Emails and messages that go out in your name.
Licences, invoices, receipts and reminders are emailed with your logo and colour. Payment reminders can go by text, and you can write to any group of customers.
Illustration: the operator’s Customer emails settings, with the emails customers receive listed in groups and a switch beside each. Thanks for your enquiry is switched off, Reservations, Receipts and Overdue reminders are on, and the Direct Debit advance notice is always on.
How customer emails and messages work.
The emails your customers get, in your name.
- Customers are emailed their licence to sign, a booking confirmation, monthly invoices, receipts and reminders.
- Each email carries your logo and colour, and can come from your own email address once your sending domain is verified.
- Switch off any you don’t want. A few stay on, such as the notice before a Direct Debit is collected.
- Every email sent is on the customer’s record, and you can see when one didn’t get through.
Illustration: the operator’s Customer emails settings, with the agreement and move-in emails listed: the licence to sign is always on, See you tomorrow is switched off, and the others are on. Below it, the top of an email to Jo in Your site’s own colour, saying their document is signed and complete, with a View your documents button.
Reminders can go by text message too.
- Text messages sit on the same reminder schedule as the emails for a missed payment.
- By default, a failed payment is followed by a text message on day 5 and day 14, as well as the emails.
- Change the days, add a reminder or take one off, in the same list as the emails.
Illustration: the operator’s Payment reminders settings, headed What happens when a payment is missed. The ladder reads 4 reminders from day 2, a late fee on day 8: email reminders on days 2, 5, 8 and 14, each with its day, channel and template and a Remove button, a late fee of £15.00 on day 8 that includes VAT, and an Add reminder button.
Write to a group of customers.
- Email a chosen group in one go: pick the site, whether their agreement is active, pending or ended, or just customers in arrears.
- Say whether it’s a service update or an offer. An offer is never sent to anyone who said no.
- Check who it reaches before you send, then send it now or schedule it for later.
- Each email sent is kept on the customer’s record.
Illustration: the operator’s New bulk message settings, set to a service update by email to all sites. It shows who it goes to (All sites, Customers) with a Check audience button, what it says (a subject, Opening hours over the bank holiday, and a body), and a footer that reads Reaches 38 beside Cancel and Send now buttons.
Questions about customer emails and messages.
Yes. The wording of the emails is in your message templates, and you can edit it there instead of switching an email off.
Customers with a phone number on their record. A customer without one isn’t sent the text.
Yes. Check the audience first. It shows how many it reaches, and why anyone is left out, for example because they said no or can’t be reached.
An offer never goes to anyone who said no. A service update is news about their storage or account, with no offers in it, so it can still reach them.
See the emails your customers would get.
A 30-minute walkthrough, shaped around sites like yours.