Notifications and messages

Notifications

The bell shows new forms, bookings, cancellations, holiday requests, clients asking about their data (for whoever handles that) and more, plus reminders like a trial ending or a failed payment. Tap the gear to switch each kind on or off, or a whole group. It’s saved to you, on every device.

Who gets what

Each notification only goes to people whose role and permissions cover it: new starters and team members added go to whoever has Team and permissions, consent forms, health warnings and voided photos to people who see clinical records, the website to whoever has Website, a trial ending, plan changes and a failed payment to whoever has Plan and billing, holiday requests to whoever manages time off, and data requests to whoever handles them. Admins can have everything. What starts switched on depends on the role: Practitioners start with consent forms, health warnings, online bookings, cancellations and client changes; Reception with bookings, new online clients and forms back; Managers and Admins with everything they can see. To change what starts on for a role, open Admin → Team → Roles & permissions, choose the role and use the switches under its Notifications (Reset to defaults puts Pulosa’s set back). Each person can switch on anything else their permissions cover (or switch things off) with the gear, and keeps their own choice when the role changes. Change someone’s permissions in Admin → Team → Roles & permissions, or on the person.

Messages

Tap the envelope at the top of the screen, then Open messages. Messages works like a shared inbox, in folders along the top: Inbox (everything not done yet), Assigned to me (when your team has more than one person), Waiting on client, Done and All. Search names, emails, phone numbers, messages and team notes, or filter by Contact form, By email (once your enquiries address is on), From assistant or Quote requests, and by read or unread. Sort Newest first or Oldest first, and choose how many show per page. Mark all as read is at the bottom of the envelope’s list when anything is unread. Messages are everything sent from your website’s contact form, Request a quote buttons and the website chat, plus emails to your own address once your enquiries address is on (Team and Group plans; see Your enquiries address in Client messages: emails). Each conversation shows whether it’s from an existing client or a new lead, its subject (for emails), how many messages and notes it has, and the initials of whoever it’s given to. Chat leads have Show the website chat so you can read the conversation. Under the list, a line says where your messages come from, with a link to set up your enquiries address.

Opening and reading a conversation

Tap a conversation to open it: on a computer it opens beside the list, on a phone it fills the screen (the arrow goes back to the same place in the list). On a computer, the up and down arrow keys move between conversations and Esc closes one. Opening it marks it read; Mark unread puts it back. The address in your browser changes to that conversation, so you can bookmark it, refresh, or send the link to someone in your team. Each message shows who it’s from, who it went to and when, and reads like an email: paragraphs, lists and line breaks as they wrote them, and web and email addresses you can click. Links open in a new tab, and pointing at one shows the full address, so check it goes where it says before you trust it. The email they replied to, and their signature, are folded under Show earlier text. In a long conversation, older messages fold to one line each: tap one to read it, or Show all. Above the conversation, one line shows whether they’re a client (and since when), their email and phone, and for clients their next appointment and last visit, with View client (or Add as client). If they’ve written before from the same email address, tap the other conversations link to see them all.

Done, waiting and assigning

Each conversation is Open, Waiting on client or Done. Tap Mark done when it’s dealt with: it leaves your Inbox (in the Done folder, not deleted) and the next one opens. Sending a reply moves an open conversation to Waiting on client; Send and mark done sends and marks it done in one go. When they write back, a waiting or done conversation opens again and returns to your Inbox, so nothing is missed. Change it any time with the menu at the top of the conversation, or tick several in the list and Mark done (Reopen in Done). If your team has more than one person, give a conversation to someone with the menu beside it: it shows in their Assigned to me. Changes are kept in the audit log.

Team notes

Open a conversation, tap Team note beside Reply, write it and tap Add note. Notes show in the conversation in yellow, with who wrote them and when. Only your team sees them: they’re never emailed. Keep health details in the client’s record, not in notes.

Replying to a message

Open the conversation and write in the Reply box under it, then tap Send (or Send and mark done). Tap Booking link to add a link to your online booking page, or tap Write with AI to draft a reply from the conversation (add a few words on what to say if you like; it uses your phone, address, website and opening hours; uses one AI write, and you check and edit it before it goes). Tick conversations on the left to select them (or Select all), then Delete; or delete one conversation from its own menu. Both ask first, and remove the whole conversation with its team notes (their client record stays). It’s emailed to them from your business (from your own address if you’ve set one up in Emails). When they reply to that email, their answer comes back into the same conversation in Messages, marked unread and moved to the top, with the envelope’s sound. Everyone in your team who sees Messages sees the whole conversation, and who sent each reply. The email they replied to is folded under Show earlier text. Attachments aren’t kept: you’ll see how many there were, so ask them to send them another way if you need them. Don’t put health details in a reply: email isn’t the place for them. Every reply is in the sent log (Admin → Website & messages → Client messages → Sent log) as Reply from Messages.

Emailing a client

On Clients, tap the envelope next to someone (or their email address on their profile). Add a subject and your message, or tap Write with AI to draft both from a few words (it uses your phone, address and opening hours from Admin → Business → Profile, and your website’s address, so check those are filled in), then tap Send email. It goes from your business (from your own address if you’ve set one up in Emails) and starts a conversation in Messages marked Sent by you, so when they reply it comes back there, marked unread, for everyone who sees Messages. Filter Messages by Sent by you to see them all. Don’t put health details in emails. Emails to your team still open your own email app.

Clients changing their booking

When a client moves or cancels their own appointment from the link in their email or text, the bell shows Client moved (from and to which time, and who with) or Client cancelled (with their reason, if they gave one), with a chime, and the calendar is already updated. Switch it off in the gear under Bookings: Client changes or cancels their booking online.

Notifications on your phone or computer

Open My account (tap your name) and tap Turn on notifications under Notifications on this device, then allow them when your browser asks. You then get a notification even when Pulosa is closed for new website messages and replies, online bookings, clients moving or cancelling, and forms back from a link (and new starters’ details or a failed payment if you look after those). They never show client names or health details, because they can appear on a lock screen. Tap one to open Pulosa at the right place. Which ones you get follows your bell settings. Turn it on separately on each device you use, and Send a test to check. On iPhone or iPad, first add Pulosa to your Home Screen (in Safari, Share → Add to Home Screen), open it from that icon and turn them on there (iOS 16.4 or later). Turn off stops them on that device only. Things done in the business (a consent signed at the desk, a booking by the team) show in the bell but aren’t sent as notifications.

Sounds

Messages and notifications each have their own sound, with a speaker button in each panel to turn it off on this device.

In the app

Messages