In this article:

Where You Can Send Messages From

There are three main places in Pebble where you can send messages:

1. Customer Directory

Send a message to all customers or use filters to segment the audience.
Use case: Great for sending general updates, newsletters, or notices to a specific group.

2. Registers

Send a message to everyone booked onto a specific session.
Use case: Perfect for last-minute class updates, reminders, or cancellations.

3. Attendee Modal

Send a message to one individual customer linked to a specific attendee.
Use case: Use this for one-to-one communication with a family or follow-up on something specific.

Messaging Location Comparison

Location	Filter Options	Useful For
Customer Directory	Activity, Booking Status	Broad or targeted group updates
Register	Only selects attendees for that activity on that date	Session-specific comms (e.g., reminders, changes, cancellations)
Attendee Modal	None (1:1 messaging)	Quick individual updates

Reviewing Your Mailing List

After clicking “Message,” a mailing list will appear showing who your message will be sent to.

You can:

Click “Copy emails” to paste the list into another tool
Click the bin icon next to a customer to remove them from this message only (this doesn’t unsubscribe them)
Toggle “Show attendee names” to see the associated children
Tick to include marketing opt-outs

🗒️ Note:

This mailing list updates every 30 minutes, so recent bookings or changes may not appear immediately.

Composing an Email

Emails are sent directly from Pebble to each customer in your list.

How to send an email

Choose how/ from where you'll send it:
- Customer Directory
- Register
- Attendee Modal
Click message
Is this a marketing email?
- Yes - continue to step 4
- No, it's contractual - Tick to Include marketing opt-outs
Click email
Choose the reply-to address. This will default to your main system email
Add a subject line
Compose your message
Click Send email

Features available:

Set your own Reply To email address
Choose your subject line
Customise the greeting (e.g. “Hello,” “Hi,” etc.)
Use [first name] tag to automatically address each customer
Take advantage of the rich text formatting to
- Bold, italicise, underline, strike through,
- Add bullet points or number list
- Align text
- Add links
Add attachments and images

If the message is marketing:

An unsubscribe link will be automatically added

If the message includes opt-outs:

A disclaimer is added noting the message is service-based
Customers are informed how to raise a concern if needed

Composing an SMS

SMS messages can be sent to one or multiple customers.

How to send an SMS

Choose how/ from where you'll send it:
- Customer Directory
- Register
- Attendee Modal
Click message
Is this a marketing email?
- Yes - continue to step 4
- No, it's contractual - Tick to Include marketing opt-outs
Click SMS
Compose your message
Click Send

🗒️Note:

You'll be informed of the total charge of sending this message. You will be invoiced for SMS usage at the end of each month.

Details to know:

1 SMS = 160 characters
You can send up to 3 linked messages (max 480 characters)
Most phones will merge them into a single message

If the message is marketing:

An unsubscribe link is included
This reduces your available character count

If it’s a service message:

No unsubscribe link is added

Understanding Marketing Opt-Ins vs Opt-Outs

By default, Pebble will only message customers who are opted in to marketing.

If your message is contractual or service-based (e.g. time change, class cancellation), you can include those who have opted out by ticking the "Include marketing opt-outs" checkbox.

When selected:

You’ll be shown a confirmation pop-up
You must agree to the terms before proceeding
Customers will see a note explaining why they received the message despite opting out

Please ensure you're familiar with our Messaging Services Terms before sending service messages to opted-out customers.

Step 1: How to find the "Message" button

There are 3 different places in the platform where you can find the new message button and start composing an email, whatsapp, or SMS.

1. Customer Directory

From here, you can send a message to all of your customers or use the filters to segment them into a group.

2. Registers

From here, you can message everyone who is booked onto this session.

3. Attendee Information Popup

Here, you can message one select individual. Note - the message will be sent to the phone number or email address linked with the Customer.

Step 2: Reviewing your mailing list

Once you click on the message button, you should see a mailing list of everyone you are about to message. It should look something like this:

You can choose to copy all of the email addresses or phone numbers from your mailing list by clicking "Copy emails" or "Copy numbers", and they will be pasted to your clipboard in a format that is ready to be used in another messaging too
You can remove select individuals from the mailing list by clicking the bin icon
You can toggle "Show attendee names" to see which attendees are associated with the customers in your list

Important:
This mailing list only updates once every two hours. This means that any changes to your bookings/registers will take a little bit of time to be reflected in your mailing list pop-up.

Step 3: How to include customers who are opted out of your marketing

If you need to send a service message, which is a message that does not contain promotional or marketing content, you can choose to include customers who have opted out of your marketing in your mailing list.
You can do this by checking the box with the label "Include marketing opt-outs":

Please ensure you understand the difference between service and marketing messages before contacting anybody who is opted out.
Please ensure you are familiar with our Messaging Services Terms before sending any message to individuals who are opted out.

Once you have checked this box, you will see a pop-up and must agree to the terms before proceeding to send your message.

After agreeing, your mailing list will now contain individuals who are both opted in and out of your marketing. The list will look something like this:

Step 4: Composing an email

You can send an email directly from the Pebble platform to one or more of your customers.
You can choose the "Reply to" email address. Here you can add any email address of your choice. Any replies to this email will reach the address that you have set the "reply to" field.
When you are sending an email to a group of people, the [first name] box will be replaced by the customer's name once the email is sent.
You can change the greeting from "Hello" to anything else!
You have a number of email customisation options, including the ability to add an attachment or upload an image to your email.
When you are sending a marketing message, we will include an unsubscribe link at the bottom of the email.
When sending a service message that includes customers who are opted out, a disclaimer will be present at the end of the email stating that the email should not contain promotional content. Recipients are instructed to contact your registered email address if they wish to make a complaint.

Here is an example of what your email could look like:

Step 5: Composing an SMS

You will have the ability to send any SMS to one or multiple customers.
SMS messages will be sent to the phone number that is associated with their account.
One SMS is 160 characters. You can send up to three SMS messages in one go, with a maximum character count of 480.
Most moden phones will combine SMS messages into one so that you can't tell there are three different SMS messages.
When you are sending a marketing message, we will include an unsubscribe link which is why your character count is higher by default.
When sending a service message that includes customers who are opted out, no unsubscribe link is included.