How to adjust your SMS and email settings

Timely has a bunch of automated SMS and email notifications available that allow you to stay in touch with your customers.

You can customise your sms and email settings to better suit your business and your customers.

In this guide, we'll cover how to:

  1. Set your SMS sending window.
  2. Set your SMS and email delay.
  3. Customise your confirmation and reminder emails.
  4. Customise your email extras.
  5. Send copies of your customer and staff emails.


SMS time restrictions

The default setting for restricting the sending of SMS messages to customers, is set to between 8:30am and 9:15pm. This is done to prevent customer's receive unwanted or disruptive message in the middle of the night.


No SMS messages will be sent outside of this time period; so if a reminder, notification or ad-hoc SMS is created outside of the sending times then it will remain under the Messages tab as Pending and won't be sent until the next SMS window: 

To set your SMS time restrictions: 

  1. Head to Setup > SMS settings in the main menu.
  2. Scroll down to the SMS time restrictions section (see below): 

  3. Under the Restrict SMS message sending to these times heading select the Start time: 

  4. Then adjust the End time: 

  5. Click Save to apply your changes.


Set your SMS and email delay

By default all of your SMS and email messages will be sent after a 10 minute delay. This is to prevent a customer (or staff member) from receiving multiple messages if a series of changes are made to an appointment one after the other.

You can adjust the SMS and email delay to an interval that suits you under  Setup > SMS Settings > SMS and email delay:

Adding a delay also allows you to pause and delete any pending messages before they are sent. This is great if you'd like stop notifications from sending on a specific appointment.  Find out more.


Customise your confirmation and reminder emails

While the basic outline and format for email reminders and notifications can't be amended, you do have some options to customise your messages further:

  1. Head to Setup > Email settings from the main menu.
  2. At the top of the page, you will see an Additional text box: 

  3. This allows you to enter a custom block of text to appear at the bottom of your customer emails (see below):

  4. Click Save to apply any changes.

You can use this to inform customers of any general additional information or include links to information they may need to read or complete before their appointment.  You can add links to this field but html or any additional formatting is not supported.


Customise your email extras

You can also decide to customise your emails a little further:

  1. Head to Setup > Email settings from the main menu.
  2. Scroll down to the Email extras section: 

  3. You can then choose to Attach calendar files to customer emails, which will allow the customer to add their booking to their calendar.
  4. As well as determine if you would like to Include the address of mobile locations (this will show the appointment address by default).
  5. If customer privacy is a concern, or you don't want customers to know which staff member they are booked with, you can Hide service and staff details...


Send copies of your customer and staff emails

If you'd like to stay in the loop with what's happening in your business, then you can be included as a BCC on any customer and/or staff emails:

  1. Head to Setup > Email settings from the main menu.
  2. Scroll down to the BCC email section: 
  3. Enter the email address in the field provided, then choose if you want to Receive a copy of email sent to customers/staff.
  4. Click Save to apply.

Still need help? Get in touch with the Support Team Get in touch with the Support Team