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122
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Go back to Fully Customizable client messages. Please

122
votes

I know there have been some fixes to the client messaging "update" lately, however it still does not work for everyone. I would really like for all messages to go back to being written by us, and not scripted by Shedul. Taking away our ability to communicate with our clients the way we want to was very upsetting. This platform is used all over the world, and it is very short-sighted to think that we all would want to communicate with our clients the one way Shedul picked. 

So, thank you for listening, and fixing some of the issues with this new update, but please address this part. I know from the Facebook page and group that I am not the only one who feels this way. 

14 comments

  • Totally agree, I use the SMS option only (not email), my previous template had my business name & contact number if any problems.  Now the message is a tad rude with its (NO REPLY) at the end, one of my clients thought I had put it on purpose as she always texts me to say thanks for the sms reminder.  Also by not having our business names it could be anyone, how many business use Shedul, example, a lady may book with me as well as another person for appointments on same day, yet texts will just state 'appointment tomorrow' so they will not obviously know which business each text belongs to.  yes the client should know where they have booked BUT having our business name and contact number takes away any confusion.   

    I appreciate updates are here to improve things but these recent updates have made such huge changes that maybe a warning or consultation period should have happened to weed out these issues before fully rolling out the update.   

    I think it may be a good idea if you have some 'super users' who use the system within their business and any updates you have are used by them to trial out and iron any issues before a full roll out.  This will stop the daily posts I see with everyone complaining about whats happened with varying part of the system.  

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  • Completely agree, I’m about to change business premises and I had full confidence in shedul system, just thought I can change my subject to catch clients attention with all the new relevant information. Then a little reminder on the texts to confirm we have moved.... now it’s going to be really hard to get this across, so disappointing they’ve changed it all. Why fix something that wasn’t broken?

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  • I absolutely agree - we definitely need the ability to customise notifications back.
    We put in a lot of work to make our notifications as rich and informative for our customers as possible and included;

    • links to contact us via social media
    • Custom links to Google maps to allow clients to find us easier
    • Links to allow clients to leave feedback & reviews

    All incredibly useful - especially the links to leave a review - and now all gone without any warning. This was really important functionality, and very useful information for our clients. please allow us to customise our notifications again.

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  • Agreed. We also need customized text messages. We charge a $15 fee for cancellations, no shows and reschedules not made 24 hours in advance. Now we can't and people think it's ok to cancel 5 minutes prior to their appointment! Please fix this back to the way it was.

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  • Please can you put the customised messages back. I am moving salon in a couple of weeks and really need to be able to customise message to allow address to be added ......... so many complaints I don’t understand why they aren’t listening , do I need to change systems ?????????

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  • Please please also make Fresha plus easy to switch off!

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  • I completely agree! I need to change the name on my message from my old business name to my new one. It would be much easier to change the message than to set up a whole new account with my new name. 

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  • One more vote for custom texts and emails. PLEASE PLEASE PLEASE. In the early days of Shedul I thought this was FANTASTIC, and now it's just become frustrating, because I can't put in the relevant information I need to. My business name gets cut off in the text message and just looks ridiculously unprofessional. If we can customize marketing emails I don't understand why we can't do the same with all the others. And the fact that I can't TRACK the marketing emails also drives me nuts because I get so many random comments about them from clients, and I must look like an idiot when I can't immediately get the gist of what they're talking about, because I don't know what they've received. I totally understand that this is an evolving system, but something that was already really great about Shedul has been replaced with something that just causes daily frustration.

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  • My text messages look ridiculous now. It says its sent from Claudine ~Hairs, please let me edit! I don't mind the No Reply, but I look illiterate in what appears to be my business name. Def NOT the impression I want to give especially new clients!

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  • I 100% agree as well. There used to be a click through link to manage the booking so that clients could easily cancel or reschedule, this is now also gone. No where to put in a telephone number to contact to reschedule - I can just tell that this will have me having a few no shows because people read the message and can't straight away action it to reschedule and will forget about the appointment. Strongly dislike the new feature. 

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  • The “manage booking” and “appointment link” in the message doesn’t even work!! It doesn’t look very professional at all. Please, 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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  • Come on guys, we really need this functionality back - now more than ever.
    The limitations you've put on this is ridiculous - we don't even have the most basic of formatting options now - how can we communicate any new opening policies after the coronavirus lockdown with such a restrictive amount of text?

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  • Another disappointed customer here with the removal of text message customization. Why did you remove a feature that was working fine? Why did you think that letting business owners customize their messages to their clients was a bad idea?

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  • Hey folks,

    SMS notifications are now standardized and cannot be edited. Just like if you were to book a restaurant, order takeout, book a taxi, etc. the majority of notifications today are standardized. 

    We found that 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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