Campaigns talk to many people at once. For one person, press Send a message on their profile, or Message customer on any booking.
Email or SMS
Pick the lane at the top. Email gives you a subject and a proper editor; SMS is short and lands on their mobile. A person with no email opens straight onto SMS, and someone with no mobile can't be sent by SMS. SMS is part of the paid plan.
Start from a template, or just write
Templates arrive ranked by the customer's situation: a welcome before a first visit, a note about the booking they have coming, a thank-you, a nudge to rebook, a we-miss-you. Pick one and it's rendered with their real details, so what you see is exactly what sends. Or choose Just write and start from nothing. Your own saved templates sit in the same list. Make them under Settings → Messages → Message templates; owners, managers and front desk can also save one from a message they've written, with Save as template.
Fields
Insert field drops in their first name, your business name, your booking link, their referral link, or their own link to any of your forms, such as {{lash consent form}}. Fields fill in per person, so a template written once reads right for everyone.
Who can receive what
A message about an upcoming booking reaches them even if they unsubscribed from marketing; it's about their own visit. Anything else respects their marketing choice and the daily sending limit. The dialog tells you before you send if a message can't go.
Afterwards
Every message lands on the customer's Messages tab with its delivery status, so anyone on the team can see what was said. Replies to an email come to your business email. Replies to an SMS land on the Messages tab and ring the bell, and can reach you by email or SMS too; choose under My notifications.