When we launched Petboost, SMS was simple: send reminders, send confirmations, done. Over the past six months, it has evolved into a complete communication platform. The feature set has grown significantly, and we have had multiple requests for a single guide that covers everything.
This is that guide.
The SMS Stack at a Glance
Here is everything Petboost can do with SMS today:
| Capability | Description | Requires Messaging Pro? |
|---|---|---|
| Appointment reminders | Automated SMS before appointments | No |
| Booking confirmations | Automated SMS when a booking is made | No |
| Custom messages | Ad-hoc SMS to any client | No |
| 2-way conversations | Threaded inbox with client replies | Yes |
| Dedicated phone number | Your own Australian number | Yes |
| Confirmation by reply | Client confirms appointment via SMS reply | Yes |
| Cancellation by reply | Client cancels appointment via SMS reply | Yes |
| Bulk SMS | Send to multiple clients at once | No |
| Payment links | Send invoice payment links via SMS | No |
| Cancellation fee links | Collect cancellation fees via SMS | No |
| Review requests | Send Google review links via SMS | No |
| Recovery messages | Re-engage abandoned bookings via SMS | Yes |
1. Messaging Pro: Your Own Number & 2-Way Conversations
Messaging Pro is the foundation. It gives your business a dedicated Australian phone number and unlocks 2-way SMS conversations.
Without Messaging Pro, SMS is one-directional: you send, clients receive. With it, clients can reply to any message and you see their response in a threaded inbox inside Petboost. Their pets, bookings, and history are displayed alongside the conversation.
Every outbound message shows delivery status (Sent, Delivered, Failed) via Sinch Australia. Inbound replies from clients cost zero credits.
The system includes KYC-verified number provisioning, STOP/HELP keyword handling for Australian compliance, daily per-client rate limits, smart credit pooling (plan credits first, pack credits never expire), and optional auto top-up.
How to activate: Navigate to Settings > SMS > Activate Messaging Pro. Complete identity verification and your number is provisioned.
2. Automated Reminders & Confirmations
These are the workhorses. Set them up once, they run forever.
Appointment reminders are sent a configurable number of hours before the appointment. Most businesses use 24 hours, but you can adjust per service. The message includes the appointment date, time, service, and pet name.
Booking confirmations are sent when a new booking is created, whether booked online by the pet owner or created by your team. For admin-created bookings, the confirmation correctly shows "Confirmed" status.
Both support flexible time window labels. If an appointment uses a window like "Morning" or "Afternoon", the SMS shows that label instead of a specific time.
Pro tip: Preview exactly what your customers will see before enabling notifications for a service. Use Notification Preview in your service settings.
3. Confirmation by Reply
When a client receives a reminder SMS, they can reply to confirm their attendance. No login required. No app to download. Just reply "Yes" or "Confirm" and the appointment status updates automatically.
This reduces no-shows by getting an active acknowledgement before the appointment. You can see in your scheduler which appointments have been confirmed via SMS.
Requires Messaging Pro (clients need a number to reply to).
4. Cancellation by Reply
The newest addition. Clients can now cancel their appointment by replying to an SMS reminder.
The system evaluates eligibility in real time:
- Is the appointment within the cancellation window? If your policy requires 24 hours' notice and the appointment is in 4 hours, the cancellation is declined with an explanation.
- Do cancellation fees apply? If your policy charges a fee for late cancellations, the system handles it according to your settings.
- Is the appointment part of a recurring series? The cancellation applies to the individual appointment, not the entire series.
If eligible, the appointment is cancelled automatically and the pet owner receives confirmation. If not eligible, they receive a clear message explaining why and what to do instead (call the business, for example).
Requires Messaging Pro.
5. Bulk SMS
Send a message to multiple clients at once. Select recipients from your customer list, write your message, and send. Useful for:
- Announcing holiday closures
- Promoting a new service or special offer
- Weather-related schedule changes ("Tomorrow's walks are cancelled due to extreme heat")
- Last-minute availability ("We have a cancellation at 2pm today, reply to grab the slot")
Each recipient sees the message as a personal SMS, not a broadcast. Credits are consumed per recipient.
6. Payment & Fee Collection via SMS
Invoice payment links can be sent via SMS after an appointment is finalised. The client taps the link, sees the amount, and pays via Stripe in their browser. No app needed.
Cancellation fee links work the same way. When a client cancels late, you apply the fee, send a payment link via SMS, and the client pays. The system tracks which fees have been sent, paid, and outstanding.
This turns "Can you pay next time you are in?" into "Tap here and done." Collection rates improve dramatically when payment is one tap away.
7. Review Requests & Recovery Messages
Google review requests can be sent via SMS after a positive appointment. If you have connected your Google Reviews link, the message includes a direct link to your Google Business Profile. One tap and the client is writing a review.
Recovery messages are sent to pet owners who started a booking but did not complete it. The message reminds them what they were booking and gives them a link to finish. This is available through the abandoned booking recovery feature.
Credit Management
SMS credits are managed through a simple system:
- Plan credits are included with your Petboost subscription and refresh monthly
- Top-up packs can be purchased for additional credits. Pack credits never expire
- Auto top-up automatically purchases a new pack when your balance drops below a threshold
- Credit priority uses plan credits first, then pack credits, so nothing goes to waste
- Inbound messages from clients cost zero credits
You can monitor your credit balance, usage history, and projected consumption from Settings > SMS.
Delivery & Compliance
All SMS is delivered via Sinch Australia with delivery status tracking. Each message shows whether it was Sent, Delivered, or Failed.
Compliance features include:
- STOP/HELP keyword handling per Australian regulations
- Daily per-client rate limits to prevent over-messaging
- Communication preferences so clients can opt out of marketing while keeping appointment reminders
- KYC verification for Messaging Pro number provisioning
The Full Picture
Six months ago, Petboost SMS was "send reminders." Today, it is a complete communication layer:
- Automated messages handle the routine (reminders, confirmations)
- 2-way conversations handle the exceptions (questions, changes, follow-ups)
- Reply actions handle the responses (confirmation, cancellation)
- Payment links handle the money (invoices, cancellation fees)
- Bulk messaging handles the announcements (closures, promotions, availability)
- Recovery messages handle the re-engagement (abandoned bookings)
Together, they mean your clients can interact with your business entirely via text message: receive reminders, confirm attendance, ask questions, cancel if needed, and pay their invoice. All from the messaging app they already use a hundred times a day.
Frequently Asked Questions
How much do SMS credits cost?
Credit pricing depends on your subscription plan. Check Settings > SMS for your current plan inclusions and top-up pack pricing.
Can I use SMS without Messaging Pro?
Yes. One-way SMS (reminders, confirmations, custom messages, bulk SMS, payment links) works without Messaging Pro. 2-way conversations, confirmation by reply, cancellation by reply, and recovery messages require Messaging Pro.
Do clients need to download an app?
No. All SMS features work with standard text messaging. Clients reply to messages using their native messaging app.
Can I customise the message content?
Reminder and confirmation templates use dynamic fields (pet name, appointment time, service name) that are populated automatically. Custom messages and bulk SMS are fully editable.
What happens if an SMS fails to deliver?
Failed messages show a "Failed" status in your message history. Common causes include invalid phone numbers and carrier blocks. You can resend or contact the client via another channel.
Related Petboost Features
- SMS Messaging: Full SMS feature details and pricing
- Communications: The complete communications suite
- Pro Automations: Automate reminders, confirmations, and payments
- 2-Way SMS Deep Dive: The original Messaging Pro announcement