Customers & Automation
Client Reconnect
Reconnect automations bring inactive clients back automatically by SMS or email. Requires OpenChair Pro and a dedicated number for SMS in AU and GB.
Last updated 8 July 2026
Reconnect automations help bring inactive customers back automatically.
Where to find it - Web: Sidebar -> Automations -> Reconnect settings. Mobile: More -> Automations -> reconnect settings.
TL;DR
- Reconnect automations send re-engagement messages to inactive clients automatically once configured.
- Requires an active Pro subscription; SMS reconnect also needs a dedicated number in AU or GB.
- New Zealand venues can use reconnect by email only.
- Configure the inactivity window and channel in Automations → Reconnect settings.
Requirements
Reconnect requires an active Pro subscription and, for SMS, a dedicated number in Australia or the United Kingdom:
- active Pro subscription
- email enabled in supported markets
- for SMS reconnect in AU and GB, a dedicated number
New Zealand can use reconnect by email only.
Set up reconnect
Set up reconnect from Automations, the automation runs automatically once configured.
- Open Automations.
- Open the reconnect automation settings.
- Choose the inactivity window.
- Select the available channel.
- Save changes and enable the automation.
Reconnect runs automatically once configured.
Reconnect unsubscribe links
Reconnect unsubscribe lets a client stop re-engagement messages without stopping booking confirmations, appointment reminders, receipts, or invoices.
The current public unsubscribe page can show:
| Page state | Meaning |
|---|---|
| Unsubscribe from Reconnect Messages | The token is valid and the client can confirm unsubscribe. |
| You've been unsubscribed | The client confirmed unsubscribe successfully. |
| You're Already Unsubscribed | The client had already opted out of reconnect messages. |
| Invalid Unsubscribe Link | The link is missing required venue or customer details. |
| Invalid Token | The token is invalid or expired. |
When unsubscribe succeeds, OpenChair sets the client's reconnect opt-out flag so future reconnect waves skip that client. If the client is linked to a user account with communication preferences, marketing preference is also set to off.
Note
The unsubscribe page and API exist, but the active reconnect email cron still needs full token-link wiring in the audited implementation. Treat this as partial coverage until reconnect emails consistently include the tokenised unsubscribe page path.
Troubleshooting
The following covers common issues with reconnect automations.
| Issue | What to check |
|---|---|
| Reconnect messages are not sending | Confirm the automation is enabled and the venue still has Pro access. |
| SMS channel is missing | SMS reconnect requires AU or GB plus a dedicated number. |
| NZ venue only shows email | Expected: New Zealand reconnect is email-only. |
| Invalid Token | The unsubscribe link is invalid or expired. Ask the client to use the latest link from their email. |
Related articles
Common questions
- Why are reconnect messages not sending?
- Confirm the automation is enabled and the venue still has Pro access. SMS reconnect also requires a dedicated number in AU or GB.
- Why is the SMS channel missing from reconnect?
- SMS reconnect requires an AU or GB venue with a dedicated number. New Zealand reconnect is email-only.