Sending push notifications

Push notifications are the most direct line you have to your patients' attention. They land on the lock screen, no inbox required. Used well, they drive bookings and redemptions within hours. Used poorly, patients turn them off. This article covers everything you need to know to use them effectively.

Why push notifications work

The reason is placement. A push notification appears on the patient's lock screen immediately, rather than sitting in an inbox they may not open for hours or days. For time-sensitive promotions and appointment reminders, this is a significant advantage over email.

Sending a notification from the dashboard

From your dashboard, start a new notification and fill in:

• Title: 40 characters or fewer. This is the bold headline on the lock screen. Make it immediately clear what the message is about.
• Message: 80 to 100 characters. One sentence. Tell the patient what they should do or what they are getting.
• Audience: All members, a specific tier, lapsed patients, or new members (same targeting options as one-time offers).
• Schedule: Send now or choose a specific date and time.
• Link to: Optionally link the notification directly to a page in the app, such as the booking screen or a specific offer.

Hit Send or Schedule. The notification goes out to everyone in the target audience who has notifications enabled on their device.

Types of notifications you can send

Manual blasts are the one you create and send yourself. These are best for promotions, new treatment announcements, or any message you want to send at a specific moment.

Automated triggers are available automations that we set up with you at onboarding. They are off until you choose to enable them, and their timing is configurable with us. The available ones are:

• Membership renewal reminder: Sent ahead of a patient's next billing date, with the exact timing configurable with us. Reduces surprise charges and resulting cancellations.
• Birthday message: Sent on the patient's birthday (if they provided their date of birth at sign-up). Can include a bonus points offer. One of the highest-engagement automated messages.
• Lapsed patient re-engagement: Sent to patients who have not booked in a set number of days, with the threshold configurable with us.
• Welcome message: Sent when a new patient joins your clinic in the app. Sets expectations and explains how to use their points.

Message us to switch on any of these automations or to update the copy. We can personalise them with your clinic's voice.

AHPRA compliance: what to say and what to avoid

Push notifications sent to patients are subject to AHPRA advertising guidelines. The key rules:

• Do not name prescription injectable treatments or brands in any notification. This includes generic names for these substances. Refer to them as "your consultation" or simply do not mention them at all.
• No before-and-after language. Do not reference transformation outcomes, dramatic results, or comparisons between treated and untreated states.
• No testimonials. Patient quotes or references to another patient's experience are not permitted in advertising, including push notifications.
• Stick to factual offers. "20% off your next facial" is fine. "Our LED treatment will clear your skin" is not.

If you are unsure whether a message is compliant, message us in the WhatsApp group before sending. We can check it quickly.

Tips for writing effective notifications

The best push notifications are short, specific, and have a clear action. Here is what works:

• Lead with value. "You have 450 points to spend" outperforms "Hi [Name], we wanted to let you know about your rewards".
• Be specific about time. "Valid until Friday" creates urgency. "Valid for a limited time" does not.
• One idea per notification. If you have two things to say, send two notifications on separate days. Combining messages dilutes both.
• Use the patient's name where you can. The dashboard supports a [first_name] merge tag. "Sarah, your birthday reward is waiting" lands better than "A birthday reward is waiting".
• Limit yourself to 2 to 3 manual notifications per month. More than that and patients start switching off notifications, which permanently removes your ability to reach them. Automated triggers do not count toward this limit.