When looking at the customer's profile page you can turn off various communication preferences for a customer (pet parent) for Email, SMS messages and app Push notifications.
How to change a customer's communication preferences
Open the customer's profile page and click Communication Preferences to open that section.
Untick what the customer doesn't want to receive, or tick what they do.
Click Update Details.
Email Notification: Booking Notifications, Booking Reminders, Booking Receipts, Marketing Emails, Postcards.
SMS Notification: Booking Notifications, Marketing, Reminders, Price Due.
Push Notifications: Booking Confirmations, Booking Reminders, Price Due Notifications, Marketing Notifications, Direct Message Notifications, Postcard Notifications.
Permissions: Use Pet Images on Website & Social Media. This one records the customer's consent and isn't a message type.
Customers you add yourself start with everything ticked.
What happens when a preference is off
If you turn off SMS messaging for the customer, then when you look at the Customer Messages panel on a customer's booking you will be unable to send the customer that SMS. opt-out shows in place of the Send button. The same applies to emails and push notifications.
Automatic reminders follow these preferences. If Booking Reminders, Reminders or Price Due is off, that reminder isn't sent to the customer.
Marketing messages you send are skipped for customers who have opted out of marketing on that channel (email, SMS or push).
Messages you send to a class are the exception. Customers booked on the class still get them if they've opted out of marketing, because they're about their booking.
Marketing emails include an unsubscribe link. When a customer uses it, Marketing Emails is turned off on their profile.
How customers choose their own preferences online
When Turn on data protection features is on, customers setting up an online account see your consent wording and can choose what communication preferences they wish to receive. This is set per business, not per customer, in Settings > GDPR/DPA Settings under Turn on GDPR Features. It asks for a Data protection officer and Consent wording shown on your booking form.
When it's off, customers don't see these choices when they sign up, and their preferences all start on.
After they have registered, customers can update their communication preferences at any time in the online portal, under Your Details.
Communication preferences: frequently asked questions
Can I show a warning when customers turn off email or SMS?
Yes. In Settings > Online Booking Portal, fill in Message to show to customers when they turn off Email Confirmation option, and the matching SMS Confirmation and Postcards messages. The message shows beside that option on the customer's sign-up form and under Your Details.
Does this stop KennelBooker contacting me, the business?
No. These preferences are for your customers. What KennelBooker may contact you about is set separately under What Kennel Booker may contact you about in Settings > GDPR/DPA Settings, and that has no effect on your customers' messages.
Communication preferences: common problems
There's no Send button, it just says opt-out
opt-out in the Customer Messages panel means that message type is off for this customer. If the customer has asked to receive it, tick it under Communication Preferences on their profile page and click Update Details.
Customers aren't being asked for consent when they sign up
The consent step only shows when Turn on data protection features is on in Settings > GDPR/DPA Settings. Turn it on, fill in Data protection officer and Consent wording shown on your booking form, then save. Customers who already have an account aren't asked again, but can change their preferences under Your Details.
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