Bulk Communications

Quick Reference: Send SMS and email campaigns to multiple clients at once

📋 TL;DR - Quick Start

SMS Campaigns

1. Go to Clients → Send Bulk SMS
2. Select recipients (all clients or filtered list)
3. Write or choose template message
4. Review and send

Email Campaigns

1. Go to Clients → Send Bulk Email
2. Select recipients
3. Write subject line and email body
4. Preview and send

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Bulk SMS Campaigns

Step 1: Navigate to Bulk SMS

From your dashboard:

1. Click Clients in the sidebar
2. Click Send Bulk SMS button in the action menu (top right with message icon)

Step 2: Select Recipients

You have several options for targeting:

Option A: All Clients

• Click Select All checkbox
• Sends to every client with a phone number
• Review total count before proceeding

Option B: Filtered Clients

1. Use the search/filter tools
2. Filter by:
   • Date added (e.g., "clients added in last 30 days")
   • Last appointment (e.g., "haven't visited in 3 months")
   • Treatment type (if using tags/categories)
3. Manually check boxes next to selected clients

Option C: Individual Selection

• Manually check boxes next to specific clients
• Great for VIP clients or targeted offers

📊 Recipient Count: System shows how many clients will receive the SMS before sending.

Step 3: Compose Your Message

Write Custom Message

• Type your message in the text box
• Character Limit: 160 characters (1 SMS)
• Longer Messages: 161+ characters = multiple SMS (counts shown)
• Personalization: Use merge tags:
  • {firstName} - Inserts client's first name
  • {lastName} - Inserts client's last name
  • {businessName} - Inserts your clinic name

Example:

Hi {firstName}! 🌟 Special offer this week: 20% off all anti-wrinkle treatments. Book by Friday!  Reply BOOK to schedule. - {businessName}

Or Use Template

1. Click Choose Template
2. Select from your saved SMS templates
3. Edit if needed
4. Templates can include merge tags

💡 Pro Tip: Save frequently used messages as templates to save time!

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Step 4: Preview & Send

1. Preview Recipients

   • Review list of recipients
   • Remove anyone by unchecking their box

2. Preview Message

   • See exactly what recipients will receive
   • First name appears instead of {firstName} tag
   • Check message length (1 SMS = 160 chars, 2 SMS = 161-320 chars)

3. Cost Preview (if applicable)

   • See total SMS credits to be used
   • Each SMS = 1 credit
   • 161+ character messages = multiple credits per recipient

4. Send

   • Click Send SMS Campaign
   • Confirm in popup
   • System sends immediately

Step 5: Monitor Results

After sending:

• Success Message: Confirms total SMS sent
• Delivery Status: Check individual delivery in SMS History
• Error Notifications: If any messages fail (invalid numbers, etc.)

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Bulk Email Campaigns

Step 1: Navigate to Bulk Email

From your dashboard:

1. Click Clients in the sidebar
2. Click Send Bulk Email button in the action menu (top right with envelope icon)

Step 2: Select Recipients

Same process as Bulk SMS:

• All Clients: Select all checkbox
• Filtered Clients: Use search/filters + manual selection
• Individual Selection: Check boxes next to specific clients

📊 Recipient Count: System shows how many clients have valid email addresses.

⚠️ Important: Only clients with email addresses will receive the campaign. Clients without emails are automatically excluded.

Step 3: Compose Your Email

Subject Line

• Required: Email subject line (what appears in inbox)
• Best Practices:
  • Keep under 50 characters
  • Create urgency or curiosity
  • Avoid spam trigger words (FREE, $$$, ACT NOW)
  • Example: "Your Exclusive Treatment Offer Inside 🌟"

Email Body

• Rich Text Editor: Format with:

  • Bold, italic, underline
  • Bullet points and numbered lists
  • Headings (H1, H2, H3)
  • Links (clickable URLs)
  • Colors and highlighting

• Personalization: Use merge tags:

  • {firstName} - Client's first name
  • {lastName} - Client's last name
  • {businessName} - Your clinic name
  • {businessEmail} - Your clinic email
  • {businessPhone} - Your clinic phone

Example Email:

Hi {firstName},

We wanted to reach out with a special offer just for our valued clients!

**This Week Only: 20% Off Anti-Wrinkle Treatments**

As one of our favorite clients, you're invited to take advantage of this exclusive offer. Book your appointment by Friday and save 20% on all anti-wrinkle treatments.

**How to Book:**
- Call us: {businessPhone}
- Email us: {businessEmail}
- Book online: [Insert booking link]

We can't wait to see you!

Warmly,
The {businessName} Team

Add Images (Optional)

• Click Insert Image
• Upload logo or treatment photos
• Keep file size under 1MB for fast loading

Add Call-to-Action Buttons

• Click Insert Button
• Add "Book Now", "Call Us", "Learn More" buttons
• Link to your booking page, phone, or website

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Step 4: Preview & Send

1. Send Test Email

   • Click Send Test to Myself
   • Check how email looks in your inbox
   • Verify links work and formatting is correct

2. Preview Recipients

   • Review list one final time
   • Remove anyone by unchecking

3. Email Preview

   • See desktop and mobile preview
   • Merge tags show example values
   • Check all formatting

4. Send

   • Click Send Email Campaign
   • Confirm in popup
   • System sends immediately

Step 5: Monitor Results

After sending:

• Sent Confirmation: Total emails sent
• Delivery Status: Track opens and clicks (if tracking enabled)
• Bounce Reports: Invalid email addresses flagged
• Unsubscribes: Clients who opted out (automatically excluded from future campaigns)

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💡 Best Practices

General Communication Guidelines

Get Consent:

• ✅ Only message clients who've agreed to marketing
• ✅ Provide easy opt-out in every message
• ❌ Don't spam clients with daily messages

Timing Matters:

• Best Days: Tuesday, Wednesday, Thursday
• Best Times: 10am-2pm for emails, 11am-4pm for SMS
• Avoid: Early mornings, late evenings, weekends (unless urgent)

Frequency:

• Maximum: 1-2 marketing messages per week
• Ideal: 2-4 per month (every 1-2 weeks)
• Appointment Reminders: Don't count toward marketing limits

Compliance (UK):

• PECR Regulations: Require consent for marketing
• GDPR: Store data securely, allow opt-outs
• Opt-Out: Honor immediately (within 24 hours)

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SMS Best Practices

Keep It Short:

• Aim for under 160 characters (1 SMS)
• Longer messages cost more and get truncated

Clear Call-to-Action:

• "Reply BOOK to schedule"
• "Call us on 020 1234 5678"
• "Visit [short link]"

Include Business Name:

• Always sign off with your clinic name
• Recipients should know who's texting

Use Personalization:

• "Hi Emma!" is better than "Hi there!"
• Increases engagement 3-5x

Avoid Spam Triggers:

• ❌ ALL CAPS
• ❌ Multiple exclamation marks!!!
• ❌ Too many emojis 🎉🎊💥🔥
• ✅ Professional tone with 1-2 tasteful emojis

Test First:

• Send to yourself before sending to clients
• Check how it appears on mobile

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Email Best Practices

Subject Lines That Convert:

• ✅ "Emma, your exclusive 20% off expires Friday"
• ✅ "Your skin will thank you for this..."
• ✅ "Last chance: Anti-wrinkle offer ends tonight"
• ❌ "AMAZING FREE OFFER CLICK NOW!!!"

Email Structure:

1. Greeting: "Hi {firstName},"
2. Hook: Grab attention in first sentence
3. Value: What's in it for them?
4. Call-to-Action: What should they do next?
5. Sign-Off: Your name and clinic name

Mobile-First:

• 60%+ of emails opened on mobile
• Use large fonts (14pt+)
• Short paragraphs (2-3 sentences)
• Clear, tappable buttons

Images:

• Keep under 1MB total
• Use alt text for accessibility
• Don't rely solely on images (some email clients block them)

Links:

• Use descriptive link text ("Book your appointment" not "Click here")
• Test all links before sending
• Use URL shorteners for long links

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Segmentation Strategies

New Clients (0-3 months):

• Welcome series
• Introduction to services
• First-timer discounts

Active Clients (visited in last 3-6 months):

• New treatment announcements
• Seasonal offers
• Loyalty rewards

Lapsed Clients (6+ months since last visit):

• "We miss you" campaigns
• Comeback discounts
• New service announcements

VIP Clients (high-spend, frequent visitors):

• Exclusive early access
• VIP-only offers
• Birthday specials

Treatment-Specific:

• Anti-wrinkle clients → Botox news
• Dermal filler clients → New filler products
• Skincare clients → New product launches

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❓ Common Questions

Q: How do I know if a client has opted in to marketing? A: Currently, all clients in your database can receive marketing. Always confirm verbal consent before adding clients. We're adding opt-in/opt-out tracking soon.

Q: Can clients reply to bulk SMS? A: Yes! Replies go to your configured Twilio number. You can respond from the SMS page.

Q: Can I schedule campaigns for later? A: Not currently. Campaigns send immediately. We're adding scheduling in a future update.

Q: What if someone wants to unsubscribe? A: For SMS: They can reply "STOP". For Email: Manually remove them from future campaigns (we're adding automatic unsubscribe soon).

Q: How many SMS/emails can I send? A: No platform limits, but your SMS credits and email sending limits apply. Check your plan details.

Q: Can I see who opened my email? A: Email open tracking is coming soon!

Q: What happens if an email bounces? A: The system marks the email as invalid and won't send to that address again. You'll see a bounce report.

Q: Can I A/B test different messages? A: Not currently, but you can manually split your client list and send different versions to compare.

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🎯 Campaign Ideas

Welcome New Clients

Subject: "Welcome to [Your Clinic]! Here's what to expect..." Message: Introduction to your clinic, team, services, and exclusive first-visit offer

Birthday Specials

Subject: "Happy Birthday {firstName}! Your gift inside 🎂" Message: Personalized birthday discount or free add-on with next treatment

Seasonal Campaigns

• Spring: "Spring Skin Refresh: 15% off all facials"
• Summer: "Summer Glow: Book IPL before it's too late"
• Autumn: "Autumn Skin Reset: Peel season is here"
• Winter: "Winter Skin Rescue: Combat dry skin with..."

Re-engagement

Subject: "We miss you, {firstName}! Come back and save 25%" Message: Incentivize lapsed clients to rebook

Treatment Top-Ups

Subject: "Time for a top-up? Your anti-wrinkle is due" Message: Remind clients when their treatment is due for refresh (e.g., 3-4 months post-Botox)

New Treatment Launch

Subject: "Exciting news: We now offer [New Treatment]!" Message: Announce new services with introductory pricing

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🎯 Next Steps

• Create SMS Templates for faster campaigns
• Set Up Email Templates for consistent branding
• Book Appointments for respondents
• Track Campaign Performance (coming soon)

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🆘 Need Help?

If you encounter issues with bulk communications, contact support at: 📧 support@aestheti.cc

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Last Updated: 2025-11-10 Related Documentation: SMS Communications, Client Profiles, Email Templates