Creating Recalls

Written by Austin
... on a nifty November day.

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Recalls are messages that can be sent after a client has completed, cancelled or did not attend a booking. They can be used to welcome clients after their first appointment, prompt clients to book a follow up appointment, or follow up on cancellations.

Clients that do not have the required consent box ticked for Reminder SMS or Reminder Emails in their Profile will not receive a recall even if their booking is included in the Campaign.

There are different ways to manage Recall campaigns:

• Send the same message to all Clients attending consultations or classes across all Locations with all Practitioners when the same information is relevant, using the placeholders to customise the message.
• Send more customised messages for specific Locations/Services/Practitioners if different instructions are required.

• If providing both Services and Classes, at least 2 different Recall campaigns will be required as the same campaign can only be used for either Services or Classes, not both.
• If setting up multiple campaigns, ensure the same booking is not included in more than one campaign as this would result in the Client receiving multiple Recall messages.

1.  Go to Manage.

2. Click Recalls under Communications.

3. Click Create Recall in the bottom right corner.

4. Add a Title to easily recognise your message.

5. Click Next.

Who will receive the Recalls

This section covers how to configure which clients receive which recalls.

6. Select if Services or Classes attendees will receive the messages.

7. Choose which Classes or Services are included (All or a Selection – select which ones).

8. Choose to schedule the campaign either after the First Service is completed (for example, this might be used when the client still has future bookings and a welcome message is sent after their first booking) or after the Last Service is completed (for example, this might be used when the client has no future bookings to prompt them to book a follow up appointment).

9. Choose for which Locations the message is sent (All or a Selection – select which ones).

10. Choose for which Practitioners the message is sent (All or a Selection – select which ones).

11. Click Next.

When will the recalls be sent

12. Select what triggers the message to be sent. The three options are after bookings have been Completed, Cancelled or in a status of Did Not Arrive.

13. Select how long after the booking the message will be sent. Set a Number of Days, Weeks or Months.

14. Select which day of the week should the message be sent, Every Day or Specific Days.

If you choose Every Day, you can choose to Skip Weekends so that messages will be sent on Monday instead of the Weekend. (e.g. if you send your message 2 days after the completed appointment, recalls for appointments on Thursdays and Fridays would also be sent on Monday.)

If you choose Specific Days, tick the boxes of the day the message will be sent.

 

15. Choose at what Time of the day the messages will be queued to be sent.

16. Click Next.

How will the message be sent

17. Choose the Type of message, SMS or Email.

Email recalls are free of charge.

SMS recalls have fees. SMS Credits need to be purchased prior to sending SMS recalls or they won’t be sent. SMS Credits can be purchased in Setup > Subscription > SMS Credits. To avoid running out of SMS Credits we recommend set up auto-refill.

18. Type the Message, and click on Client, Appointment or Location to add placeholders that will be replaced by the personalised information when sending the message.

Use the Placeholders to customise the message for each Client, Appointment, and Location.

19. Add a Subject (email only).

20. Review your Campaign and click Save.

Once saved, the Campaign will be displayed in the list of Campaigns and can be edited or made inactive at a later time.