How to Set Up Two-Way SMS Messaging for Your Salon

Activating Messages Plus takes under two minutes. Once subscribed, you'll be assigned a dedicated phone number that all outbound SMS will come from.

1. 1Navigate to **Settings > Messages Plus** in your Bella Booking dashboard
2. 2Review the subscription details and click **Subscribe**
3. 3Your dedicated number is assigned automatically — you'll see it displayed on the Messages Plus settings page
4. 4All future outbound SMS (reminders, confirmations, and manual messages) will be sent from this number
5. 5Give it a test — send yourself a message from the **Messages** page to confirm it's working

Once your number is active, encourage clients to save it in their contacts under your salon name. This builds trust — clients are far more likely to read and reply to messages from a recognised number than an anonymous one.

Not every reply needs a human response. Messages Plus automatically recognises common keywords in client replies and handles them for you.

Confirmation keywords

When a client replies **YES**, **Y**, or **CONFIRM** to an appointment reminder, the appointment is automatically marked as confirmed. The client receives an acknowledgement, and you see the status update on the scheduler.

Opt-out keywords

Replies of **STOP**, **UNSUBSCRIBE**, **OPT OUT**, or **CANCEL** automatically opt the client out of future SMS messages. This is a legal requirement in most jurisdictions and is handled instantly — no manual intervention needed.

Decline and other keywords

If a client replies **NO** or **N** to a reminder, the message is flagged for your attention in the inbox. This lets you follow up personally — perhaps the client wants to reschedule rather than cancel outright.

Campaigns let you send a single message to a group of clients at once. They're ideal for last-minute openings, seasonal promotions, or re-engagement outreach.

1. 1Navigate to **Messages > Campaigns**
2. 2Click **New Campaign** and give it a name (for your reference only — clients don't see it)
3. 3Select your audience — you can filter by last visit date, services booked, or use a saved client segment
4. 4Compose your message using personalisation tokens like **{{FirstName}}** and **{{BusinessName}}**
5. 5Preview the message with a sample client to check how it reads
6. 6Choose **Send now** or schedule for a specific date and time
7. 7Review the estimated credit cost and confirm

Campaign messages are sent from your dedicated number, so replies from clients flow back into the conversation inbox. You can respond individually to anyone who replies.

Two-way messaging is a direct line to your clients. Used well, it builds loyalty and fills gaps in your schedule. Used poorly, it gets you blocked. Here's what works.

1. 1**Keep it personal** — use the client's first name and reference their specific service or stylist where possible
2. 2**Be concise** — aim for one SMS segment (160 characters). Clients scan messages on their lock screen; if the key information isn't visible in the preview, they won't tap in
3. 3**Time it right** — send campaigns during business hours (9am-6pm). Avoid early mornings, late evenings, and Sundays
4. 4**Include a clear call to action** — "Reply YES to book" or "Call us on [number]" gives the client an obvious next step
5. 5**Don't over-send** — one or two campaigns per month is plenty. More than that and clients start opting out
6. 6**Respect opt-outs immediately** — it's the law, but it's also good business. A client who opted out of SMS may still book online or by phone

This message works because it's personal, specific (day, time, stylist), creates mild urgency (cancellation = limited availability), and has a clear one-word call to action.