Overview
Salon Assistant includes built-in text messaging so you can communicate with clients directly from the platform. Clients can text your salon's dedicated number to book appointments, check on upcoming visits, or opt out of messages. The system automatically handles keyword responses, tracks consent, and keeps a full conversation history for every client.
Prerequisites
- Role required: Admin or Manager (requires access to Settings)
- Before you start: Your salon must have a dedicated phone number provisioned through the platform. Contact support if you do not yet have a text messaging number assigned.
- Compliance note: Text messaging is subject to messaging regulations. The system handles opt-in and opt-out automatically, but you should understand how consent works before sending messages.
Enable Text Messaging
Navigate to Settings from the left sidebar. Look for the Text Messaging or Communication section. Confirm that your salon has an active phone number assigned.
What you'll see: Your dedicated salon phone number displayed along with its current status (active or inactive). If text messaging is enabled, the status shows a green "Active" indicator.
Once active, clients can text this number and the system will respond automatically. You do not need to monitor a phone or reply manually for standard interactions like opt-in, opt-out, or help requests.
Understanding Client Consent
Before the system sends any text messages to a client, it must have their consent on file. Consent is tracked per client, per salon. The system records whether the client consented and how they consented.
| Consent Method | Description |
|---|---|
| Text message inbound | The client texts your salon number for the first time |
| Booking form | The client checks a consent box during online booking |
| In person | A staff member records consent on behalf of the client |
What you'll see: In the client's profile or conversation history, a consent indicator shows whether they have opted in. If a client has opted out, the system will not send them messages until they re-subscribe.
How Clients Opt In
When a new client texts your salon number for the first time, the system automatically sends a welcome message:
The system records their consent the moment they send that first message. If a client previously opted out, they can text START to re-subscribe. The system replies:
Managing Keywords
The system automatically recognizes and responds to several keywords. Clients just text a single word — no special codes needed. All keyword detection is case-insensitive.
| Keyword | Action | System Response |
|---|---|---|
| STOP, CANCEL, UNSUBSCRIBE, END, QUIT | Opt out | "You've been unsubscribed from Artie Beauty messages. Reply START to re-subscribe." |
| START, SUBSCRIBE, YES | Opt in | "You're subscribed to Artie Beauty appointment updates. Reply STOP to unsubscribe." |
| HELP, INFO | Get help | "Reply BOOK to make an appointment, CANCEL to cancel, STOP to unsubscribe." |
What you'll see: In the conversation history, keyword messages appear with their automatic responses. You do not need to take any action when a client sends a keyword.
Viewing Conversation History
Every text message sent or received is logged in the system. Navigate to a client's profile or the Messages section to see their full text message thread.
Each message shows the content, direction (inbound or outbound), delivery status, and timestamp.
What you'll see: A chronological thread of all messages exchanged with that client. If a message failed to deliver, it shows a red status indicator. Use this to verify reminders were received or check when a client opted in or out.
Tips & Best Practices
- Always honor opt-outs immediately. The system does this automatically, but never add a client back manually after they text STOP. Wait for them to text START on their own.
- Keep messages short and useful. Clients expect appointment reminders and confirmations, not marketing blasts. Respect their inbox.
- Record in-person consent carefully. If a client gives verbal consent at the front desk, make sure to log it in the system so the consent method is tracked.
- Review conversation history before calling. If a client calls with a question about a message, check the thread first so you have full context.
- Do not text clients who have opted out. The system blocks outbound messages to opted-out numbers, but be aware of this when planning any manual outreach.
- Check delivery status for failed messages. If a message shows "failed" status, the number may be invalid or blocked by the carrier. Follow up by phone or email instead.
- Train your staff on keyword behavior. Make sure front-desk staff know that STOP, START, and HELP are handled automatically so they can explain this to clients who ask.
Common Issues
| Issue | Solution |
|---|---|
| Client says they are not receiving messages | Check their consent status in the system. If they previously texted STOP, they need to text START to re-subscribe. |
| Client texted STOP by accident | Ask them to text START to your salon number. The system will re-subscribe them immediately. |
| Welcome message was not sent to a new client | The client may have texted a number not assigned to your salon. Verify the phone number in Settings. |
| Message shows "failed" delivery status | The phone number may be invalid, a landline, or blocked by the carrier. Contact them by phone or email. |
| Client received a message after opting out | Messages already in the delivery queue may arrive shortly after the opt-out is recorded. This is normal. |
| HELP response mentions features not yet available | The BOOK keyword is part of the upcoming booking-by-text feature. Clients can still book through the website or by calling. |
| Staff cannot find the conversation history | Ensure you are looking at the correct client profile. Conversation history is tied to the client's phone number and your salon. |
| Client texts from a different phone number | Each phone number is treated as a separate identity. The client will go through the consent flow again on the new number. |
| System is not responding to any text messages | Check that your salon's phone number is active in Settings. If it shows as inactive, contact support to reactivate it. |
| Consent method shows "unknown" | This can happen if consent was recorded before the tracking update. Re-confirm consent with the client and update their record. |
Related Journeys
- Booking an Appointment — Book appointments that trigger text message confirmations
- Rescheduling & Canceling — Changes that send text message notifications to clients
- Configuring Salon Settings — Manage your salon's phone number and messaging preferences
- QR Codes & Booking Links — Another way clients can reach your salon digitally