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Reference / Concepts

When To Use This

Use this page to understand customer messages, staff replies, website notices, and status updates.

Customers use portal messages to contact the business or read replies.
Staff use business app messaging tools to review and respond when their assigned access allows it.
Messages are conversation content between a customer and the business.

Notices and website status messages are broadcast-style updates.
A notice is not a direct reply to a customer message.
A notice appears in a set place, and you can confirm it was saved or published there. Who will see it, and when they respond, isn't guaranteed here.
Your public availability is what families see right now. It is drawn from your weekly hours, any special hours you set, and any emergency closure that is active.
Some availability changes can also message customers directly. When you set special hours, you can cover a single day or a date range, and you can mark the change as announce-only so your message shows to customers without blocking bookings. Before you publish, you can preview which bookings are affected and how many families would be notified, then notify the affected families or all opted-in families by email or text. You can also update the hours without messaging anyone.
An emergency closure ("closed until further notice") blocks same-day online bookings, holds later bookings for review, and can send opted-in customers a one-time notice when you turn it on. Clear it to return to your regular hours.

If a message cannot be sent, check required fields and the visible error.
If a staff action is missing, confirm the current conversation, selected business account, and assigned access.
If a notice does not appear, confirm it was saved or published in the intended surface.
If the message contains sensitive information, follow the business process before sharing it further.