Troubleshooting Communications with Clients

If clients are reporting that they are not receiving communications from your business or you would like to check that your communications are set up correctly please follow these steps.
1.  Advanced Settings
First you will want to check that you have the correct email and text communications settings turned on in your advanced settings.  Click on “Manage” under the Email & Text Communications section.

*If you do not have the client connect premium bundle you will not have access to text confirmations.  Follow this premium bundle link for more information and learn how to activate it.

2.  Client Log
If the correct settings are turned on in your advanced settings next you should make sure the client has the ability to receive emails and text in their client log.  Access the client log by searching for a client on the Manage>Clients screen.  Or click on a client’s name in the appointment window.
What is a Client Log:

3.  Appointment Log
To check that the system is sending email or texts to a client you can use the appointment log.  It will list any communications sent out by the system as well as who scheduled an appointment and when.  This is found by navigating to the schedule and clicking on an appointment.  You will see options on the right hand side and one of those will be “Appointment Log”.

4.  Client Connect Report
When a client confirms an appointment via text they will need to reply with either “C” or “Confirm” to confirm an appointment.  This will be reflected in the appointment log for that appointment.  It will say if it “Sent text confirmation” and it will say if they “Confirmed via text”.  To double check that they sent the correct response you can view the “Client Connect” report.  This is located on your “Reports” page.

5.  Unsubscribed clients
  • Clients have the ability to unsubscribe from any texts being sent to them by replying “STOP”.  If they choose to do this they will need to reply START to the exact same number that they sent STOP to.
  • If they have deleted the number they sent STOP to and they don’t know how to start them again you can find the number they will need to text by navigating to their Client Log and it will show the number in red text under the communications section.


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