This guide shows you what your client sees when they receive a Fully Booked SMS, so you can set their expectations and answer questions about how it works. It covers the booking flow from the client's perspective, including what happens if the slot is no longer available when they tap the link.
A client has received a Fully Booked SMS, here's what they see
When a slot opens up
When a booking is cancelled, Fully Booked identifies the upcoming gap up to 2 weeks in advance and selects the client from your existing client list who is the best match for that slot. It then sends them an auto-generated, personalised SMS. This includes the date, time, service, and staff for the slot, along with a booking link.
When the client clicks on the link
The client clicks on the link and lands on a booking confirmation page which will display the appointment details.
If the client would like to book the slot, they will need to pay for the for the appointment in order to secure the booking. Once payment is made, the booking is automatically confirmed in your appointment book, where you will receive a notification.
If the slot is already taken
If the slot is taken before the client taps the link, they see a message explaining the slot is no longer available and will offer 3 alternative times that might suit them.
Client protection limits
To protect clients from message fatigue, the system limits how many Fully Booked messages a client can receive: no client will get more than two in a 30-day window. There's also a minimum gap of seven days between messages to the same person.
Things to note
You will need to have Fully Booked Enabled for your salon.
Troubleshooting
A client says the booking link didn't work
The booking link is valid for two hours from the time the SMS was sent.
If a client clicks the link within the two hour window but receives a “This link has expired” message, please contact Kitomba Support.
A client says they don’t want to receive these messages anymore
Every Fully Booked SMS includes an opt-out footer at the end of the message: Reply "STOP" to opt-out.
A What happens when a client responds STOP
When a client replies STOP, they are immediately opted out of marketing messages from your business. No further action is required from you or your team. Because Kitomba uses a shared opt-out field across its marketing SMS features, a client who opts out of Fully Booked will also stop receiving other marketing messages you may send.
Note: This setting does not affect appointment reminders, and so your clients will still receive reminders for their appointments.
Related Guides
How to Enable Fully Booked for your Salon
Receiving a Fully Booked Booking in Kitomba 1
Reading the Fully Booked ROI Dashboard
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