeSMS dashboard, click Customers for a list of your RechargeSMS customers. 

Customer statuses

Customers are assigned statuses that reflect the state of their accounts. Statuses are visible on the Customers page and on the customer's profile.

There are four different customer statuses available in RechargeSMS:

Status	Definition
	Indicates the customer has opted-in to receive transactional SMS messages.
	Indicates the customer opted out of receiving transactional SMS messages.  RechargeSMS tracks all customers who opt out to prevent them from receiving messages. Customers can text START to your store's phone number at any time to opt-in to the service.
	Indicates the customer will receive the Charge Reminder Opt-in message for their next Upcoming Order.  The customer's status will update to Opt-in once they receive this message.  Note: If a customer's opt-in fails after receiving this message, they must retry opt-in using the checkout or landing page opt-in widgets. Merchants cannot opt-in a customer on their behalf.
	Indicates the text message cannot be delivered to the customer.  This may happen for the following reasons:  The phone number provided was a landline. The phone number provided is unable to receive texts. The phone number is a Canadian number without the +1 country code.

Use the drop-down menu located in the Customers tab to filter customers assigned to a specific status.

The customer profile

Clicking on a customer's name in RechargeSMS launches the customer's profile. The customer profile in RechargeSMS contains important customer information such as the customer's email, address, phone number, subscriptions, and SMS message history. 

You can send messages directly to customers from the customer's profile. Under Messages, type a message in the text box and click Send to send a text message directly to a customer. Sending messages directly from the customer's profile enables Human support mode and allows you to interact with the customer directly through SMS messages. 

Editing customer information

Customers can update their phone numbers using the opt-in widget. The opt-in widget is either available in the checkout flow or on a landing page if you have a landing page opt-in widget enabled. For more information on opt-in, see Enable RechargeSMS opt-in.

You can edit a customer's name and email address in RechargeSMS. From the RechargeSMS dashboard, select Customers in the left navigation bar and click the Edit icon to open the editor for a specific customer. You can also launch a customer's profile and select Edit customer to make any changes directly from the customer's RechargeSMS profile.

Importing customers to RechargeSMS

RechargeSMS syncs and imports customers from the Recharge merchant portal. To test the service after installing, you can import up to 10 customers manually:

1. From the RechargeSMS dashboard, click Customers and click on the plus sign to Import Customers.
2. Enter the customers' email addresses. Separate each entry with a comma for multiple customer imports. 

If you have existing customers who have already opted into an existing SMS solution, the Recharge Support team can assist with importing these customers. Contact the Recharge Support team and provide a CSV file containing the customers' email addresses. The email address is used to locate the customers' Recharge accounts and all other customer details, including phone number, are synced with the customers' Recharge accounts. 

Enabling customer and order modifications

You can customize settings and features that control how customers manage their subscriptions with RechargeSMS. The following settings and features can be enabled or disabled: 

• Modify Order: Allows customers to make modifications to their upcoming orders via SMS. This includes allowing customers to add a one-time product to their order or swap for a new product.
• Account Related Features: Allows customers the ability to update their accounts and make changes via SMS. This includes updating billing or order quantity information.
• Concierge Features: Adds quality-of-life features to your SMS service. 

For more information on the available settings and features, see RechargeSMS settings and features.  

Customer Segments

Customer Segments can be used to enable RechargeSMS for specific groups of customers. This is useful when testing the service or limiting the service to a specific group of customers. To test RechargeSMS using Customer Segments, see Testing RechargeSMS. 

Create Customer Segments

Create Customer Segments from the Customers page: 

1. From the RechargeSMS dashboard, click Customers and select Segments from the drop-down menu. 
2. To add a new Segment, click the + icon.
3. Add a name and description to the Segment and select customers to add using the Select Customers tool. 
4. Click Save. 

Manage Customer Segments

Enable and disable, edit, and export Customer Segments from the Customers page: 

1. From the RechargeSMS dashboard, click Customers and select Segments from the drop-down menu. 
2. Click on Enabled or Disabled under the Status column to enable or disable a Customer Segment. 
3. Click on the Edit icon to edit a Customer Segment. 
4. Click on the Export CSV icon to export a Customer Segment.