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.
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.
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.
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.
