SMS Automation
Automation decides which texts send on their own and when. Instead of remembering to text every customer, you tell Fuze once: "Whenever an order is ready, text the customer," and it happens.
Before you start
- The SMS add-on is active.
- The SMS · Modify permission.
Steps
Turn on the message types you want
Go to Configurations → SMS → Automation. Decide which categories may text customers automatically: Orders, Events, Refunds, Waiting list. A category left off stays manual-only.
Pick the exact triggers
Within each allowed category, switch on the specific moments you care about, such as "order ready" but not "order accepted". Keep it focused: every automatic text spends Wallet points.
The auto-send triggers list — screenshot coming soon
Set reminder times for bookings
Add reminder times, such as 24 hours and 2 hours before the appointment. You can add up to five, each up to 30 days before.
The booking reminder times — screenshot coming soon
Save
Save your settings. From now on qualifying events text customers on their own.
The Automation screen after saving — screenshot coming soon
What happens next
- There is one message per situation: 8 order updates (created, pending, on hold, processing, ready, shipped, completed, closed), 7 booking updates (scheduled, rescheduled, checked in, in progress, completed, cancelled, reminder), refund completed, and waiting list joined and called. Booking creation and confirmation do not text.
- Ticking refund completed sends the text when the refund's last payment is recorded.
- Automatic texts still respect the suppression list, are never charged if they do not send, and the same message is never sent twice for the same event.
Edge cases
- By default nothing sends on its own. Each update must be ticked.
- Unticking every message type allows them all. To allow none, leave the SMS dispatch switch off in Settings instead.
- Reminders need times. The default reminder times are never used. Reminders go out only once you pick times.
- Manual sending always works. Even with automation off, staff can send by hand with Notify on an order or Send SMS on a queue entry.
- The "you're in the queue" text is controlled by Auto-send SMS on join under Preferences → Order → Waiting list, not here.
- Start small. Enable "order ready" and one reminder, then expand. Two reminders, a day and an hour before, cut no-shows without feeling spammy.
- Reminders are checked every five minutes.
Works with
| Add-on or plan | What changes on this page |
|---|---|
| SMS Notifications add-on | Required to send texts and use the SMS screens. It is free and included in the free trial. Without it every SMS screen and call is refused. |
| Events (Starter and up) | Booking updates and reminders need a plan with events. |
| Waiting List add-on | The joined and called texts. |