Frequently asked questions (FAQs): SMS Campaigns

In this guide you will see an overview of frequently asked questions regarding SMS Campaigns. For more information, see our help guide How to send SMS campaign marketing. 

Frequently asked questions (FAQs)

• Who can access SMS campaigns?
  Only the account owner has access to SMS campaigns by default. You can update staff permissions to allow other team members to access and manage SMS campaigns.
  
   
• How much does it cost to send an SMS campaign?
  SMS campaigns are charged separately from your monthly SMS allowance. The cost of your campaign will be shown before sending, so you can review the total cost before confirming.
  
   
• How long does it take for an SMS campaign to send?
  It can take several hours for an SMS campaign to fully send to all clients. Once a campaign has started sending, it cannot be stopped or edited.
  
   
• What number will my clients receive SMS campaigns from?
  SMS campaigns are usually sent from a number that appears as unknown or a 4-digit number. We recommend including your business name in the message so clients know who it is from. If you are on the Innovate plan and have a dedicated SMS number, your messages will instead send from this number.
  
   
• Can I use emojis in my SMS campaigns?
  No. SMS campaigns do not support emojis or unicode characters. Including these characters may affect how your message is sent and received.
  
   
• Can I target clients who haven’t visited in a specific period of time?
  No, SMS campaigns cannot currently target clients based on a set period since their last visit. You can use appointment date filters, but this does not confirm clients haven’t had other appointments outside the selected date range.
  
   
• The "No future bookings" filter has disappeared. Where is it?
  It's been renamed to "Needs rebooking" - same filter, clearer name. It finds clients who've visited before but don't have an upcoming booking.
  
   
• How does the Needs rebooking filter work?
  The "Needs rebooking" filter helps you find clients who have visited before but do not have an upcoming appointment. Future bookings are checked from the moment the campaign is created, including bookings later the same day.
   
   
• Why were clients with appointments previously included in my campaign?
  There was an issue where the filter only checked future bookings from the next day onwards. This meant clients with a booking later the same day could still be included. This has now been fixed.
  
   
• Will these changes affect campaigns I have already sent? 
  No. These changes only apply when creating a new campaign. Any SMS campaigns that have already been sent are not affected.
  
   
• Can I save a group of clients to reuse for future campaigns?
  No, SMS campaigns do not currently support saved segments or client groups. You will need to build your audience fresh each time using the available filters.
   
   
• Can I stop or edit an SMS campaign after sending it?
  No. Once an SMS campaign has started sending, it cannot be stopped or edited.