[{"data":1,"prerenderedAt":1307},["ShallowReactive",2],{"help:\u002Fhelp\u002Fgrowth\u002Fsms-credits-and-balance":3,"help-all-categories":215,"help-cat-articles:\u002Fhelp\u002Fgrowth\u002Fsms-credits-and-balance":335,"help-related:\u002Fhelp\u002Fgrowth\u002Fsms-credits-and-balance":336},{"id":4,"title":5,"audience":6,"body":7,"category":194,"description":195,"draft":196,"extension":197,"icon":198,"keywords":199,"meta":205,"navigation":206,"order":207,"path":208,"related":209,"seo":211,"stem":212,"updatedAt":213,"__hash__":214},"help\u002Fhelp\u002Fgrowth\u002Fsms-credits-and-balance.md","SMS credits and your messaging balance","clinic",{"type":8,"value":9,"toc":176},"minimark",[10,27,30,35,42,52,56,91,95,106,112,116,144,151,155,159,162,166,169,173],[11,12,13,14,18,19,22,23,26],"p",{},"Outbound text messages draw from a prepaid ",[15,16,17],"strong",{},"messaging balance"," in your workspace, managed in ",[15,20,21],{},"Settings → Billing",", on the ",[15,24,25],{},"Messaging wallet"," tab. Top up by card in fixed amounts ($10 \u002F $25 \u002F $100) or a custom amount from $5 to $500, and optionally enable auto-top-up so the balance refills itself before it runs dry.",[11,28,29],{},"Managing the balance is admin-only.",[31,32,34],"h2",{"id":33},"what-does-an-sms-cost","What does an SMS cost?",[11,36,37,38,41],{},"Each message is priced per ",[15,39,40],{},"segment"," — the carrier unit of a text. A short message is one segment; longer messages (or ones with emoji and special characters) span several segments and cost proportionally more. The balance page shows your workspace's per-segment rate next to the current balance.",[43,44,45],"warning",{},[11,46,47,48,51],{},"When the balance is empty, SMS sends are ",[15,49,50],{},"skipped, not queued"," — a campaign or automation quietly sends fewer texts rather than failing loudly. If texts seem to be missing, check the balance first.",[31,53,55],{"id":54},"top-up","Top up",[57,58,59,64,70,74,77,81],"steps",{},[60,61,63],"h3",{"id":62},"open-the-messaging-wallet","Open the messaging wallet",[11,65,66,69],{},[15,67,68],{},"Settings → Billing → Messaging wallet",". The current balance and rate sit at the top; a low-balance flag appears when it's running down.",[60,71,73],{"id":72},"click-top-up","Click Top up",[11,75,76],{},"Choose $10, $25, or $100, or enter a custom amount ($5–$500). You're taken through a card checkout on the platform — this charge is separate from your client-payment processing.",[60,78,80],{"id":79},"the-balance-credits-itself","The balance credits itself",[11,82,83,84,86,87,90],{},"The credit lands as soon as the payment completes, with a ledger entry (",[15,85,54],{},") alongside every ",[15,88,89],{},"send"," debit and any refunds or adjustments.",[31,92,94],{"id":93},"auto-top-up","Auto-top-up",[11,96,97,98,101,102,105],{},"Save a card on the same page, then set a ",[15,99,100],{},"threshold"," and a ",[15,103,104],{},"top-up amount",": when the balance falls below the threshold, the saved card is charged and the balance refills automatically.",[107,108,109],"tip",{},[11,110,111],{},"Size the threshold to your biggest routine send. If a reminder night consumes $8, a $5 threshold refills too late — the balance page's ledger shows your real burn rate.",[31,113,115],{"id":114},"what-draws-from-the-balance","What draws from the balance",[117,118,119,131,137],"ul",{},[120,121,122,125,126],"li",{},[15,123,124],{},"Campaign"," SMS sends — see ",[127,128,130],"a",{"href":129},"\u002Fhelp\u002Fgrowth\u002Fcampaigns","Campaigns",[120,132,133,136],{},[15,134,135],{},"Automation"," texts (reminders and similar)",[120,138,139,140],{},"Replies you send by SMS from the ",[127,141,143],{"href":142},"\u002Fhelp\u002Fclients\u002Fmessages-and-the-inbox","inbox",[11,145,146,147,150],{},"The same settings page also carries ",[15,148,149],{},"contact-frequency guardrails"," — caps on how many marketing SMS per day and marketing emails per week any one client can receive — which protect clients and your balance at once.",[31,152,154],{"id":153},"common-questions","Common questions",[60,156,158],{"id":157},"why-did-one-message-cost-three-credits-worth","Why did one message cost three credits' worth?",[11,160,161],{},"It spanned three segments. Long copy and emoji push a text over the single-segment limit; the debit records the segment count.",[60,163,165],{"id":164},"do-incoming-client-texts-cost-anything","Do incoming client texts cost anything?",[11,167,168],{},"Receiving doesn't draw from your balance; you pay when you send.",[60,170,172],{"id":171},"can-i-get-a-refund-on-unused-balance","Can I get a refund on unused balance?",[11,174,175],{},"The ledger supports refunds and adjustments as administrative events; contact support about returning an unused balance. ",{"title":177,"searchDepth":178,"depth":178,"links":179},"",2,[180,181,187,188,189],{"id":33,"depth":178,"text":34},{"id":54,"depth":178,"text":55,"children":182},[183,185,186],{"id":62,"depth":184,"text":63},3,{"id":72,"depth":184,"text":73},{"id":79,"depth":184,"text":80},{"id":93,"depth":178,"text":94},{"id":114,"depth":178,"text":115},{"id":153,"depth":178,"text":154,"children":190},[191,192,193],{"id":157,"depth":184,"text":158},{"id":164,"depth":184,"text":165},{"id":171,"depth":184,"text":172},"growth","Top up your messaging balance, set auto-top-up so campaigns never stall, and understand what each text message costs.",false,"md","i-lucide-message-square-dot",[200,201,202,203,204,17],"sms credits","buy sms balance","text message cost","auto top up sms","sms not sending no balance",{},true,60,"\u002Fhelp\u002Fgrowth\u002Fsms-credits-and-balance",[129,142,210],"\u002Fhelp\u002Fgrowth\u002Fautomations",{"title":5,"description":195},"help\u002Fgrowth\u002Fsms-credits-and-balance","2026-09-01","NdMkyNEFJbQnbRTVymsuIwdhpKThSFSGXBArqmarwsg",[216,227,236,245,255,265,275,285,294,304,314,325],{"id":217,"title":218,"audience":6,"description":219,"extension":220,"icon":221,"meta":222,"order":223,"slug":224,"stem":225,"__hash__":226},"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":228,"title":229,"audience":6,"description":230,"extension":220,"icon":231,"meta":232,"order":178,"slug":233,"stem":234,"__hash__":235},"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":237,"title":238,"audience":6,"description":239,"extension":220,"icon":240,"meta":241,"order":184,"slug":242,"stem":243,"__hash__":244},"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":246,"title":247,"audience":6,"description":248,"extension":220,"icon":249,"meta":250,"order":251,"slug":252,"stem":253,"__hash__":254},"helpCategories\u002Fhelp\u002Fcategories\u002Fclients.yml","Clients & forms","Add and find clients, read a client profile, and send forms and consents.","i-lucide-users",{},4,"clients","help\u002Fcategories\u002Fclients","u-tqzEJo2gR_wJ7x7y-EMIF3L4TP9EuBWlamwgwCC0I",{"id":256,"title":257,"audience":6,"description":258,"extension":220,"icon":259,"meta":260,"order":261,"slug":262,"stem":263,"__hash__":264},"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":266,"title":267,"audience":6,"description":268,"extension":220,"icon":269,"meta":270,"order":271,"slug":272,"stem":273,"__hash__":274},"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":276,"title":277,"audience":6,"description":278,"extension":220,"icon":279,"meta":280,"order":281,"slug":282,"stem":283,"__hash__":284},"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":286,"title":287,"audience":6,"description":288,"extension":220,"icon":289,"meta":290,"order":291,"slug":194,"stem":292,"__hash__":293},"helpCategories\u002Fhelp\u002Fcategories\u002Fgrowth.yml","Reports & growth","Read the numbers, export them, and find the report you actually need.","i-lucide-trending-up",{},8,"help\u002Fcategories\u002Fgrowth","3XyCU-DkoYi7xSPz0tDRohlYkNBUS0YsLo-insknI8o",{"id":295,"title":296,"audience":6,"description":297,"extension":220,"icon":298,"meta":299,"order":300,"slug":301,"stem":302,"__hash__":303},"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":305,"title":306,"audience":6,"description":307,"extension":220,"icon":308,"meta":309,"order":310,"slug":311,"stem":312,"__hash__":313},"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":315,"title":316,"audience":317,"description":318,"extension":220,"icon":319,"meta":320,"order":321,"slug":322,"stem":323,"__hash__":324},"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":326,"title":327,"audience":317,"description":328,"extension":220,"icon":329,"meta":330,"order":331,"slug":332,"stem":333,"__hash__":334},"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",[],[337,782,977],{"id":338,"title":130,"audience":6,"body":339,"category":194,"description":770,"draft":196,"extension":197,"icon":771,"keywords":772,"meta":773,"navigation":206,"order":774,"path":129,"related":775,"seo":778,"stem":779,"updatedAt":780,"__hash__":781},"help\u002Fhelp\u002Fgrowth\u002Fcampaigns.md",{"type":8,"value":340,"toc":750},[341,346,349,360,364,379,386,396,399,403,566,570,639,656,660,673,676,690,693,697,703,707,710,714,729,733],[11,342,343],{},[15,344,345],{},"Growth → Campaigns",[11,347,348],{},"A campaign is a broadcast: design once, deliver by email and text, follow up with people who didn't engage, and see the revenue it produced.",[11,350,351,352,355,356,359],{},"The page has two tabs — ",[15,353,354],{},"Blasts"," (one-time sends) and ",[15,357,358],{},"Always-on"," (campaigns that run themselves).",[31,361,363],{"id":362},"send-a-newsletter","Send a newsletter",[11,365,366,367,370,371,374,375,378],{},"Choose ",[15,368,369],{},"Start a campaign ? Send a newsletter"," for an email update to clients who have opted into marketing. Start with ",[15,372,373],{},"Monthly newsletter"," or ",[15,376,377],{},"Community update",", then replace the sample copy with your news, useful advice, and booking links.",[11,380,381,382,385],{},"The template starts with your business accent colour, logo, and name. You can adjust the design before sending. Emails include your business identity, mailing address, an unsubscribe link, and a discreet ",[15,383,384],{},"Powered by Owneli"," footer.",[11,387,388,389,374,392,395],{},"Review the audience, send yourself a test, and choose ",[15,390,391],{},"Now",[15,393,394],{},"Scheduled",". The newsletter recipe creates one email campaign with no automatic follow-ups. ?Monthly? describes the template; it does not automatically send every month. Create and review a new edition for each send.",[11,397,398],{},"Clients who withdraw email marketing consent or become blocked before delivery are excluded. If an email address changes after scheduling, that queued email is suppressed; review the audience before sending another edition.",[31,400,402],{"id":401},"build-a-campaign","Build a campaign",[57,404,405,409,419,423,434,469,480,486,490,497,507,511,514,518,521,525,528,532,540,550,554,557,562],{},[60,406,408],{"id":407},"start-from-a-goal","Start from a goal",[11,410,411,414,415,418],{},[15,412,413],{},"New campaign"," asks what outcome you're after and sets up the audience, channel and follow-ups for you. ",[15,416,417],{},"Start from scratch"," if you'd rather build it yourself.",[60,420,422],{"id":421},"choose-your-audience","Choose your audience",[11,424,425,426,429,430,433],{},"Two modes. ",[15,427,428],{},"Standard"," offers ready-made segments. ",[15,431,432],{},"Custom"," lets you stack conditions:",[117,435,436,439,442,445,448,451,454,457,460,463,466],{},[120,437,438],{},"Added in the last N days",[120,440,441],{},"Visited in the last N days",[120,443,444],{},"No visit in the last N days",[120,446,447],{},"Has tag",[120,449,450],{},"Visited location",[120,452,453],{},"Birthday month",[120,455,456],{},"At least N sales in a window",[120,458,459],{},"First visit upcoming",[120,461,462],{},"Has no-showed before",[120,464,465],{},"Has an active membership",[120,467,468],{},"Recently engaged a campaign",[11,470,471,472,475,476,479],{},"Then choose whether clients must match ",[15,473,474],{},"all"," conditions or ",[15,477,478],{},"any"," of them.",[11,481,482,483,485],{},"A useful audience can be saved as a named ",[15,484,40],{}," and loaded into future campaigns.",[60,487,489],{"id":488},"check-the-reach","Check the reach",[11,491,492,493,496],{},"The audience panel shows how many ",[15,494,495],{},"reachable"," clients match, split by email (free) and text (costs credits). You can preview a sample of who's included.",[498,499,500],"note",{},[11,501,502,503,506],{},"The reach figure is who will ",[15,504,505],{},"actually receive"," it. Consent and deliverability are already filtered in — clients who never opted in, have no valid address, or have unsubscribed are not in that number.",[60,508,510],{"id":509},"pick-a-channel","Pick a channel",[11,512,513],{},"Email, SMS, both, WhatsApp, or push. SMS and WhatsApp share the same opt-in and the same messaging balance.",[60,515,517],{"id":516},"write-it","Write it",[11,519,520],{},"Start from a template or write from scratch. You can also A\u002FB test the subject line: half the audience gets subject A, half gets subject B, and the winner sends to everyone else automatically after the test window.",[60,522,524],{"id":523},"attach-an-offer","Attach an offer",[11,526,527],{},"Optionally link a deal so it auto-applies when these clients book. Pick an existing active deal or create a new one.",[60,529,531],{"id":530},"choose-when-to-send","Choose when to send",[11,533,534,536,537,539],{},[15,535,391],{},", or ",[15,538,394],{}," for a date and time.",[11,541,542,543,545,546,549],{},"Or make it ",[15,544,358],{},": it checks your clients daily and reaches each one the moment they qualify. Set a ",[15,547,548],{},"re-entry cooldown"," — 30, 60, 90, 180 days or a year — so the same person isn't re-enrolled endlessly.",[60,551,553],{"id":552},"add-follow-ups","Add follow-ups",[11,555,556],{},"Automatically re-send to recipients who didn't engage: those who haven't opened, haven't clicked, or haven't booked, after 1 to 7 days.",[107,558,559],{},[11,560,561],{},"Anyone who books is excluded from follow-ups automatically. You will never chase someone for not responding to an offer they already took.",[60,563,565],{"id":564},"review-and-send","Review and send",[31,567,569],{"id":568},"statuses","Statuses",[571,572,573,586],"table",{},[574,575,576],"thead",{},[577,578,579,583],"tr",{},[580,581,582],"th",{},"Status",[580,584,585],{},"Meaning",[587,588,589,600,609,619,629],"tbody",{},[577,590,591,597],{},[592,593,594],"td",{},[15,595,596],{},"Draft",[592,598,599],{},"Being built",[577,601,602,606],{},[592,603,604],{},[15,605,394],{},[592,607,608],{},"Waiting for its send time",[577,610,611,616],{},[592,612,613],{},[15,614,615],{},"Sending",[592,617,618],{},"In flight",[577,620,621,626],{},[592,622,623],{},[15,624,625],{},"Sent",[592,627,628],{},"Delivered",[577,630,631,636],{},[592,632,633],{},[15,634,635],{},"Cancelled",[592,637,638],{},"Stopped before sending",[11,640,641,642,644,645,536,648,651,652,655],{},"Always-on campaigns are ",[15,643,596],{},", ",[15,646,647],{},"Active",[15,649,650],{},"Paused",", and show how many clients are enrolled and when they were last checked. ",[15,653,654],{},"Check now"," runs an evaluation immediately.",[31,657,659],{"id":658},"consent-and-the-law","Consent and the law",[661,662,663,670],"caution",{},[11,664,665,666,669],{},"Marketing consent is separate from appointment notifications, and it is never granted implicitly. A client who agreed to appointment reminders has ",[15,667,668],{},"not"," agreed to marketing.",[11,671,672],{},"Marketing email and SMS are regulated — CAN-SPAM, CASL, GDPR, TCPA and their local equivalents all have things to say about consent, sender identity, and how easy it must be to unsubscribe. Requirements differ by jurisdiction and by channel, and they change. Confirm what applies to your business before you run marketing.",[11,674,675],{},"What Owneli does for you:",[117,677,678,681,684,687],{},[120,679,680],{},"Filters non-consenting and unsubscribed clients out of every audience, before the count you see",[120,682,683],{},"Honours per-client opt-outs for email, SMS and birthday messages independently",[120,685,686],{},"Defers marketing sends outside your quiet-hours window (default 9:00–20:00 in your business's timezone)",[120,688,689],{},"Records who was sent what, and when",[11,691,692],{},"What remains yours: obtaining consent lawfully in the first place, your sender identity and physical address where required, and honouring an opt-out that arrives outside the app.",[31,694,696],{"id":695},"sms-costs","SMS costs",[11,698,699,700,702],{},"Text is charged per segment against your messaging balance. The audience panel shows the credit cost before you send, and a longer message that uses unicode characters costs more segments per message. Check ",[15,701,68],{},".",[31,704,706],{"id":705},"when-an-audience-empties","When an audience empties",[11,708,709],{},"If a campaign reports no matching clients, it usually means they have no valid email or phone, or have unsubscribed. Edit the audience and check the reach figure again.",[31,711,713],{"id":712},"campaigns-versus-automations","Campaigns versus automations",[11,715,716,717,720,721,724,725,728],{},"A campaign is ",[15,718,719],{},"broadcast"," — you pick an audience and a time. An ",[127,722,723],{"href":210},"automation"," is ",[15,726,727],{},"triggered"," — it fires when something happens to one client.",[31,730,732],{"id":731},"reporting","Reporting",[117,734,735,741,747],{},[120,736,737,740],{},[15,738,739],{},"Growth → Reports → Attribution"," — revenue traced back to campaigns",[120,742,743,746],{},[15,744,745],{},"Growth → Reports → Channel rollup"," — how each channel performs",[120,748,749],{},"Each campaign carries its own sent, opened, clicked and revenue figures",{"title":177,"searchDepth":178,"depth":178,"links":751},[752,753,764,765,766,767,768,769],{"id":362,"depth":178,"text":363},{"id":401,"depth":178,"text":402,"children":754},[755,756,757,758,759,760,761,762,763],{"id":407,"depth":184,"text":408},{"id":421,"depth":184,"text":422},{"id":488,"depth":184,"text":489},{"id":509,"depth":184,"text":510},{"id":516,"depth":184,"text":517},{"id":523,"depth":184,"text":524},{"id":530,"depth":184,"text":531},{"id":552,"depth":184,"text":553},{"id":564,"depth":184,"text":565},{"id":568,"depth":178,"text":569},{"id":658,"depth":178,"text":659},{"id":695,"depth":178,"text":696},{"id":705,"depth":178,"text":706},{"id":712,"depth":178,"text":713},{"id":731,"depth":178,"text":732},"Build an audience, choose a channel, schedule the send, add follow-ups — and stay on the right side of consent rules.","i-lucide-megaphone",[],{},40,[210,776,777],"\u002Fhelp\u002Fclients\u002Fadd-and-find-clients","\u002Fhelp\u002Fgrowth\u002Ffind-and-read-a-report",{"title":130,"description":770},"help\u002Fgrowth\u002Fcampaigns","2026-09-22","Mpbo5infG1BV5pMRW6jd1m8-Q0LcyO9W0KZiQgrplVY",{"id":783,"title":784,"audience":6,"body":785,"category":252,"description":969,"draft":196,"extension":197,"icon":970,"keywords":971,"meta":972,"navigation":206,"order":774,"path":142,"related":973,"seo":974,"stem":975,"updatedAt":213,"__hash__":976},"help\u002Fhelp\u002Fclients\u002Fmessages-and-the-inbox.md","Messages and the inbox",{"type":8,"value":786,"toc":958},[787,792,795,799,802,809,813,816,823,832,836,846,849,853,856,903,908,912,917,920,923,927,930,936,944,948,951,955],[11,788,789],{},[15,790,791],{},"Clients → Messages",[11,793,794],{},"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.",[31,796,798],{"id":797},"the-layout","The layout",[11,800,801],{},"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.",[11,803,804,805,808],{},"Filter the list by ",[15,806,807],{},"Unread",", or search it.",[31,810,812],{"id":811},"live-updates","Live updates",[11,814,815],{},"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.",[11,817,818,819,822],{},"The unread count also shows as a badge on ",[15,820,821],{},"Messages"," in the sidebar.",[498,824,825],{},[11,826,827,828,831],{},"The read cursor is ",[15,829,830],{},"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.\"",[31,833,835],{"id":834},"replying","Replying",[11,837,838,839,374,842,845],{},"Pick a channel at the bottom of the thread — ",[15,840,841],{},"Portal",[15,843,844],{},"SMS"," — then type and send.",[11,847,848],{},"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.",[60,850,852],{"id":851},"when-a-channel-is-unavailable","When a channel is unavailable",[11,854,855],{},"The channel button is disabled and tells you why. There are three common reasons, and each has the same fix — use the other channel.",[571,857,858,868],{},[574,859,860],{},[577,861,862,865],{},[580,863,864],{},"Message",[580,866,867],{},"What it means",[587,869,870,881,893],{},[577,871,872,878],{},[592,873,874],{},[875,876,877],"em",{},"The client hasn't consented to SMS",[592,879,880],{},"They haven't opted in to text. Use the portal channel.",[577,882,883,888],{},[592,884,885],{},[875,886,887],{},"Out of SMS balance",[592,889,890,891,702],{},"Your messaging balance is exhausted. Top it up under ",[15,892,68],{},[577,894,895,900],{},[592,896,897],{},[875,898,899],{},"SMS isn't enabled for this business",[592,901,902],{},"Text messaging hasn't been switched on for your business at all.",[43,904,905],{},[11,906,907],{},"Portal messages are free. SMS is charged per segment against your messaging balance, and a long message costs more than one segment.",[31,909,911],{"id":910},"consent","Consent",[661,913,914],{},[11,915,916],{},"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.",[11,918,919],{},"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.",[11,921,922],{},"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.",[31,924,926],{"id":925},"quiet-hours","Quiet hours",[11,928,929],{},"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.",[11,931,932,933,702],{},"This applies to automated and marketing messages. See ",[127,934,935],{"href":210},"Automations",[43,937,938],{},[11,939,940,943],{},[15,941,942],{},"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.",[31,945,947],{"id":946},"where-else-messages-appear","Where else messages appear",[11,949,950],{},"A client's conversation is also visible from their profile, so whoever is looking after them has the context without opening the inbox separately.",[31,952,954],{"id":953},"permissions","Permissions",[11,956,957],{},"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":177,"searchDepth":178,"depth":178,"links":959},[960,961,962,965,966,967,968],{"id":797,"depth":178,"text":798},{"id":811,"depth":178,"text":812},{"id":834,"depth":178,"text":835,"children":963},[964],{"id":851,"depth":184,"text":852},{"id":910,"depth":178,"text":911},{"id":925,"depth":178,"text":926},{"id":946,"depth":178,"text":947},{"id":953,"depth":178,"text":954},"One thread per client across SMS and the portal — how replies are routed, why a channel is sometimes unavailable, and what consent means here.","i-lucide-message-circle",[],{},[776,210],{"title":784,"description":969},"help\u002Fclients\u002Fmessages-and-the-inbox","wr5yjFT8FYwRWzJB-Vwa5IQY2ESfD60miGJCvYkFAa4",{"id":978,"title":935,"audience":6,"body":979,"category":194,"description":1297,"draft":196,"extension":197,"icon":1298,"keywords":1299,"meta":1300,"navigation":206,"order":1301,"path":210,"related":1302,"seo":1304,"stem":1305,"updatedAt":213,"__hash__":1306},"help\u002Fhelp\u002Fgrowth\u002Fautomations.md",{"type":8,"value":980,"toc":1279},[981,986,989,993,996,1000,1003,1047,1051,1074,1078,1088,1092,1109,1113,1122,1126,1131,1135,1155,1159,1162,1181,1184,1188,1191,1193,1198,1208,1221,1224,1232,1234,1237,1240,1242,1250,1254,1260,1264,1276],[11,982,983],{},[15,984,985],{},"Growth → Automations",[11,987,988],{},"Automations are the messages that go out without anyone pressing send: reminders, confirmations, review requests, birthday notes. You configure them once.",[31,990,992],{"id":991},"the-catalogue","The catalogue",[11,994,995],{},"Automations are grouped by what they're for.",[60,997,999],{"id":998},"reminders","Reminders",[11,1001,1002],{},"Nudge clients before their visit so fewer no-show.",[571,1004,1005,1014],{},[574,1006,1007],{},[577,1008,1009,1011],{},[580,1010,135],{},[580,1012,1013],{},"Default",[587,1015,1016,1026,1038],{},[577,1017,1018,1023],{},[592,1019,1020],{},[15,1021,1022],{},"48-hour reminder",[592,1024,1025],{},"Off",[577,1027,1028,1033],{},[592,1029,1030],{},[15,1031,1032],{},"24-hour reminder",[592,1034,1035],{},[15,1036,1037],{},"On",[577,1039,1040,1045],{},[592,1041,1042],{},[15,1043,1044],{},"3-hour reminder",[592,1046,1025],{},[60,1048,1050],{"id":1049},"appointment-updates","Appointment updates",[11,1052,1053,1054,644,1057,644,1060,644,1062,644,1065,644,1068,644,1071,702],{},"Keep clients in the loop as their booking changes: ",[15,1055,1056],{},"New appointment",[15,1058,1059],{},"Rescheduled",[15,1061,635],{},[15,1063,1064],{},"No-show follow-up",[15,1066,1067],{},"Thank you for visiting",[15,1069,1070],{},"Thank you for tipping",[15,1072,1073],{},"Aftercare",[60,1075,1077],{"id":1076},"feedback-reviews","Feedback & reviews",[11,1079,1080,1083,1084,702],{},[15,1081,1082],{},"Review request"," — see ",[127,1085,1087],{"href":1086},"\u002Fhelp\u002Fgrowth\u002Freviews","Collecting and managing reviews",[60,1089,1091],{"id":1090},"increase-bookings","Increase bookings",[11,1093,1094,644,1097,644,1100,644,1103,644,1106,702],{},[15,1095,1096],{},"Rebook reminder",[15,1098,1099],{},"Expiring benefits",[15,1101,1102],{},"Birthday",[15,1104,1105],{},"Win-back",[15,1107,1108],{},"Reward loyal clients",[60,1110,1112],{"id":1111},"waitlist-updates","Waitlist updates",[11,1114,1115,1118,1119,702],{},[15,1116,1117],{},"Added to waitlist"," and ",[15,1120,1121],{},"A slot opened up",[60,1123,1125],{"id":1124},"milestones","Milestones",[11,1127,1128,702],{},[15,1129,1130],{},"Welcome new clients",[60,1132,1134],{"id":1133},"client-loyalty","Client loyalty",[11,1136,1137,644,1140,644,1143,644,1146,644,1149,644,1152,702],{},[15,1138,1139],{},"Points earned",[15,1141,1142],{},"New tier reached",[15,1144,1145],{},"Reward available",[15,1147,1148],{},"Referral friend booked",[15,1150,1151],{},"Referral reward available",[15,1153,1154],{},"Referred friend welcome",[31,1156,1158],{"id":1157},"configuring-one","Configuring one",[11,1160,1161],{},"Open an automation from the catalogue and you can set:",[117,1163,1164,1169,1175],{},[120,1165,1166],{},[15,1167,1168],{},"On or off",[120,1170,1171,1174],{},[15,1172,1173],{},"Channels"," — email, SMS, or both. Not every automation is SMS-capable; the ones that are say so.",[120,1176,1177,1180],{},[15,1178,1179],{},"The content"," — each automation has an email behind it, and the catalogue card previews what the message leads with",[11,1182,1183],{},"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.",[31,1185,1187],{"id":1186},"per-appointment-overrides","Per-appointment overrides",[11,1189,1190],{},"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.",[31,1192,926],{"id":925},[498,1194,1195],{},[11,1196,1197],{},"A 2am appointment reminder is exactly as unwelcome as a 2am marketing text. Every client-facing send passes through the same quiet-hours gate.",[11,1199,1200,1201,1203,1204,1207],{},"Quiet hours are a local-time window during which messages are ",[15,1202,668],{}," sent. The default sendable window is ",[15,1205,1206],{},"9:00 to 20:00"," in your business's timezone.",[117,1209,1210,1215],{},[120,1211,1212,1214],{},[15,1213,844],{}," inside quiet hours is held by the queue.",[120,1216,1217,1220],{},[15,1218,1219],{},"Email"," reminders and retention nudges have their scheduled time pushed forward, so they go out the moment the window reopens rather than overnight.",[11,1222,1223],{},"The window is resolved in your business's own timezone, never the server's, and a location can carry its own override.",[43,1225,1226],{},[11,1227,1228,1229,1231],{},"Transactional messages — a booking confirmation, a cancellation notice, a receipt — are ",[15,1230,668],{}," 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.",[31,1233,911],{"id":910},[11,1235,1236],{},"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.",[11,1238,1239],{},"Clients can opt out of appointment emails, appointment SMS, and birthday messages independently, from their profile or from their own account.",[31,1241,696],{"id":695},[11,1243,1244,1245,1247,1248,702],{},"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 ",[15,1246,935],{},", or top up under ",[15,1249,68],{},[31,1251,1253],{"id":1252},"history","History",[11,1255,1256,1257,1259],{},"Each automation has a ",[15,1258,1253],{}," view showing what actually fired and when, which is the fastest way to answer \"did the reminder go out?\" without guessing.",[31,1261,1263],{"id":1262},"automations-versus-campaigns","Automations versus campaigns",[11,1265,1266,1267,1269,1270,724,1273,1275],{},"An automation is ",[15,1268,727],{}," — it fires when something happens to one client. A ",[127,1271,1272],{"href":129},"campaign",[15,1274,719],{}," — you choose an audience and a time, and it goes to all of them at once.",[11,1277,1278],{},"If your sentence has \"when\", it's an automation. If it has \"everyone who\", it's a campaign.",{"title":177,"searchDepth":178,"depth":178,"links":1280},[1281,1290,1291,1292,1293,1294,1295,1296],{"id":991,"depth":178,"text":992,"children":1282},[1283,1284,1285,1286,1287,1288,1289],{"id":998,"depth":184,"text":999},{"id":1049,"depth":184,"text":1050},{"id":1076,"depth":184,"text":1077},{"id":1090,"depth":184,"text":1091},{"id":1111,"depth":184,"text":1112},{"id":1124,"depth":184,"text":1125},{"id":1133,"depth":184,"text":1134},{"id":1157,"depth":178,"text":1158},{"id":1186,"depth":178,"text":1187},{"id":925,"depth":178,"text":926},{"id":910,"depth":178,"text":911},{"id":695,"depth":178,"text":696},{"id":1252,"depth":178,"text":1253},{"id":1262,"depth":178,"text":1263},"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,[129,1086,1303],"\u002Fhelp\u002Fcalendar\u002Fbook-an-appointment",{"title":935,"description":1297},"help\u002Fgrowth\u002Fautomations","6qmwAeW884UxJXhOv2aDJYzANfkzJswWmv-Rlu9Kxrw",1790218959393]