How to set up an automatic message
An automation is a rule you set once, and then the message sends itself: a birthday greeting, a monthly reminder, or a nudge to a customer who has not returned.
Step by step
Where to start
The menu at the top of the screen, "Quick navigation", search "Automations"
Open "Automations"
In the menu (three lines at the top of the screen) tap "Quick navigation" and search "Automations", or tap the "Automated messages" icon on the "Campaigns" screen. In the "For customers" tab tap "New automation".
Choose "When"
Under "On a date": "Customer birthday", "Monthly, on a fixed day", "A date on the customer card" and "Customer hasn't been back". Under "When something happens": "Form submitted", after a customer fills in a form, and "New customer".
Choose "Who"
The message goes to "All customers", or only to those who match the conditions you add with "Add condition": a tag, gender or a booked service. The screen estimates how many customers match right now.
Write the message
Choose SMS or WhatsApp and write the text. Tapping a variable, such as the customer's name, inserts it into the message, and the preview shows exactly how it will look.
Mark the message type
"Marketing" goes only to customers who opted in, with the advertisement label and an opt-out link as the law requires, and "Operational" is a service message that goes to every matching customer. Birthday and win-back messages are always marketing.
Send a test, then switch it on
In "Review" tap "Send me a sample", read it on your phone, and only then tap "Save & activate". With your first marketing rule you are asked to confirm that you are the advertiser and responsible for the content. A business that is not approved yet does not get the sample either: see the question about the one-time approval below.
More on this topic: SMS Marketing · Automated Messages
Tips from the field
Automations are available on Professional and above.
Start with one rule. An automation that works is worth more than five you are unsure about.
SMS automation messages count against your plan's monthly SMS allowance, like a campaign, and the sample counts too.
A rule that is switched off does not count against the active-rule limit.
In the "For me" tab you can set a reminder for yourself, such as posting something every week. It reaches you as a notification in the app, and nothing is sent to your customers.
Common questions
How many rules can I run?
How many rules can I run?
Professional allows up to 5 active rules, Premium is unlimited. Free and Basic do not include automations.
What is the difference between marketing and operational?
What is the difference between marketing and operational?
Marketing is a promotion, greeting or offer, so it only goes to people who opted in and is labelled as an advertisement. Operational is a service message such as a change in opening hours. The classification is your call.
A customer asked to stop receiving these. What happens?
A customer asked to stop receiving these. What happens?
A customer who unsubscribed receives no further marketing messages, and that is enforced automatically on every rule.
Why does it say automations need a one-time approval?
Why does it say automations need a one-time approval?
Before automations can message your customers, the Timing team approves each business once, to keep customers safe from spam. Tap "Send a request" on the notice on the automations screen. Until then your automations stay saved and nothing is sent, the sample included.
Related guides
How to message all your customers
A promotion, a change of hours or an important update: a campaign is one SMS message sent from the app to the customers you choose.
How to add your own field to the customer card
Custom fields are extra details you keep on each customer beyond what Timing stores: allergies, who referred them, a membership number or hair type.
How to build a customer form
A form is a questionnaire filled in before the visit, like a health declaration or consent. Build it once, send it as a link or automatically on booking.
Not using Timing yet?
Setting up in Timing takes about 3 minutes, and you can start free.