Set your customer rules
Choose the automatic messages customers get, quiet hours, review requests, the marketing text limit, custom fields and what Add customer asks for.
Settings → Customers holds the rules for every customer in your business. People who manage business settings can change them. On the sample business, changes stay in this browser.
Change a rule
- Go to Settings → Customers.
- Change what you want in Statuses, Messages, Reviews and marketing limits or Customer records.
- Press Save.
Messages
Booking confirmation, appointment reminder, on my way, job done + pay link, payment receipt and quote follow-up each go out on their own. Switch each one on or off and pick Text, Email or Text and email. The quote follow-up starts off.
- Payment receipt by email turns on Email a receipt in Record payment. See Send a receipt for a payment.
- Reminders go The day before at a time you pick, Hours before the start, or both, in each customer's own time zone.
- Quiet hours: automatic texts wait until your texting hours (8 am to 9 pm unless you change them) in the customer's time zone. Texts you type always go right away. Marketing texts always stay between 8 am and 8 pm.
- Texts start with your business name. You can turn that off once your own texting number is on.
- A Reply-to email sends customer replies to another address.
For anything more custom, use Workflows.
Reviews and marketing limits
- Review requests ask for a Google review once the job is fully paid, a few hours later, and at most once every few months per customer. They count as marketing. Add your Google review link in Settings → Links first.
- The marketing text limit caps marketing texts per customer in 30 days. Reminders and receipts never count.
Customer records
- Custom fields like gate code or pet's name: fill them in on the customer's page under More details. Removing a field keeps answers already saved.
- Required when adding a customer: Add customer won't save without the phone, email, address or car you pick. Online booking, forms and imports aren't blocked.
- Warn about duplicates when a phone or email already belongs to someone. You can still save.
- Customers with no visit for the days you pick show as Inactive. Nothing is sent.
Didn't work?
A message didn't go out
Check it's on and set to the channel you expect, and that the customer has a phone number or email. A text may be waiting for quiet hours. A customer who replied STOP gets no texts.
Review requests never go out
Add your Google review link in Settings → Links, and check the invoice is fully paid.