Frequently Asked Questions

AUTOMATION

• How do suggested replies work?
  You create content for suggested replies by completing your business’s FAQ content of common questions and associated answers.  The Qonvo AI assistant then identifies incoming customer inquiries that seem to match your content and provides those suggested replies to the customer.
  
  Your suggested replies can include text, multimedia attachments and applets.  In your settings you can control whether suggested replies are always prepared by the assistant or you can turn them off or set them for off-hours delivery only.
• What are applets?
  Applets are single-purpose mini-apps that you can drop into a conversation to assist users with booking an appointment, placing an order, or sharing their location.  
  
  Simply put, applets are awesome.  They help you to convert your conversational connection with customers into a full mobile app experience.  Applets can be sent as attachments, added to your self-service menu or included in broadcast messages.
• Can we set our business hours?
  Yes, in settings you can set your business hours and that information can then be used to alter the behavior of your automated replies based on whether a message is received during office hours or off-hours.
  
  You’ll want to set expectations properly for customers on how long you usually take to reply.
  
  Office hours options are currently pretty basic but we’re expanding the functionality rapidly.

BUILDING YOUR SUBSCRIBER LIST

• How do I invite my customers?
  Yes!  We make it easy to invite your customers to connect with you on Qonvo.  You can either:
  
  

  1. Upload your existing customer list and issue SMS and email invitations using the Qonvo Invitation Manager

  • Select your Qonvo handle and send it out to customers yourself - post it on your website, send to your email list, post on social media, get creative!
• How will customers find my business?
  Businesses build up their Qonvo subscriber list in three ways:
  
  

  1. Invite your customers via SMS and Email 
  2. Publicize your unique Qonvo handle so that customers can find you on Qonvo
  3. Responding to individuals who find businesses via Qonvo business search in our app

  
  Your success will be directly related to building your subscriber list.  We recommend putting in time to send out invites using our invitation tools, publicize your Qonvo handle wherever you can and make sure that you review and update your Qonvo business search listing.
• What is my Qonvo handle?
  Your Qonvo handle is a short, memorable name that serves as your organization's unique name on Qonvo so that customers can easily find you.  Qonvo handles start with @ and can be selected by you in your settings.
  
  For example if your business name is Main Street Hardware you could choose @mainstreet-hw and your customers will be able to start a conversation with you by entering that @mainstreet-hw in business search.  
  
  Handles are a great way to publicize your Qonvo presence - post your handle on social media, send it out to customers and put up signs!

PRICING AND PRO PLAN

• Is Qonvo Free?
  Yes, Qonvo is free for businesses and their customers to use under our standard plan.  
  
  We are planning to launch our PRO plan on or before August 1, 2020 which will include premium features at a subscription cost so that we can support our costs associating with delivering Qonvo services. 
  
  Registered businesses will not lose any access to functionality when the PRO plan is introduced. During the COVID-19 pandemic we will be waiving PRO plan fees for businesses upon request for organizations who have a demonstrated need or are involved in COVID relief efforts.
• How much does the PRO plan cost?
  We haven't set pricing on the PRO plan yet but will do so in advance of the plan's launch which will occur before August 1, 2020.  
  
  Our determination of the cost of the PRO plan will be based on the additional features that are included in the plan and our costs of operating the Qonvo platform which is accessible for free to all users.
• What does the PRO plan include?
  We don't know yet - we haven't launched the PRO plan yet and are including all available Qonvo functionality for free to registered users.  
  
  After the launch of the PRO plan, we will make additional premium features available but existing registered businesses will not lose free access to any functionality.

QONVO WEBCHAT

• How much does web chat cost?
  The Qonvo chat widget for your website is free with your Qonvo business account.  Just following the instructions in the Qonvo mobile app settings to add Qonvo to your site.  Adding web chat is a great way to provide assistance to your visitors and to build your Qonvo subscriber list.
• Enabling Qonvo Web Chat
  You can add the Qonvo chat widget to your website by installing our Wordpress plugin or adding our javascript component to pages where you want to include chat.  Go to settings in your Qonvo mobile app for installation instructions. 
  
  Bonus: Any inbound customer messages will be routed to your team via the Qonvo mobile app.

REPLYING TO MESSAGES

• How do I reply messages?
  Whenever a customer sends you a message Qonvo will notify all of your team members and any team member can reply via the iOS or Android mobile app.
  
  We suggest that all of your team members keep Qonvo notifications turned ON so that you never miss a customer message.  
  
  
• Can I include attachments?
  You can include multimedia content in your replies and group messages.  Add images, PDFs, Youtube videos and Qonvo applets to your messages.  
  
  Message attachments make it easy for you to turn conversations into sales.