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Help Center/Notifications & AI phone
Animated tutorial · Part 12

Notifications & AI phone

8 scenes · about 7 min

Press Play to start, or pick any scene below to jump to it. To change the language, use the language menu at the top right of the page.

The 8 scenes in this part

  1. 1Find notification settings
  2. 2Booking confirmation and reminders
  3. 3Marketing messages
  4. 4Receipts and slot fill
  5. 5Notification logs
  6. 6AI phone answering
  7. 7SMS registration and comms package
  8. 8AI call logs

Transcript

Word for word with the voiceover, so you can search, copy and read at your own pace.

1Find notification settings

Texts and emails to customers and staff are set up under Communications in the System Settings rail. Owners and admins see the whole group; Front Desk only sees Notification Settings. At the top of Notification Settings is Customer SMS hours: texts to customers only go out in this window, 9 AM to 10 PM by default, and texts created outside it wait until the next start time. Below are three cards: appointment messages to customers, messages to therapists, and marketing. Each row shows its channels and a switch; when the switch is on, it sends. Rows never set up show Go to Setup; open one and save once, and it turns on.

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2Booking confirmation and reminders

Click the Booking confirmation row to open its settings. Booking confirmation is the one message sent when the booking is made. Its timing is just Send Immediately or 10 Minutes Later, and it sends immediately by default. Edit the words in SMS message. Click a variable below to insert the first name, service or time; it is filled with each customer's real details when sent. On the right is a live preview with the sample customer John, plus the character and segment count: 160 English characters per segment, or 70 if the text has Chinese. The last lines of the preview are added automatically when sending. Every text ends with your store name and address, which you cannot remove; the Reply Y line is added only when the text goes out from your own store number. If email is checked, the email carries just the message, without these lines. Click Save, and the confirmation text is updated. Reminders before the appointment are set up separately in the Appointment reminder row below. They have their own wording that starts with Reminder, so customers can tell it is not another confirmation. New stores already have this rule, set to 1 Day Before, but its switch is off. You can pick several send times. Add Same Day (1 hour before), and the customer gets one reminder the day before and another an hour before. The day-before reminder goes out at 9 AM store time, and any time already past is skipped. For channels, choose SMS, email, or both. Click Save, then turn on the row switch, and reminders start going out.

Stores, clients and amounts in the tutorials are demo data. Some features need a particular plan or must be turned on for your store; the tutorial says so when it comes up. Didn’t find an answer? See the FAQ · contact us

← PreviousOrders & refundsNext →Payment settings
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3Marketing messages

Marketing messages go by SMS only, and only to customers who agreed to receive marketing texts. Open Birthday Greeting; it always goes out on the morning of the birthday. Once you save, the row switch turns on. Holiday Greeting has its own window: pick a holiday on the left, write the greeting on the right, and save; it goes out on the day. You can also add your own holidays, sent on the same date every year. For Google Review, paste your Google review link and choose how long after checkout to send; two to three hours is suggested. You can edit the text below, but keep the review link in it. Customers tap the link and rate first; whatever the rating, they can choose to write a Google review or send feedback only to the store.

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4Receipts and slot fill

Turn on Text a receipt after checkout, and after every checkout the customer gets a text receipt with the amount paid, tip, payment method, remaining package sessions and gift card balance. With receipts on, Include a rebook link in receipts below becomes available: the receipt ends with a booking link that opens with the last service and therapist pre-selected. Fill cancelled slots never texts customers on its own. When a booking within 48 hours is cancelled, it alerts the front desk and suggests a few customers; the front desk clicks to send the invite. It can only be turned on once the store's SMS number is approved. This store's number isn't registered yet, so it says it can't be turned on; registration is covered next.

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5Notification logs

Every message sent is recorded in Notification Logs under Communication Logs, newest first. Search by customer name or notification type, and filter by status and channel. Phone numbers and message text aren't searchable, and there is no date filter. Click a row to open the details on the right: the delivery steps and the exact text that was sent. Most texts stop at Sent, because carriers don't always return a delivery receipt. There is no resend button here.

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6AI phone answering

The top of the AI Phone page shows that this number can already take calls, but sending texts needs a carrier registration first. In Numbers & answering, click the number row to open its answering settings. You can rename the assistant and add a transfer number. When the AI can't help, the call is transferred to this number; if it's empty, the AI takes a callback request instead. The opening line is English only for now, and the right side shows what callers hear. Business hours come from store settings; there are no language, voice or after-hours options here. Under AI Call Answering, choose who picks up: AI answers or Forward to the store. When forwarded, calls ring the transfer number above, or the store phone if it is empty; the AI does not answer and no AI minutes are used. A number that cannot forward yet shows Turn off instead, and then nobody answers. Changes apply only after Save Settings.

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7SMS registration and comms package

For the number to send texts, US carriers require a business registration. Click Enter business details and fill in the legal name and EIN from your IRS EIN notice, not the storefront name. Add an authorized representative, usually the owner, and click Submit for our review. We check the details first and then file with the carrier for you; review usually takes one to three business days. Below, the Comms package card lists your monthly cost. The Base comms fee is required: ten dollars a month for one number, thirty AI call minutes and one hundred text segments. Text packs and AI call packs are optional and add to the allowance. This store has a one-hundred-minute AI call pack. Click Adjust package to pick a text pack and an AI call pack separately, or neither; the estimated monthly cost is shown below. Upgrades start right away; downgrades and cancellations start next billing period.

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8AI call logs

Calls the AI answered are in AI Call Logs under Communication Logs. At the top are the last seven days' calls, bookings and booking rate. The list shows the last ten calls. Open one to play the recording and read the summary and transcript; the booking it made is on the right. That covers notifications and AI phone. Whenever you're stuck, click Help & tutorials in the sidebar and type your question to find the chapter that covers it.

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