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Increase bookings with automated messages

Enhance your marketing strategy with personal touches to remind clients to rebook, surprise birthday discounts, re-engage with win-back deals, and reward loyal clients with exclusive offers. Learn to create and manage automated messages effortlessly to boost loyalty and retention.

This guide covers: 

Getting started

Using messaging automations to increase bookings is a great way to engage with clients. However, you can only use them when your online profile is published on Fresha’s marketplace. To get the most out of these messages, follow these steps:

NOTE: We've merged automated messages and auto campaigns into new messaging Automations. While your email auto campaigns will smoothly transition, you'll need to manually enable any existing text message auto campaigns.

Creating messages to increase bookings

To set up automated messages to increase bookings:

  1. Open Marketing and click on messaging Automations.
  2. Under Increase bookings, click Enable next to the type of message you want to create:


    - Birthday celebrations:
    Surprise your clients with special birthday discounts to boost their loyalty and retention.

    - Win back lapsed clients: Re-engage with clients you haven't seen for a while, using special deals to encourage them to book again.

    - Reward loyal clients: Reward loyal clients with special offers to show your appreciation while giving them more reasons to book again.
  3. Create a campaign trigger for your message based on the message type:


    - For birthday celebrations:
    Messages are sent before the client’s birthday. Select how far in advance to this date you want the message to be sent.

    - For lapsed clients: Messages will be sent to clients without unpaid sales or upcoming appointments. Select clients based on the minimum number of appointments, the total months those appointments spanned, and the duration since their last visit to your business.
    - For loyal clients: Messages are sent based on the client’s recent sales activity. Select the minimum number of appointments booked, the total months those appointments spanned, and the minimum amount of money spent through total paid sales with your business.
  4. Use the toggle to include a unique deal in the message, using a single-use discount code which can only be redeemed by the client who receives the message. 
  5. Set the discount value as a fixed rate or percentage. 
  6. Create a redeemable discount code. Each discount can be used once per client per campaign.
  7. Select which services the discount applies to or choose All services.
  8. Set an expiration date for the deal. Once this period passes, clients won't be able to use the deal anymore.
  9. Use the toggle next to the Email and Text to enable messages to be sent from these channels:


    - Text message:
    Allow the messages to be sent via text at a fee which will be outlined and deducted from your text message allowance. Select Preview to see what your message will look like.

    - Email: Allow the messages to be sent via email for free. Select Preview or Edit content to make changes and send yourself a test email.

  10. Click Save to enable the automation. 

TOP TIP: Create a memorable discount code for easy redemption for clients at checkout. They’ll need to be logged into the same account that the message was sent to. 

Creating reminders to rebook

Rebooking reminders can be set up within each service or under client notifications in your business settings. To set up reminders to rebook notifications: 

  1. Open Marketing and click on messaging Automations.
  2. Under Increase bookings, find Reminder to rebook and click Enable.
  3. Click Edit under Rebooking timeframe to adjust the default settings.
  4. Select the services you want reminders to apply to and decide how long after the appointment they'll be sent. Choose Days or Weeks from the dropdown menu.
  5. For consistency across all services, check the box for Services, select Bulk edit, and set the timeframe before clicking Apply change.
  6. Enable/disable the reminder for each service using the Status toggle.
  7. Save your settings and review them under Preview services for a quick check.
  8. Use the toggle next to the Email and Text  to enable reminders to be sent from these channels:


    - Text message:
    Allow the reminder to be sent via text at a fee which will be outlined and deducted from your text message allowance. Select Preview to see what your reminder message will look like.

    - Email: Allow the reminder to be sent via email for free. Select Preview or Edit content to make changes and send yourself a test email.
  9. Click Save to enable the automation. 

TOP TIP: Manage your bookings daily and checkout completed appointments on time to trigger your reminder to rebook notifications. Learn about the power of checking out appointments.  

Updating automated messages

To change automated messages that increase bookings:

  1. Open Marketing and click on messaging Automations.
  2. Under Increase, click on the three dots next to the automated message. 
  3. Select Edit, make the relevant changes, and Save.

Disabling automated messages

To switch off automated messages that increase bookings:

  1. Open Marketing and click on messaging Automations.
  2. Under Increase, click on the three dots next to the automated message. 
  3. Select Edit and disable toggles next to the Text and Email channels.
  4. Save to apply the changes.

FAQs

Q. Can clients reuse the discount code from an automated message?
No, each discount code is for single use by each client per automated message 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.


Q. Can someone else use the discount code sent to a client?
No, the discount code is specific to the client who received it. If someone else tries to use the discount code on their account, the code will not be accepted and the following error message will appear: "This discount code has been sent to a different email or phone number".
The discount code can only be used through the account attached to the email address and phone number it was sent to. 


Q. Can clients opt out of receiving messaging automations? 
Yes, clients can opt out of receiving marketing emails by clicking 'Unsubscribe' in the footer of each email. Unsubscribing will automatically disable the preference to accept marketing notifications in their client profile settings.


Q. Where can I find a record of sent automated messages?
A record of all automated messages can be found by heading to Clients and selecting Notifications.


Q. What should I do if a country is not yet supported for auto campaigns?
Keep an eye on the red bell icon for updates on newly supported countries. Meanwhile, you can explore other types of campaigns available in your region.


Q. Can I pause an automated message midway and resume later?
Yes, you can pause and resume campaigns at any time to align with your marketing strategy and business needs.


Q. How often should I run win-back campaigns for maximum effectiveness?
It's generally recommended to schedule win-back campaigns every quarter or after a client has been inactive for six months, but this can vary based on your client base and business needs.


Q. How can I enhance the impact of my win back offers?
Try offering exclusive services or higher-value discounts to encourage lapsed clients to return. Personalizing messages can also significantly boost engagement.


Q. What if a client returns but lapses again?
If a client lapses again after returning, they’ll receive win back automated message once they qualify for the lapsed client group gain. We recommend looking into why the client disengaged again and making sure you utilize more engagement strategies, like as regular updates and personalized offers. 


Q. Does the reminder to rebook apply to multi-service or package bookings?
If a client has a multi-service or package booking,  a reminder to rebook will be sent however this will only be for the most recently completed service booked within the package or multi-service booking.


Q. Will my client receive two reminders to rebook for appointments that were on the same day?
Fresha will only send clients one rebooking reminder to ensure your client is not confused or overwhelmed. If two reminders clash, we will only send a reminder for the most recently completed service.


Q. If my client has an upcoming appointment, will they still be sent a reminder to rebook?
Clients with upcoming appointments won't receive a reminder to rebook as they are already due for another appointment with you.


Q. Is the reminder sent if the appointment is canceled or a no-show?
Reminder to rebook notifications will only be sent once an appointment is booked or completed. If the client is a no-show or cancels the appointment, no reminder to rebook will be sent


Q. Is there an option to limit the reminder to rebook to selected locations or team members?
Reminder to rebook notifications are based on the services booked by the client. Currently, there is no option to limit these by location or team member.


Q. Can I exclude some services from the reminder?
With Fresha you can choose which services a reminder to rebook is sent for. To exclude any services from this notification, simply disable the toggle during set-up.

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