Managing Customer Preferences

Each customer can have individual communication preferences. These settings let customers choose how they want to be contacted and give you control over their notification experience.

Available preferences

• Transactional communications — Allow or disallow all notifications for this customer. If disabled, no emails or SMS messages are sent to this customer, regardless of your notification rules.
• Preferred communication medium — Set whether to contact the customer by Email or SMS. If left unset (shown as — on the profile), the delivery medium configured on each notification rule is used instead. See Enabling customer medium override below.
• Preferred language — The language Attendara uses when selecting notification templates for this customer. Defaults to the language set in your Company Preferences.

Editing preferences

Preferences are part of the customer profile — there is no separate page. To update them:

1. Open the customer's profile (search for them under Customers).
2. Click Edit.
3. Use the toggle to enable or disable Allow communications.
4. Select the Preferred medium using the Email / SMS button toggle. To leave it unset (use the rule default), ensure neither button is highlighted.
5. Choose a Language from the dropdown if the customer's language differs from your company default.
6. Click Save to apply the changes.

How customers update their own preferences

Every notification email or SMS includes a personal link. When a customer clicks it, they can view their appointment details and update their own preferences:

• Opt out of future communications by disabling transactional messages.
• Update their email address or phone number.

Any changes they make are reflected immediately in their profile in Attendara. You can see the change in the communication history on their profile page.

Enabling customer medium override

For the per-customer medium preference to take effect, you must first enable Allow customers to override communication medium in Settings → Preferences → Notifications. When this is disabled (the default), Attendara always uses the medium set on each notification rule regardless of any per-customer preference.

Preferred medium vs. notification rule medium

When Allow customers to override communication medium is enabled, the delivery medium is resolved in this order:

1. Customer preference (if set to Email or SMS, this wins).
2. Notification rule medium (Email or SMS as configured in the rule).
3. Fallback medium — if the primary medium fails (e.g. no phone number on file), the rule's fallback medium is used.

Multilingual notifications

If you serve customers in multiple languages, set the Preferred language per customer. Attendara will use the template for that language when sending notifications. You create language-specific templates in the Message Templates editor.