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. |
FAQ
Why are reconnect messages not sending?
Confirm the automation is enabled in the Automations settings and that the venue still has an active Pro subscription. For SMS reconnect, also check that a dedicated number is provisioned under Settings → Communications → SMS.
Why is the SMS channel missing from reconnect?
SMS reconnect requires a venue in Australia or the United Kingdom with a dedicated number provisioned. New Zealand reconnect is email-only, the SMS channel will not appear for NZ venues.
Can clients unsubscribe from reconnect messages only?
Yes. A valid reconnect unsubscribe link sets the client's reconnect opt-out flag. The client still receives booking confirmations, appointment reminders, receipts, and invoices.