Draft a one-off SMS or email and send it to a filtered group of clients. Simply write it, check the cost, and send it.
Soon you will also be able to send campaigns, multi-step messaging that runs on autopilot - set the conditions once and it keeps following up with the right clients, without you touching it.
Marketing consent controls
How marketing consent works in Engage
Every client has a Direct marketing status, covering anything promotional: offers, new services, newsletters, events:
Subscribed: the client has agreed to receive marketing.
Unsubscribed: the client has opted out.
No response: the client hasn’t made a choice. They don’t receive marketing.
All existing clients start as 'No response' unless they’ve already made a choice. You can change a client’s status by going to Clients > open client record > Edit > Communication preferences.
When you're drafting a message and choose the purpose of an engagement, Engage applies the matching rules:
Clinical messages go to everyone in your filtered audience.
Direct marketing messages only go to clients who are Subscribed, and include an unsubscribe link. Clients don't need to log in or confirm anything to unsubscribe, and an opt-out is recorded against their record so future marketing sends skip them automatically.
Collecting marketing consent
Marketing consent is collected from a customer via:
Online booking: clients see an unticked checkbox, “Subscribe me to news and promotions from [practice name]”, when they book. Ticking it sets them to Subscribed. Leaving it unticked never removes consent they’ve already given. It’s shown every time, even to clients who are already subscribed.
Forms: add the marketing consent checkbox to your intake forms. It works the same way as online booking.
Import consent you already hold: if you’ve collected consent in another system, upload it by CSV [location, file format, template link, steps]. Only import consent you can show the client gave.
Your responsibilities
Engage applies the rules, but you're the sender. A few things stay with you:
Classify honestly. If a message contains anything promotional, it's marketing - even if it also contains clinical content. Sending promotional content as a clinical message bypasses the opt-out list and puts the practice at risk.
Handle opt-outs you receive elsewhere. If a client tells you in person, by phone, or by replying to an SMS that they don't want to hear from you, set them to Unsubscribed on their client record. Replies to your messages aren't processed automatically.
Capture consent properly. Marketing consent should come from the client. Don't switch it on across your client list without a basis for doing so. When importing consent by CSV, only include clients who’ve genuinely agreed to marketing, and keep your records of how they agreed.
Keep it relevant. Clinical messages should be genuinely clinical - a recall, a follow-up, a reminder.
If you're unsure whether a message counts as clinical or marketing, treat it as marketing.
How to
Create & send a new once-off message
To send a one-off SMS or email to a filtered group of clients:
On the Engage page, click + New engagement.
First give the message a title
Then select the message channel - SMS or Email.
SMS pricing
A standard SMS message contains 160 characters per segment (If a message has more than 160 characters, the message is split into segments, each consisting of 153 characters). SMS messages which include special characters such as emojis require a different type of SMS. These messages are able to contain up to 70 characters (Messages with special characters longer than 70 characters are split into 67 character segments).
Credits are purchased in advance and cost A$0.10 + GST (AU), NZ$0.15 + GST (NZ), or £0.10 (UK) per credit. Outbound SMS messages cost one credit per segment. SMS credits purchased get billed to the credit card attached to your splose account. Receipts will appear in your billing history.
5. Select the message purpose, this will apply opt in/out rules per client. Select either:
Clinical message: to be sent to all clients in the filtered audience regarding clinical messaging. For example; appointment recalls, treatment follow ups and health reminders.
Or Direct marketing: direct marketing messages only go to clients who are Subscribed, and include an unsubscribe link.
6. Next, in the ‘Audience’ section, click Filter to build out a filtered group of recipients from your client list. You can select clients by filtering tags or how long ago their last appointment was.
The number of recipients will be shown and you can click it to see a list of the recipients.
7. Draft the message content, and add any attributes needed, such as name, next or last appointment and practice name to automatically populate the necessary information. A preview of your message will show below the editing box.
If you have chosen to send an email you will also have the option to add an online bookings link.
Be sure that each client has the required information for any selected attributes. If you select an attribute but it appears blank in the message sent to a client, this is because the client doesn’t have any information saved in that field on their client record.
8. Check the estimated cost of the message and ensure your SMS balance, which is shown beside it, has adequate funds. If not, click SMS balance to adjust it.
9. When ready click Next to review the message.
10. When everything is reviewed and ready click Send now.
Generate a message with splose AI
Enter a prompt into the AI prompt bar and splose AI will draft your message, as well as give it a title, and fill in the channel, purpose, audience filters, and subject (email).
Before you get started:
Patient data privacy: No patient data is ever sent to the model, so the client field will not be selected in the audience. Do not add client names to prompts to ensure patient data is kept out.
Usage: up to 10 generates per user per minute, 100 per day. Hitting the limit shows a live countdown, and you can continue building the message manually while you wait.
To use splose AI to generate a message:
On the new message page, enter your prompt into the bar, or select a suggested prompt from the listed suggestions and run it.
A summary of what splose AI has generated will be shown, which can include the title, channel, purpose, audience filters selected and the subject (email), and message body. You can edit each field individually as you need.
If you’d like to improve the prompt and regenerate the message entirely, click Edit at the top of the summary and run an updated prompt.
splose AI can generate an audience from a tag, last appointment, birthday, practitioner and location filter. Due to client data privacy the client filter will not be generated. You can add this field manually if needed.
3. Review your message and all the associated fields and edit as needed. Follow step 7 onward in the Create & send a new once-off message section above to finalise the message and send it.
Test an engagement message
Easily test a message before sending it to your clients by creating a tag assigned to a test client.
To do this:
Go to Settings, then Tags.
Click New tag.
Name the tag and be sure you know its for testing, eg. ‘Engagement test’. Select Client for the tag type, select a colour and click Create when done.
Go to your client list, and open your test client’s record. If you don’t have a test client quickly create one.
On the client’s detail’s page, click Edit then scroll down to Tags and add the test tag and click Save.
Go to the Engage page and create a New engagement or Edit an existing one.
Go to ‘Audience’, click + Filter > Tag and select Includes your ‘test’ tag, then click Apply.
Complete and send the rest of your message as normal to receive the test message.
Track engagement performance
Once an engagement message has been sent, you can track how it has performed - seeing how many messages were delivered, and bookings resulted from the message, as well as how many failed or recipients unsubscribed.
To see how a message performed:
On the Engage page you will see all sent engagements listed, with a simple view of engagement performance numbers. Click a sent engagement for a more in depth look.
At the top of the page you’ll see how many were delivered, booked, failed or unsubscribed.
Click on a metric to see a breakdown of each client who received the message, failed to or booked or unsubscribed in response.
Edit an existing engagement
To edit an existing engagement:
Go to the Engage page
Next to the message, click the three dots (•••) under the ‘Actions’ column, then click Edit.
Duplicate an existing engagement
To duplicate an existing engagement message:
Go to the Engage page
Next to the message, click the three dots (•••) under the ‘Actions’ column, then click Duplicate.
Delete an existing engagement
Note: only draft engagement messages can be deleted
To delete an existing engagement message:
Go to the Engage page
Next to the message, click the three dots (•••) under the ‘Actions’ column, then click Delete.
Update marketing consent in bulk
If you already hold marketing consent from your customers from elsewhere (Mailchimp, a signup form, your own paperwork) you can update consent in splose in bulk via a CSV export/import:
Go to Settings, then Data import in the side panel.
Click Import ready files in the top right, then choose Marketing preferences import.
Follow the link to Data export. Click Export, choose Clients, and set the date-added range to cover all your clients, from when you started using splose. Click Export.
When the file appears in the list, click the three dots (•••) and download it. Extract the CSV from the downloaded file.
Open the CSV and update the direct marketing column for each customer to Subscribed, Unsubscribed or No response, to match their response in your other system. Don’t change anything else, or the import will fail.
Save the file, go back to the marketing preferences import, and upload it.
Review the summary of how many clients will be subscribed, unsubscribed or left unchanged.
Confirm the import. You’ll get a confirmation once it’s done, and every change is recorded in the client’s history.