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SMS Messaging

This page explains how to connect Twilio, create SMS templates, assign them to events, and send a one-off SMS to a client.

Navigation label — SMS Templates / SMS Events: EN: SMS Templates / SMS Events · IT: Modelli SMS / Eventi SMS · FR: Modèles SMS / Événements SMS · DE: SMS-Vorlagen / SMS-Ereignisse · ES: Plantillas SMS / Eventos SMS · PT: Modelos SMS / Eventos SMS · NL: SMS-sjablonen / SMS-gebeurtenissen

Before you start​

SMS messaging works the same way as the existing Email system, using Twilio as the provider. You'll need a Twilio account with an Account SID, Auth Token, and a phone number ("From Number") before SMS can send.

Current coverage: SMS is currently wired into only two flows — password reset and client invite — the same two flows Email actually covers today. Other events (booking confirmations, class reminders, etc.) are not yet sending SMS, even though they appear in the SMS Events list; assigning a template to those events has no effect until that flow is built.

Connecting Twilio​

  1. Go to Settings in the left sidebar.
  2. Open the SMS (Twilio) tab.
  3. Fill in:
    • Account SID
    • Auth Token — leave blank to keep the currently saved token unchanged
    • From Number — your Twilio phone number, e.g. +15551234567
    • Enable SMS — toggle on
  4. Optionally, enter a Test Phone Number and click Send Test SMS to confirm the connection works.
  5. Click Save.

The Auth Token is never shown in full once saved — it displays masked (e.g. ••••1234) on reload, and saving the form again without retyping it leaves the stored token untouched.

SMS Templates​

Templates are reusable message bodies you can assign to events or reuse in manual sends.

  1. Go to SMS Templates in the left sidebar (under Marketing).
  2. Click Create Template.
  3. Enter a Name and the Message body. You can use {{variable}} placeholders.
  4. As you type, a live character count and estimated SMS segment count is shown — useful since carriers bill and split messages per 160-character segment (fewer for messages using non-GSM characters).
  5. Click Create.

A template that's currently assigned to an event (see below) cannot be deleted — unassign it from the event first.

SMS Events​

Event assignments map an event type to a template, the same way Email event assignments work.

  1. Go to SMS Events in the left sidebar (under Marketing).
  2. For each event type in the list, choose the template to send when that event occurs, or leave it as No template assigned.

Remember: only password_reset and client_invite actually trigger a send today (see "Current coverage" above), regardless of which events show a template assigned here.

Sending a one-off SMS​

Use this for an ad-hoc message to a single client — no template or event required.

  1. Go to Clients and open the client's profile.
  2. Click Send SMS. This action only appears if the client has a phone number on file.
  3. Type your message.
  4. Click Send.

What if something goes wrong?​

Send Test SMS fails Double-check the Account SID, Auth Token, and From Number are correct and that SMS is enabled. A Twilio-side error (invalid credentials, unverified number, etc.) is shown as a plain-language failure message, not a raw Twilio error.

Saving Settings seems to have cleared my Twilio token This should not happen — saving the SMS tab only updates the Auth Token if you actually typed a new one. If you still suspect it, re-enter the token and save again, then confirm with Send Test SMS.

Send SMS doesn't appear on a client's profile This action only shows when the client has a phone number recorded. Add a phone number to their profile first.

I assigned a template to an event but nothing sent Confirm the event is one of the two currently wired-in flows (password reset, client invite) — other events don't send SMS yet even with a template assigned.