Question 1

Texts that go out on their own

Accepted Answer

Bookings send a heads-up, a confirm-by-tap ask, then a day-before reminder. Edit the wording under SMS, then Templates. 1. Two or more days out — "Booking Accepted (FYI)" goes straight away. No link. 2. Two days before the visit — the "Confirmation Request" goes out, with a tap-to-confirm link. 3. The day before — the "Reminder (day before)" goes out at the time you pick. Book something closer, even later today, and the Confirmation Request goes out immediately instead. If it went out close to the visit, the day-before reminder is skipped. If they haven't confirmed, the day-before text asks again. Cancel a booking and the app shows the cancellation text to send or skip. Move one to another day and, if the client needs to know, it offers a confirm text. Same day, their confirmation stands, unless you move it over an hour (your setting) from what they were last told; then it offers a heads-up. A repeat booking sends one summary. The ones you send yourself On your phone, open the booking and tap Send message, then choose On the way, Running late or Custom message. Changing the wording SMS → Templates Tap a template to open it: an Enable Template switch, the message body, chips that drop in names, dates and times, a live preview, and a character and segment count. On the Confirmation Request you can change how many days ahead it goes. The reminder is always the day before.

Question 2

How many texts you get

Accepted Answer

Your plan includes a batch of texts each month, and running out never stops you sending — the extras are just counted. Open SMS and tap See usage. Base is what's left of this month's included texts, and the date underneath is when they renew. Bonus is anything you've bought on top, and bonus credits never expire. SMS → See usage What your plan includes 500 texts a month. Out of them? Your texts still go out. The extras are counted at 8c each and show on your usage screen. Buying more If you're the business owner, look for Buy 200 SMS — $12 on the usage screen. It's a one-off, and those credits land in your Bonus balance. Team members don't see it. Why one text can cost two credits Credits are counted in segments, and a segment is 160 characters, or 70 once a text has an emoji or other special character. A long template uses two or three per send, so the counter at the bottom of the template editor is worth a glance before you save. You are never blocked from texting a client. Even on a zero balance, the message goes.

Question 3

A text didn't arrive

Accepted Answer

Start with your sending number — until it's verified nothing goes out at all, and you aren't charged for the attempt. Start with the sending number. Texts go out from your own mobile, and until you've verified it nothing sends. You aren't charged for the attempt. 1. Open SMS. If the card says "Send from your own number", type your mobile in and tap Send verification. 2. We text you a link. Tap it. The card then reads Verified. 3. Check Outbound SMS is switched on. Off, and nothing sends to anyone. It stays locked until your number is verified. Only the owner can change these. On a computer, find them on the SMS Overview tab. Other reasons one client got nothing They opted out, by tapping the opt-out link in an intake form or waitlist offer text. Your list is under SMS, then Opt-outs, with Reactivate if they've asked to start again. They replied STOP. That reply goes to your own phone and blocks nothing, so check there. Their texts are switched off. Open the client and check the SMS Preferences card. Wrong or missing mobile. Open the client and check the number on file. Seeing what happened SMS → See usage → View all Every text that left us is listed with a badge — Delivered, Sent, Queued, Failed, Rejected or Expired. That tells you whether it reached them. A text stopped before it left us, like an opt-out or an unverified number, isn't listed.

Texts to clients

More time for the dogs.