# Automatic messages to clients

> Which messages Narciso sends to clients by itself (reminder one hour before, receipt, greetings, review requests, notices), on which channel it sends them, to whom, and which messages do not exist (no confirmation if the staff enter the appointment, no day-before reminder).

Last updated: 23 October 2026. Source: https://narciso.io/en/docs/notifiche-ai-clienti/

Besides the assistant's replies ([The chat assistant](https://narciso.io/en/docs/bot-in-chat/)), Narciso sends clients some **automatic messages**. They go out from the **salon's channels**, as if the salon had written them, and appear in the client's chat.

## Which messages go out

| Message | When | To whom | Switch |
|---|---|---|---|
| **Appointment reminder** | One hour before | Clients with **consent to commercial communications** | None: always on |
| **Receipt of the Documento Commerciale** | Right after a sale, if the transmission to the Agenzia delle Entrate (Revenue Agency) succeeds | The client linked to the sale | None |
| **Booking summary** | Right after a booking made in chat | The client who booked | Prenotazione intelligente |
| **Free-slot notice** | When a service they were on the waiting list for becomes bookable again | The client on the list | None ([Prenotazione intelligente](https://narciso.io/en/docs/prenotazione-intelligente/)) |
| **Review request** | After the visit, every hour | Clients with commercial consent | Gestione recensioni ([Review management](https://narciso.io/en/docs/recensioni/)) |
| **Birthday greetings** | At 08:00 | Whoever has a birthday | Gestione compleanni ([Birthday, name-day and holiday greetings](https://narciso.io/en/docs/compleanni-e-onomastici/)) |
| **Name-day and holiday greetings** | At 08:05 | Whoever is celebrating; for holidays, clients with commercial consent | Gestione festività |
| **Payment link** | When the staff generate it from the cash desk | The chosen client | None ([Taking payment](https://narciso.io/en/docs/incassare/)) |

## On which channel it arrives

For the messages generated by the program (reminder, receipt, review, greetings, free-slot notice) Narciso chooses the channel **of the event's location** (the location of the sale, the appointment or the client) in this order:

1. **The last channel on which the client exchanged messages** with that location: WhatsApp (Personale or Aziendale), Instagram, Facebook, Telegram or an already open mail conversation.
2. If there is no conversation: **WhatsApp Personale** with the client's WhatsApp number (or, if missing, the one for calls), **only if** the salon has linked the phone for that location and it is active. In this case a new conversation is created.
3. Otherwise the **email** on the client record, from the email (or PEC) mailbox linked to **that location**. Without a mailbox linked to the location, the email does not go out.
4. Otherwise the message does not go out.

The message and its attachment (for example the receipt PDF) arrive as a normal message in chats, as an attachment in emails.

> **Note.** For each message Narciso keeps track internally of the status (to send, forwarded to the channel, skipped because there was no channel, failed), but **there is no screen that shows it**. The only feedback is the message in the client's chat, with the delivery icon ([Reading messages](https://narciso.io/en/docs/leggere-messaggi/)). «Forwarded» only means that Narciso handed it to the channel; final delivery depends on Meta, Telegram or the mail service.

## The reminder one hour before

A check every minute looks for appointments that are **In attesa (Pending) or Confermati (Confirmed)** and start **within an hour**, for clients with **consent to commercial communications**. The client receives:

> Ciao Nome! Ti ricordiamo il tuo appuntamento di oggi alle 15:45 da Salone.
> • Servizio 1
> • Servizio 2
> A tra poco!

(Hi Name! We remind you of your appointment today at 15:45 at Salon. • Service 1 • Service 2 See you soon!)

- It applies to **all** the appointments of those clients, **including those entered by the staff**.
- It goes out **only once** per appointment and time. If the appointment is **moved**, the reminder starts again for the new time.
- If the appointment was made **less than an hour before** it starts, no reminder goes out.
- Consent is given or withdrawn from the **client's record**, in the **Marketing & Promozioni** box ([Clients](https://narciso.io/en/docs/clienti/)). Someone registered by the assistant in chat does **not** have it by default ([How the assistant recognises or registers a client](https://narciso.io/en/docs/riconoscimento-del-cliente/)): it has to be added by hand.
- It is not an SMS.

## The receipt of the Documento Commerciale

At the end of a sale with a **linked client**, if the transmission of the document to the Agenzia delle Entrate succeeds, the client receives this message with the **PDF** attached:

> Grazie per il tuo acquisto! Il Documento Commerciale di €25.00 è stato trasmesso all'Agenzia delle Entrate (n. 123). In allegato la ricevuta.

(Thank you for your purchase! The Documento Commerciale for €25.00 has been transmitted to the Agenzia delle Entrate (no. 123). The receipt is attached.)

The amount is the total already net of the discount. For emails the subject is «Documento Commerciale #123». If the transmission fails, or the sale has no client, **nothing goes out**; and an error in sending **does not cancel the sale** ([Taking payment](https://narciso.io/en/docs/incassare/)).

## What does NOT exist

- **No «the day before» reminder**, nor messages such as «we are expecting you tomorrow».
- **No confirmation** when the appointment is entered or moved by the staff, nor a notice to the client if it is moved or cancelled from the Calendario (Calendar). If needed, write by hand from the chat.
- **No thank-you message** after the visit (apart from the review request).
- **No marketing SMS**: the only SMS messages are the client recognition code ([How the assistant recognises or registers a client](https://narciso.io/en/docs/riconoscimento-del-cliente/)) and the security code for staff login.
- **No automatic notice** for low stock or for inactive clients.

## What to do if

| Situation | What happens | What to do |
|---|---|---|
| The client says they did not receive the reminder | Commercial consent missing; no reachable channel; the appointment was made less than an hour before | Check the consent on the record; otherwise write yourself |
| The client did not receive the receipt | Sale without a client; transmission to the Agenzia failed; no reachable channel | Send the receipt again by hand |
| A message went out from a «strange» channel | The client wrote last on that channel | Look at the client's chat |
| The email does not go out | The location has no linked email mailbox | Link a mailbox to the location ([Email](https://narciso.io/en/docs/email/)) |
| A client does not want automatic messages | There is no exclusion for a single client | Remove commercial consent from the record (it stops reminders, reviews and holidays; birthday and name day do not stop) |

## Related entries

- [Bots and automations](https://narciso.io/en/docs/bot-e-automazioni/)
- [Privacy and consents in the automations](https://narciso.io/en/docs/privacy-e-consensi/)
- [Linking channels](https://narciso.io/en/docs/collegare-i-canali/)
- [How to check what the automations have done](https://narciso.io/en/docs/risultati-delle-automazioni/)