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How to send greeting messages to customers

WebAppNeeds internet

GENNO can send birthday wishes to customers and on their animals' birthdays, plus messages at Christmas, New Year and on dates you choose. Messages come from GENNO's official sender, with your stable's or clinic's name.

Before you start​

  • Only people who gave consent receive them, channel by channel. Consent is recorded in the customer record (data protection law).
  • E-mail is included in the plan. SMS and WhatsApp are part of the Messages add-on, under Settings › Plan and data › Subscription and limits.
  • Creating and editing campaigns is for those who can edit customers (by default, Administrator and Veterinarian).
  1. On the web, click Customers in the menu and edit the customer. In the app, open More › Customers.
  2. Under Greeting messages, fill in the Birthday.
  3. Tick the channels the customer agreed to: E-mail, SMS and WhatsApp.
  4. Save.

Tick them only with the customer's consent. They can change it later in the owner portal, under Notices › Greeting messages.

2. Turn the campaigns on​

  1. On the web, open Settings › Organization › Greeting messages.
  2. Click Create the suggested campaigns. They come in turned off: Customer birthday, Animal's birthday, Christmas and New Year.
  3. In each one, click Edit:
    • choose the Channels and the Sending time;
    • adjust the E-mail subject and E-mail text (use the fields, such as {primeiro_nome} and {animal});
    • check the Preview and use Send me a test;
    • tick Campaign on and click Save.
  4. For another date, click New campaign and choose Holiday or special date or Custom date (e.g. the stable's anniversary).

The Animal's birthday goes to the owner of each animal with a birth date.

How sending works​

  • Every half hour GENNO checks who has a birthday or which date has arrived, in your organization's time zone, from the chosen time until 8 p.m.
  • Each person receives it once per occasion, even if the campaign is edited.
  • SMS text goes out without accents and with an opt-out line. New SMS text is approved by GENNO before it applies.
  • WhatsApp uses templates approved by Meta; you choose the template and the data fills its fields.
  • Links in messages can only point to GENNO.

Under Sends you see each message and, for those left out, the reason: No consent, Asked not to receive, No e-mail or phone, No Messages add-on, SMS under review or Limit reached.

How customers stop receiving them​

  • Through the unsubscribe link at the end of the e-mail.
  • By replying STOP to the SMS or WhatsApp.
  • In the owner portal, by unticking the channel.

Unsubscribing takes effect immediately.

Common problems​

The campaign is on, but nobody received it. Check the reason under Sends. The most common is No consent: tick the channels in the customer record.

"No Messages add-on" shows up. SMS and WhatsApp require the add-on. See how to see the plan and limits.

The SMS shows "SMS text under review by GENNO". GENNO checks new SMS texts (they go out from GENNO's number). Meanwhile, e-mail and WhatsApp keep going.

Next steps​

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