Common questions about SMS and email messages
These are some of the most common questions the Timely support team receives about reminders and notifications.
- What does it cost to send SMS messages?
- What happens if I don't have enough SMS credits or I run out?
- Can I change the number that SMS reminders and notifications are sent from, or use my own?
- Can I send SMS messages to a different country?
- Can I change what my SMS and email messages say?
- Can I have more than 160 characters for SMS messages?
- My SMS messages are pending - what does that mean?
- What changes to an appointment will trigger a notification?
- Why are my customers receiving their reminders for another time?
- Why are my customers receiving multiple reminders for their appointment?
What does it cost to send SMS messages?
Each SMS reminder and notification costs 1.0 SMS credit*.
Full details of SMS pricing for available countries/currencies can be found on our website here: http://www.gettimely.com/pricing
*If you have Two-way SMS enabled then any customer replies cost 0.5 credits. Check out our How to turn on SMS replies guide for more information.
What happens if I don't have enough SMS credits or I run out?
We keep your SMS messages in a queue for 48 hours, during this time they will show up as ' Pending' in the Messages tab. As long as you top-up during the 48 hours the SMS messages will still be sent (providing the appointment date hasn’t passed).
You can check your SMS credit balance or buy SMS credits by going to Account > SMS Credits.
Can I change the number that SMS reminders and notifications are sent from, or use my own?
There isn't currently a way to use or set your SMS number. SMS numbers are randomly allocated to each message depending on your country of origin.
For this reason we usually suggest including your business name and an alternative contact number or method in your SMS reminders/notifications.
Can I send SMS messages to a different country?
At the moment, you can only send SMS messages to customers in your own country. Your country code will automatically populated before the customer's number.
Can I change what my SMS and email messages say?
Full customisation of emails is not currently available, but this is something we are looking to add in the future!
In the meantime, you can add a custom block of text to your emails by going to Setup > Emails settings, as well as adding a message for individual staff emails under Setup > Staff > Edit > Person info > Message for confirmation & reminder emails.
You can customise the content of your SMS reminders under Setup > SMS settings > SMS Templates.
Can I have more than 160 characters for longer SMS messages?
SMS communication has a strict 160 character limit, so it isn't possible to extend this to accommodate longer messages.
We're currently gathering feedback on being able to support multi-part messages (that are made up of multiple 160 character messages). For any questions, or to show your support for this idea, let us know on firstname.lastname@example.org.
My SMS messages are pending, what does that mean?
An SMS will show up as 'Pending' if it has been queued and is waiting to send, there are a couple of scenarios in which this happen for an extended period of time:
- There has been a delay set for you SMS/email messages (Setup > SMS settings > SMS and email delay)
- Your SMS balance has run out (Account > SMS credits)
- The message was generated outside of the SMS window (Setup > SMS settings > SMS time restrictions)
If your SMS messages have been pending for longer than the delay period and none of the above options seem to be the case, then get in touch with us on email@example.com.
What changes to an appointment will trigger a notification?
For appointment changes we only send an SMS or email notification when the following adjustments are made to an appointment:
- Appointment is Confirmed
- Appointment is Cancelled
- Time or date is changed
- Location is changed
- Staff member is changed
Why are my customers receiving their reminders for a different time?
If the class/appointment time on your customers reminders or notifications differs from the appointment time in the Calendar, then the most common reason is that they have a different time zone to the business set in their customer record.
You can check and update a customer's time zone at any point in time. To find out how, check out our Working with time zones guide.
Why are my customers receiving multiple reminders for their appointment?
If you are seeing a customer for more than one service during their appointment and your customers are receiving more than one reminder about that appointment, then you may have added those other services to the Calendar as separate appointments.
To make sure only one reminder is sent, add all of the services to the one appointment. For more information check out our How to add more than one service to an appointment guide.
If these messages look to be duplicate messages (i.e. are for the exact same appointment time/date), get in touch with us on firstname.lastname@example.org