Notification sequences

A sequence is more than one message sent over time for the same thing. A reminder a week before, another the day before and a final one on the morning is a sequence rather than three separate settings.

Where it helps

• Appointment reminders, where one message is often not enough
• MOT reminders, where people mean to ring and then forget
• Anything with a deadline the customer will otherwise miss

Do not overdo it

Three messages about a haircut is nagging. Two is a reminder. Judge it by what you would want to receive about the same thing.

Vary the channel

A sequence works best when the messages differ. An email a week out and a text the day before feels like two useful nudges. Two identical emails feel like a fault.

Watch the cost

Every step in a sequence on a paid channel multiplies what you spend. A three-step SMS sequence costs three times a single text, for every booking.

Common questions

How many steps should a sequence have?

Two is right for most bookings. Three is worth it only where the customer is likely to forget entirely.

Can I stop a sequence for one customer?

A customer who has asked not to be contacted should be respected. Check their notification preferences and any suppression.

Do sequences apply to marketing?

Marketing goes through Campaigns. Sequences are for the service messages around a booking.