Types of automated messages
Learn how to choose the right automated messages to keep clients informed, engaged, and returning to your business.
In this article
About Automation types
Automated messages help you communicate with clients at key moments without needing to send messages manually. Each type of automation is designed for a different purpose, from reminding clients about appointments and encouraging repeat bookings to keeping them updated when they engage with your Loyalty program.
Choose the notification that best matches your goal, then customize when it sends and the delivery channels used, including email, text message and WhatsApp.
Once enabled, notifications are sent automatically based on your settings, helping you stay connected with clients without daily follow-up.
Appointment message types
Appointment notifications keep clients updated before, during, and after every appointment.
Reminders
- Reminders: Send reminders ahead of an upcoming appointment. Choose how far in advance you’d like them to be sent to help reduce no-shows.
Appointment updates
- New appointment: Let clients know their appointment is booked.
- Rescheduled appointment: Notify clients when an appointment has been rescheduled, outlining the updated date, time, or team member.
- Canceled appointment: Inform clients that their appointment has been cancelled.
- Did not show up: Confirm that a client missed their appointment after the appointment has been marked a no-show.
- Thank you for visiting: Thank clients after their appointment and invite them to leave a review, helping to grow your Online Reputation.
- Thank you for tipping: Acknowledge and thank clients who left a tip after their appointment.
Waitlist updates
- Joined the waitlist: Confirm when a client successfully joins your waitlist.
- Time slot available: Let clients know when a suitable appointment becomes available to book. Notifications are sent according to your Waitlist settings, allowing you to control which clients are notified first.
Marketing message types
Marketing notifications automatically reach clients at key moments. Customize when notifications are sent and attach discounts where available to reward clients and encourage them to book again.
Increase bookings
- Reminder to rebook: Encourage clients to schedule their next appointment if they haven’t rebooked within a set timeframe.
- Celebrate birthdays: Send a personalized message and optional discount to help clients feel special on their birthday.
- Win back lapsed clients: Re-engage clients who haven’t visited in a while by offering an incentive to return.
- Reward loyal clients: Recognize your most loyal clients with a thank-you message and exclusive offer.
Celebrate milestones
- Welcome new clients: Sent after a client's first booking to welcome them to your business and encourage them to book again by including a discount.
- Appointment milestone message: Sent when a client completes a specific number of appointments, such as their 10th or 20th visit. You set the milestone threshold, timing, and which services count.
Client Connect message
Never miss an important conversation on Client Connect by automatically updating clients when you message them in Fresha.
- New chat message: Notify clients when you've sent them a message on Client Connect, directing them to the conversation in Fresha where they can continue chatting using two-way messaging.
Client Loyalty messages
Keep clients engaged with your Client Loyalty program by automatically updating them as they earn points, unlock rewards, and progress through loyalty tiers.
- Earned points summary: Update clients on their recently earned points, current points balance, and any points reaching expiry.
- Achieved loyalty tier: Sent when a client reaches a new tier, outlining the rewards and perks they’ve unlocked.
- Earned rewards summary: Encourage clients to use their rewards by reminding them of what rewards they have and when they expire.
- Referrer rewards earned: Let clients know when they've earned a reward for referring a friend, encouraging them to continue recommending your business.
FAQs
Email automated messages are sent free of charge. Text messages and WhatsApp automated messages are deducted from your monthly messaging balance. You can easily add more texts to your balance through your messaging balance or set-up Auto top-ups.
Yes, you can manage a client’s marketing preferences through their client profile. This will stop automatically sending Increase Bookings and Celebrate Milestones messages to them.
Clients can also manage their preferences at any time through their Client marketplace profile under Settings. From there, they can turn off marketing notifications under Notification settings.
Each discount code included in an automation is for single use by each client per campaign. For example, if a client receives the discount code BIRTHDAY10, they can only use it once. If they receive the same code again in the future, they can use it once more.
Discount codes included in an automation are specific to the client who received them. If someone else tries to use the code on their account, it will not be accepted, and they’ll see a message saying: "This discount code has been sent to a different email or phone number". The code can only be redeemed through the account linked to the email address and phone number it was sent to.
Clients who lapse again after returning through an automation will receive another Win-back automation once they qualify for the lapsed client group again.
Fresha sends only one Reminder to rebook when multiple reminders would overlap. For a multi-service booking, the reminder is based on the most recently completed service. For example, if a client books a color treatment followed by a wash, cut, and blow-dry, the reminder will be based on the service completed last.
If a client has separate appointments on the same day, the reminder will be based on their most recent appointment.
Clients won't receive a Reminder to rebook if they already have an upcoming appointment, as they're already due to return to your business. Reminders are also not triggered by canceled appointments or no-shows.