Get texting
Texting is an optional add-on. Email support@allpaws.com and we’ll set up your number for you. See pricing for what it costs.
Text customers from Messages
- Click Messages in the top bar. Use Open, Closed and Unread to find a conversation, or click New conversation.
- Type your text, attach up to 5 photos if you like, and click Send. Each text shows whether it was sent, delivered or failed.
- When a text comes from a number you don’t know, use Assign to an existing customer or Create customer.
- Click Close when you’re done. A new text from the customer reopens the conversation.
Once a conversation is linked to a customer, the buttons on each photo or document they send let you Save to files, or use a vaccine record to Update vaccinations.
Use suggested replies
- Go to Settings › Messages › Texts and find Suggested replies.
- Check that Suggestions in message threads is on. In Notes for suggestions, add anything your settings don’t cover, like your cancellation policy or what to bring.
- Click Save changes.
Suggestions are in beta and are set separately for each location. Under a new text, a card drafts an answer from your own settings: your hours, closures, prices, services, packages, required vaccines and your notes. For a simple question, click Use draft to put the reply in the message box. For a booking request, it checks boarding and daycare availability and can open a new reservation filled in for you. For a cancellation or a date change, it offers the action, such as Cancel reservation or Apply new dates, which happens as soon as you click it. Once a booking or change is made, click Done, draft reply to put a reply in the box. Change the reply if you need to and send it yourself. Nothing is sent or changed until someone on your team clicks.
Not every text gets a suggestion, and texts to a number shared by several locations don’t get one.
Tips
- Some changes have to be made in the reservation. The card says why and gives you a button to open it, for example to cancel a booking with a deposit or a stay that’s checked in, to move a grooming appointment, or when the room isn’t free on the new dates.
- Cancelling from the card also emails the customer a cancellation notice.
- Any starter texts we add when we set up your number start turned off. A text you add yourself in Settings › Messages › Texts is on once you add it. Set your Sending hours there too.
- A text that only says STOP, CANCEL, END, QUIT or UNSUBSCRIBE turns off all texts to that phone number, your team’s included; it doesn’t cancel a booking. START turns them back on. STOPM stops only promotional texts and review requests, and STARTM restarts them.
- To use Messages, a person needs the Messages, Customer management and Phone permissions.