Post-Appointment Messages

Post-Appointment Messages are automated notifications sent to clients once their appointment is marked as completed. The messages confirm the completion of the visit and provide the following:

• A link to easily rebook their next appointment
  
• A link to their invoice, allowing them to view details or take any necessary action

This article will guide you through customizing post-appointment message templates.

Things to know

• The ability to view and customize post-appointment messages is controlled by the "Accessing Automated Messages" access control setting.
• Messages are sent only when:
• The appointment is manually marked as completed in the appointment modal
• The account is set to auto-complete appointments when their ticket is closed.
• You can create multiple templates targeting specific services.
• Messages can be sent immediately or after a set number of hours/days/weeks/months (up to 99).
• By default, all services are included, but you can limit messages to certain services.
• If a service is not selected in any template, no post-appointment message will be sent for it.
• When customizing post-appointment messages, you cannot edit the name of the template.
• A default post-appointment message template always exists to ensure clients receive some communication if all custom messages are deleted.
• Franchise accounts with global marketing enabled:
• If the hidden setting Allow Child Accounts to Edit Global Automated Marketing Templates is enabled, edits at the child account only apply to that child.
• Child-level notifications will respect service selections at that level.
• These notifications will include a link to an invoice only if the appointment is linked to an open or closed ticket.

To customize post-appointment message templates, simply:

1. Navigate to Marketing > Automated Messages
2. Scroll to the Post-Appointment Message template
3. Hover over the template and select View
4. From here you can edit the following (if your subscription allows)

   • Send X After the Appointment: You can specify when the notification should be sent to the client — either immediately after the appointment is marked as completed, or after a set number of hours (up to 99), days (up to 99), weeks (up to 99), or months (up to 99).

   • Services: This drop-down menu lets you select the service(s) that will trigger the post-appointment message notification when the appointment is marked as completed.
     

   • Delivery By: You can specify a fallback delivery method (email, SMS, push notification) when the primary method is unavailable. Learn more here

     • Email: The client must have an email address on file and be opted in to receive transactional emails
     • Text Message: The client must have a mobile number on file and be opted in to receive transactional SMS
     • Push Notification: The client must have the MyTime Guest App installed on their mobile device
     • 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 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

   • 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.

   • Subject: The subject line of the email as it will appear in the client’s inbox.

   • Add Directions: You can add directions for each of your locations. They will be featured in clients’ appointment-related emails.

   • Service-specific Instructions: You can add instructions for each of your services. They will be featured in clients’ appointment-related emails and SMS. Learn more here

   • Body: Customize the message content

5. Save

To customize an additional post-appointment message, click on the + Add Another Message hyperlink. You can then set up the template by referring to the information provided above.

For more information, contact us at support@mytime.com or (385) 233-6964.

Related Articles:

• Customizing Automated Messages
• Global Automated Messages
• Sending Invoices via POS (Coming Soon)
• Reply-To Email for Outbound Messages