ResNeo HelpDashboard

Guest communications (email and SMS)

Switch on automatic emails and texts so every confirmation, reminder, and follow-up reaches your guests without any extra work.

Guest communications (email and SMS)

Keep clients in the loop without lifting a finger. ResNeo sends confirmations, reminders and follow-ups automatically. You decide which messages go out, by which channel, and when.

The one big idea: the body of every message is written for you and cannot be edited. What you control is which messages send, by email or text, when they send, and one extra line of your own wording.

Watch: setting up your communication settings

How to choose which messages go out, by email or SMS, and when they send.

If the video does not load, watch it on YouTube.

Before you start

  • This page is admin only. If signing in shows just your own name, email and password, you have a team member login and need an admin to make these changes.
  • Set your venue email first under Settings, then Profile, because business alerts fall back to it.
  • Open Settings, then the Communications tab.

Good to know: changes save on their own. A small Saving, then Saved note appears at the top right. If you see a red Save failed, check your connection and flick the switch again.

What is already switched on

You are not starting from nothing. On a new venue:

Message On? Goes out by When
Booking confirmation Yes Email As soon as the booking is made
Confirm or cancel prompt Yes Email and text 24 hours before
Pre-visit reminder Yes Email 2 hours before
Post-visit thank you Yes Email 4 hours after
No-show notification No Email When you mark a no-show

Tip: two hours is the default for the pre-visit reminder, and it is usually too late to save the slot. Most salons and barbershops move it to 24, so a client who has forgotten can still cancel and let someone else in.

The message cards

Each message is a card with a switch. Turn it on and the channel and timing options appear underneath.

  • Booking confirmation, sent as soon as the booking is confirmed
  • Confirm or cancel prompt, asking the client to confirm
  • Pre-visit reminder, shortly before the appointment
  • Deposit request and Deposit payment reminder
  • Card details request and Card details reminder, used when a booking is held against a no-show fee
  • Booking modification, when something changes
  • Cancellation and Auto-cancel
  • No-show notification
  • Post-visit thank you
  • Custom message, the channels your team may use for a one-off note
  • Waitlist invite, if you use the waitlist

Settings, Communications

Each guest message sits in its own card with an on/off switch, channel checkboxes, and a timing field where relevant.

COMMUNICATIONSSavedBooking confirmationSent as soon as a guest books.EmailSMSPre-visit reminderA nudge before the appointment.EmailSMSSEND HOURS BEFORE24Deposit payment requestAsks for a deposit to hold the slot.Post-visit thank youA follow-up after they leave.EmailToggle a message on to choose its channels and timing.

Sending a one-off message? Open the appointment from your calendar or bookings list and use the message option there. This card only sets which channels your team may use.

Change the timing

Cards with a timing box show Send hours before or Send hours after. Enter any whole number from 1 to 168 hours, which is up to a week.

Add your own line

You cannot rewrite the standard wording, but you can add to it.

  1. Find the card you want.
  2. Look for Email optional message, and SMS optional message on cards that allow texts.
  3. Type your line, for example "Any problems, just reply to this text or call the shop."
  4. Watch the character count, which matters most for texts.
  5. Click Preview to see the finished message as a client receives it.

Optional message editor and preview

Each active message has optional email and SMS text boxes with a character count and a Preview button.

AUTOMATIC MESSAGEBooking confirmationOnSEND VIAEmailSMSEmail optional messagePreviewOptional extra line shownwith the standard template...0 charactersSMS optional messagePreviewOptional extra line shownwith the standard template...0 characters

What texts cost, and where to check

Email is included on every plan and never charged. Texts come out of a monthly allowance.

Your plan Texts included each month
Appointments Light 100 segments
Appointments Plus 250 segments
Appointments Pro 500 segments

A segment is up to 160 characters. Longer messages are split and each part counts. Emoji and accented characters drop the limit to 70 per segment, so one emoji can double what a message costs.

To see where you stand, open Settings, then the Plan tab, and look at the SMS usage panel.

Warning: running out does not stop your texts. Past the allowance, messages keep sending and each extra segment is added to your next bill at 6p. There is no cut-off, so check the Plan tab after you turn SMS on for a busy message.

Business notifications

Further down, New booking alert emails you when a booking comes in. Set a Notification email or leave it blank to use your venue email.

Common problems & fixes

Problem Likely cause Fix
Clients are not getting texts They have no mobile number on the booking, or that card is email only Check the client's phone number, and that the card allows SMS
My text bill is higher than expected Long messages split into several segments, and emoji halve the limit Shorten your extra line and drop emoji. Check usage under Settings, then Plan
A red Save failed appears Your connection dropped mid-change Check your internet, then flick the switch again
I cannot untick the last channel Every message needs at least one way to reach the client Turn the whole card off instead
I cannot find where to edit the wording The main body is fixed and cannot be edited Add your own line in Email optional message or SMS optional message

Next steps