Automatic messages

Confirmations, reminders and thank-yous go out on their own — by SMS, email or through WhatsApp.

• individuallyScope
• AI and automationsArea
• 6 hours – 2 daysLaunch

Who this is for

Bookings, clinics, repeat services and e-commerce.

Problem

Clients forget about appointments and orders. This is most felt by reservations, clinics, recurring services and e-commerce — everywhere where the appointment is scheduled in advance.

What we do

We set up messages that go out automatically: confirmations, reminders and thank-yous.

What's included

Four steps:

• Scenarios
• Content
• Integration
• Launch

Timeline

Launch takes 6 hours – 2 days. Work is divided into scenarios, content, integration and launch.

Cost

What weighs here are the channels, the number of scenarios to write and how many messages actually go out in a month — because past a certain scale the sending provider's own cost joins in.

What you get

Fewer no-shows and more returns.

The formula for the cost of one no-show

Before calculating whether reminders pay off, it's worth calculating what a single no-show costs today. The formula, with no number from us:

• w — the value of the visit or order that didn't happen (the average ticket for that service at your business)
• p — the cost of the empty slot in the schedule, if it couldn't be filled by another client
• k — the cost of the message itself (SMS, email or WhatsApp), if your provider charges for it
• Cost of one no-show = w + p − k

If there's more than one such event a month, the same formula multiplied by their number shows how much the lack of a reminder really costs — and without guesswork, because w and p come straight from your own schedule, not from an estimate.

Three moments when a message works — and why the order matters

An automatic message doesn't work the same at every moment — three moments each have a completely different job, and mixing up their order ruins the effect of each one.

• Confirmation — sent right after booking, it removes the uncertainty of “did I actually book this” and is the first place to include how to cancel the appointment
• Reminder — sent a day or a few hours before the appointment, it reduces forgotten visits, but sent too early it fades from memory just like no reminder at all
• Thank-you — sent after the visit or order, it opens the door to a review and the next booking, but sent before the service is finished it looks like a system error

The same message can go out through four channels — how they differ

Choosing a channel isn't a matter of taste — it's about what the client actually expects and what it costs.

• SMS — reaches people without internet or installing anything, but costs per message and has a length limit
• Email — free in practice and allows longer content, but easily lands in a promotions tab or gets read after the deadline
• WhatsApp — the client sees the message quickly if they've already talked to you on that channel, but requires their consent to business contact in that app
• In-app or client-portal notification — costs nothing per message, but only works if the client actually has and opens that app

Combining two channels is usually the sensible approach: one as the main one, the other as a backup for when the first doesn't get through.

Consent to be messaged and the right to opt out — a condition without which we don't launch

An automatic message is marketing or transactional contact, not private correspondence, and we take that seriously from day one of implementation.

• Without the client's collected consent to be contacted through a given channel, we don't launch any automatic messaging to them on it
• Every message that isn't strictly transactional (e.g. the booking confirmation itself) includes a way to opt out of further messages
• Opting out takes effect immediately, not “within a few business days” — otherwise the client gets a message they already opted out of

This isn't a box to tick — it's a condition for launch: a scenario without consent and without an opt-out option stays in the project until both pieces are in place.

When automatic messages don't pay off

Some businesses won't benefit from this service, and it's better to check that before implementation.

• You have a handful of clients a month and know them personally — a call or a personal message works faster here than configuring a scenario
• The service is a one-off, non-repeating engagement (e.g. a large construction project) — there's no cycle for automation to pay off on
• You don't yet have one place holding appointment dates and client contact details — messages have nowhere to start from until that's in order
• Contact with the client is by design personal and frequent (e.g. project management) — an automated message alongside a live conversation feels artificial

What you need to have on your side

We write scenarios around your data, not the other way around.

• A client database with contact details and consent to be contacted on that channel
• A list of moments when someone today manually sends similar messages — that's a ready-made skeleton for the scenarios
• The wording, or at least the tone you use with clients — without it we fill the scenario with a neutral template
• One decision-maker who approves the wording and the sending schedule

How to check after a month whether the messages are working

Measure from your own data, not from the impression that “fewer people seem to not show up”.

• The number of no-shows in the same period a year earlier, or the month before implementation, counting the same day of the week
• The share of delivered and read messages out of all sent — from your SMS, email or WhatsApp provider's dashboard
• The number of opt-outs from further messages — a rising number of opt-outs signals something's off with the wording or frequency
• The number of reviews or repeat visits after the thank-you message, if you implemented that scenario

The most common mistake when launching automatic messages

The costliest mistake isn't bad wording — it's sending the same message to everyone regardless of whether the client already responded. A reminder sent to someone who already cancelled doesn't just waste a message — it shows the system and the calendar don't see each other, and the client is the first one to notice.

What this service doesn't do: it doesn't hold a conversation with the client, doesn't answer their questions in real time, and doesn't replace contact where the matter needs an individual arrangement. It sends what you decided in advance, at the moment you decided in advance — nothing more.

What you get

• Transactional copy for confirmations, reminders and thank-you messages
• Event rules that trigger each message
• Selected-channel integration, delivery tests and status logging

When the problem lies elsewhere

If your problem sounds different, neighbouring areas of the same system stand right next to it — AURA connects them to each other rather than selling them separately:

• AI reception and telephony — Answers the phone when no one can. Takes notes, schedules, qualifies and passes the case along with the full context.
• AI Chatbot — Site assistant that answers questions after hours, collects data and schedules contact. From the first sentence it says it's AI.
• Request automation — Form goes to CRM, notification to the right person, and task to the calendar. No manual retyping.
• AI lead qualification — AI evaluates and tags inquiries by potential before anyone starts calling back. The team starts with the best inquiries, not the newest.