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Business Communications

Overview

Business Communications covers all automated messages sent to your business team to keep you informed about customer activities, system events, and operational updates.

Included in Business Pro, Flex and Max

Communication Channels

Email Notifications

Detailed business notifications via email

  • Comprehensive information about customer activities

  • Professional formatting with business branding

  • Actionable insights for business decisions

  • Historical records for reference and analysis

Best for:

  • New booking notifications

  • Payment processing updates

  • System alerts and warnings

  • Operational reports

SMS Alerts

Critical business alerts via SMS

  • Immediate delivery for urgent notifications

  • High priority system alerts

  • Payment failure notifications

  • Operational emergencies

Best for:

  • Payment processing failures

  • System errors requiring attention

  • Critical business alerts

  • Emergency notifications

Bulk SMS

Send messages to multiple customers at once

Petboost includes Bulk 1-Way SMS for sending messages to multiple customers at once:

  • Business Announcements for operational updates (holiday hours, policy changes, weather closures)

  • Marketing SMS for promotional messages with built-in consent management

  • Compliance tools including content analysis, opt-out handling, and send history tracking

See Bulk SMS guide for full details.

Message Types

Booking Notifications

New Appointment Created (Email)

  • Customer and pet information

  • Service details and pricing

  • Appointment date and time

  • Team member assignment

  • Direct link to appointment management

Online Booking Alert (Email)

  • Customer self-service booking details

  • Payment method verification status

  • Special requests or notes

  • Booking source and timing

Payment Notifications

Payment Processing Updates (Email)

  • Successful payment confirmations

  • Payment method changes

  • Refund processing notifications

  • Invoice generation alerts

Payment Declined Alert (SMS)

Payment failed:Sarah - Bella's Full Grooming Monday 15 JanuaryContact: 0412 345 678-System alert

Pre-Auth Declined Alert (SMS)

Pre-auth payment declined:Michael - Max's Training Session Friday 12 JanuaryCustomer notified.Ph: 0412 345 678

System Notifications

Automation Status Updates (Email)

  • Automatic Actions completion reports

  • Failed automation alerts

  • System performance notifications

  • Maintenance and update alerts

Operational Alerts (Email)

  • Capacity warnings

  • Resource availability issues

  • Team member schedule conflicts

  • Service delivery problems

Business Email Messages

New Appointment Notifications (Email)

  • When: When customers book appointments online

  • Content: Customer and appointment details, service requirements, special instructions

  • Purpose: Keep business informed of new bookings and requirements

Appointment Status Updates (Email)

  • When: When appointment details change

  • Content: Real-time updates on modifications, team member changes, service status

  • Purpose: Track appointment changes and service delivery

Payment Processing Alerts (Email)

  • When: When payments are processed or fail

  • Content: Payment success/failure notifications, refund updates, financial reports

  • Purpose: Monitor financial transactions and resolve payment issues

System Performance Alerts (Email)

  • When: When system issues occur or automations complete

  • Content: Automation status, system errors, capacity warnings, maintenance alerts

  • Purpose: Monitor system health and operational efficiency

Customer Communication Alerts (Email)

  • When: When customer feedback or issues arise

  • Content: Customer feedback, service delivery issues, special requests, follow-up items

  • Purpose: Manage customer relationships and service quality

Customer Note Notifications

When a customer note is added to a pet owner profile, Petboost can notify relevant staff via email or SMS. Configure note notification preferences in Settings → Booking Settings.

Appointment Update Notifications

When appointment details change (time, service, team member), the business receives email notifications with the old and new details.

Notification Triggers

Customer Activities

Appointment Events:

  • New appointment bookings

  • Appointment modifications

  • Cancellation requests

  • No-show incidents

Payment Events:

  • Successful payments

  • Payment failures

  • Refund requests

  • Charge disputes

Course Events:

  • New enrollments

  • Attendance tracking

  • Progress updates

  • Completion notifications

System Events

Automation Triggers:

  • Pre-hold funds validation

  • Auto-start appointment processing

  • Auto-complete appointment processing

  • Auto-payment processing

Operational Triggers:

  • Capacity threshold alerts

  • Resource availability warnings

  • Team member schedule conflicts

  • Service delivery issues

Message Content

Booking Notifications

New Appointment Details:

  • Customer name and contact information

  • Pet details and service requirements

  • Appointment date, time, and duration

  • Assigned team member and resources

  • Service pricing and payment status

  • Special instructions or notes

Online Booking Alerts:

  • Self-service booking confirmation

  • Customer profile information

  • Payment method verification

  • Booking source and timing

  • Any special requests or requirements

Payment Alerts

Payment Success:

  • Customer and appointment details

  • Payment amount and method

  • Transaction reference number

  • Receipt generation confirmation

  • Next steps and follow-up actions

Payment Failure:

  • Customer contact information

  • Failure reason and details

  • Recommended actions

  • Follow-up requirements

  • Alternative payment options

System Alerts

Automation Status:

  • Process completion confirmation

  • Success/failure details

  • Next steps in workflow

  • Manual intervention requirements

  • System performance metrics

Operational Issues:

  • Problem description and impact

  • Affected customers and appointments

  • Recommended solutions

  • Escalation procedures

  • Resolution timeline

Notification Timing

Immediate Notifications

Sent instantly when triggered:

  • New appointment bookings

  • Payment processing failures

  • System errors and alerts

  • Critical operational issues

Scheduled Notifications

Sent at specific times:

  • Daily booking summaries

  • Weekly performance reports

  • Monthly analytics updates

  • Quarterly business reviews

Conditional Notifications

Sent based on conditions:

  • Capacity threshold alerts

  • Payment failure patterns

  • Customer behavior changes

  • System performance issues

Message Customisation

Business Branding

Email Templates:

  • Company logo and colours

  • Professional formatting

  • Brand voice and tone

  • Contact information

  • Social media links

SMS Templates:

  • Business name identification

  • Professional tone

  • Clear action items

  • Contact information

Content Personalisation

Team Member Information:

  • Assigned staff details

  • Role-specific notifications

  • Department-specific alerts

  • Management-level summaries

Business Context:

  • Location-specific information

  • Service-specific details

  • Customer relationship history

  • Operational priorities

Notification Management

Delivery Settings

Email Preferences:

  • Notification frequency settings

  • Content detail levels

  • Delivery timing preferences

  • Escalation procedures

SMS Preferences:

  • Critical alert settings

  • Emergency notification preferences

  • Business hours restrictions

  • Contact information updates

Opt-Out Options

Notification Categories:

  • Non-critical system updates

  • Optional operational alerts

Note: Petboost now supports Bulk 1-Way SMS for business announcements and marketing messages with built-in consent management. See the Bulk SMS guide for details.

Critical Notifications:

  • Payment processing alerts

  • System error notifications

  • Security-related messages

  • Emergency communications

Best Practices

Message Management

Do:

  • Review notifications regularly

  • Respond to alerts promptly

  • Update contact information

  • Customise notification preferences

  • Monitor delivery success rates

Don't:

  • Ignore critical alerts

  • Over-customise notification settings

  • Disable important notifications

  • Delay response to urgent messages

Team Coordination

Communication:

  • Share notification responsibilities

  • Establish response procedures

  • Create escalation protocols

  • Train team on notification management

  • Regular review of notification effectiveness

Troubleshooting

Common Issues

Not receiving notifications:

  • Check email settings and spam folders

  • Verify phone number for SMS alerts

  • Review notification preferences

  • Contact support for technical issues

Notification delivery problems:

  • Verify business account settings

  • Check system configuration

  • Review notification limits

  • Contact support for assistance

System Integration

Email Delivery:

  • Verify SMTP settings

  • Check domain authentication

  • Review email service limits

  • Monitor delivery statistics

SMS Delivery:

  • Verify SMS service configuration

  • Check phone number formatting

  • Review SMS service limits

  • Monitor delivery success rates

Related FAQs

Have questions about communications? See these commonly asked questions:

Related Features

For additional business communication configuration:

Related Articles
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