Skip to main content

Pet Owner Communications

Overview

Pet Owner Communications covers all automated messages sent to your customers throughout their journey with your business. This includes appointment confirmations, reminders, receipts, and service updates.

Included in Business Pro, Flex and Max

Communication Channels

SMS Messages

Instant text messages for time-sensitive updates

  • High open rates (98%+) ensure customers see important updates

  • Immediate delivery to mobile phones

  • Short, actionable messages for quick communication

  • Opt-out available - customers can reply "STOP" to unsubscribe

  • 2-way conversations available with Communications Booster add-on (Business Pro, Flex and Max)

Best for:

  • Appointment reminders

  • Last-minute changes

  • Payment confirmations

  • Urgent updates

  • Real conversations with customers (via Communications Booster)

Email Messages

Detailed communications with full information

  • Professional formatting with your business branding

  • Complete appointment details and service information

  • Receipts and invoices for record-keeping

  • Action buttons for easy customer interaction

  • Unsubscribe links for compliance

Best for:

  • Appointment confirmations

  • Detailed receipts

  • Service summaries

Communications Booster (2-Way SMS Add-on)

Available for Business Pro, Flex and Max plans

Communications Booster is an optional add-on that upgrades your SMS capabilities:

  • Dedicated Australian mobile number - your own +61 number, not American

  • 2-way SMS inbox - customers can reply directly to messages

  • Threaded conversations - complete message history including automated messages (reminders, payment alerts) and manual replies in one view

  • Additional SMS credits pooled with your plan allocation

  • Inbound messages are free - you only use credits for outbound messages

How to activate:

  1. Go to Settings, then SMS.

  2. Select Get Started with Communications Booster.

  3. After you activate, complete the verification form with your legal business name, ABN, street address, and one registration document.

  4. Reviews are usually approved within 1-3 business days. The dedicated number activates automatically after approval.

  5. When the number is live, use Messages for conversations.

Key details:

  • You can only message existing pet owner customers (not arbitrary phone numbers)

  • SMS credits from Communications Booster are pooled with your plan's included SMS allocation

  • Top-up credit packs are available if you need more credits

  • Credits from packs never expire

Message Types

Appointment Messages

Appointment Reminder (SMS)

Bella's Full GroomingMon 15 January 2026Drop-off: 1:45 - 2pm-Paws & Claws Grooming (no-reply)

Friday reminder (email)

On Fridays at 2pm, business time, Petboost emails the pet owner about each confirmed booking from Saturday to the following Friday. Email the customer: Friday reminder controls it. There is no Friday text.

Appointment Rescheduled (SMS)

Booking changed - Charlie:WAS: Monday 15 January 2:00pmNOW: Tuesday 16 January 2:00pmhttps://app.petboost.com/signup?b=123&p=0412345678-Paws & Claws Grooming (no-reply)

Appointment Cancelled (SMS)

Cancelled: Luna's Nail Trim Monday 15 JanuaryCustomer requested cancellation-Paws & Claws Grooming (no-reply)

Payment Messages

Payment Receipt (Email)

  • Automatic email receipts after payment processing

  • Includes invoice details and payment confirmation

  • Professional formatting with business branding

  • Downloadable PDF receipts

Pre-Auth Payment Issue (SMS)

Pre-auth payment issue for Buddy's Full Grooming.Check funds available.This is a hold only, not charged yet.-Paws & Claws Grooming (no-reply)

Payment Declined (SMS)

Payment failed: Daisy's appt Monday 15 January ($85.00)Update: app.petboost.com/paymentsCall Paws & Claws Grooming: (02) 9876 5432-Paws & Claws Grooming (no-reply)

Course Messages

Course Enrollment Confirmation (Email)

  • Welcome message with course details

  • Schedule and instructor information

  • Preparation requirements

  • Contact information for questions

Course Reminders (Email)

  • Weekly reminders for upcoming lessons

  • Special instructions for each session

  • Progress updates and achievements

  • Next lesson preparation

Email Messages

Appointment Reminder (Email)

  • When: Before appointments (configurable timing)

  • Content: Service details, date, time, team member, preparation instructions

  • Purpose: Reduce no-shows and keep customers informed

Appointment Friday Reminder (Email)

  • When: Fridays at 2pm, business time, for each confirmed booking from Saturday to the following Friday

  • Content: Weekly reminder with service and team member details

  • Purpose: Weekly check-in for regular customers

Appointment Rescheduled (Email)

  • When: When appointment times are changed

  • Content: Old and new appointment details, rescheduling options

  • Purpose: Keep customers informed of schedule changes

Appointment Accepted (Email)

  • When: When business accepts a new appointment

  • Content: Service details, preparation instructions, team member assignment

  • Purpose: Confirm appointment acceptance and provide details

Appointment Created (Email)

  • When: When new appointment is created by business

  • Content: Complete service and scheduling details, payment information

  • Purpose: Confirm new appointment booking

Appointment Created by Pet Owner (Email)

  • When: When customer books online through self-service

  • Content: Self-service booking confirmation, customer preferences

  • Purpose: Confirm online booking and provide business contact

Appointment Declined (Email)

  • When: When business declines an appointment request

  • Content: Alternative scheduling options, business contact information

  • Purpose: Provide alternatives when appointment cannot be accommodated

Appointment Cancelled (Email)

  • When: When business cancels an appointment

  • Content: Cancellation confirmation, refund information, rebooking options

  • Purpose: Handle business-initiated cancellations

Appointment Cancelled by Pet Owner (Email)

  • When: When customer cancels their own appointment

  • Content: Cancellation policy information, future booking opportunities

  • Purpose: Handle customer-initiated cancellations

Appointment Finalised (Email)

  • When: When appointment is completed and finalised

  • Content: Service completion notification, invoice and payment details

  • Purpose: Confirm service completion and provide payment information

Appointment Payment Succeeded (Email)

  • When: When payment is successfully processed

  • Content: Payment confirmation, receipt and transaction details

  • Purpose: Confirm successful payment and provide receipt

Appointment Refund Issued (Email)

  • When: When refund is processed

  • Content: Refund amount, method, and processing timeline

  • Purpose: Confirm refund processing and timeline

Pre-Auth Heads Up (Email)

  • When: 74 hours before the appointment, 2 hours before the pre-authorisation hold (if pre-hold funds enabled)

  • Content: Pre-authorisation notification, payment method verification

  • Purpose: Notify customers about payment pre-authorisation

Send Upcoming Appointments via SMS

From a customer's profile, staff can send a one-tap SMS listing all upcoming appointments for that pet owner. The message includes each appointment's date, time, and service, plus a link to view and manage bookings in the Pet Owner App.

How to send:

  1. Open the customer's profile in Customers & Pets

  2. Open the contact or actions dropdown menu

  3. Tap Send Upcoming Appointments

  4. The SMS is pre-filled and sent to the customer's mobile number

This is useful for customers who call to ask "when is my next appointment?" or when you want to proactively confirm a client's upcoming schedule. The option only appears when the customer has a phone number on file and has future appointments.

SMS Confirmation Reply

Customers can confirm their appointment by replying to an SMS reminder. Configure under Settings → Notifications → Pre-Appointment Reminders:

  1. Enable Confirmation Reply (Y/N)

  2. Edit Confirmation Message (text appended to SMS reminders)

This asks the customer to reply Y or N. It needs an active dedicated number (Communications Booster). A Y reply does not change the appointment status. It does not change confirmation email copy. For a note on confirmation and reminder emails (and optionally texts), use Settings → Notifications → Custom Messages → Pre-Appointment Message.

Message Timing

Reminder Schedule

Configurable timing options:

Choose Weeks, Days, Hours and Minutes. Minutes go in 5-minute steps. A reminder time longer than 72 hours shows This reminder may not land in time to be effective.

Common settings:

  • 2 hours - Last-minute reminder for same-day appointments

  • 24 hours - Standard reminder (most common)

  • 48 hours - Two-day advance notice for grooming appointments

Automation Timing

Automatic Actions timing:

  • 72 hours before - Pre-hold funds validation

  • Appointment time - Auto-start notification

  • End time - Auto-complete notification

  • 30 minutes after the scheduled end - Auto-finalise

  • Next 15-minute check after finalising - Auto-pay with receipt

Per-Customer Notification Overrides

Individual pet owner accounts can have notification and booking settings that override your business-level defaults. Open the pet's profile in Customers & Pets and select the Settings & Overrides tab. The same settings are under Personalised Booking Rules when you select Edit Owner Details. The tab needs Business Pro or higher.

What can be overridden per customer:

  • Appointment reminder channels (SMS and/or email) and timing

  • Second reminder channels and timing

  • Recurring Booking Alerts

  • SMS and email appointment update notifications

  • Personal Note

  • Booking notice period

  • Payment pre-hold and auto-pay preferences

Each on/off setting starts at your business default. Change it and the row shows Different to default; set it back to match the default and the override is removed. Timing settings have a Use business default switch. What they receive today, at the top of the tab, shows the result for this customer. A customer's setting takes precedence over your business and service settings.

Common use cases:

  • Disable SMS reminders for a customer who prefers email only

  • Shorten the booking notice period for a trusted regular

  • Override payment pre-hold for a specific customer

  • Add a Personal Note for a customer with special requirements

Custom Messages

Pre-Appointment Message

Exact label in the app: Pre-Appointment Message under Settings → Notifications → Custom Messages.

Petboost includes this note in confirmation and reminder emails, and on the pet owner's booking card. If you turn on Also add to confirmation and reminder texts, it is also appended to the booking confirmation SMS and each reminder SMS. The Notifications page shows how many SMS segments those texts would use. One emoji can switch the whole text to Unicode and increase the segment count.

This setting is not on Settings → SMS.

Examples:

  • "Please arrive 10 minutes early for check-in"

  • "Bring your pet's vaccination records"

  • "Park in the rear parking lot"

  • "Call us if you need to reschedule: 555-1234"

Message Variables

Pet Information

  • {{PetFirstName}} - Pet's first name

  • {{PetFullName}} - Pet's full name

  • {{PetAnimalTypeEmoji}} - Pet type emoji (🐕, 🐱, etc.)

Appointment Details

  • {{ServiceLabel}} - Service name

  • {{StartTime}} - Appointment start time

  • {{StartDate}} - Appointment start date

  • {{DateTimeRange}} - Start date and time. For a Stay or any booking that ends on a later day, this also includes the end date and time

  • {{DateRange}} - Start date. For a Stay or any booking that ends on a later day, this also includes the end date

  • {{TeamMemberName}} - Assigned team member

  • {{TotalPrice}} - Appointment cost

Business Information

  • {{BusinessName}} - Your business name

  • {{BusinessPhone}} - Your phone number

  • {{AppointmentLink}} - Direct booking link

Time Windows

  • {{WindowRangeDescription}} - Service time windows

  • {{StartWindowLabel}} - Start window label

  • {{EndWindowLabel}} - End window label

Best Practices

Message Content

Do:

  • Keep messages short and clear

  • Include helpful, actionable information

  • Use friendly, professional tone

  • Test messages before publishing

  • Update messages regularly

Don't:

  • Write long paragraphs

  • Use ALL CAPS or excessive punctuation

  • Include multiple calls-to-action

  • Forget to proofread

Timing Strategy

Consider:

  • Service type and preparation needed

  • Customer travel time to location

  • How far in advance customers typically plan

  • No-show patterns (earlier reminders = fewer no-shows)

Avoid:

  • Too early (customers forget again)

  • Too late (customers can't reschedule)

  • Multiple reminders (annoying)

Troubleshooting

Common Issues

Customer not receiving messages:

  • Check email and phone number are correct in their profile

  • Verify they haven't opted out of notifications

  • Check spam/junk folders for emails

  • Verify SMS notifications are enabled in settings

Message delivery problems:

  • Ensure valid contact information

  • Check notification settings configuration

  • Verify business account is properly set up

  • Contact support for technical issues

Service Messages (Non-Marketing Communications)

Service messages are essential for providing and maintaining the services offered through the platform.

Customers cannot opt out of service messages.

These messages include important updates about appointments, payments, changes, cancellations, or other business-critical information.

Under Australian privacy law, and as a condition of service, customers must be notified of material updates relating to their bookings and interactions with the business.

Businesses may choose to send these notifications via SMS, email, both, or neither, depending on their operational settings within Petboost.

Marketing and Bulk Messages

Petboost supports Bulk 1-Way SMS for business announcements and marketing messages. Customers can manage their communication preferences (opt-in/opt-out for marketing messages) through their profile. Transactional service messages (appointment reminders, payment alerts) cannot be opted out of as they contain essential appointment and payment information.

For details on bulk messaging, see Bulk SMS. For consent management, see Communication Preferences.

Related FAQs

Have questions about customer communications? See these commonly asked questions:

Related Features

For additional communication configuration:

Related Articles
Did this answer your question?