Lockii's Communications system sends automated emails and SMS messages throughout the booking lifecycle. You control what gets sent, when, and what it says. Use dynamic variables for booking details, lock codes, and links.
In the app: Settings → Communications
Trigger
Typical use
Booking confirmed
Send confirmation with booking details
Hire start / pickup
Send lock code and pickup instructions
Order end time
Send thank-you or review requests when the hire period ends
Hire return
Remind customer to return on time
Overdue
Alert customer their hire is past due
Identity verified
Confirm ID check passed
Booking cancelled
Notify of cancellation
Use Order end time when you want a message to go out as soon as the scheduled hire finishes, even if the customer has not started the return flow yet. This is the right trigger for thank-you and review request messages. Use Overdue when you only want to message customers who are late returning.
Lockii's default "Thanks for Returning" plans use Order end time so happy customers get a review prompt when their hire ends, without waiting until they are overdue.
Lockii sends automated booking emails on your behalf. The sender address depends on your domain setup:
Setup
Sender address
No custom domain
[email protected] (display name is your company name)
Custom domain connected
[email protected] (for example [email protected])
To send from your own domain, connect a custom domain in Settings → Website & Embeds. Once verified, confirmation emails, reminders, and lock code messages all use your branded address.
Customer-facing booking emails include a footer with your company name and, when you have one set, your Business address from Settings → Company Details.
Lockii uses this address on:
Booking confirmation and lifecycle emails sent to customers
Identity and licence verification emails sent on your behalf
Other customer notifications that use your company branding
If you leave Business address blank, the footer shows your company name only. Add your street address, city, and region so customers see where your business is based and so your emails meet common compliance expectations.
Staff inbox emails from Lockii still come from the Lockii platform footer. Only customer-facing messages use your business address.
Customer booking emails and staff inbox notifications now use an updated Lockii email layout with cleaner cards, softer shadows, and improved readability on mobile.
You do not need to change your communication plans. Lockii applies the new design automatically to every automated message your customers receive.
Go to Settings → Communications.
Each row is a trigger event (for example "Order Confirmed").
Click a plan to edit the message content and delivery channel (email, SMS, or both).
Use {{ to insert variables. For example {{customer.firstName}}, {{order.lockCode}}, {{order.confirmationLink}}.
Save your changes.
On Overdue plans, you can include:
Overdue by — how long past the scheduled return time the hire is running
End hire, End hire date, and End hire time — the scheduled return details customers already expect
Type :: in the editor to browse every variable available for that trigger. Variables that do not apply to a trigger are hidden so you do not insert placeholders that will not resolve.
Communication plans support Only if rules so messages fire only when a booking matches your criteria.
Use Customer Order Count to send different messages to first-time hirers and returning customers:
Open a communication plan.
Add an Only if rule.
Choose Customer Order Count as the field.
Pick a comparison such as Is, Greater Than, or At Least.
Enter the number of completed bookings (for example 1 for first-time customers, or 2 with At Least for repeat customers).
Example: send a welcome note only when Customer Order Count Is 1, and a loyalty thank-you when Customer Order Count At Least 3.
Lockii counts completed bookings on the customer record automatically. You do not need to tag customers manually.
Email plans support clickable links with custom display text.
Open an email communication plan.
Select the text you want to turn into a link, or place your cursor where the link should go.
Click the link button in the editor toolbar.
Enter the URL and optional display text.
Save the plan.
Use links for manage booking pages, pickup URLs, return pages, or your own help content. SMS plans do not support hyperlinks in the editor.
SMS requires a connected provider. See Connecting an SMS Provider.
Open any booking in the editor.
In the sidebar, click Scheduled under the activity timeline.
See which messages are queued and when they will send.
Start with the essentials: confirmation, pickup/lock code, and return reminder.
Add your Business address under Company Details so customer emails show your real location in the footer.
Use Customer Order Count to welcome first-time hirers and reward repeat customers without writing separate manual campaigns.
On overdue messages, include Overdue by so customers know exactly how late they are without you calculating it manually.
Keep SMS messages short. Include a link for details rather than the full lock code in the text.
Type :: anywhere in the message editor to see all available variables.
Customise tone to match your brand, but always include the lock code and return time in pickup messages.
Connect a custom domain so customers recognise your emails in their inbox instead of a generic sender.
Use Order end time for post-hire thank-you messages. Reserve Overdue for late-return follow-ups.
