We have dozens of configurable automated email & text messages to engage customers which range from booking notifications, appointment and class reminders, appointment and class confirmations, appointment review requests, rebooking reminders, package and membership purchase notifications, etc. All templates are classified as transactional or marketing. In this article, we will explore both options.
Transactional Automated Messages are those that are sent automatically to clients who have the Transactional Email or Transactional SMS options checked on their client profile. Single opt-in is used for automated transactional SMS. This means that as long as the client's profile has Transactional SMS checked, they will receive transactional messages such as appointment and class confirmations, request reviews, and so on.
Marketing Automated Messages are those that are sent automatically to clients who have the Marketing Email or Marketing SMS options checked on their client profile. Double opt-in is used for automated marketing SMS. When the Client Marketing SMS Opt-In template is activated, when the client is created with the Marketing SMS checkbox checked on their client profile, a text message will be sent asking the client to confirm that they want to receive SMS marketing.
Things to know:
- Clients won't receive any Marketing Automated Message SMS until they reply YES to the confirmation SMS.
- If the client responds with STOP, UNSTOP, or UNSUBSCRIBE to any text message from you, they will be unsubscribed from SMS Marketing. Learn more about Twilio guidelines here.
- If the client’s information is edited, the phone number is changed, or the Marketing SMS checkbox is unchecked at any time, then the confirmation process must be started again.
- Once clients opt in to receive marketing SMS, they will automatically be subscribed to receive transactional SMS
CONTENTS
Transactional Automated Messages
Class Notifications
| Templates | Description | Delivery Methods |
Class Booked By Business | - Text - Push Notifications | |
| Class Booked Online By Client | This notification is automatically triggered when a client books a class online | - Text - Push Notifications |
| Class Canceled By Business | This notification is automatically triggered when a staff member cancels an attendee's class booking | - Text - Push Notifications |
| Class Canceled By Client | This notification is automatically triggered when a client cancels their attendance for a class session online | - Text - Push Notifications |
| Class Updated By Business | This notification is automatically triggered when an update is made to a class session, including changes to the date or time. | - Text - Push Notifications |
| Virtual Event Booked By Business | This notification is automatically triggered when a staff member books a virtual event | - Text - Push Notifications |
| Virtual Event Booked Online By Client | This notification is automatically triggered when a client books a virtual event online | - Text - Push Notifications |
Booking Notifications
| Templates | Description | Delivery Methods |
| Appointment Booked By Business | This notification is automatically triggered when a staff member schedules an appointment | - Text - Push Notifications |
| Appointment Cancellation | This notification is automatically triggered when an appointment is canceled by either the client or the business | - Text - Push Notifications |
| Appointment Cancellation Fee Charged | This notification is automatically triggered when the appointment cancellation fee is charged | - Text - Push Notifications |
Appointment Declined | This notification is automatically triggered when the business declines a pending appointment | - Text - Push Notifications |
Appointment Request | This notification is automatically triggered when a client requests an appointment that requires an approval | - Text - Push Notifications |
| Appointment Rescheduled | This notification is automatically triggered when an appointment has been rescheduled | - Text - Push Notifications |
| Appointment Booked Online By Client | This notification is automatically triggered when a client schedules an appointment online | - Text - Push Notifications |
| Gift Card Received | This notification is automatically sent to the recipient when a client purchases a gift card online, informing them of the gift card details. | |
| Gift Card Sent | This notification is automatically sent to the purchaser when they buy a gift card online, confirming the purchase details. | |
| No Show | - Text - Push Notifications | |
| No Show Fee Charged | This notification is automatically triggered when an appointment is marked as a no-show and a no-show fee is applied. | - Text - Push Notifications |
| Payment Failed | This notification is automatically triggered when a client's credit card payment fails | |
| Price Change | This notification is automatically triggered when the price of a service on an appointment is updated | - Text - Push Notifications |
| Reschedule Request | This notification is automatically triggered when a client requests to reschedule a pending appointment | - Text - Push Notifications |
Upcoming Appointment Reminder
| Templates | Description | Delivery Methods |
| Appointment Reminder | This notification is sent to clients as a reminder of their confirmed upcoming appointment. It can be configured to be sent either in days (up to 4 days before) or in hours (up to 24 hours before). | - Text - Push Notifications |
| Class Reminder | This notification is sent to clients as a reminder of their confirmed upcoming class session. It can be configured to be sent either in days (up to 4 days before) or in hours (up to 24 hours before). | - Text - Push Notifications |
| Pending Appointment Reminder | This notification is sent to clients who have scheduled an appointment, but it has not yet been accepted by the business. It can be configured to be sent either in days (up to 4 days before) or in hours (up to 24 hours before). | - Text - Push Notifications |
| Virtual Event Reminder | This notification is sent to clients to remind them about their confirmed upcoming virtual event. It can be configured to be sent either in days (up to 4 days before) or in hours (up to 24 hours before). | - Text - Push Notifications |
Class Confirmations
| Templates | Description | Delivery Methods |
| First Class Confirmation | This is the initial notification sent to clients to confirm their upcoming class session. It can be configured to be sent in days (up to 99 days), hours (up to 99 hours), or weeks (up to 99 weeks) before the session. | - Text |
| Follow-up Class Confirmation | This notification is sent to clients who have not confirmed their upcoming class session after receiving the initial confirmation message. It can be configured to be sent in days (up to 99 days), hours (up to 99 hours), or weeks (up to 99 weeks) before the session. | - Text |
Appointment Confirmations
| Templates | Description | Delivery Methods |
| First Appointment Confirmation | This is the initial notification sent to clients to confirm their upcoming appointment. It can be configured to be sent in days (up to 99 days), hours (up to 99 hours), or weeks (up to 99 weeks) before the session. | - Text |
| Follow-up Appointment Confirmation | This notification is sent to clients who have not confirmed their upcoming appointment after receiving the initial appointment confirmation message. It can be configured to be sent in days (up to 99 days), hours (up to 99 hours), or weeks (up to 99 weeks) before the session. | - Text |
Class Session Review
| Template | Description | Delivery Methods |
| Request Review | This notification is sent to clients after a class session, encouraging them to leave a review. It can be configured to be sent up to 23 days, 23 hours, or 23 weeks following the session. The frequency options include:
Additionally, you can specify a preferred review site and choose to target only 4- to 5-star reviews. | - Text |
| Review Reminder | This notification is sent to clients who attended a class session but have not left a review after receiving the initial class review notification. It can be configured to be sent in days (up to 99 days), hours (up to 99 hours), or weeks (up to 99 weeks). | - Text |
Appointment Review
| Template | Description | Delivery Methods |
| Request Review | This notification is sent to clients following an appointment, encouraging them to leave a review. It can be configured to be sent in days (up to 99 days), hours (up to 99 hours), or weeks (up to 99 weeks). | - Text |
| Review Reminder | This notification is sent to clients who had completed an appointment but have not left a review after receiving the initial appointment review notification. It can be configured to be sent in days (up to 99 days), hours (up to 99 hours), or weeks (up to 99 weeks). | - Text |
Point of Sale
| Template | Description | Delivery Methods |
| Transaction Receipts | This notification is automatically triggered when a client makes a payment or completes a purchase in-store. | - Text |
Membership
| Template | Description | Delivery Methods |
| Membership Cancelled | This notification is automatically triggered when a membership is cancelled | - Text |
| Membership Expired | This notification is automatically triggered when a membership has expired | - Text |
| Membership Paused | This notification is automatically triggered when a membership has been paused | - Text |
| Membership Payment Failed | This notification is automatically triggered when a membership payment has failed | - Text |
| Membership Purchase Failed | This notification is automatically triggered when a membership purchase fails | - Text |
| Membership Purchased | This notification is automatically triggered when a membership has been purchased | - Text |
| Membership Suspended | This notification is automatically triggered when a membership has been suspended | - Text |
| Membership Upcoming Expiration | This notification is automatically triggered when a membership is expiring soon | - Text |
Referral Program
| Template | Description | Delivery Methods |
| Referrer Credit Activated | his notification is automatically sent to clients who refer someone, once the referred person completes their first appointment or purchase | |
| Thank You Referee | This notification is automatically sent to referees when they receive referral credits, and it includes the qualification criteria. | |
| Thank You Referrer | This notification is automatically sent to referrers when they receive referral credits and includes the qualification criteria. |
Package Expiration Reminder
Expiration Reminder
| Template | Description | Delivery Methods |
| Expiration Reminder | - Text - Push Notifications |
Client Engagement
| Template | Description | Delivery Methods |
| Client Marketing SMS Opt In | This notification is automatically sent to clients, offering them the opportunity to opt in to receive marketing SMS messages. | - Text |
Packages
| Template | Description | Delivery Methods |
| Package Expired | This notification is automatically sent when packages have expired. | - Text |
| Package Fully Used | This notification is automatically sent to clients when their package has been fully used | |
| Package Purchased | This notification is automatically sent to clients when they purchase a package |
Net Promoter Score
| Template | Description | Delivery Methods |
| Net Promoter Score | This notification is automatically sent to clients after an appointment is marked as completed based on the template's configuration | - Email - Text |
Marketing Automated Messages
Rebooking Reminders
| Template | Description | Delivery Methods |
| Services | This notification is triggered and sent to clients when it has been a while since they last booked a specific service, encouraging them to schedule an appointment. The notification can be configured to be sent in days (up to 99 days), hours (up to 99 hours), weeks (up to 99 weeks), months (up to 99 months), or years (up to 99 years). | - Text - Push Notifications |
Sales
| Template | Description | Delivery Methods |
| Event | This notification informs clients about flash sales when your schedule utilization falls below a certain threshold. See here for more information. This notification can be configured to be sent if x% or more of appointments are unfilled each day, within a range of x days from today. A dollar or percentage discount can also be configured, applying to selected services for clients who haven't been seen for x day(s). | - Text - Push Notifications |
Client Engagement
| Template | Description | Delivery Methods |
| Anniversary | This notification is sent to clients on their anniversary with the business, expressing gratitude for their continued support. It can be configured to be sent in months (up to 99 months) or years (up to 99 years). | - Text - Push Notifications |
| Birthday | - Text - Push Notifications | |
| Post- Appointment Message | This notification is sent to clients after their first appointment. It can be configured to be sent within hours (up to 99 hours), days (up to 99 days), or weeks (up to 99 weeks) following their first visit | - Text - Push Notifications |
| Packages | This notification is sent to clients after a specified number of bookings for the same service, promoting a package for purchase. It can be configured to be sent after up to 4 bookings. | - Text - Push Notifications |
| We Miss You | This notification is sent to clients who haven’t booked an appointment in a while. It can be configured to be sent after a specified period, including days (up to 99 days), hours (up to 99 hours), weeks (up to 99 weeks), months (up to 99 months), or years (up to 99 years) since their last appointment. | - Text - Push Notifications |
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