Customers & Automation
Communications
Last updated 15 April 2026
Communications
Reach your clients with campaigns, automations, and a shared inbox inside OpenChair.
Where to find it - Web: Sidebar -> Inbox, Campaigns, or Automations.
Mobile: Inbox tab, or More -> Campaigns / Automations.
TL;DR
- Communications includes Inbox (two-way messaging), SMS and email Campaigns, and Automations, all under one Pro subscription.
- SMS requires a dedicated phone number provisioned from Settings → SMS & Messaging. Australia and UK only. NZ is email-only.
- Team members can view and reply in Inbox; only owners can create campaigns and configure automations.
- Pro includes 200 SMS and 2,000 emails per month for campaigns; overage is charged to your wallet.
Overview
Communications lets you manage all outreach to clients from one place:
- manage one-to-one customer conversations in Inbox
- send targeted email and SMS campaigns
- configure operational and growth automations
- use quick replies and template-driven booking messages
- monitor monthly SMS and email usage
Communications is included with OpenChair Pro. There is no separate communications add-on.
Availability by market
Communications features vary by market, with SMS only available in Australia and the United Kingdom.
| Feature | Australia | United Kingdom | New Zealand |
|---|---|---|---|
| Inbox | Yes, with dedicated number | Yes, with dedicated number | Email only |
| SMS campaigns | Yes, with dedicated number | Yes, with dedicated number | Not available |
| Email campaigns | Yes | Yes | Yes |
| Automations | Yes | Yes | Yes |
| Dedicated phone number | Yes | Yes | Not available |
New Zealand is an email-only market. SMS inbox, SMS campaigns, and dedicated numbers are not available there.
What Pro includes
OpenChair Pro includes communications access across Inbox, Campaigns, and Automations with campaign allocations of 200 SMS and 2,000 emails per month:
- communications access across Inbox, Campaigns, and Automations
- transactional allowances that scale with seats
- campaign allocations of 200 SMS/month in AU and GB
- campaign allocations of 2,000 emails/month in all supported Pro markets
- wallet-based overage charging when you go beyond included usage
SMS in Australia and the United Kingdom also requires a provisioned dedicated number.
Getting started
Getting started with Communications depends on your market.
Australia and United Kingdom
- Upgrade the venue to Pro.
- Go to Settings -> SMS & Messaging.
- Click Provision Number to assign a dedicated business SMS number.
- Open Inbox, Campaigns, or Automations.
New Zealand
- Upgrade the venue to Pro.
- Open Campaigns or Automations.
- Start using email campaigns and email automations immediately.
Provisioning and releasing a number
Dedicated phone numbers are available only in Australia and the United Kingdom.
- Provision: Go to Settings -> SMS & Messaging and click Provision Number.
- Release: Owners can release the number from the same screen. Once released, two-way SMS stops until a new number is provisioned.
Only one dedicated number can be active per venue.
Access and permissions
Access to Communications features varies by role.
| Action | Owner | Manager | Stylist |
|---|---|---|---|
| View Inbox, Campaigns, Automations | Yes | Yes | Yes |
| Reply in Inbox | Yes | Yes | Yes |
| Create and send campaigns | Yes | Yes | No |
| Configure automations | Yes | No | No |
| Provision or release a phone number | Yes | No | No |
| Manage quick replies | Yes | Yes | No |
Platform differences
Navigation and settings differ between web and mobile.
| Feature | Web | Mobile |
|---|---|---|
| Navigation | Separate Inbox, Campaigns, Automations items | Inbox tab, plus More -> Campaigns / Automations |
| Settings | Settings -> SMS & Messaging | Open Automations and use the header settings icon for SMS & Messaging |
| Templates | Automations and related settings surfaces | Automation Templates screen |
| Usage warnings | In-app banners and settings usage cards | Warning banner plus settings usage cards |
Troubleshooting
The following covers common issues with Communications setup.
| Issue | What to check |
|---|---|
| Communications shows an upgrade prompt | The venue needs an active Pro subscription. |
| SMS options are missing | SMS requires a dedicated number in AU or GB. NZ does not support SMS. |
| No phone number after upgrading | Open Settings -> SMS & Messaging and provision a number. |
| Campaigns cannot send SMS | Confirm the venue is in AU or GB and has an active dedicated number. |
| Automations are unavailable | Confirm the venue is on Pro and the automation is enabled. |
FAQ
Why does Communications show an upgrade prompt?
The venue needs an active Pro subscription to access Inbox, Campaigns, and Automations. Owners can upgrade from Settings → Billing.
Why are SMS options missing from Communications?
SMS requires a dedicated number in Australia or the United Kingdom. New Zealand does not support SMS campaigns or two-way SMS inbox, email is the only channel available there.
Why is there no phone number after upgrading to Pro?
Upgrading to Pro does not automatically provision a number. Open Settings → SMS & Messaging and click Provision Number to assign a dedicated business SMS number.
Why are automations unavailable?
Confirm the venue is on a Pro subscription and that the individual automation is toggled on in the Automations settings screen.