Notifications: what sends when

Time: 5 minutes

Booking messages

These go by themselves. See them all in Clients › Messages.

• Deposit request: the payment link, when a booking needs a deposit
• New appointment: when a booking is made for the client (text and email)
• Deposit paid: confirms the deposit (email)
• Appointment reminder: see below (email)
• Appointment time changed: when the start time moves (text and email)
• Cancelled appointment: with the receipt or invoice (email)
• No-show: with the invoice (email)
• Ready for pick up: when the pet is ready to collect (text and email)
• Invoice: after check-out (email)

When the reminder goes

The reminder goes a day before the client's chance to cancel online runs out. It follows Settings › Reschedule & cancel.

• Clients can cancel online up to 48 hours before → reminder 3 days before
• Up to 7 days before → reminder 8 days before
• Online cancelling off → reminder 24 hours before

The email says until when the client can still change it, for example: "You can cancel or reschedule online until Mon 19 Oct, 1:00pm."

Bookings made late:

• Made or moved after reminder time → reminder 24 hours before
• Less than 24 hours away → no reminder (the booking email has just gone)

A booking moved after its reminder went doesn't get a second one, unless it moved more than a day later.

Messages you choose to send

• Leave a review: a one-tap Google review link after a visit, once per visit. Turn it on in Clients › Messages.
• Time for the next groom: an email when a client is due back. Set it up in Clients › Messages.
• Repeat bookings: one message listing every date, sent when you book them. A text or an email, as you pick.
• Email invoice to another address: a one-off copy, for example to a friend who is paying.

Visits away from the salon

For pick-ups and home visits, emails show the client's address instead of the salon's. Texts show the street, for example "12 Example St".

At the client's home, Ready sends nothing: you're already at the door. A pick-up's Ready text says you're on the way back.

If a client didn't get a message

Check, in order:

1. The client's email address is correct: no spaces, no typos
2. Ask the client to check spam and junk
3. If you send from your own domain, ask the client to check the Promotions tab in Gmail
4. The appointment is Confirmed, not Draft
5. The client hasn't turned booking texts off. If they have, they get the email instead
6. For a missing reminder: the booking was made less than 24 hours before the visit
7. Resend the payment link or the receipt