The configuration settings you select in the Client Message Settings section set the database-wide rules for the type of messages that can be sent to clients from Penelope. For example, you can indicate whether messages can be delivered to a client’s cell phone or email address from the Individual Profile or if you want to send automatic Event Confirmations.

Once you’ve enabled Client Delivery and configured your database-wide rules, each Client can indicate their personal preferences for email and/or SMS messages within the parameters of the database-wide rules.

Client Settings Reference

Client Message Settings

Section

Setting

Description

Client Settings

Enable Client Delivery

An option to enable or disable the ability to send email or SMS communications to clients. This setting is database-wide (i.e. it is applicable to all clients regardless of their individual message settings).

Note: To disable Client Delivery, client discussions and client workflows must first be disabled.

General

Automated Event Message Footer (Email only)

An option to include a custom message in the footer of all Event Update and Event Confirmation emails sent to clients.

Automated Event Message Prefix (SMS only)

An optional prefix of up to 20 characters that is prepended on automated Event messages (i.e. Event

Client Confirmation

Event Confirmations

Send event confirmation

An option to automatically send an Event Confirmation message to attending clients a specified number of hours before the event.

Send confirmation before

If Event Confirmations are enabled, the number of hours prior to event start time that the event confirmation message will be sent.

Sender of confirmation

If Event Confirmations are enabled, the Worker to display as the sender of the confirmation. This Worker will receive a copy of each notification in their Messages inbox in Penelope.

Note: There is an override available at the Site level to choose a site-specific worker.

Include return message

An option to include a link in the Event Confirmation that the recipient can click to acknowledge they received message. When a client clicks this link, a message is sent back to Penelope to the person listed as the Sender of confirmation in their Messages inbox.

Note: There is an override available at the Site level to choose a site-specific worker.

Include additional recipients on return of confirmation

An option to also send a return of confirmation message to group of Workers in a User Category.

Workers can also opt in to receive confirmation messages for their clients by modifying their Message Settings.

Note: There is an override available at the Site level to choose a site-specific worker.

Event Settings

Event Updates

Send Event booking notification

An option to send a notification to attending clients at the time an Event is booked.

Send Event reschedule notification

An option to send a notification to attending clients at the time an Event is rescheduled.

Client Communication and Workflow

Billing Communications

Enable from Individual Account Summary

An option to allow billing notifications to be created and sent from a client's Individual Profile > Account Summary page.

Enable from Individual Policy

An option to allow Client Communications to be sent from the Individual > Policy tab.

General Communications

Enable from Individual Profile

An option to allow Client Communications to be sent from the Individual Profile > Messages tab.

Service Communications

Enable from Case

An option to allow Client Communications to be sent from the Case > Messages tab.

Enable from Service File

An option to allow Client Communications to be sent from the Service File > Messages tab.

Enable from Service Event

An option to allow Client Communications to be sent from the Service Event > Messages tab.

Enable from Group

An option to allow Client Communications to be sent from the Group > Messages tab.

Enable Group Event

An option to allow Client Communications to be sent from the Group Event > Messages tab.

Configure General Client Message Settings

1. Navigate to System Setup > External Communications > Recipient Configuration.

2. In the Client Message Settings section, click Edit.

Client Message Settings with Edit option highlighted

3. In the Client Settings section, click the Enable Client Delivery.

Edit view of the Client Message Settings

4. Enable the General, Client Confirmation, Event Settings, and Client Communication and Workflow options based on your agency preferences. Review the Client settings reference topic for more detail about each setting.

5. Click Save.

After you finish

After you’ve configured and enabled general message settings for clients, Workers can configure individual Client Message Settings for their clients. Each Client can individually specify if and how they want to receive these messages. For example, they can indicate through their Message Settings if they want to receive an email, an SMS message, or a combination of the two.

Important Information

Automated event confirmations and updates will only be sent for events booked after Consent and Message Settings have been configured.

For example; if you book an event on the 1st July at 1pm but do not configure your client’s Message Settings until the 5th July at 2pm, the client will not receive any confirmation/update SMS messages for this event, however, they will receive confirmation/updates SMS messages for events booked after the 5th July at 2pm onwards. Note: The times above are not the time of the Service Event but rather the time the Service Event was booked.

Did this answer your question?