[{"data":1,"prerenderedAt":1031},["ShallowReactive",2],{"help:\u002Fhelp\u002Fclients\u002Fmessages-and-the-inbox":3,"help-all-categories":229,"help-cat-articles:\u002Fhelp\u002Fclients\u002Fmessages-and-the-inbox":349,"help-related:\u002Fhelp\u002Fclients\u002Fmessages-and-the-inbox":350},{"id":4,"title":5,"audience":6,"body":7,"category":213,"description":214,"draft":215,"extension":216,"icon":217,"keywords":218,"meta":219,"navigation":220,"order":221,"path":222,"related":223,"seo":225,"stem":226,"updatedAt":227,"__hash__":228},"help\u002Fhelp\u002Fclients\u002Fmessages-and-the-inbox.md","Messages and the inbox","clinic",{"type":8,"value":9,"toc":199},"minimark",[10,17,20,25,28,35,39,42,49,59,63,74,77,82,85,140,146,150,156,159,162,166,169,177,185,189,192,196],[11,12,13],"p",{},[14,15,16],"strong",{},"Clients → Messages",[11,18,19],{},"The inbox is one thread per client, combining text messages and messages sent through the client portal. You don't switch apps to answer a client.",[21,22,24],"h2",{"id":23},"the-layout","The layout",[11,26,27],{},"On a desktop it's two panes — the conversation list on the left, the thread on the right. On a phone it's a single column: tap a conversation to open it, back to return.",[11,29,30,31,34],{},"Filter the list by ",[14,32,33],{},"Unread",", or search it.",[21,36,38],{"id":37},"live-updates","Live updates",[11,40,41],{},"New inbound messages arrive without a reload, and a toast appears when one lands — unless you're already reading the inbox, in which case it just appears in the list.",[11,43,44,45,48],{},"The unread count also shows as a badge on ",[14,46,47],{},"Messages"," in the sidebar.",[50,51,52],"note",{},[11,53,54,55,58],{},"The read cursor is ",[14,56,57],{},"shared across the front desk",". When one person opens a thread, it clears as read for everyone. That's deliberate: it stops three people answering the same message, and it means \"unread\" genuinely means \"nobody has looked at this.\"",[21,60,62],{"id":61},"replying","Replying",[11,64,65,66,69,70,73],{},"Pick a channel at the bottom of the thread — ",[14,67,68],{},"Portal"," or ",[14,71,72],{},"SMS"," — then type and send.",[11,75,76],{},"The composer defaults to whichever channel the client last reached you on. If that channel isn't available, it falls back to one that is.",[78,79,81],"h3",{"id":80},"when-a-channel-is-unavailable","When a channel is unavailable",[11,83,84],{},"The channel button is disabled and tells you why. There are three common reasons, and each has the same fix — use the other channel.",[86,87,88,101],"table",{},[89,90,91],"thead",{},[92,93,94,98],"tr",{},[95,96,97],"th",{},"Message",[95,99,100],{},"What it means",[102,103,104,116,130],"tbody",{},[92,105,106,113],{},[107,108,109],"td",{},[110,111,112],"em",{},"The client hasn't consented to SMS",[107,114,115],{},"They haven't opted in to text. Use the portal channel.",[92,117,118,123],{},[107,119,120],{},[110,121,122],{},"Out of SMS balance",[107,124,125,126,129],{},"Your messaging balance is exhausted. Top it up under ",[14,127,128],{},"Settings → Billing → Messaging wallet",".",[92,131,132,137],{},[107,133,134],{},[110,135,136],{},"SMS isn't enabled for this business",[107,138,139],{},"Text messaging hasn't been switched on for your business at all.",[141,142,143],"warning",{},[11,144,145],{},"Portal messages are free. SMS is charged per segment against your messaging balance, and a long message costs more than one segment.",[21,147,149],{"id":148},"consent","Consent",[151,152,153],"caution",{},[11,154,155],{},"Owneli will not send an SMS to a client who has not consented to SMS. This is enforced at the sending layer, not just hidden in the interface — there is no way to route around it from the inbox.",[11,157,158],{},"Consent is per-client and per-purpose. Appointment SMS and marketing SMS are separate permissions, set on the client's record or by the client themselves in their account.",[11,160,161],{},"A client who replies to you by text has clearly initiated contact, but that is not the same as a stored consent flag. If someone asks you to text them, record the consent on their profile.",[21,163,165],{"id":164},"quiet-hours","Quiet hours",[11,167,168],{},"Client-facing sends respect your business's quiet-hours window — by default 9:00 to 20:00 in your own timezone. Outside it, queued SMS is held until the window reopens.",[11,170,171,172,129],{},"This applies to automated and marketing messages. See ",[173,174,176],"a",{"href":175},"\u002Fhelp\u002Fgrowth\u002Fautomations","Automations",[141,178,179],{},[11,180,181,184],{},[14,182,183],{},"Needs confirmation:"," whether a manually-typed reply sent from the inbox is subject to the same quiet-hours deferral as a queued automated message has not been verified. Assume it may be held, and don't rely on the inbox for a genuinely time-critical message late at night — phone them.",[21,186,188],{"id":187},"where-else-messages-appear","Where else messages appear",[11,190,191],{},"A client's conversation is also visible from their profile, so whoever is looking after them has the context without opening the inbox separately.",[21,193,195],{"id":194},"permissions","Permissions",[11,197,198],{},"Inbox access is its own capability, split out from the client record — so \"can reply to clients\" grants independently of \"can see client details\". Someone can be given the front desk's messaging job without being given the whole client database.",{"title":200,"searchDepth":201,"depth":201,"links":202},"",2,[203,204,205,209,210,211,212],{"id":23,"depth":201,"text":24},{"id":37,"depth":201,"text":38},{"id":61,"depth":201,"text":62,"children":206},[207],{"id":80,"depth":208,"text":81},3,{"id":148,"depth":201,"text":149},{"id":164,"depth":201,"text":165},{"id":187,"depth":201,"text":188},{"id":194,"depth":201,"text":195},"clients","One thread per client across SMS and the portal — how replies are routed, why a channel is sometimes unavailable, and what consent means here.",false,"md","i-lucide-message-circle",[],{},true,40,"\u002Fhelp\u002Fclients\u002Fmessages-and-the-inbox",[224,175],"\u002Fhelp\u002Fclients\u002Fadd-and-find-clients",{"title":5,"description":214},"help\u002Fclients\u002Fmessages-and-the-inbox","2026-09-01","wr5yjFT8FYwRWzJB-Vwa5IQY2ESfD60miGJCvYkFAa4",[230,241,250,259,268,278,288,298,308,318,328,339],{"id":231,"title":232,"audience":6,"description":233,"extension":234,"icon":235,"meta":236,"order":237,"slug":238,"stem":239,"__hash__":240},"helpCategories\u002Fhelp\u002Fcategories\u002Fgetting-started.yml","Getting started","Set up your workspace, learn the layout, and run your first day.","yml","i-lucide-compass",{},1,"getting-started","help\u002Fcategories\u002Fgetting-started","lTnfg_2tKvxQ9QanJ9XY3shoBHrJNWNfnxhcYaaKKPI",{"id":242,"title":243,"audience":6,"description":244,"extension":234,"icon":245,"meta":246,"order":201,"slug":247,"stem":248,"__hash__":249},"helpCategories\u002Fhelp\u002Fcategories\u002Fcalendar.yml","Calendar & booking","Book, move, and cancel appointments. Block time, work the waitlist, and read the grid at a glance.","i-lucide-calendar",{},"calendar","help\u002Fcategories\u002Fcalendar","s5UMHzRIeTUFi7mdsOyuSluzJBp79U9WTsTpOtbaW-E",{"id":251,"title":252,"audience":6,"description":253,"extension":234,"icon":254,"meta":255,"order":208,"slug":256,"stem":257,"__hash__":258},"helpCategories\u002Fhelp\u002Fcategories\u002Fcheckout.yml","Checkout & payments","Ring up a sale, take tips, handle deposits and fees, issue refunds, and close the drawer.","i-lucide-credit-card",{},"checkout","help\u002Fcategories\u002Fcheckout","4PQPgJd7Z25g0SvtoqqdMlnzk3DlcJpaZhNAiNiYVW0",{"id":260,"title":261,"audience":6,"description":262,"extension":234,"icon":263,"meta":264,"order":265,"slug":213,"stem":266,"__hash__":267},"helpCategories\u002Fhelp\u002Fcategories\u002Fclients.yml","Clients & forms","Add and find clients, read a client profile, and send forms and consents.","i-lucide-users",{},4,"help\u002Fcategories\u002Fclients","u-tqzEJo2gR_wJ7x7y-EMIF3L4TP9EuBWlamwgwCC0I",{"id":269,"title":270,"audience":6,"description":271,"extension":234,"icon":272,"meta":273,"order":274,"slug":275,"stem":276,"__hash__":277},"helpCategories\u002Fhelp\u002Fcategories\u002Fretail.yml","Memberships, packages & gift cards","The things clients buy once and spend down over time, and how each one behaves at checkout.","i-lucide-gift",{},5,"retail","help\u002Fcategories\u002Fretail","wVVr_rc_P9p2RZWwy0XKsNB9fQ7XtQxxIz4qnixkGkg",{"id":279,"title":280,"audience":6,"description":281,"extension":234,"icon":282,"meta":283,"order":284,"slug":285,"stem":286,"__hash__":287},"helpCategories\u002Fhelp\u002Fcategories\u002Foperations.yml","Operations","The internal side of the business, covering your written playbook, task boards, venue incidents, and the policies everyone signs.","i-lucide-briefcase",{},6,"operations","help\u002Fcategories\u002Foperations","kSPRTYYbOW5LBNuaYXGv0C4IE7BqS2n-OkCSI97f-cM",{"id":289,"title":290,"audience":6,"description":291,"extension":234,"icon":292,"meta":293,"order":294,"slug":295,"stem":296,"__hash__":297},"helpCategories\u002Fhelp\u002Fcategories\u002Fteam.yml","Team & scheduling","Working hours, the weekly roster, clock-in, timesheets, and time off.","i-lucide-id-card",{},7,"team","help\u002Fcategories\u002Fteam","1cMbCRwUmewb4t_DwUJ7jJUjntx-odU8jRDgBredsPs",{"id":299,"title":300,"audience":6,"description":301,"extension":234,"icon":302,"meta":303,"order":304,"slug":305,"stem":306,"__hash__":307},"helpCategories\u002Fhelp\u002Fcategories\u002Fgrowth.yml","Reports & growth","Read the numbers, export them, and find the report you actually need.","i-lucide-trending-up",{},8,"growth","help\u002Fcategories\u002Fgrowth","3XyCU-DkoYi7xSPz0tDRohlYkNBUS0YsLo-insknI8o",{"id":309,"title":310,"audience":6,"description":311,"extension":234,"icon":312,"meta":313,"order":314,"slug":315,"stem":316,"__hash__":317},"helpCategories\u002Fhelp\u002Fcategories\u002Fsettings.yml","Settings & admin","Services and pricing, who can see what, and moving your data in from another system.","i-lucide-settings",{},9,"settings","help\u002Fcategories\u002Fsettings","rdLQHp7tfAu5iySbsypfXu1kOuujDAuLVk6yGidNvtQ",{"id":319,"title":320,"audience":6,"description":321,"extension":234,"icon":322,"meta":323,"order":324,"slug":325,"stem":326,"__hash__":327},"helpCategories\u002Fhelp\u002Fcategories\u002Faccount.yml","Your login and profile","Your own login, password, two-factor security, profile, and language.","i-lucide-user-circle",{},10,"account","help\u002Fcategories\u002Faccount","8JZPH_8Q-lnEEFgysE9gCwyd1pzUe2hfAebATuQ5Pog",{"id":329,"title":330,"audience":331,"description":332,"extension":234,"icon":333,"meta":334,"order":335,"slug":336,"stem":337,"__hash__":338},"helpCategories\u002Fhelp\u002Fcategories\u002Fbook-online.yml","Book online","client","Booking, paying, and managing your visit from your venue's booking page and the private links they send you.","i-lucide-globe",{},20,"book-online","help\u002Fcategories\u002Fbook-online","dUBIoELt-ci1vqbw_VX1VA6PGJV8V-9x4ZmpAk1aXXE",{"id":340,"title":341,"audience":331,"description":342,"extension":234,"icon":343,"meta":344,"order":345,"slug":346,"stem":347,"__hash__":348},"helpCategories\u002Fhelp\u002Fcategories\u002Fportal.yml","Your account and visits","Booking from your account, managing your visits, and using your wallet, memberships and rewards.","i-lucide-user-round",{},21,"portal","help\u002Fcategories\u002Fportal","D8_zQhv9hO2b9PYDADw-ebh1yZUuC0UcBt3DDZbMAH4",[],[351,692],{"id":352,"title":353,"audience":6,"body":354,"category":213,"description":683,"draft":215,"extension":216,"icon":684,"keywords":685,"meta":686,"navigation":220,"order":324,"path":224,"related":687,"seo":689,"stem":690,"updatedAt":227,"__hash__":691},"help\u002Fhelp\u002Fclients\u002Fadd-and-find-clients.md","Add, find, and merge clients",{"type":8,"value":355,"toc":673},[356,360,367,370,376,382,388,394,399,402,406,412,424,429,432,436,450,453,457,460,479,482,487,490,496,500,503,510,515,519,530,534,537,670],[21,357,359],{"id":358},"add-a-client","Add a client",[11,361,362,363,366],{},"The add-client overlay opens from anywhere — ",[14,364,365],{},"Clients → Add client",", the client picker inside a booking, or the waitlist. It's the same overlay everywhere, so what you learn once holds everywhere.",[11,368,369],{},"Only a name is really needed to get started; everything else can be filled in later.",[11,371,372,375],{},[14,373,374],{},"Identity"," — full name, email, phone (with country), an optional avatar, and a birthday. Birthday can be month-and-day only if you don't have the year.",[11,377,378,381],{},[14,379,380],{},"Address"," — street, apartment or unit, city, region, postcode, country.",[11,383,384,387],{},[14,385,386],{},"Additional contact"," — a second email and phone for clients who use one address for booking and another for billing.",[11,389,390,393],{},[14,391,392],{},"Communication preferences"," — appointment emails, appointment SMS, and birthday messages, each toggled independently. SMS options only become available once a phone number is on the record.",[141,395,396],{},[11,397,398],{},"Marketing consent is separate from appointment notifications, and it is never granted silently. Turning on appointment SMS is not permission to send campaigns.",[11,400,401],{},"Owneli checks for an existing client as you type a name, email or phone, and warns you before you create a second record for the same person.",[21,403,405],{"id":404},"find-a-client","Find a client",[11,407,408,411],{},[14,409,410],{},"Clients"," is the directory. Search matches name, email and phone. The list shows last visit, lifetime value, and tags at a glance.",[11,413,414,415,419,420,423],{},"Faster still: ",[416,417,418],"code",{},"⌘K"," \u002F ",[416,421,422],{},"Ctrl+K"," searches clients from any page in the app.",[50,425,426],{},[11,427,428],{},"Clients belong to the business, not to a location. By default you see everyone. Use the location filter when you specifically want to see who books at one site.",[11,430,431],{},"Some columns may be hidden for you. Contact details, dates of birth and addresses, and financial figures like lifetime spend are three separate permissions — a role can see the client list without seeing their phone numbers.",[21,433,435],{"id":434},"tags","Tags",[11,437,438,439,442,443,442,446,449],{},"Tags are how you segment: ",[416,440,441],{},"VIP",", ",[416,444,445],{},"patch-test-due",[416,447,448],{},"referred-by-staff",", whatever your business needs.",[11,451,452],{},"Select clients in the list to add or remove a tag in bulk, and filter the directory by tag. Tags also drive campaign audiences and the calendar's client-tag filter.",[21,454,456],{"id":455},"bulk-actions","Bulk actions",[11,458,459],{},"Select clients with the checkboxes and act on all of them at once:",[461,462,463,467,470,473,476],"ul",{},[464,465,466],"li",{},"Send a form",[464,468,469],{},"Add to a campaign",[464,471,472],{},"Add or remove a tag",[464,474,475],{},"Export",[464,477,478],{},"Delete",[11,480,481],{},"Your selection survives changing the search and filters, so you can search, select, search again, select more, then act.",[151,483,484],{},[11,485,486],{},"Deleting a client can't be undone. Almost always, merging or archiving is what you actually want.",[21,488,475],{"id":489},"export",[11,491,492,495],{},[14,493,494],{},"Export clients"," downloads the directory as a CSV, honouring your current filters.",[21,497,499],{"id":498},"merge-duplicates","Merge duplicates",[11,501,502],{},"Two records for the same person — one from an import, one created at the desk — split their history in half. Merging fixes it.",[11,504,505,506,509],{},"Open the client you want to keep, then ",[14,507,508],{},"Merge",". Choose the duplicate to fold in. Appointments, sales, forms, photos, loyalty and notes move onto the record you kept, and the duplicate is retired.",[141,511,512],{},[11,513,514],{},"Merging is not reversible from the interface. Confirm you have the right two records — check email, phone, and last visit — before you commit.",[21,516,518],{"id":517},"bringing-a-list-in-from-elsewhere","Bringing a list in from elsewhere",[11,520,521,522,525,526,129],{},"Don't type them. ",[14,523,524],{},"Settings → Import"," maps a CSV or Excel export column by column, de-duplicates against what you already have, and can be undone in one click. See ",[173,527,529],{"href":528},"\u002Fhelp\u002Fsettings\u002Fimport-your-data","Import your data",[21,531,533],{"id":532},"whats-on-a-clients-profile","What's on a client's profile",[11,535,536],{},"Clicking a client opens their panel — a slide-in with everything about them, tabbed:",[86,538,539,549],{},[89,540,541],{},[92,542,543,546],{},[95,544,545],{},"Tab",[95,547,548],{},"What's there",[102,550,551,561,571,580,590,600,610,620,630,640,650,660],{},[92,552,553,558],{},[107,554,555],{},[14,556,557],{},"Overview",[107,559,560],{},"The snapshot: next visit, recent activity, key figures",[92,562,563,568],{},[107,564,565],{},[14,566,567],{},"Activity",[107,569,570],{},"A chronological trail of everything that has happened",[92,572,573,577],{},[107,574,575],{},[14,576,47],{},[107,578,579],{},"The two-way message thread with this client — the same thread as the inbox",[92,581,582,587],{},[107,583,584],{},[14,585,586],{},"Appointments",[107,588,589],{},"Past and upcoming visits",[92,591,592,597],{},[107,593,594],{},[14,595,596],{},"Sales",[107,598,599],{},"Every transaction, with a link into the full sale",[92,601,602,607],{},[107,603,604],{},[14,605,606],{},"Client details",[107,608,609],{},"The editable record — contact, address, preferences",[92,611,612,617],{},[107,613,614],{},[14,615,616],{},"Items",[107,618,619],{},"Memberships, packages and gift cards they hold",[92,621,622,627],{},[107,623,624],{},[14,625,626],{},"Documents",[107,628,629],{},"Completed forms and consents",[92,631,632,637],{},[107,633,634],{},[14,635,636],{},"Photos",[107,638,639],{},"Before-and-after clinical photos, on its own permission",[92,641,642,647],{},[107,643,644],{},[14,645,646],{},"Wallet",[107,648,649],{},"Store credit and saved cards",[92,651,652,657],{},[107,653,654],{},[14,655,656],{},"Loyalty",[107,658,659],{},"Points balance, tier, and reward history",[92,661,662,667],{},[107,663,664],{},[14,665,666],{},"Reviews",[107,668,669],{},"Reviews they've left",[11,671,672],{},"The panel opens over whatever you were doing and closes back to it, so you can check a client's history mid-booking without losing the booking.",{"title":200,"searchDepth":201,"depth":201,"links":674},[675,676,677,678,679,680,681,682],{"id":358,"depth":201,"text":359},{"id":404,"depth":201,"text":405},{"id":434,"depth":201,"text":435},{"id":455,"depth":201,"text":456},{"id":489,"depth":201,"text":475},{"id":498,"depth":201,"text":499},{"id":517,"depth":201,"text":518},{"id":532,"depth":201,"text":533},"Create a client record, search the directory, work with tags, and combine duplicates without losing history.","i-lucide-user-plus",[],{},[688,528],"\u002Fhelp\u002Fclients\u002Fsend-forms-and-consents",{"title":353,"description":683},"help\u002Fclients\u002Fadd-and-find-clients","c75AVP3AqyKtVwVZvb0qJGuwyGbxTBXM1KOqrXUbPUQ",{"id":693,"title":176,"audience":6,"body":694,"category":305,"description":1021,"draft":215,"extension":216,"icon":1022,"keywords":1023,"meta":1024,"navigation":220,"order":1025,"path":175,"related":1026,"seo":1028,"stem":1029,"updatedAt":227,"__hash__":1030},"help\u002Fhelp\u002Fgrowth\u002Fautomations.md",{"type":8,"value":695,"toc":1003},[696,701,704,708,711,715,718,763,767,791,795,805,809,826,830,839,843,848,852,872,876,879,898,901,905,908,910,915,926,939,942,950,952,955,958,962,970,974,980,984,1000],[11,697,698],{},[14,699,700],{},"Growth → Automations",[11,702,703],{},"Automations are the messages that go out without anyone pressing send: reminders, confirmations, review requests, birthday notes. You configure them once.",[21,705,707],{"id":706},"the-catalogue","The catalogue",[11,709,710],{},"Automations are grouped by what they're for.",[78,712,714],{"id":713},"reminders","Reminders",[11,716,717],{},"Nudge clients before their visit so fewer no-show.",[86,719,720,730],{},[89,721,722],{},[92,723,724,727],{},[95,725,726],{},"Automation",[95,728,729],{},"Default",[102,731,732,742,754],{},[92,733,734,739],{},[107,735,736],{},[14,737,738],{},"48-hour reminder",[107,740,741],{},"Off",[92,743,744,749],{},[107,745,746],{},[14,747,748],{},"24-hour reminder",[107,750,751],{},[14,752,753],{},"On",[92,755,756,761],{},[107,757,758],{},[14,759,760],{},"3-hour reminder",[107,762,741],{},[78,764,766],{"id":765},"appointment-updates","Appointment updates",[11,768,769,770,442,773,442,776,442,779,442,782,442,785,442,788,129],{},"Keep clients in the loop as their booking changes: ",[14,771,772],{},"New appointment",[14,774,775],{},"Rescheduled",[14,777,778],{},"Cancelled",[14,780,781],{},"No-show follow-up",[14,783,784],{},"Thank you for visiting",[14,786,787],{},"Thank you for tipping",[14,789,790],{},"Aftercare",[78,792,794],{"id":793},"feedback-reviews","Feedback & reviews",[11,796,797,800,801,129],{},[14,798,799],{},"Review request"," — see ",[173,802,804],{"href":803},"\u002Fhelp\u002Fgrowth\u002Freviews","Collecting and managing reviews",[78,806,808],{"id":807},"increase-bookings","Increase bookings",[11,810,811,442,814,442,817,442,820,442,823,129],{},[14,812,813],{},"Rebook reminder",[14,815,816],{},"Expiring benefits",[14,818,819],{},"Birthday",[14,821,822],{},"Win-back",[14,824,825],{},"Reward loyal clients",[78,827,829],{"id":828},"waitlist-updates","Waitlist updates",[11,831,832,835,836,129],{},[14,833,834],{},"Added to waitlist"," and ",[14,837,838],{},"A slot opened up",[78,840,842],{"id":841},"milestones","Milestones",[11,844,845,129],{},[14,846,847],{},"Welcome new clients",[78,849,851],{"id":850},"client-loyalty","Client loyalty",[11,853,854,442,857,442,860,442,863,442,866,442,869,129],{},[14,855,856],{},"Points earned",[14,858,859],{},"New tier reached",[14,861,862],{},"Reward available",[14,864,865],{},"Referral friend booked",[14,867,868],{},"Referral reward available",[14,870,871],{},"Referred friend welcome",[21,873,875],{"id":874},"configuring-one","Configuring one",[11,877,878],{},"Open an automation from the catalogue and you can set:",[461,880,881,886,892],{},[464,882,883],{},[14,884,885],{},"On or off",[464,887,888,891],{},[14,889,890],{},"Channels"," — email, SMS, or both. Not every automation is SMS-capable; the ones that are say so.",[464,893,894,897],{},[14,895,896],{},"The content"," — each automation has an email behind it, and the catalogue card previews what the message leads with",[11,899,900],{},"Roughly half the catalogue is on by default — the ones nearly every business wants, like the 24-hour reminder and the booking confirmation. The rest are opt-in.",[21,902,904],{"id":903},"per-appointment-overrides","Per-appointment overrides",[11,906,907],{},"Some automations can be overridden for a single booking, from the appointment's automations panel. Use it for the client who has explicitly asked not to be reminded, without turning reminders off for everyone.",[21,909,165],{"id":164},[50,911,912],{},[11,913,914],{},"A 2am appointment reminder is exactly as unwelcome as a 2am marketing text. Every client-facing send passes through the same quiet-hours gate.",[11,916,917,918,921,922,925],{},"Quiet hours are a local-time window during which messages are ",[14,919,920],{},"not"," sent. The default sendable window is ",[14,923,924],{},"9:00 to 20:00"," in your business's timezone.",[461,927,928,933],{},[464,929,930,932],{},[14,931,72],{}," inside quiet hours is held by the queue.",[464,934,935,938],{},[14,936,937],{},"Email"," reminders and retention nudges have their scheduled time pushed forward, so they go out the moment the window reopens rather than overnight.",[11,940,941],{},"The window is resolved in your business's own timezone, never the server's, and a location can carry its own override.",[141,943,944],{},[11,945,946,947,949],{},"Transactional messages — a booking confirmation, a cancellation notice, a receipt — are ",[14,948,920],{}," deferred. Someone who books at 11pm gets their confirmation at 11pm, because a confirmation that arrives nine hours late is worse than one that arrives at a bad hour. Only reminders and marketing defer.",[21,951,149],{"id":148},[11,953,954],{},"Marketing consent is separate from appointment notifications, and both are per-client. Turning on appointment SMS for a client is not permission to send them campaigns.",[11,956,957],{},"Clients can opt out of appointment emails, appointment SMS, and birthday messages independently, from their profile or from their own account.",[21,959,961],{"id":960},"sms-costs","SMS costs",[11,963,964,965,967,968,129],{},"SMS is charged per segment against a messaging balance. If the balance runs out, SMS stops sending while email continues — check the balance shown at the top of ",[14,966,176],{},", or top up under ",[14,969,128],{},[21,971,973],{"id":972},"history","History",[11,975,976,977,979],{},"Each automation has a ",[14,978,973],{}," view showing what actually fired and when, which is the fastest way to answer \"did the reminder go out?\" without guessing.",[21,981,983],{"id":982},"automations-versus-campaigns","Automations versus campaigns",[11,985,986,987,990,991,995,996,999],{},"An automation is ",[14,988,989],{},"triggered"," — it fires when something happens to one client. A ",[173,992,994],{"href":993},"\u002Fhelp\u002Fgrowth\u002Fcampaigns","campaign"," is ",[14,997,998],{},"broadcast"," — you choose an audience and a time, and it goes to all of them at once.",[11,1001,1002],{},"If your sentence has \"when\", it's an automation. If it has \"everyone who\", it's a campaign.",{"title":200,"searchDepth":201,"depth":201,"links":1004},[1005,1014,1015,1016,1017,1018,1019,1020],{"id":706,"depth":201,"text":707,"children":1006},[1007,1008,1009,1010,1011,1012,1013],{"id":713,"depth":208,"text":714},{"id":765,"depth":208,"text":766},{"id":793,"depth":208,"text":794},{"id":807,"depth":208,"text":808},{"id":828,"depth":208,"text":829},{"id":841,"depth":208,"text":842},{"id":850,"depth":208,"text":851},{"id":874,"depth":201,"text":875},{"id":903,"depth":201,"text":904},{"id":164,"depth":201,"text":165},{"id":148,"depth":201,"text":149},{"id":960,"depth":201,"text":961},{"id":972,"depth":201,"text":973},{"id":982,"depth":201,"text":983},"The messages Owneli sends on your behalf — what's in the catalogue, which are on by default, and how quiet hours protect your clients.","i-lucide-zap",[],{},30,[993,803,1027],"\u002Fhelp\u002Fcalendar\u002Fbook-an-appointment",{"title":176,"description":1021},"help\u002Fgrowth\u002Fautomations","6qmwAeW884UxJXhOv2aDJYzANfkzJswWmv-Rlu9Kxrw",1790218958430]