Manage Customers with Failed Contact Information – Vagaro Support

When messages or emails fail to send to a customer, Vagaro flags their profile and will stop sending marketing campaigns and Daily Deal announcements to that invalid email address or phone number. The system marks a customer's information as invalid when an appointment reminder, Daily Deal announcement, or marketing campaign fails to send to that customer. Please note that this only applies to messages with the error "Invalid 'To' Phone Number'" or "bounce." These errors occur when a customer's inbox is full or the email or phone number doesn't exist. It doesn't apply to customers who block or opt out of your messages.

If a customer's information is invalid, you have a few options to get the right details from them:

The next time the customer comes in for an appointment, ask if they could update their contact information.
You can update their information on their behalf.
Delete their profile.

If you or the customer updates their contact details, or if a message is successfully delivered to that contact information, the Invalid icon will be removed from their profile.

Prerequisites: This feature is available for all Vagaro businesses.

See All Customers with Invalid Contact Information

You can filter your customer list to only show customers with invalid email addresses and phone numbers.

On a Phone

To see all customers with invalid contact information:

Select More → Reports → Customers.
In the top-right corner, select Filters .
Select Phone or Email on Profile, clear all the options in the list except for Has Failed Phone Number and/or Has Failed Email, and then select Apply.
Select Run Report.

Customers with a failed email or phone contact will be shown. The Invalid icon will display next to the customer's email address or phone number.
Optionally, to remove customers with failed contact information:
1. Select Select All Customers.
  
  To manually choose the profiles to be deleted, select the checkbox next to each profile's name.
2. In the top-right corner, select Action → Delete+Delete.

On a Computer, Tablet, Pay Desk, or PayPro

To see all customers with invalid contact information:

Select Reports → Customers.
Under Run Report, select Advanced Filters to show more.
In the Phone or Email on Profile list, select Has Failed Phone Number and/or Has Failed Email.
Select Run Report.

Customers with a failed email or phone contact will be shown. The Invalid icon will display next to the customer's email address or phone number.
Optionally, to clean up your Customer List of profiles with failed contact information, select Select All → Delete → Delete.

You can also select the checkbox next to the customer's name to select each profile individually.

Send a Campaign to Profiles with Invalid Contact Details Anyway

When you create an email or text marketing campaign, customers with invalid contact details for that message type won't be selected in your contact list. If you still want to send the campaign to those customers, you’ll need to adjust your campaign settings to bypass the block.

Note

You can only complete the steps below on a computer or on the Vagaro Pro app using a tablet, Pay Desk, or PayPro device.

To a campaign to customers with failed contact details:

Go to Marketing , then select Create Campaign under Email & Text Marketing.
Set up your email or text campaign.
If you're sending a recurring campaign, like Birthday or Lost Customer, set filters to include customers with failed contact information:
1. Next to Select Recipients, select Filtered List.
2. Clear the Exclude Customers with Failed Phone Numbers and/or Exclude Customers with Failed Email checkboxes.
3. Select Apply.
If you're sending an email or text blast to your customers, manually add back customers to your campaign:
1. Next to Select Recipients, select All Customers.
2. Under Who Will Receive Your Campaign next to [Number of] Customers, select Edit.
3. Select the customers you want to add to your campaign, then select Apply & Close.
Finish setting up your campaign and announce it.

The system will not exclude invalid contact information. If the message is delivered, the system will remove the Invalid icon from their profile.