Customers & Automation
Client Message Settings
Client message settings let pilot venues choose automatic email and SMS delivery for booking updates, reminders, attendance checks, and receipts.
Last updated 3 August 2026
TL;DR
- Client messages controls automatic email and SMS for booking updates, reminders, attendance checks, and receipts.
- Owners and managers can configure the matrix from Automations when the pilot is enabled for their venue.
- New Zealand venues are email-only, and attendance checks require PRO to turn on.
- Turning off automatic delivery does not remove manual sending options.
Client message settings give each venue a channel matrix for automatic customer messages. Selected pilot venues see Client messages in Automations on web and mobile. Existing venues outside the pilot continue to use their current Automations controls and delivery behaviour.
How do you open Client messages?
Owners and managers at enabled venues open the settings from Automations.
- Open Automations from the web sidebar or More on mobile.
- Select Client messages.
- Find the booking or payment event you want to change.
- Turn Email or SMS on or off.
If the Client messages button is not visible, the venue is not currently in the pilot. Continue to use the existing automation cards.
What messages can you control?
The Booking and Payments sections separate automatic delivery by event and source.
| Group | Automatic message events |
|---|---|
| Booking confirmations | Online booking confirmation; Team booking confirmation |
| Approval mode | Booking request received; Booking request approved; Alternative time offered; Booking request declined; Booking request expired |
| Booking changes | Customer reschedule; Team reschedule; Customer cancellation; Team cancellation |
| Before the appointment | Appointment reminder; Attendance check |
| Payments | Checkout receipt; Fee charge receipt |
Each row shows recent delivery activity and provides separate Email and SMS switches. No automatic email or SMS means both automatic channels are off for that event.
How do appointment reminder options work?
Appointment reminder options control timing and SMS reply actions for automatic reminders.
| Setting | Options | Behaviour |
|---|---|---|
| Send before appointment | 1h, 2h, 4h, 12h, 24h, 48h | Sets when the automatic appointment reminder is due. |
| Include reply actions | On or off | Lets SMS clients confirm or request a change. Appointment reminder SMS must be on. |
| Attendance check | Email, SMS, both, or neither | Adds an automatic attendance request. A PRO plan is required to turn a channel on. |
New Zealand venues cannot turn on SMS client messages. Email remains available.
What booking content can you include?
Booking message content applies venue-wide to supported booking messages.
| Setting | On | Off |
|---|---|---|
| Show service price | Includes service prices and booking totals. | Omits those price details. |
| Show payment details | Includes deposits, balances, card details, refunds, and payment links. | Omits those payment details. |
What happens when you turn off receipts?
Turning off the final automatic channel for Checkout receipt or Fee charge receipt opens Stop automatic receipt delivery?. To continue, select I understand, turn off and acknowledge that the business remains responsible for providing proof of purchase when required.
Select Keep automatic receipts to leave the current setting unchanged. Australian venues can also open the linked ACCC guidance before deciding.
Who can use this
| Role | Access |
|---|---|
| Owner | Can view and change Client messages for an enabled venue. |
| Manager | Can view and change Client messages for an enabled venue. |
| Team | Cannot manage the venue-wide Client messages matrix. Manual booking actions remain subject to normal booking access. |
Common mistakes
Turning off an automatic channel does not disable every way to contact a client. Manual sends remain available, and browser push is managed separately.
Attendance check and Appointment reminder are separate rows. Turn on the channels needed for each one rather than assuming the reminder setting automatically enables attendance checks.
Troubleshooting
| Issue | Solution |
|---|---|
| Client messages is not visible | The venue is not currently enabled for the pilot. Use the existing controls in Automations. |
| The SMS switch is unavailable | New Zealand venues are email-only. Elsewhere, check the venue's SMS setup in Settings > Communications. |
| Attendance check cannot be turned on | Confirm the venue has an active PRO plan. Existing enabled channels can still be turned off after a downgrade. |
| Reply actions cannot be turned on | Turn on SMS for Appointment reminder first. |
| Both receipt channels cannot be turned off immediately | Read the responsibility notice, then select I understand, turn off if the business will provide proof of purchase another way. |
FAQ
What can I control in Client messages?
Owners and managers can choose automatic email and SMS delivery for booking events, appointment reminders, attendance checks, checkout receipts, and fee charge receipts.
Why can I not see Client messages?
Client messages is being released to selected venues first. Venues outside the pilot continue to use their existing Automations controls.
Can I turn off automatic receipts?
Yes, but turning off the final automatic receipt channel requires you to acknowledge that your business remains responsible for providing proof of purchase when required.
Does turning off an automatic channel stop manual messages?
No. Client message settings control automatic email and SMS only. Manual sends remain available, and browser push is managed separately.