From time to time you may need to contact every customer (pet parent) who has a booking with you, for example to tell them about an emergency, a power cut, bad weather or a closure. The Marketing page has built-in lists for this, so you can send all of them an email, a text message (SMS) or an app notification in one go.
Which list to use to contact customers with bookings
Click Marketing in the main menu. Under Bookings you'll find:
Pets on site today: customers whose pets are checked in, or due in today. This list used to be called "Current Days Bookings".
Bookings due in the next 7 days: customers with a booking starting in the next week.
Checking in between two dates: customers checking in between dates you choose on the next screen, for example the days you'll be closed.
All future bookings: every customer with a booking still to come.
Marketing is always in the main menu; there's nothing to switch on. Staff need the Marketing Feature permission (Settings > Staff Accounts) to use it.
How to contact all customers with pets on site today
Go to Marketing and find Pets on site today.
Click Email, SMS or App on the card. (SMS only shows when text messaging is on in Settings > SMS Settings.)
Everyone on the list is ticked. Untick anyone you don't want to contact, then click Next: write the email (or Next: write the SMS, or Next: write the notification).
Write your message. Add fields such as [customer_first_name] or [pet_names] from Personalise if you want.
Click Preview Email (or Preview SMS, or Preview Push), check it, and click Send.
Messages are queued and sent in batches every 15 minutes.
The 14-day limit on marketing emails doesn't apply to these built-in booking lists, so customers you emailed recently are still included. Customers who've opted out of marketing for that channel (email, SMS or app) aren't sent the message.
Contacting customers with bookings: frequently asked questions
How do I text everyone who has a dog in today?
Go to Marketing, find the built-in list Pets on site today and click SMS. Write the text, click Preview SMS and Send. Each text uses SMS credits; the screen shows the credits needed before you send.
Where is the "Current Days Bookings" list?
The "Current Days Bookings" marketing list is now called Pets on site today. It's under Bookings on the Marketing page.
How do I tell customers booked next week that we're closing?
Use Bookings due in the next 7 days, or Checking in between two dates on the Marketing page and enter the dates you'll be closed. Then click Email, SMS or App to send them a message.
Will customers I emailed recently still get the message?
Yes. The 14-day limit only applies to marketing lists you create yourself. The built-in booking lists, such as Pets on site today, include customers you emailed recently.
Can I send it to customers who don't use the app?
An app notification only reaches customers who use your pet parent app. To reach everyone on Pets on site today, send an email or SMS as well.
Contacting customers with bookings: common problems
A customer with a booking today isn't on the list
Pets on site today lists customers whose pets are checked in, or due in today. A customer won't be sent the message if they've opted out of marketing for that channel, have no email address (for email), no mobile number (for SMS), or don't use the app (for app notifications).
I can't see the SMS button
The SMS button only shows when text messaging is switched on in Settings > SMS Settings.
"Sending is turned off during a trial."
Messages from the Marketing page can't be sent from a trial account. Sending works once your account is on a paid plan.
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