Configure Package Notifications

Modified on Sun, 7 Jun at 12:29 PM

Package notifications can be used to keep your customers informed about the status of their packages. In this article, we'll go through how to set up automated notifications for packages.

Things to know:

The ability to configure package notifications is governed by the "Accessing Automated Messages" access control setting.
You can filter templates by category directly from the main page. Select a single category, such as Package Notifications, or select multiple categories at once to narrow down your view and find exactly what you need without scrolling through the full list.
Package notifications come with three pre-configured templates that you can customize and use.
Clients who have used all their package item credits will not receive the "Package Expired" automated notification. Instead, they will only receive the "Package Fully Used" automated message.
Notification Requirements
- SMS Notifications: Clients must have a valid phone number on file and be single-opted in to receive transactional SMS.
- Email Notifications: Clients must have a valid email address on file and be opted in to receive transactional emails.
SMS Segments & Billing
SMS billing is calculated per segment, not per message.
Encoding Types
GSM Encoding
Up to 160 characters per segment
Long messages split into 153-character segments
UCS-2 Encoding
Used when messages include emojis or special characters
Up to 70 characters per segment
Long messages split into 67-character segments
Note: Even a single emoji forces UCS-2 encoding.
Billing Rules
Each segment is billed individually
Each recipient receives their own copy of the message
Total cost = segments × recipients × rate. Example: 2-segment message sent to 50 recipients = 100 billable segments
Learn more about SMS Segments & Billing here.

Clients associated with a specific location under a multi-location account will receive automated messages customized for that location. The From field and Reply-To name in these emails display the location’s nickname by default, as defined in Business Setup > Business Profile > Edit Location. For example, a business named Urban Spa has two locations: Downtown and Westside. If a client is associated only with the Westside location, any automated appointment reminders they receive will appear with the Westside location nickname. The name displayed in the "Sender Label" is determined based on the following hierarchy (order of priority):
- Location Nickname: If a nickname is configured for a specific location, this will always be the primary sender name.
- Reply-To Name: If no location nickname exists, the system will fall back to the Reply-To Name configured in your messaging settings.
- Company Name: If neither a nickname nor a Reply-To Name is found, the system will use your overall company name as the final fallback.
The marketing editor automatically detects and retains line breaks and paragraph spacing when you paste content from external sources. This removes the need for manual reformatting and ensures your newsletters and SMS campaigns appear exactly as intended.

To configure package notifications:

Navigate to Marketing > Automated Messages

Locate the Packages section

Template	Description
Package Expired	This notification is sent when packages have expired
Package Fully Used	This notification is sent when packages have been fully used up
Package Purchased	This notification is sent when packages have been purchased successfully

Hover over one of the notification statuses to see the options to 'View' or 'Activate' the template
Click 'View'
From here you can set your preferences and edit the template:
- Reply-to-Name: This is the name that appears when clients reply to an automated email. By default, it is pulled from the business name set on the Business Profile page.
- Reply-To-Email: By default, this is set to the location's email address configured under Business Setup > Business Profile > Edit Location.
  - If no email is configured for the location, the system will use the location's owner's email address instead.
  - If the "Use a specific reply-to-email for outbound emails" hidden setting is enabled, the system will use the email address entered in the "Reply-To-Email for Outbound Emails" field
- Email Subject: The subject line of the email as it will appear in the client’s inbox.
- Add Direction: You can add directions for each of your locations. They will be featured in clients' appointment-related emails
- Add Service-specific instructions: You can add instructions for each of your services. They will be featured in clients' appointment-related emails and SMS
- Body of the template: This is the content of the email that will be sent to your clients. You can customize the message, include dynamic fields, and apply styling as needed
Save
Hover over the notification statuses to see the options to 'View' or 'Activate' on the template you just edited
Click Activate