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Send email and SMS messages to clients

Send SMS or email messages to clients from a case, including scheduling messages, managing sent notifications, and adding alerts to appointments.

Written by Connor Baeza

Before you start

📌 Note:

  • You must have the client’s mobile number or email address saved in their details to send messages.

  • Messages are sent from a do not reply sender, so include your contact details in the message if replies are needed.

Find the client and open their case

  1. Go to Client Tools.

  2. Select Find Client or Find Case.

  3. Search for and select the client.

  4. Click Show Cases.

  5. Select View Case on the relevant case.

You will be taken to the Manage Client Case screen.

Send an SMS message

  1. Scroll to the Notifications section at the bottom of the case.

  2. Click + SMS Alert.

  3. Check the To field. This will auto fill if a mobile number is saved.

  4. Update the Send at date and time if you want to schedule the message.

  5. Enter your message in the Message field.

  6. Update the Append field if required, this defaults to your hub name.

  7. Add a contact number in the message so the client can respond if needed.

  8. Click Send.

Once sent or scheduled, the SMS will appear in the Notifications table, where it can be edited, copied, or deleted.

Send an email message

  1. Scroll to the Notifications section.

  2. Click + Email Alert.

  3. Check the To field. This will auto fill if an email address is saved.

  4. Update the Send at field if scheduling is required.

  5. Enter your message in the Message field.

  6. Update the Append field if needed.

  7. Add a contact email address or phone number in the message body.

  8. Click Send.

The email will appear in the Notifications table and can be managed if needed.

Manage sent and scheduled messages

All messages, SMS and email are listed in the Notifications table. From here, you can:

  • Edit a scheduled message

  • Copy an existing message

  • Delete a message

Send notifications for appointments

You can also send notifications linked to client appointments.

Add notifications to an existing appointment

  1. Open the client’s Manage Client Case screen.

  2. Locate the appointment and click to edit it.

  3. In the Edit Case Appointment screen, go to Alerts & Notifications.

  4. Add an SMS Alert or Email Alert using the same steps above.

  5. Save the appointment.

The notification will be shown in the Alerts column.

Create a new appointment with notifications

  1. Create a new appointment within the case.

  2. Add alerts in the Alerts & Notifications section.

  3. Save the appointment.

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