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36
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Answered

Change to sms client messages

36
votes

I was disappointed with one of your recent updates in regard to client SMS appointment reminder messages. With my message automatically being changed by Fresha.

My business address details are now missing from the reminder SMS as well as the last part of my business name. There is now no edit option to allow me to re-include these details, I understand that I can include this information on client emails but this is not always a suitable method of communication.

When i first registered with Fresha it was my understanding that anything I had access to within Fresha  would not change it would be included for free forever  even if Fresha chose to introduced payment plans, but this appears not to be the case.

I look forward to hearing from you regarding this issue

23 comments

  • Official comment

    Hey Folks,

    Thanks for the feedback. We made some changes to our notifications to allow them to be translated into multiple languages. As a result, SMS notifications are now standardized and cannot be edited. (Please note, these changes affect all partners using SMS notifications - not just those without Fresha Plus.) 

    We found most partners were using their custom text to give clients information that we now provide automatically: links to directions, information about cancellations etc. Now, this info is part of our templates or covered by other functionality, such as No-Show Protection. 🙌

    It’s far easier to enable the No-Show Protection than to describe a cancellation policy you can’t enforce in a custom text field that clients may not even read.

    Please note, you can still edit email notifications using the 'Important Info' box under Client Messages>>Settings. 😉

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  • I have this problem too! 

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  • We have the same issue.
    I must say that I am not impressed with the recent updates to the client notifications, they are now far too restrictive.

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  • I am re locating my business and have no way of sending new address details in appointment reminder text!!! very inconvenient to say the least. 

    going to have to send out individual texts on my business mobile...... argh, think I'll be changing booking program asap! 

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  • me and another tech friend are having the same problem I work from home so do not want to advertise my address until I know the client is coming. currently looking for a new booking system. I used to recommend this system to everyone now its starting to bring too many issues and even more so to my friend. it was great when it was free now we pay its more restricted so why pay for something that's getting worse

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  • I have the same problem too! I like the old one, where you can type what you want the clients to see.

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  • Yes, that was my understanding as well, Samantha.

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  • I am also very frustrated with this change. I was looking at upgrading and paying for the card processing to have everything in one place and now I maybe trying to find a new program all together. 

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  • I would like to be able to edit texts so that it’s more personable to my salon

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  • And not being able to edit texts means we can’t put a *Do not reply here* clause at the top so now clients are replying to the automated number to cancel and we are of course not getting it.

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  • I need to be able to modify the texts with the do not reply as well as other information. We charge a fee for cancelling or rescheduling without 24 hours notice and there's nothing on there now to inform them of the charge. Can we please have it the way we did before?

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  • Agree on this. I've messaged them today to find out if there is a way to change this as I've just realised this has changed. My full address used to be on the email when they booked, as I don't want to publicise my full address as I work from home. Now it seems no one's getting the full address ever since the update! Very frustrating and it seems like they're changing everything to force people into the paying version!

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  • Has anyone had a response to this?

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  • Mel, I haven't and every day we have to deal with someone that doesn't know anything about our cancellation policy and fee as we can't put it in the text message. It's disappointing that they haven't fixed this and kept their promise to everyone that helped them get to this point.

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  • I need to edit our client messages due to COVID-19 and I can't seem to do something as simple as that. Please, fix this issue

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  • Yeah this is quite frustrating. I have been pretty disappointed in how this booking system has progressed and the changes they have implemented. 

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  • Has anyone had any luck with this changing?

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  • No luck. They don't seem to care. Huge let down after the promise they made to us in building their business.

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  • Yeah.  I'm pretty bummed.  With NEW Covid standards, I want my guests to arrive wearing a mask.  And when this is over, I want further control of what what I send in my SMS.  Whn people do not book online, they call me AND I do not collect everyone's email information (tourists in particular).

    If FRESHA can't provide us what were entitled to for free, then it'll be time to change my scheduling methods.   BUMMER! and I promoted them too, to local colleagues.

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  • Please give us back the ability to edit sms messages. It’s ridiculous that we have to send another sms from another number to give our clients valuable information required. Why have this service if we can’t personalize it? I just can’t think of a reason to justify this change. It’s totaling up to bad customer service as your not answering our questions regarding the sms part of your services. So disappointing when businesses don’t listen or respond to their customers.

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  • Yes, I totally agree. I don’t understand why we can’t do our own sms messages. 

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  • This is one of the main reasons I'm not currently using Fresha.  It's a much needed functionality especially with COVID and ensuring timely info and screening provided to clients.  Emails aren't checked as often as SMS

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  • A slew of complaints about this topic (myself included) and no one from Fresha even bothered to respond. Very disappointing.

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