Got questions?

Your Fuzey number is listed in your Settings page under Account Overview.

You can, though this is a lengthy process, and you’ll lose your number from your current SIM card. To proceed, we’ll need your PAC code, which you can request from your current carrier. If you’d like to find out more, contact your Fuzey Account Manager and they will assist you.

WhatsApp Business is a professional WhatsApp account which you can apply through your Fuzey Account Manager. Please provide your Facebook Business ID and they will submit an application for your business.

To connect Facebook Messenger, head to the integrations hub in your Settings page and click “Connect” in the Facebook Messenger box.

To connect Instagram Messenger, head to the integrations hub in your Settings page and click “Connect” in the Instagram Messenger box.

Three things need to be true to allow you to connect your IG account to your Fuzey account:
1. You need to be have an Instagram Business account
2. Your Instagram Business account needs to be connected to your Facebook Business account, and
3. You need to be the admin of that account your Facebook Business settings page.

You can edit all of your templates in the tab within Settings.

You can make calls using Fuzey by opening a conversation with a contact in the Inbox, and clicking the “phone” icon in the top right hand corner of the page. This will dial the contact as well as the agent whom is assigned to the conversation.

This depends on the package you’ve signed up for with Fuzey. For each plan, there’s a set number of SMS messages that is included on a  monthly basis. This accounts for any communication between your team and a contact within Fuzey.
‍
The allowances include:
‍
- Starter: First 250 messages are free every month
- Growth: First 500 messages are free every month
- Professional: First 1,000 messages are free every month 

Beyond these levels, SMS charges are applicable as per our pricing overview which can be found here.

There are a few things to check here - firstly, are all the customers to whom you want to send a campaign set to “subscribed” under marketing preferences? Secondly, are they all captured under the appropriate tag? If both are true, you can create an audience with all the customers you’d like added, and send them a campaign.

WhatsApp requires businesses to use pre-approved message templates in two scenarios:

1. If the customer has not messaged the business in the last 24 hours.
2. If the business initiates the conversation with the customer.

Therefore, templates ensures compliance with WhatsApp's business messaging guidelines.

WhatsApp templates are use pre-approved message templates used by businesses to communicate with customers outside the 24-hour messaging window or to start a conversation.

These templates are  created in your settings tab on Fuzey. They can include text, emojis, and custom fields (e.g., customer name, appointment time).

They ensure compliance with WhatsApp's messaging policies and are designed to maintain a high-quality customer experience.

To create a template in Fuzey:
1. Navigate to the sectionin your Fuzey settings tabs.
2. Clic and select the channel (WhatsApp or SMS).
3. Write your create your header with text or media, write your message and use custom fields like [Customer Name] for personalisation.
4. For WhatsApp, add quick reply options for easier customer responses.
5. Submit the template for WhatsApp approval.

Once approved, your template will be ready for use!

We recommend sending a re-engagement template to restart conversations with customers.

Fuzey provides a default template, but you can also create your own!

To make it even easier for customers to respond, include WhatsApp quick replies - they allow customers to reply with one click and keep the conversation flowing.

To create a WhatsApp marketing campaign with Fuzey:
1. Choose a template – Use a pre-approved message template that fits your campaign goal.
2. Select your audience – Pick the customer segment you want to target, via tags, Keyloop data or CSV file.
3. Schedule or send immediately – Decide when you want the campaign to go live.

Fuzey keeps the process simple and compliant with WhatsApp's rules.

Fuzey allows you to customise WhatsApp messages for different customer segments.

We recommend creating different templates tailored to each segment to ensure your marketing feels highly personalised and relevant. This approach helps you connect better with your audience!

Yes, customers can reply to WhatsApp marketing messages.

They can use quick replies, using actions buttons you create in your templates, allowing one-click engagement. They can also type free responses for more detailed communication.

This interactive approach leads to a much higher response rate than traditional methods like email, making it an excellent tool for reaching your audience effectively.

You can choose your audience in Fuzey using three methods:
‍
‍Tags – Organise and segment your customers with tags to target specific groups.
‍Keyloop Data – Use Keyloop integration to access and target dealership data.
‍CSV Upload – Import your customer lists via CSV for flexible campaign setup.

These tools make it easy to personalise your campaigns and reach the right audience effectively!

Customer tags are labels you assign to customers to group them into segments, making it easier to personalise communication and retarget based on their history. You can create tags for specific services, enquiries, or other interactions to organise your audience effectively.
‍
‍Examples:

Service Received:
Scenario: Customers who recently completed a general service.
‍Tag: Service Completed - March 2024.
‍How to Retarget: Send a reminder to all customers when their next service is due and share offers for additional services.
‍
‍Enquiry Not Converted:
Scenario: Customers who enquired about a specific vehicle but didn’t proceed.
‍Tag: Interested [vehicle information]
‍How to Retarget: Follow up with updates, offers, or other personalised communication related to their vehicle to re-engage their interest.

Tags help ensure your communication is relevant and timely, increasing the likelihood of customer engagement.

To connect Xero, head to the integrations hub in your Settings page and click “Connect” in the Xero box.

To connect Quickbooks, head to the integrations hub in your Settings page and click “Connect” in the Quickbooks box.

Try disconnecting and reconnecting your accounting / invoicing software and reattempt, as sometimes the integration needs to re-sync! If that doesn’t work, please contact your Fuzey Account Manager and we'll get you back up and running ASAP.

You can upload your customers into Fuzey in the Contacts page - which allows you to upload a CSV file containing all of your customers. Please note that if you don’t use the exact format provided in the sample CSV, the upload may fail, so best to copy and paste your contacts into that spreadsheet.

You can search for your customers in the Contacts page, or in your Inbox. Our search feature allows you to search by phone number, first name, or last name.

To delete a contact, please request this from your Fuzey Account Manager.

You can delete tags from a contact by clicking “Edit contact” in the Contacts page, which you’ll find in the triple dots (…). Once you’ve popped up the contact, you can edit any of the tags therein.

Yes, it's easy to export your unsubscribed contacts to update external databases.

You need to add it to the header code of your master page in your website editor page. To learn more, check out this article on our blog.

To generate the code for your website widget, simply request from your Fuzey Account Manager and we'll get you set up ASAP.

With Fuzey’s widget, you have the following options:
‍
1. Customise Colours – Match it to your brand’s identity.
2. Choose Channels – Include WhatsApp, SMS, email, and more.
3. Automatic Pop-Ups – Set it to pop up when visitors land on your website.
4. Layered Directory – Route customers directly to specific locations or teams with Fuzey accounts.

If you’d like to make any changes, just reach out to your Fuzey account manager - they’ll be happy to help!

Fuzey’s Keyloop integration allows seamless syncing of customer data between Keyloop and Fuzey. This ensures all communications and customer information is updated in real-time, reducing manual work and errors.

Customer information, subscription status, vehicle information, and more sync seamlessly between Fuzey and Keyloop. This ensures your team always has the most accurate and up-to-date data for smoother workflows and improved communication.

Once set up, the integration runs automatically in the background, keeping data synced in real time without any manual intervention required.

Fuzey’s integration with Keyloop complies with all relevant data protection regulations to ensure your customer data is handled securely.

When a customer message comes in, Fuzey’s AI generates an instant, personalised suggestion. You can send it as-is or tweak it for a more personal touch. The more you engage, the better the AI gets at predicting what you’ll want to say.

Fuzey’s AI becomes smarter the more you use it. By analysing your team’s edits and responses, it adjusts its suggestions to better match your preferred tone and style, making communication faster and more tailored over time.

Fuzey offers insights such as deliveries, open rates and response rates. These metrics help you fine-tune your marketing strategy for better results.

Fuzey tracks key performance indicators like response times and the number of messages sent. This data helps you monitor your team’s efficiency and identify areas for improvement.