Configure Expiration Reminder Notifications

Expiration reminders are custom fields with a time limit, providing useful alerts when your staff members or clients need to take action. This feature is especially useful for pet businesses that require updated vaccination records. This article will guide you through setting up automated expiration notifications to remind clients of upcoming expirations. 

Things to Know:

• The ability to configure expiration reminder notifications is governed by the "Accessing Automated Messages" access control setting.
• To configure expiration reminder custom fields, click here to learn more
• The expiration reminder template includes a pre-configured template that you can customize
• You can add multiple expiration reminder templates, each with its own unique cadence, similar to how appointment confirmations are managed.
• You can specify a fallback delivery method (email, SMS, push notification) when the primary method is unavailable.
  • Use if available: This is the primary method that will be attempted first
  • Use if other methods are not available: This method will be attempted if the primary option is unavailable (because contact information is not on file or the user opted out)
  • Never Use: This method will not be used, even if none of the other options are available
  • Delivery methods configured before February 3, 2025 (when fallback delivery methods were introduced) will have the following default selections:
  • For enabled delivery methods, the 'Use if available' option will be selected.
  • For disabled delivery methods, the 'Use if others are not available' option will be selected.
• Notification Requirements
  • SMS Notifications: Clients must have a valid phone number on file and be single-opted in to receive transactional SMS.
  • Email Notifications: Clients must have a valid email address on file and be opted in to receive transactional emails.
  • Push Notifications: Can only be delivered to clients who have the custom MyTime Guest App installed on their mobile device.
• SMS Segment Calculation & Billing

  • SMS costs are calculated per segment, not per message. Carriers treat each segment as a separate message for delivery and billing, so every segment is counted and charged individually. This billing method is determined by carriers and is not specific to MyTime.

  • Segments per message are based on length and encoding

  • Encoding Standards 

    • GSM Encoding:

      • GSM-encoded messages (standard letters, numbers, and symbols) allow up to 160 characters per segment. 

      • If the message is longer than 160 characters, it will be split into concatenated segments of 153 characters each.

    • UCS-2 Encoding:

      • UCS-2 messages (special characters, emojis, or non-Latin alphabets) allow up to 70 characters per segment. 

      • If the message is longer than 70 characters, it will be split into concatenated segments of 67 characters each.
        

      • Even a single emoji forces UCS-2 encoding, reducing per-segment capacity and potentially doubling the number of segments.

    • Note: Concatenation headers are hidden data that let the recipient’s phone reassemble multiple segments into a single message.

  • Each recipient receives their own copy, so the number of segments per message is multiplied by the number of recipients to calculate billing. Example: A 2-segment message sent to 50 recipients counts as 100 billable segments. If each segment costs $0.02, the total cost would be 100 × $0.02 = $2.00.

  • Learn more about SMS segments & billing here
    
• You can include an expiration date variable that will automatically display the expiration date when the notification is sent to the client
• You can insert a link that allows the recipient to attach a document matching the expired field, such as vaccination records. Once the recipient uploads a document, an email will be sent to the location email on file, notifying the location that the expiration reminder document has been updated so they can reset the expiration date. 

Contents

• Configure Notification for Expiration Reminders 
• Upload Updated Vaccination Records

Configure Notification for Expiration Reminders

1. Go to Marketing > Automated Messages

2. Navigate to the Expiration Reminder section 

3. Hover over the status to see the options to 'View' or 'Activate' the template

4. Click 'View' or select the '+ Add Another' hyperlink to configure the template

5. From here you can set your preferences:

• Send X before the reminder date set for client has passed - You can specify how far ahead of the expiration date the reminder should be sent. This can range from hours to days.
• Delivery by - You can specify a fallback delivery method (email, SMS, push notification) when the primary method is unavailable.
  • Use if available: This is the primary method that will be attempted first
  • Use if other methods not available: This method will be attempted if the prima option is unavailable (because contact information is not on file or the user opted out)
  • Never Use: This method will not be used, even if none of the other options are available
  • Delivery methods configured before February 3, 2025 (when fallback delivery methods were introduced) will have the following default selections:
  • For enabled delivery methods, the 'Use if available' option will be selected.
  • For disabled delivery methods, the 'Use if others are not available' option will be selected.
• Reply-to-Name: This is the name that appears when clients reply to an automated email. By default, it is pulled from the business name set on the Business Profile page.
• Reply-to-Email: By default, this is set to the location's email address. 
  • If no email is configured for the location, the system will use the location owner's email instead.
  • If the hidden setting "Use a specific reply-to email for outbound emails" is enabled, the system will use the email address entered in the "Reply-To Email for Outbound Emails" field.
• Email Subject: The subject line of the email as it will appear in the client’s inbox.
• Body of the template: This is the content of the email that will be sent to your clients. You can customize the message, include dynamic fields, and apply styling as needed.                                                         

7. You can add extra details to the template, such as an expiration date variable that will automatically display the expiration date when the notification is sent to the client. Additionally, you can insert a link that allows the client to attach a document related to the expired field, such as vaccination records, using the icons highlighted in the screenshot below. 

6. Save

Upload Updated Vaccination Records

Once the notification is sent to clients, they can follow the following steps:

1. Click on the vaccination link in the email received                                                                                                  
2. Click on the 'Attach File' link  
3. Upload the updated vaccination record, then click the Submit button                                                                  

Once the client uploads a document, an email will be sent to the location’s email address on file, notifying your location that the expiration reminder document has been updated so you can reset the expiration date on their profile. Additionally, the updated record will be displayed on the client's profile.

Email received by business

Clicking the link will redirect to the client's profile, where the updated record will be visible in the expiration custom field. You can then update the expiration date on file.

For more information, contact us at support@mytime.com

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