Customizing your emails

Petsoft sends many email and text messages for you. Examples are booking confirmations, vaccination reminders, review requests, and payment receipts. Most of these messages are fixed. Petsoft writes them automatically, and you cannot change the wording. There are three places where you control the wording that Petsoft sends:

• The review request templates (described below)
• The message body of a marketing campaign
• The Messaging section under Settings. This section adds your own text to certain places in system emails and the portal. For example, it can add check-in instructions to every confirmation email.

Review request templates

Go to Organization > Settings, under Customer Reviews, to edit the two review request templates:

• An email version
• A text message version

Petsoft sends both templates about 2 to 3 days after a customer's first multi-day boarding stay. This timing is fixed. Daycare and grooming stays do not send these messages. You can rewrite the wording of either template to match your organization's usual style.

Using merge fields

Merge fields are placeholders. Petsoft replaces each one with real data when it sends the message. Review request templates use single brackets around a simple name:

Field	What it shows
[Pet Parent Name]	Sarah
[Pet Names]	Max, Bella
[Facility Name]	Happy Paws Downtown
[Organization Name]	Happy Paws
[Unique URL]	A link to your review page

You can use all five merge fields in both the text message version and the email version. In a text message, a long list of pet names can use up most of the character limit. Check the message length before you send it.

The campaign message body

You also write your own message when you create a marketing Campaign. Unlike the review request templates, this is an open text field. There is no saved list of message templates to reuse. Each time, you write the subject line for the email and the message body.

caution

Campaigns use a shorter, different list of merge fields. Only these four merge fields work in campaigns: [Organization Name], [Facility Name], [Pet Parent Name], [Pet Names]. Campaigns do not support [Unique URL]. If you type any other placeholder, Petsoft sends it as plain text.

See Campaign creation & management for details on writing and sending a campaign.

Still Need Help?

If you want to change the wording of a system email, and it is not covered above, open a support ticket:

Contact Support & Open a Ticket