What Your Clients Actually Receive
Every automatic message Perceny sends a client, when it fires, and how to make sure the right ones arrive.
All of these live in Features Configuration → Communications, grouped and switchable per channel.
Choose the channels: Client NotificationsCopy a link to this section
In the Clients group of the notification settings, the Client Notifications table has one row per kind of notification (Booking Confirmations, Reschedules, Cancellations, Appointment Reminders, Ready for You, Thank You and Reviews, Deposits, Waitlist Openings, Walk-In Updates, Payment Links, Receipts, Refunds, Invoices, Gift Cards, Memberships) and a switch per channel: Email, SMS and Push. A dash means that notification is never sent on that channel.
Everything starts on, so a business that never opens the table keeps sending what it always sent, plus push. Turning a switch off stops that notification on that channel only. A switch left on still respects everything else: the channel switches at the top of the page, a message turned off under Messages & Emails, and each client's own opt-outs (STOP, unsubscribe, push muted in the app). Then click Save Changes.
In the client's appCopy a link to this section
Every notification on this page is also written to the client's own Notifications list, in the Client Portal on the web and in the client app (Perceny Go, or your branded app), in the same wording as the text. With your client app switched on, it is pushed to their phone too, and a tap opens the right page: their appointments, their wallet, the receipt or the payment link.
This needs the client to have signed in once (that links their account). Push is the Push column: off there, the notification is neither listed nor pushed. A client who muted push in the app still sees it in their list.
What a client receives as a client never appears in the business dashboard or the staff app, even when the same person also works at a business; and staff notifications never appear in a client's list.
Sent as texts, these are free to US and Canadian numbers. To a number in any other country each one uses credits for every segment, at that country's rate, and is not sent when the credits run out. Email and push are free everywhere. See Credits, segments and auto recharge.
Around a bookingCopy a link to this section
Confirmation: sent when the appointment is made, online or by you.
Reminder: sent ahead of the appointment, at the timing you configure. Pick it under Include the policy in and your Custom policy text from the Appointment Settings tab is added to it, which makes the reminder your best defence against a disputed fee.
Reschedule and cancellation notices: sent when the appointment moves or is cancelled. If you require approval for client-initiated changes, the client is told when the change is requested, not only when it is approved.
Confirmation requests: when Require Stylist Confirmation is on, the client is told the appointment is pending until the stylist confirms.
Around a visitCopy a link to this section
Ready / arrival messages: for walk-ins and check-ins, depending on your kiosk setup.
Thank-you message: sent after the visit. Its timing is not on the Communications tab: it is the Thank-You Message Delay (minutes) on the Appointment and Kiosk tabs. Auto-finish can close a ticket before the visit is really over, and the delay is what stops a thank-you arriving while the client is still in the chair.
Receipt: after payment.
Around moneyCopy a link to this section
Payment confirmations for charges.
Refund Processed: sent by text and email when you refund a ticket with Send Notification on (it is on by default). It says how much went back and where, whether it was partial, when a card refund usually shows up, and links to the receipt, which lists every payment and refund. Turn the switch off in the refund dialog when you have already told the client. Refunds Perceny makes on its own (a deposit given back on cancellation) do not send it. See Refund a ticket.
Fee notices for no-shows and cancellations. Charge a fee without one and you are inviting a chargeback.
Deposit and prepayment confirmations at booking.
OngoingCopy a link to this section
Reward progress: when a client is close to earning, and when they have earned. This one does real work: an unadvertised reward is a discount you gave away for nothing.
Review request: after the visit count set by Request Review After Client Visits.
Membership notices: renewals and status changes.
Marketing blasts: the ones you send by hand. See Run a marketing blast.
When a client says they got nothingCopy a link to this section
- Is the notification on? Check the group, the specific channel in Communications, and its row in the Client Notifications table.
- Do you have the detail? No phone number means no text. This is the most common cause by a distance.
- Which channel? A notification can be on for email and off for text.
- Did they opt out? Opt-outs are honoured and are not overridable.
- Is it the wrong message? A rescheduled appointment sends a reschedule notice, not a fresh confirmation.
- Looking in the right app? A client's notifications are in their client app and Client Portal, not in the staff app, even when they also work at a business.
How many is too manyCopy a link to this section
Every message is a small withdrawal from a client's patience. Keep the ones that prevent a wasted chair (confirmation, reminder, fee warning) and be sceptical about the rest. A client who mutes you keeps every future message from arriving too.