Question 1

What is Yell Messaging?

Accepted Answer

With Yell Messaging, your business can receive messages from customers via channels including*:

Yell
Apple Maps, Spotlight searches, or Apple Chat Suggest
Google search results and Google Maps via mobile devices

You also get access to our helpful chatbot Hartley who saves you time by instantly responding to enquiries, acting like your very own personal assistant 24/7. Hartley will pass relevant enquiries to you via the Yell for Business app to provide you more information so you can save time, keep customers happy, and respond more accurately first time.

Read more information here.

* Eligibility criteria applies

**Yell Messaging Advanced is no longer available to new customers**

Question 2

How do I know when someone messages me?

Accepted Answer

Every time someone messages your business, you will receive an email plus an app notification if you have notifications turned on within the app settings and enabled on your device.

Turn email notifications on in the Yell for Business app by following these steps:

Log in and tap Account
Click the cog icon in the top right hand of the screen to access settings
Under Notifications, click Email review notifications
Select the listing you would like to receive notifications for
Enter the email address where you would like to receive notifications and tap Save

Enable push notifications for the Yell for Business app in your device settings:

Note: Email notifications are currently switched off for all customers while a known issue is being investigated.

**Yell Messaging is no longer available to new customers**

Question 3

How can I disable Yell Messaging?

Accepted Answer

To pause or turn off Yell Messaging, simply:

Log in to the Yell for Business app and tap Account
Click the cog icon in the top right hand of the screen to access settings
Tap Messaging availability and choose the listing(s) eligible for Yell Messaging
Toggle Messaging off

You won’t receive new messages but you can still view and respond to existing messages. Reactivate Messaging whenever you like by following the above steps.

**Yell Messaging is no longer available to new customers**

Question 4

How will potential customers be able to message me?

Accepted Answer

Once you’ve activated Yell Messaging, potential customers will be able to message your business from across the Yell network.

Your business listing on the Yell website and search app will display a Message button so customers can send you a text message.

Across Apple Maps and Spotlight search, a Message button will appear on your listing. Apple Chat Suggest also provides a click-to-call or message option wherever your phone number appears for iOS users.

Google Business Messaging is available when you buy any Yell product (eligibility criteria applies) and allows customers to message businesses via a Chat button in mobile search results and on Google Maps.

All messages received from across the Yell network are managed by our helpful chatbot Hartley who instantly responds to messages from potential customers before delivering the details to you via the Messages inbox in the Yell for Business app.

**Yell Messaging Advanced is no longer available to new customers**

Question 5

What happens if I do not respond immediately to a message?

Accepted Answer

If a customer messages you but you don’t immediately respond, the message will remain in your inbox within the Yell for Business app for a period of time (Dependant on when the original message was sent from the customer). Following this time period Hartley will suggest to the Yell customer that they look to "post an enquiry" with regards to their needs.

The time frames are as follows:

Monday - 48 Hours
Tuesday - 48 Hours
Wednesday - 48 Hours
Thursday - 96 Hours*
Friday - 96 Hours*
Saturday - 96 Hours*
Sunday - 72 Hours*

*The trigger of Hartley advising to post an enquiry Thursday through Sunday is in trial and will be reviewed regularly by Yell, so could be liable to change in the future.

While Hartley instantly replies to messages before passing them onto you in the Yell for Business app, we recommend you respond as quickly as possible to avoid losing potential business to competitors.

Customers who message a business will be advised of how quickly they respond based on their four most recent responses compared to the response time specified when you activated Yell Messaging.

If you can’t provide a full response quickly, send a brief reply to acknowledge receipt of their message and let them know when you will be able to provide a more detailed response.

**Yell Messaging is no longer available to new customers**

How can we help you today?

Products articles

Yell Messaging