Client messages: emails and the sent log

The emails

Booking confirmation, Appointment reminder (2 hours to 3 days before; booked too late for that, it goes 2 hours before instead, or not at all if that’s within 30 minutes), Appointment changed, Cancellation, Payment receipt and Invoice (with a PDF), plus Unfinished booking and Unfinished gift card order (see Unfinished bookings and gift card orders). Confirmations, reminders and changed appointments have buttons to add it to Apple, Google or Outlook calendars. Your logo and colours are used. Confirmations, reminders and changed appointments also have a Change or cancel button, when clients can change or cancel online (see Online booking). Every email ends with your contact details and a short line saying why the client got it and that they can reply or call you, which also helps keep emails out of spam. Every email ends with your copyright line (© this year, your business name, All rights reserved.), as do your website, the “back soon” page and every page clients open from your emails and texts: booking, consent forms, Manage my booking and Manage my data.

Changing them

Client emails, text messages and the sent log are together in one tab, Client messages, with Emails, Texts and Sent log across the top. Admin → Website & messages → Client messages → Emails: switch each on or off, Edit wording (write the message like a normal document, with B for bold, bullet points and links, and Insert to add the client’s name, the date and so on as tags that are filled in for each email), Preview, Send me a test, or reset to the standard wording. Set where replies go and where tests are sent. Changes aren’t kept until you tap Save in the bar at the bottom (Discard throws them away).

Unfinished bookings and gift card orders

1. 1When someone books on your website and goes to the card payment page, but leaves without paying, the booking isn’t made and nothing is taken. Unfinished booking emails them once, with a Finish booking button that opens booking the same treatment on your website. Their time may have gone by then, so they pick it again or choose another.
2. 2Unfinished gift card order does the same for gift cards: one email to the buyer, with a Finish your order button that opens the gift card basket on your website.
3. 3Admin → Website & messages → Client messages → Emails, under Unfinished booking and Unfinished gift card order: switch each on or off (both are on to start with), and choose when it goes: 1, 2, 4 or 12 hours, or 1 day, after they left the payment page. Edit wording, Preview and Send me a test work as for your other emails. Save in the bar at the bottom.
4. 4It only goes to people who got as far as paying by card online, and only once. It isn’t sent if they’ve booked (or bought gift cards) since, and never includes anything about their health. The email says why they got it.
5. 5About 30 minutes after they reached the payment page (once its hold on the time is over), the email shows in the Sent log as Scheduled, with when it goes, and Cancel stops it. If they pay, book or buy before then, or you switch the email off, it’s marked Not needed instead.
6. 6Unpaid website bookings never go in your calendar. Their details are deleted 7 days after they were made.

Write with AI

In Edit wording, tap Write with AI in the bar above the Message. It writes the email and suggests a subject line (untick Use this subject line to keep yours) using the Insert details, like the client’s first name and the appointment time, so they’re filled in for each client. It never puts anything about a client’s health in an email. Check it, use it, then Save.

Send from your own address

Sending from your own address is on the Team and Group plans. On Solo, this card says so with See plans, and emails go from Pulosa’s address in your business name (replies still come back to Messages). Move to a plan without it and emails go back to Pulosa’s address; your address stays saved, so it switches straight back on if you move up again.

1. 1Admin → Website & messages → Client messages → Emails, under Send from your own address. Type the address you want client emails to come from (for example bookings@glowstudio.co.uk or hello@glowstudio.co.uk) and tap Use my email. It doesn’t need to be a real inbox: replies go to the address in Replies go to.
2. 2Pulosa shows three records (one MX and two TXT), each with a Copy button. Add them where you bought the domain; choose your provider for the steps. They go on their own names, so email you already get keeps working, and nothing you already have needs changing.
3. 3Pulosa keeps checking by itself, or tap Check now. Once it says Verified, emails to your clients come from that address, and the records fold away under DNS records (tap it to see them). To change the part before the @ later, edit Send from and tap Save. Replies still go to the address in Replies go to.
4. 4Until then, nothing changes: emails go from Pulosa’s address in your business name. Stop using it (it asks first) goes back to that.

Your enquiries address

Your enquiries address is on the Team and Group plans. On Solo, the card says so with See plans; your website’s messages and replies to your emails still arrive in Messages. Microsoft 365 and Google Workspace sometimes block forwarding to outside addresses: if emails don’t arrive, your admin needs to allow automatic forwarding. Clients sometimes write about their health in emails: don’t repeat it in your replies.

1. 1Admin → Website & messages → Client messages → Emails, under Your enquiries address: switch it on. Pulosa gives you your own Pulosa address, with a Copy button.
2. 2In your email (Gmail, Outlook, Microsoft 365 or your email provider), forward your own address, like hello@yourbusiness.co.uk, to your Pulosa address and keep a copy in your inbox. Open the steps for your provider under the address.
3. 3Gmail first sends a confirmation email to your Pulosa address. It arrives in Messages within a minute or two: open it, copy the confirmation code and type it into Verify in Gmail’s forwarding settings, then choose to forward a copy.
4. 4From then on, every email to your address also arrives in Messages, marked By email and Client or Lead. An email from the same person with the same subject joins its conversation. Reply from Messages and it’s emailed to them; their answer comes back into the conversation.
5. 5Left out: newsletters and mailing lists, automatic replies, no-reply senders, emails that fail the sender’s security checks, and Pulosa’s own emails to you. Attachments stay in your own inbox and aren’t shown in Messages.
6. 6Switch it off (it asks first) and the address stops working; the messages already there are kept. Switching it on again gives you a new address, so set up forwarding again.

Alerts to you and your team

New enquiry alerts email you when a website message arrives. Holiday emails to your team send holiday requests and decisions.

The sent log

Admin → Website & messages → Client messages → Sent log lists every email sent or scheduled, including consent form links and new starter links: Scheduled, Sent, Failed, Cancelled or Not needed. It also lists tests, enquiry alerts, holiday emails, replies from Messages and marketing emails. Search by email address, filter by kind, and tap Cancel on a scheduled email. Refresh fetches the latest (it says Up to date when it has). Booking emails that also go by text show a small Text sent badge, or Text not sent with the reason underneath, for example No text credits left or The mobile number wasn’t accepted. Cancelled emails are cleared after 30 days, and sent and failed ones after 12 months, or the time you choose under Keeping the sent log at the bottom of the page: 1, 3, 6 or 12 months (older ones are cleared straight away, then every night). Clear sent log takes everything off it at once, after asking: sent, failed, cancelled and not-needed emails and their texts. Emails and texts still scheduled to go stay and still go, and clients’ records aren’t affected. The log only holds who an email went to, what kind and when (the wording is wiped once it’s sent), and keeping it lets you show a client their reminder went.

In the app

Client emailsThe sent log