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Managing client notifications

Screenshot-2020-01-22-at-14.33.59.gifThis topic explains:


Feature overview

Notifications are short, informative messages sent via email, SMS text* or push notifications on the Fresha app**.

 We offer:

  • automated notifications to save you time and effort contacting clients
  • stylish, professional notification templates with smart features**
  • smart delivery technology to maximize the reach of notifications**
  • notifications for manual as well as online bookings
  • support for multiple languages

Note: The notifications you can send are determined by your country and account type. The notifications a client can receive are determined by the preferences configured in their Fresha account settings and/or Client Profile.

 *SMS text notifications are available in supported countries.
**Smart delivery and push notifications are available with Fresha Plus.


Why use this feature?

Notifications are a great way to keep clients informed about appointments, whether it’s recording a new, rescheduled or canceled appointment, flagging a no-show or saying ‘thanks for your visit’. 

Sending reminders can reduce no-shows by up to 30%, while automation makes contacting your clients effortless. Simply set your notification preferences, add custom info to our email templates (if required) and let us do the rest.


Notification types

You can configure and send 6 types of notification:

  • New appointment
    Sent when a new appointment is booked. These notifications confirm to the client that their appointment has been created and provide a summary of the appointment information.
  • Upcoming appointment reminder
    Sent at a predefined time in advance of an upcoming appointment. You can send one or two reminders and can choose how far in advance of the appointment start time they are sent.
  • Rescheduled appointment
    Sent when an appointment start time is changed. These notifications confirm to the client that their appointment has been rescheduled and provide a summary of the updated appointment information.
  • Thank you for visiting
    Sent after a client’s appointment is completed and checked out. These notifications thank clients for their custom while prompting them to review and rate your service. They also provide a copy of the sales invoice.
  • Canceled appointment
    Sent when an appointment is canceled. These notifications confirm to the client that their appointment has been canceled and provide a summary of the canceled appointment information – including any penalty fees incurred according to your cancellation policy.
  • Did not show up
    Sent when an appointment is marked as a ‘no-show’. These notifications inform the client that they didn’t attend their appointment and summarise any penalty fees incurred according to your cancellation policy. 

What is smart delivery?

Smart delivery optimizes the reach of your notifications using live information about client preferences and your business’ default settings.

For clients with Fresha accounts, we always send email notifications. We also send push notifications and SMS text reminders (where supported in your country and by your account) when one or both is enabled in their Fresha account settings.

For users without Fresha accounts, we send notifications based on the preferences you set in their Client Profile. You can send notifications via email, SMS text (where supported in your country and by your account) or both. You can also choose not to send notifications for specific clients.


SMS text support by country

  • Australia* – SMS reminders only
  • Canada* – SMS reminders only
  • India – SMS reminders only
  • Ireland* – SMS reminders only
  • New Zealand – SMS reminders only
  • Singapore – SMS reminders only
  • South Africa – SMS reminders only
  • United States* – SMS enabled for all notifications
  • United Kingdom* – SMS reminders only
  • United Arab Emirates* – SMS enabled for all notifications

* Unlimited SMS texts available to Fresha Plus members only

 


Configure client notifications using our templates

Under the heading Notification messages, you’ll see a list of notification types

  • Click the notification type you want to configure.

Notification_Types.png

On the left of the screen, you’ll see the configuration options for the selected notification. On the right, you’ll see a preview of the email template for the selected notification type.

  • Check and adjust the configuration options for the notification. 

Notification_Managment.png

 Configuration options may differ according to the notification type and format, your account type and your country.

Most notification emails show the price of booked services by default, but this information can be hidden using the Display service prices on email radio button within the template’s configuration options.

The Upcoming appointment reminder notification type lets you configure up to two reminders for a single appointment. Use the relevant dropdown menus to set the send time for each reminder: you can send a first reminder 3, 24 or 48 hours in advance and an additional reminder 2, 3 or 24 hours in advance. If you don’t want to send an additional reminder, access the relevant dropdown menu and select None.

Reminder_Managment.png

 All email notifications include an Important information field where you can enter custom text – for example, a link to a questionnaire new clients need to complete before attending their appointment. This field is limited to 500 characters.

At the bottom of all email and SMS text previews, you’ll see a Send test field. Enter an email address or mobile phone number as appropriate and click Send test to send a test version of the selected format.

  •  When you’re happy with your settings, click Save to return to the Client Messages page. Alternatively, click the X in the upper right-hand corner of the preview to exit without saving your changes. 

All future notifications will send automatically according to your current settings and the client’s notification preferences (as defined in their Fresha account settings or Client Profile).


Enable or disable notifications for manual bookings as a group

Under the heading Notification messages, you’ll see a list of notification types, each accompanied by a status button. The status label tells you whether the notification type is enabled or disabled for manual bookings. 

Note: Notifications for manual bookings are enabled by default.

Two options will display, Language options and one of two other options determined by the current status of your notifications: Disable notifications or Enable notifications.

  • Click either Disable notifications or Enable notifications to update your settings accordingly.

How_to_Enable_or_Disable_Notifications.png

Enable or disable specific notifications for manual bookings

  • Go to Client Messages > Settings.

Under the heading Notification messages, you’ll see a list of notification types.

  • Click the notification type you want to configure.

On the left of the screen, you’ll see the configuration options for the selected notification. On the right, you’ll see a preview of the email template for the selected notification type.

  • Use the Enable for manually booked appointments radio button to enable or disable the notification.

Adjust notification preferences for individual clients
You can choose which message formats – email, SMS text, neither or both (where available) – individual clients receive via the Edit Client page.

Notification_Management_by_Client.png

 You can’t manage a client’s push notification preferences – these are controlled by the client within the Fresha mobile app.

Note: You can also set a new client’s notification preferences on the Edit Client page when creating their profile for the first time.

  1.  Go to Clients and select a client to view their Client profile
  2. Click More options > Edit to display the Edit Client page.
  3. Access the Send notifications by dropdown menu to adjust the client’s notification preferences.

Review sent notifications

You’ll see a table showing all sent client notifications with the most recent at the top.

  • Browse the table to find the notification you want to review. Alternatively, enter a client name, email address or booking reference in the Search field and the table will automatically repopulate with matching results.
  • In the Message column, click the subject line of the notification you want to review. 

The selected notification will display.

  • To view messages sent using our previous templates, click the See older messages link at the bottom of the page.

Related articles

To learn more about language settings, see our Help Center article Managing language settings.

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