What your clients see when Zelun has an incident, and how to keep your phone current

If Zelun has an incident that affects online booking or payments, your clients may notice the booking page or the app running slowly. So they do not go to another business, Zelun shows them a calm notice and gives them your own phone so they can call or message you.

What your clients see:

• If online booking may be slow. A notice appears at the top of the booking page and in the app: "Online booking may be slow. If you can't book, call or message your business at the location's phone." It has a link to call and, if the location has a WhatsApp number, another to message you.
• If only payments are affected. The notice says the deposit payment may fail right now and to try again in a few minutes. It appears only when the booking needs a deposit, and it has no phone.
• If the location has no phone. The notice asks them to try again in a few minutes.

The notice never names Zelun, never links to the status page and never stops anyone from booking: the client can keep trying. If the incident affects neither booking nor payments, for example only the admin, your clients see nothing.

You find out too. When an incident that affects booking or payments has been open for 10 minutes, Zelun sends you an in-app notice and an email under the topic Zelun incident, and another when it is resolved. A problem fixed in under 10 minutes sends nothing. These notices never go by SMS or WhatsApp, so they use no credits. Your team members who use the staff app also see a banner at the top with the incident title and a link to the status page.

Included in every plan.

1. The notice uses your location's contact phone and WhatsApp number. If you have not set them, it uses the phone from your Google listing when the location is linked to Google; WhatsApp has no other source.
2. Anyone allowed to edit locations can change a location's contact. If you do not see the option, ask the account owner to do it.
3. These details are shown to your clients only during an incident. They are not used to send messages to you or to them.

Set or fix the contact phone and WhatsApp number

1. Open My business and, under Locations, open the location. If the phone is missing, a notice at the top of the page says The contact phone is missing with an Add phone button that takes you straight to the section.
2. In the Contact section, choose the country and type the Contact phone the way people write it, for example with spaces. If the number cannot be right, the screen says how many digits it takes and will not let you save.
3. Under WhatsApp, choose It is the same number, A different number (and type it) or We do not use WhatsApp.
4. Check the preview, which shows the notice the way your clients will see it, and choose Save contact.
5. To remove the phone, clear it and save; to remove WhatsApp, choose We do not use WhatsApp and save.

Choose who gets the incident notice

1. Open My business and find Notification settings in Messages and notices.
2. Find the topic Zelun incident and choose who is notified and whether it is In the app or by Email. By default the owner is notified.

• The notice described above, in the page's language, with your business name and your phone. It is a discreet notice, not an error screen.
• If the WhatsApp link is offered, it opens a conversation with you; the call link dials your number.
• When the incident is resolved, the notice goes away on its own within a couple of minutes.

• Having no contact phone. Without one, your clients only see to try again in a few minutes and have no way to reach you. Set it now, before it is needed.
• Using a landline nobody answers. During an incident more people may reach that number; use one you attend.
• Expecting an SMS or WhatsApp notice. This topic arrives only in the app and by email.
• Thinking the notice means bookings were lost. Bookings made during an incident are saved normally; the notice only prepares your clients in case something is slow.

This links to the articles on the public booking page, your account alerts, location settings and the client mobile app.