📝 Overview

SMS lets you text your customers straight to their phones. You can send automated notifications, such as booking confirmations, waitlist updates and class reminders, and broadcast SMS messages to the customers you choose.

This guide covers which countries SMS is available in, pricing, setting SMS up on your account, the messages you can send, and how to track them.

💡 SMS is an add-on feature. A per-message rate applies, billed monthly alongside your subscription, and you can enable or disable it at any time.

🌍 Supported Countries & Pricing

SMS is available for businesses based in the United Kingdom, the United States, Canada, Spain, France, Germany, Ireland and the Netherlands. The way your sender number works, and the price per message, depends on your country.

Spain, France, Germany, Ireland & the Netherlands	Sender: an Alphanumeric Sender ID, such as your business name. Rate: 0.10€ per SMS. Monthly minimum: 15€.
United Kingdom	Sender: a +44 mobile number, once your compliance details are approved. Rate: £0.07 per SMS. Monthly minimum: £10.
Canada	Sender: a local number with the area code you choose. Rate: $0.05 per SMS. Monthly minimum: $15.
United States	Sender: a toll-free number, once your details are verified. Rate: $0.05 per SMS. Monthly minimum: $15.

If your monthly spend is less than the minimum for your country, you'll be charged the minimum. SMS charges appear as a line item on your monthly invoice.

⚠️ SMS isn't available in other countries yet.

If your business is based outside the countries above, you won't be able to enable SMS, and the SMS option won't appear when you contact customers from the Customer List. You can still send broadcast emails.

👀 Can't see your country on this list? We'd love to hear from you. Please log your feedback in our Product Feedback Portal.

🛠️ Setup

Setting up SMS takes three steps: enable the feature for your country, choose which automated messages to send, and ask your customers to opt in.

Click the arrow to learn how to set up SMS on your account

1️⃣ Enable SMS for Your Country

Head to Pro Tools ➜ SMS. This page shows the pricing for your country and what you need to provide to enable SMS.

Spain, France, Germany, Ireland & the Netherlands

In these countries, SMS messages can't be sent from a standard phone number, so they use an Alphanumeric Sender ID instead. This is your business name or brand, shown as the sender of your messages. We'll suggest one for you, and you can change it to whatever you like before enabling SMS.

⚠️ Once you've enabled SMS, the Alphanumeric Sender ID can't be changed. We recommend using your business name, so customers know the message is from you.

💡 For the full step-by-step guide, see here.

United Kingdom

To comply with UK regulations, you'll complete a form with your business details, including your website and Company Registration Number (or your HMRC number if you're a sole trader not registered with Companies House), and upload proof. Your details are then reviewed by the SMS carrier, and your SMS service starts once approved.

💡 For the full step-by-step guide, see here.

Canada

Enter an area code and click Generate ➜ select your preferred local number ➜ click Enable SMS. This is the number your customers will see when they receive an SMS from your business.

💡 For the full step-by-step guide, see here.

United States

To comply with US regulations, you'll provide general business information for the use of a toll-free number. You'll see a yellow banner with more information on these rules. Your details are then verified by our SMS partner, and the banner disappears once SMS is ready to use.

💡 For the full step-by-step guide, see here.

2️⃣ Choose Your Automated Messages

Head to Communications ➜ SMS ➜ select the message types you'd like to send ➜ click Save. Hover over the 'i' icon next to each type for more information, and come back to this page at any time to change your selection.

3️⃣ Ask Customers to Opt In

SMS is turned off for customers by default. To receive your messages, customers need to verify their phone number and opt in from the Notifications tab of their account, so it's worth letting them know SMS is now available.

💡 You can share our customer guide on setting up SMS here.

🔔 Automated SMS Notifications

Once you've chosen your message types, automated SMS notifications are sent to opted-in customers when something changes with their booking.

Click the arrow to learn more about the automated messages

Waitlist updates. When a waitlist spot becomes available, expires, is removed or is confirmed.
Registration confirmation. When a customer registers for an event.
Event cancelled or event details changed. When you cancel or edit an event and choose to notify attendees.
Reminder. Sent 3 hours before an event starts. This timing can't be adjusted.

Waitlist, registration confirmation and reminder messages send automatically. For cancelled or changed events, select Notify attendees when you cancel or edit the event from the Calendar.

💡 The content of automated messages can't be edited, and SMS messages are limited to 160 characters.

📣 Broadcast SMS

Broadcast SMS lets you write your own message and send it to the customers you choose, which is handy for closures, schedule changes and promotions. Broadcast SMS messages are charged at your standard SMS rate.

🔔 You can now send broadcast SMS from the Customer List. Select your customers or a saved segment, then text them without leaving the page.

Click the arrow to learn how to send a broadcast SMS

📋 From the Customer List

Before you start, check that:

You're an Owner or Admin.
Your account has a payment method on file. This option isn't available on a trial.
Broadcast messaging has been enabled on your account by our support team.
SMS is enabled on your account.

To send your message:

Head to Customers ➜ Customer List.
Tick the customers you'd like to message, or open a saved segment tab.
Click Contact Customers and select the SMS tab.
Check who the message is going to in the Send to field. Tick Send to all to message everyone in your current view.
Write your message, keeping to the 160-character limit.
Review the number of eligible customers and send your message.

💡 If you tick This is a marketing message, customers who've opted out of marketing messages won't receive it. Placeholders are only available for emails. For the full Customer List guide, see here.

💬 From the SMS Page

You can also send a broadcast from Communications ➜ SMS ➜ Broadcast Message, where you select your customers, write the message and preview it before sending.

💡 For the full step-by-step guide, see here.

📊 Reporting

The SMS Messages report lists every SMS sent to your customers over any timeframe, including automated notifications and broadcasts. Head to Reports ➜ Communications ➜ All SMS Messages.

Click the arrow to learn more about the report filters

Customer. Search for a specific customer.
SMS Type. Select one or more types, including Broadcast Message, the waitlist messages, Registration Confirmation, Event Cancelled, Event Details Changed, Reminder and Verification Code.
SMS Status. Sent, Delivered, Failed (the SMS provider couldn't deliver it) or External error (our request to the SMS provider failed).

Click Download in the top-right corner to export the report.

💡 Broadcasts sent from the Customer List also appear in your Activity Feed and update each customer's Last Broadcast column.

🧑‍💻 Customer View

Customers choose which SMS messages they receive from My Account ➜ Notifications ➜ SMS, after verifying their phone number.

To receive broadcast SMS, customers need to turn on Broadcast Messages. Broadcasts marked as marketing messages are only sent to customers who've also opted in to Marketing SMS.

💡 You can share our customer guide on managing notifications here.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.