Help / Messages and inbox
Turn on appointment texts and set the wording
Switch on confirmation, reminder, moved and cancelled texts, edit what they say, and send yourself a test.
Who can do this: The owner or a manager. Turning appointment texts on for existing clients is owner only.
Texts go only to households that agreed to appointment messages. A client can reply STOP at any time. Nothing automated is sent before 8:00 am or after 8:00 pm shop time; it waits until 8:00 am.
Steps
- Open Business settings and choose Texting.
- Switch on Send appointment texts. Reminder the day before is on by default; Reminder two hours before is off until you switch it on.
- Under What the texts say, edit the wording for Confirmation, Reminder (24 hours), Reminder (2 hours), Appointment moved, Cancellation and Ready for pickup. Use {shop}, {pets}, {when} and {groomer}. Press Save wording.
- Under Send a test to my phone, type your own mobile number and press Send test.
- Owner only: to text clients you imported, tick "These clients gave this shop their number for appointment messages." and press Turn on for existing clients.
What you will see
- "Texting is on for your shop." and "Wording saved." and "Test text sent."
- Recent texts lists the last 50 with a status of Waiting, Sent, Delivered, Not delivered, Failed or Received.
Common problems
- "Texting is not set up on this server. Nothing is sent until it is."
- The platform's texting provider has not been configured for this installation. Everything else keeps working.
- "Include {when} so the client sees the date and time."
- Every wording except Ready for pickup needs {when}.
- "Use plain letters, numbers and punctuation only." or "Keep a text under 320 characters."
- No emoji or accented letters, and 320 characters at most. If your wording lacks STOP, "Reply STOP to opt out." is added for you.
- A client did not get a text.
- They need appointment-text consent on file, a valid mobile number, and must not have replied STOP or be blocked. Imported clients start without consent.
- "That is enough test texts for now. Try again in an hour."
- Tests are limited to 3 an hour per shop.
Good to know
- Client replies of C, confirm or confirmed confirm their next unconfirmed booking. Any other reply appears as a conversation in the Agent inbox when exactly one household has that number.
- A client who replies START turns texts back on after STOP.
- Marketing texts are not sent by the platform.