8 scenes · about 6 min
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Texts and emails to customers and staff are set up under Communications in the System Settings rail. Only owners and admins see this group. Notification Settings has three cards: appointment messages to customers, messages to therapists, and marketing. Each row shows its channels and a switch; when the switch is on, it sends. Rows never set up show Go to Setup; open one and save once, and it turns on.
▶ Play from this sceneClick the Confirmation and reminders row to open its settings. You can pick several send times. Only Send Immediately is on by default; add 1 Day Before and Same Day (1 hour before), and the customer also gets a reminder the day before and an hour before. The day-before reminder goes out at 9 AM store time, and any time already past is skipped. For channels, choose SMS, email, or both. Edit the words in SMS message. Click a variable below to insert the first name, service or time; it is filled with each customer's real details when sent. On the right is a live preview with the sample customer John, plus the character and segment count: 160 English characters per segment, or 70 if the text has Chinese. The last lines of the preview are added automatically when sending. Every text ends with your store name and address, which you cannot remove; the Reply Y line is added only when the text goes out from your own store number. If email is checked, the email carries just the message, without these lines. Click Save, and the reminders take effect.
▶ Play from this sceneMarketing messages go by SMS only, and only to customers who agreed to receive marketing texts. Open Birthday Greeting; it always goes out on the morning of the birthday. Once you save, the row switch turns on. Holiday Greeting has its own window: pick a holiday on the left, write the greeting on the right, and save; it goes out on the day. You can also add your own holidays, sent on the same date every year. For Google Review, paste your Google review link and choose how long after checkout to send; two to three hours is suggested. Happy customers are sent to Google, unhappy ones to private feedback.
Stores, clients and amounts in the tutorials are demo data. Some features need a particular plan or must be turned on for your store; the tutorial says so when it comes up. Didn’t find an answer? See the FAQ · contact us
Turn on Text a receipt after checkout, and after every checkout the customer gets a text receipt with the amount paid, tip, payment method, remaining package sessions and gift card balance. With receipts on, Include a rebook link in receipts below becomes available: the receipt ends with a booking link that opens with the last service and therapist pre-selected. Fill cancelled slots never texts customers on its own. When a booking within 48 hours is cancelled, it alerts the front desk and suggests a few customers; the front desk clicks to send the invite. It can only be turned on once the store's SMS number is approved. This store's number isn't registered yet, so it says it can't be turned on; registration is covered next.
▶ Play from this sceneEvery message sent is recorded in Notification Logs under Communication Logs, newest first. Search by customer name or notification type, and filter by status and channel. Phone numbers and message text aren't searchable, and there is no date filter. Click a row to open the details on the right: the delivery steps and the exact text that was sent. Most texts stop at Sent, because carriers don't always return a delivery receipt. There is no resend button here.
▶ Play from this sceneThe top of the AI Phone page shows that this number can already take calls, but sending texts needs a carrier registration first. In Numbers & answering, click the number row to open its answering settings. You can rename the assistant and add a transfer number. When the AI can't help, the call is transferred to this number; if it's empty, the AI takes a callback request instead. The opening line is English only for now, and the right side shows what callers hear. Business hours come from store settings; there are no language, voice or after-hours options here. Changes apply only after Save Settings. Note: with AI Call Answering off, calls to this number are rejected; they are not forwarded to the front desk.
▶ Play from this sceneFor the number to send texts, US carriers require a business registration. Click Enter business details and fill in the legal name and EIN from your IRS EIN notice, not the storefront name. Add an authorized representative, usually the owner, and click Submit for our review. We check the details first and then file with the carrier for you; review usually takes one to three business days. Below, Comms package shows your tier and this month's usage: each tier includes one number, AI call minutes and text segments, and allowances reset monthly. Click Change tier to switch: upgrades apply right away, downgrades start next billing period, and your number stays the same.
▶ Play from this sceneCalls the AI answered are in AI Call Logs under Communication Logs. At the top are the last seven days' calls, bookings and booking rate. The list shows the last ten calls. Open one to play the recording and read the summary and transcript; the booking it made is on the right. That covers notifications and AI phone. Whenever you're stuck, click Help & tutorials in the sidebar and type your question to find the chapter that covers it.
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