Communication Automation
Communication Automation helps your business send scheduled or event-based SMS and email messages to eligible clients.
Automated communications can reduce repetitive work, improve appointment attendance, and help your business maintain consistent contact with clients.
Depending on the automation type, a message may be sent based on an appointment, client date, business event, or scheduled communication rule.
SMS and Email Automation
Peach Suite Pro can support automated communication through:
- SMS text messages
- Email messages
SMS is useful for short, time-sensitive messages such as appointment reminders and scheduling updates.
Email is useful for longer messages, detailed instructions, promotions, follow-up information, and business announcements.
An automation may use SMS, email, or both, depending on the communication purpose and the client’s contact preferences.
Common Uses for Communication Automation
Communication Automation may be used for messages such as:
- Appointment confirmations
- Upcoming appointment reminders
- Appointment changes or cancellations
- Post-appointment follow-up messages
- Birthday messages and offers
- Promotional announcements
- Client re-engagement messages
- Required form or document reminders
- Business notices and schedule updates
Only use automated communications for the purpose described in the selected automation and message template.
Message Templates
Templates provide the standard message content used by an automation.
A template may contain information such as:
- Client name
- Appointment date and time
- Service name
- Provider name
- Business name
- Scheduling or contact instructions
Dynamic information is added when the message is prepared for the client.
Review templates carefully before activating an automation. Confirm that spelling, contact information, appointment instructions, and business details are correct.
Templates should remain clear, professional, and appropriate for the selected communication channel.
Automation Schedule and Trigger
An automation is activated by a schedule or a qualifying event.
Examples may include:
- A specific number of hours or days before an appointment
- A specific number of hours or days after an appointment
- A client birthday
- A scheduled business date
- A client or appointment status
Review the timing carefully before activating an automation.
A message scheduled too early may be forgotten, while a message scheduled too late may not give the client enough time to respond.
Client Contact Preferences
Peach Suite Pro uses the client’s communication preferences to determine whether the client is eligible to receive an SMS or email message.
Before a communication is sent, the system may review information such as:
- SMS opt-in status
- SMS opt-out status
- Email opt-in status
- Email opt-out status
- Available phone number
- Available email address
- Client status
A valid phone number or email address does not automatically mean the client is eligible to receive marketing communications.
Client consent and opt-out selections must always be respected.
Transactional and Promotional Messages
Appointment confirmations, reminders, and scheduling notices are generally considered transactional communications because they relate to an existing appointment or requested service.
Promotions, special offers, and general marketing announcements are promotional communications.
Promotional messages may require a different level of client consent than appointment-related messages.
Select the correct message purpose and template so Peach Suite Pro can apply the appropriate communication rules.
SMS Messages
SMS messages should be brief and easy to understand.
Include only the information the client needs to recognize the business and understand the purpose of the message.
SMS messages may include:
- The business name
- The client’s appointment information
- The provider name
- Instructions for confirming or contacting the business
- Required opt-out language when applicable
Avoid placing sensitive client, treatment, medical, or financial information in an SMS message.
Email Messages
Email messages can include more detail than SMS messages.
Email may be appropriate for:
- Appointment preparation instructions
- Aftercare information
- Business announcements
- Promotions and newsletters
- Longer follow-up messages
- Links to forms, documents, or scheduling pages
Use a clear subject line that accurately describes the purpose of the email.
Before sending, confirm that the message identifies the business and includes any required contact or unsubscribe information.
Activating and Pausing Automations
Review all automation settings before making an automation active.
Confirm:
- The correct communication channel is selected
- The correct template is assigned
- The timing or trigger is correct
- The automation applies to the intended clients or appointments
- Consent and eligibility requirements are being followed
Pause or deactivate an automation when it should temporarily stop sending messages.
Pausing an automation does not normally delete its setup or message template. It prevents future qualifying messages from being prepared or sent while the automation is inactive.
Editing an Active Automation
Use care when changing an active automation.
Previously scheduled messages may already exist in the communication queue.
After making a change, review upcoming messages and communication history to confirm that the new settings are working as expected.
Major changes should be tested before being used with a large group of clients.
Communication History
Communication History provides a record of SMS and email activity.
Depending on the message, the history may show:
- Client
- Phone number or email address
- Communication type
- Message template
- Date and time prepared
- Date and time sent
- Delivery or processing status
- Error information when applicable
Use Communication History to confirm that an automated message was created and processed.
Communication History should also be reviewed before manually sending a similar message to avoid duplicate communication.
Message Statuses
An automated message may display a status such as:
- Pending
- Scheduled
- Sent
- Delivered
- Failed
- Skipped
- Not Eligible
A sent status means that Peach Suite Pro submitted the message for delivery. It does not always guarantee that the recipient opened or read the message.
A failed or skipped message should be reviewed for an invalid contact method, missing consent, opt-out status, provider error, or another eligibility issue.
Avoiding Duplicate Messages
Before manually sending a message, review Communication History and any pending automated messages.
An appointment reminder or follow-up may already be scheduled.
Avoid creating multiple automations that use the same trigger, client group, and message purpose unless duplicate communications are intentional.
Too many messages may confuse clients and may increase opt-out requests.
Testing an Automation
Test new automations before using them with a large number of clients.
During testing, confirm:
- The message uses the correct template
- Dynamic client and appointment information appears correctly
- The message is sent at the intended time
- The business name is clearly identified
- Links and contact information work correctly
- Opt-out and consent requirements are followed
- The message appears correctly on a phone or in an email application
Communication Best Practices
- Keep messages clear and professional
- Send only communications that are useful to the client
- Use SMS for brief and timely information
- Use email when more detail is needed
- Respect all client communication preferences
- Review failed and skipped messages
- Keep templates and business contact information current
- Avoid including sensitive information
- Review Communication History before resending
Important
Automated communication does not replace the business’s responsibility to maintain accurate client consent records and follow applicable messaging and email requirements.
Immediately honor all client requests to stop receiving SMS or email communications.