Communication settings: replies, notification emails, texts and reminders

Audience: Club organisers, event organisers, riding schools

Overview

The Communications tab of Settings is where your organisation controls what Horsify sends on its behalf and where messages come back to you. On one page you can:

• see every automated message Horsify sends, and whether each one is on
• check where replies to your emails go, and choose where your copy of new bookings and registrations is sent
• set up a dedicated SMS number (Club Site plans)
• see how many texts you have left this month and buy an SMS pack
• switch event reminders and unfinished-entry reminders on or off, and choose when they go
• for riding schools, choose lesson reminders and booking emails
• choose who hears about facility hires, and switch membership reminders on or off

The page is called Communication Settings. If you belong to more than one organisation, pick the one you want from the organisation switcher at the top first: every setting on the page belongs to one organisation.

Some cards only appear on some plans:

Open the page

1. Open Settings from the organiser menu.
2. Choose the Communications tab.
3. If you're in more than one organisation, choose the right one in the organisation switcher.

Each card has its own save button. Saving one card doesn't save the others, so save each card you change before moving on.

Automated messages

The first card, Automated messages, lists what Horsify sends on your behalf. Each entry shows who receives it, how it is sent (app, text or email), when it goes, and a status:

• On or Off: a message you control on this page. Click Change to jump to its switch further down.
• Automatic: a message Horsify manages, marked Managed by Horsify; nothing to set.

This card is read only. Use it to check what is going out before you change anything below.

Email Settings: where replies and notifications go

Every Horsify email is sent from Horsify's address, not your own.

Replies to your emails tells you where a reply goes when someone answers one of your emails:

• your organisation's contact email, if you have one
• otherwise your Bookings & registrations notification email, if you've set one
• otherwise Horsify support, who can let you know

To change it, click Change your contact email (or Add a contact email). This opens your organisation profile, where the contact email is kept.

Bookings & registrations notification email is where your organisation's own copy of new bookings, event registrations, store orders and membership notifications is sent.

1. Type the address, for example a shared club inbox.
2. Click Save Email Settings.

Leave it empty to use your organisation's contact email. If you have neither a notification email nor a contact email, some of these notifications go to your organisation's admins instead and others aren't sent at all, so set at least one. Facility hires can go to a different address: see Facility hire notifications below.

You can't set your own sender name or sender address here. Emails always come from Horsify's address with your contact email for replies.

SMS Settings: your own SMS number

Without a dedicated number, your texts go out from the shared Horsify number.

On a Club Site or Club Site Premium plan, your organisation can have its own Australian number, so people see your club's number and can reply to it.

1. Follow the SMS Setup Instructions on the card: contact Horsify support at support@horsify.com.au and ask for a dedicated number.
2. Once support has set it up, enter it in Custom SMS Phone Number in international format (starting +61).
3. Click Save SMS Settings.

Leave the field empty to keep using the shared Horsify number. On other plans the card shows A dedicated SMS number needs a Club Site plan with a link to the Club Site plans.

Texts and SMS packs

This card shows the texts your plan includes this month, how many you've used, any SMS pack credit, and how many texts you have left.

Your monthly text allowance is set by Horsify for your plan, not on this page, and it is shared by every reminder and notification your organisation texts:

When the allowance is used up, texts aren't sent until next month or until you buy an SMS pack. Emails and app notifications still go out, and reminders that would have been texted go by email instead.

Only an organisation admin can buy an SMS pack. Pack texts are used only after your monthly allowance runs out, and last 12 months from purchase. For sizes, prices and payment, see Texts and SMS packs.

Booking Notifications (riding schools)

This card controls what clients are emailed and texted about riding-school bookings. Click Save Notification Settings when you're done.

For the full detail of each switch, see Booking reminders and communications. When a cancelled lesson is texted is explained in Lesson Cancellation Fees.

Event Reminders

Event reminders go to the confirmed entrants of every published event your organisation runs. Every organisation has this card. They're on by default, so check them before your first event.

1. Enable scheduled reminders: tick to send reminders (on by default).
2. Under Reminder schedule, tick Send beside each step you want: 1 week before, 3 days before, 1 day before or 2 hours before the event starts. Until you change it, reminders go 1 week before and 1 day before.
3. Under Unfinished entries, leave Remind riders who haven't finished their entry ticked to nudge riders who started an entry and didn't finish (see below). It's on by default.
4. Under Texting:
   • Text entrants who have a mobile number (off by default): text reminders to entrants who don't have app notifications on.
   • Text results to entrants without the app (off by default): every entrant is notified in the app when their result is in; tick this to text the ones with no app notifications on instead. These texts count towards your monthly allowance.
5. Under Timezone & Quiet Hours, set your Timezone and the Send from and Send until hours (default 7:00 am to 8:00 pm). A reminder due overnight waits until your send window opens.
6. Click Save Event Reminder Settings.

How each entrant is told. Each entrant gets one reminder per step, never the same one twice: in the Horsify app if they have notifications on, otherwise by text (if you ticked texting and they have a mobile number), otherwise by email. A text that can't be sent, because your allowance is used up or they replied STOP, goes by email instead. Entrants who have opted out of event updates are never contacted.

Unfinished entries

When Remind riders who haven't finished their entry is on, Horsify emails a rider who:

• left an entry in their cart
• checked out but didn't complete the payment, or
• started the entry form and stopped.

The first email goes once, a day after they stop (if entries are about to close, only the last reminder goes). A last reminder goes in the 48 hours before entries close (or before the event starts, if you haven't set a closing date). A rider gets two of these emails at most per event, and none if they have opted out of event updates. They're sent by email only, inside your send window. For a child's entry form, the parent is emailed.

Facility hire notifications

If your organisation hires out its facilities, this card sets who hears about each hire. Event entries and lessons aren't affected.

• Club's copy of facility hires: hires go here instead of the bookings & registrations address. Leave it empty to keep them with everything else.
• Also notify: for an insurer or anyone else who needs to know who is on your grounds. Enter Who they are and up to five addresses in Their email addresses, separated by commas. They get a short email when a hire is booked, moved or cancelled, with the hirer's name and membership number, the facility, date and time. They never see the price or contact details.

Click Save facility hire notifications. For more, see Facilities and Facility Hire.

Membership Reminders

Two switches, both on by default: Membership payment reminders (unpaid or overdue fees) and Membership expiry warnings (around 6 weeks before a membership expires). Click Save Membership Reminder Settings after changing them. How they work is explained in Membership Renewal Reminders.

Who can change these settings

Staff with Communications at View can see the page but not save changes. The Communications tab in Settings is shown to admins, so staff usually reach this page from a link elsewhere, such as Change on the Enquiries page. See Staff Access.

Good to Know

• Event reminders and booking reminders each have their own timezone and quiet hours. Changing one card doesn't change the other.
• If you set Send from and Send until to the same hour, there are no quiet hours.
• Riders can also choose for themselves: someone who turns off event updates or app notifications is reached by another channel or not at all, whatever you set here.
• Texting switches only decide whether a text may be used. A text still needs a mobile number and allowance or pack credit left.

Troubleshooting

Related

• Texts and SMS packs
• Riding School Setup Guide: booking reminders and communications
• Lesson Cancellation Fees
• Membership Renewal Reminders
• Facilities and Facility Hire
• Push Notifications
• Staff Access
• Admin Communications Platform\n\n---\n\nSource: wiki/features/COMMUNICATION_SETTINGS.md \nLast synced: 2026-11-05 19:20:24 UTC