STX Desktop: OLS Integration

Online Purchases

Online Deposits & Pre-payments

In order to accept online payments, you MUST have an Online Merchant Account established and entered into the appropriate fields in Setup: General: Merchant. If you require a deposit or pre-payment of appointments scheduled online, the client will provide payment information prior to successfully booking the appointment. 

The Confirmation email sent to the client will show the amount of the deposit/pre-payment, what the credit card approval code was, and the transaction number created within STX.

Please note, if the client already has a gift certificate / gift card available to redeem in STX, and the amount of the gift covers the required deposit, the client will NOT be asked to provide payment at the time of booking. If the amount of the existing gift is less than the required deposit, the client will be asked to pay the difference at the time of booking. 

Once the payment has been made online and the online appointment request is complete, a ticket transaction will automatically be created in STX. The ticket will show as being paid by the OLS payment type.

Open the ticket to view the details of the gift.

The Gift Certificate will have the client's name on it and you will see where a gift certificate was 'sold' to and from the client who made the payment online. 

The client will redeem the gift when completing their appointment. 

Online Gift Card Purchases

When a client selects the Gift Card option when purchasing gifts online, you will receive an email containing the details of the purchase. 

The email you receive contains all of the information regarding the gift card purchase. 

Simply mail the Gift Card to the recipient as per the information contained in the email. 

As with the online deposit/pre-payment, the ticket transaction will automatically be created in STX when a gift card is purchased online. The ticket will show as being paid by the OLS payment type. 

Open the ticket to view the details of the gift.

The highlighted Gift Card will have the client's name on it and you will see where a gift card was 'sold'. 

If the To Client field is left blank, the gift will be considered an Anonymous gift. Please confirm the field is properly filled in. 

You must edit the Gift Card field to reflect the true number of the gift card you are mailing to the recipient. This will ensure the correct gift card is being redeemed later.

Online Gift Certificate Purchases

As with the online deposit/pre-payment and online gift card purchases, the ticket transaction will automatically be created in STX when a gift certificate is purchased online. The ticket will show as being paid by the OLS payment type. 

Open the ticket to view the details of the gift.

The highlighted Gift Certificate will have the client's name on it and you will see where a gift certificate was 'sold'. 

If the To Client field is left blank, the gift will be considered an Anonymous gift. Please confirm the field is properly filled in.

Online Services Payment Type

Each gift certificate created because of an online purchase will show as being paid for with an Online Services payment type. This is the only instance where the Online Services payment type will, or should ever be used.

The By Payment Type section in the Total Sheet will show the grand total of all OLS Online Services payments.

The Total Sheet and several of the other transaction reports will show the total dollar ($) amount received from the Online Services payment type. 

The Payment List, found in the Transactions reports, can be printed only for the Online Services payment type. Select the Online Services payment from the Payment Type popup menu. The report will show each transaction paid with the Online Services payment type.

Redeeming Gifts generated by Online Services

When the client who pre-paid or is the recipient of a Gift Certificate / Gift Card comes in for their appointment, the gift certificate will show on the ticket as available for them to redeem. 

Check the appropriate gift(s) to Use

Confirmation and Reminder Emails

The subject line of both the Confirmation and Reminder emails will always contain the company name and which type of email is being sent. Only appointments scheduled online will receive the Confirmation email. Appointments do not have to be scheduled online in order to receive the Reminder email.

Confirmation Email with Deposit / Pre-Payment

The Confirmation email will contain the details of the appointment the client just scheduled online, as well as confirm the deposit or the pre-payment information. This is exactly the same email the client will receive. 

Your copy will also contain the Booking Restriction information set on the client’s card, if any restrictions are set.

Basic Confirmation Email

The basic Confirmation email will contain the details of the appointment the client has just scheduled online. This is exactly the same email the client will receive. 

Your copy will also contain the Booking Restriction information set on the client’s card, if any restrictions are set.

Basic Reminder Email

The basic Reminder email contains the details of the upcoming appointment  and   a link for the client to click in order to confirm the appointment. 

Clicking the link confirms the client will be in for their appointment. This is exactly the same email the client will receive. All future appointments the client has scheduled (if any) will also appear in the email.

When the client clicks the link to confirm the appointment, they will receive the Thank you notice in their web browser. 

If a client is unable to click the link, you may change the status of the appointment to Confirmed from within the Booking Calendar window.

Appointment reminders are sent, at most, 24, 48, 72 or 96 hours before each appointment and at least eight hours after the appointment was booked. This allows for appointment changes on the day of booking.

Email reminders sent Automatically are sent between 16 hours and 48 hours in advance of an upcoming appointment.

In order for the Reminder email to be sent, the Status of the appointment MUST be set to the Booked status and the client must have a valid email address. Appointments with any other Status at the time the Reminder email is to be sent will NOT receive the Reminder email.

When a client schedules an appointment online, the appointment is placed on the STX booking calendar immediately.

Double-click the appointment to open the Appointment Detail window.

Appointment Detail

Automatically, the Status is set to Booked, and the Visit Type is set to Online.

The Date Booked and Date Modified information will show the Online Services employee. 

If a regular employee modifies or makes changes to the appointment, the Date Modified will reflect when the changes were made, and by who, according to which employee was logged in to the STX system when the changes were made. 

The Date Modified information is reflective of the last time the appointment was modified.

When the appointment Reminder email is sent to the client, the Status will automatically change to Email Sent. The Date Modified will reflect when the email was sent and will show the Online Services employee. 

When the client clicks the link from within the Reminder email to confirm the appointment, the Status will change to Confirmed. The Date Modified will reflect when the client clicked the link to confirm the appointment and will show the Online Services employee. 

SMS Text Messaging – Appointment Reminders

The SMS text messaging feature allows you to send appointment reminders to clients who wish to receive a reminder via text messaging and who have their valid 10-digit phone number on file. 

In addition to the client receiving a reminder email of their upcoming appointment, SMS reminders are sent two hours in advance of an appointment.

To enable the sending of SMS reminders, go to the Online tab in the General Setup window. 

Check the box labeled Send SMS reminders to enable the feature. NOTE: SMS appointment reminders will only be sent if there are SMS credits remaining. 

Click Buy Credits to purchase SMS credits. 

Select the desired number of credits and enter the credit card Payment Information

Click Purchase Online and a receipt will be emailed to the email address you entered.

After purchasing SMS credits, go to the Client Card for each client wishing to receive an SMS appointment reminder. 

Only clients with the SMS checkbox checked will receive the SMS appointment reminder. 

The box is only enabled for valid 10-digit phone numbers listed in the Cellular field of the client’s card.

SMS Activity Report

The SMS Activity report will show a summary of all SMS activity and is found in Reporting: Reports: Appointments

Set the desired Start Date and End Date

Click Print

Each time a new SMS appointment reminder is sent, the SMS Activity report will show the date and how many reminders were sent at once. 

With each SMS appointment reminder, the Balance will reflect how many credits are remaining. 

Start – The starting balance for the number of SMS credits available for the date(s) of the report.

Credits – The number of SMS credits purchased for the date(s) of the report.

Debits – The number of SMS credits used during the date(s) of the report.

End – The ending balance for the number of SMS credits available for the date(s) of the report.

Date – The date where each SMS activity occurred.

Description – Describes what kind of SMS activity occurred, whether sending a reminder or purchasing SMS credits.

Credit – Shows how many SMS credits were purchased.

Debit – Shows how many SMS credits were used.

Balance – A running balance of SMS credits available.

Client Marketing & Notifications, Online Mailings & Mailing Statistics

Generating an Email List

In most cases, an online mailing (such as a monthly newsletter) is sent to all current clients with a valid email address. 

To create a new marketing set for all current clients with a valid email address, go to Client: Client Marketing and click the New Set button.

Name the set Current Client Email. Set the Frequency to Monthly using the popup menu at the bottom.

To add the necessary filters for finding all current clients with a valid email address on file, click the New Filter button. 

Select the Active Client filter option. The Operation will remain Keep Matching Clients, and the Active criteria will be set to Include: Active

Click the New Filter button again and select the Email Address filter option. The Operation will remain Keep Matching Clients, and the Has Email Address criteria will be set to Include: Valid

Click the Matching Clients tab to view the clients selected. The client’s first and last name will appear, as well as the current valid email address. 

Online Mailing

The Output Settings tab is where you create the email for sending.

Set the Type popup menu to Online Mailing. The following drop-down sheet will appear containing the templates available for your mailing. 

Highlight the template you wish to use for the online mailing and click OK.

Add a Subject for the online mailing.

The Subject line is what the clients will see when the email is delivered into their email inboxes.

If you decide to choose a different template, click the Choose Template… button to make another selection.

Specific information is required to be within the online mailing and is included automatically on each online mailing template. You MUST verify that the information required is valid.

• Valid Company Name – found in Setup: General: Company Info

• Valid Company Contact Information – found in Setup: General: Company Info

• Valid Company Physical Address – found in Setup: General: Company Info

• Valid Company Email Address – found in Setup: General: Company Info

• Unsubscribe Option – is always automatically present and cannot be changed

• Valid Email address of online mailing recipient – found on each client card

It is a requirement of the CAN-SPAM act that your valid contact information be included in all online mailings. Any missing contact information in the General Setup for salon name, address and phone number exposes you to severe fines when sending online mailings.

A few of the online mailing templates use Latin to determine spacing in the body of the email. Please remember to replace all of the Latin text with your own. 

Images, headers, and footers in the online mailing templates can be replaced. 

Headers and footers containing written text are replaced by first deleting all text, as well as any extra spaces, then dragging the new header/footer into the vacated text field.

If you would like to insert a URL into the body of the email, simply highlight the text, or an image such as a social media logo, and click the Edit Link button. 

The text will now be a “hot link” the client will be able to click on when they receive the online mailing. 

Type the URL and click OK. Example – If you do not have a website but still want your clients to be able to book appointments online, go to Setup: General: Online. Copy the booking link and paste the link into the URL field.

Hot links can also be generated for documents you wish your clients to see. There are several programs available that convert your .pdf files into web-based links for easy retrieval. Here is one of the many programs available. 

Templates Available in STX

The following information shows the sizes of all existing images, headers, and footers. Any custom images should be resized to approximately the same size of the existing image. Custom headers and footers should be resized to exactly the same size of the existing headers and footers.  You will need to resize all custom images, headers and footers before moving the custom image onto the marketing template. 

To replace a header containing text, delete the company name as well as the extra spaces to the left. Drag the new custom header into the vacated text field. Once the new custom header is in place, you will no longer be able to include text in the header. You must show the company name within the body of the email or in the custom header you have created. 

To replace a footer containing text, delete the company contact information as well as the extra spaces to the left. Drag the new custom footer into the vacated text field. Once the new custom footer is in place, you will no longer be able to include text in the footer. You must have the company contact information within the body of the email or in the custom footer you have created. 

Because the template was not designed to contain a footer, it is not possible to add one.

If you have a .jpg or .png image of a full-page newsletter, delete all text within the body of the email and drag the full-page copy directly onto the blank template. A file type of .pdf is not accepted at this time and cannot be used within the mailing template.

Adjusting Image – Header – Footer Sizes

With OS X Leopard and Snow Leopard, the Preview application allows you to adjust the size of image, headers, and/or footers quite easily. Find and open the image you want to adjust and make sure it opens with the Preview application.

Enter the appropriate amount in the Width field. If the Scale proportionally box is checked, the Height will automatically adjust itself. 

Be sure the Resolution is 72 pixels/inch or less. Click OK

NOTE: An email template is designed for a maximum width of 676 pixels. Any single image will be limited to  300 KB when used for a mailing. This does not dictate a particular height/width. The dimensions of the image will depend upon its content.

Once the image, header, or footer has been resized and saved, simply drag the item onto the online mailing template, placing it directly on top of the item you wish to replace or into the blank template option.

Once you have the online mailing template complete, it is highly recommended you send a test email to yourself or a few key team members to make sure the online mailing will appear as you intended before sending to the clients.

Managing Custom Email Graphics & Banners

Manage custom email graphics and banners by creating a folder on your desktop which will contain each of your custom images.

Name each graphic and banner according to its use.

Sending a TEST email

When formatting an online mailing template, it is best to use fonts and formats which are more universal in nature. Specialized fonts and formats may not be compatible with every type of mail program, and therefore may not appear in the client’s email as you intend it to. 

Once you have the online mailing template complete, it is highly recommended you send a test email to yourself or a few key team members to make sure the online mailing will appear as you intended before sending to the clients. 

In Setup: Marketing: Client Flags, create a new flag called Test Online Mailing

Save and close the window.

Go to the client cards for those employees you wish to include on the test mailing. 

On the Marketing tab, check the Test Online Mailing flag. 

Save and close the window.

Now that the key team members have been flagged to receive the test emails, you will need to add another filter to the marketing set previously being generated.

Go back to Client Marketing and highlight the marketing set named Current Clients Email

On the Client Filters tab, click the New Filter button and select Client Flag

The Operation will remain Keep Matching Clients, and the Flags criteria can be set to Include: Test Online Mailing.

Click the Matching Clients tab to verify only the key personnel have been selected. 

Click Save, and then click Generate.

Click Send to send the test email.

Click Cancel and the online mailing will not be sent.

When you have finished sending the test emails, and all changes are complete, you will need to remove the Client Flag filter from the Client Filters tab.

NOTE: Removing the Client Flag filter will send the online mailing to all other clients matching the remaining filter set criteria.

Highlight the Client Flag filter and click the Delete Filter button. An alert will appear.

Click Delete and the filter will be removed from the Client Filters list. 

Once the online mailing is completed and ready to be sent to the clients, click Save. Click Generate.

Clients who had previously chosen to unsubscribe from an online mailing will automatically be eliminated from future online mailings. 

Click Send to send the online mailing to the selected clients. 

Click Cancel and the online mailing will not be sent. 

Notifications

For your most common guest communications, STX supports sending automated notifications between midnight and 1am (or within an hour of your server connecting to the Internet) to all qualifying guests with a valid email address. The content of the notification can be changed just like an online mailing campaign and are sent at most once per day.

Go to Client: Client Marketing, and click the Notifications tab. The available automatic notifications will be listed. 

New Guest Welcome - Sent to guests the day after they complete their first transaction. 

To automate the New Guest Welcome email, check the Automate box. Select a template and complete the Subject line. Edit the content of the email as desired. Click Choose Template... to select a different template. 

This notification will ignore the Do Not Mail flag since it is transactional in nature

Birthday Wishes - Sent to guests either on their birthday or up to seven days before. 

To automate the Birthday Wishes email, check the Automate box. Select a template and and complete the Subject line. Edit the content of the email as desired. Click Choose Template... to select a different template. 

Use the popup menu labeled Guests receive their birthday wishes to select the desired option.

Overdue Guest - Sent to guests between two and six weeks after their last appointment if they have no future appointment already booked. 

Think of this online mailing as a ‘reminder’ to clients that it’s time to book another appointment.

To automate the Overdue Guest email, check the Automate box. Select a template and complete the Subject line. Edit the content of the email as desired. Click Choose Template... to select a different template. 

Use the popup menu labeled Guests are overdue if they have no appointment on the book to select the desired option. 

Lost Guest - Sent to guests between two and six months after their last appointment if they have no future appointment already booked. 

Think of this online mailing as a notice to the client that it’s been too long since their last appointment. 

To automate the Lost Guest email, check the Automate box. Select a template and complete the Subject line. Edit the content of the email as desired. Click Choose Template... to select a different template. 

Use the popup menu labeled Guests are considered lost if they have no appointment on the book to select the desired option.

Guest Referral - Sent to guests the day after they refer someone to your location. 

To automate the Guest Referral email, check the Automate box. Select a template and and complete the Subject line. Edit the content of the email as desired. Click Choose Template... to select a different template. 

This notification will ignore the Do Not Mail flag since it is transactional in nature.

Mailing Statistics – Tracking Online Mailings

Track the online mailing by going to Client: Mailing Statistics.

If Internet connectivity is an issue when generating an online mailing, it will not be able to send until a stable Internet connection is regained. 

All failed mailings will be listed in RED. Once Internet connection is regained, highlight a failed mailing and click Retry. The failed mailing will attempt to resend. 

Highlight the online mailing to see the information. Expand each detail section to view the clients who relate to the section. Double-click a client name from any of the detail sections to go directly to the client’s card. 

Booked – Shows the number and value of all appointments booked within 36 hours of the mailing date by people who have READ the email.

Ticketed – Shows the number and value of all Client Visit ticket transactions associated with the appointments booked by people who have READ the email. 

If you are getting a high rate of unread email statistics, yet the clients say they are receiving them, make sure the recipient has their email account set to display images. Because the online mailings contain images, the recipient's email account must be set to display them. The only way the system can tell if an email was 'read' is if the image was 'opened' and displayed. If the image isn't opened or displayed when the recipient reads the email, the system has no way of knowing the email was even looked at.

It is possible the online mailing campaigns you are sending are ending up in the recipient's spam folder. The best solution to this is to ask your client base to list your email address (you, the sender) in their address book so that all of the emails from you are delivered without being marked as spam.

Unsubscribe Online Mailings

Each online mailing offers the ability to unsubscribe, which will remove the client from the mailing list. If the client calls and asks to be put on the mailing list again, you should make sure the client truly wishes to continue receiving the online mailings by requiring they submit their request in writing. 

If you undo the unsubscribe without the client's permission, you will be violating the CAN-SPAM Act with the client. Continuing to send online mailings to a client who unsubscribed could subject you to penalties of up to $16,000 per email. 

Requiring the client to submit in writing their desire to continue receiving your online mailings gives you proof they wanted you to undo the unsubscribe. 

When a client unsubscribes, the system automatically flags the client card with a 'hidden' flag called Do Not Send Marketing Emails. We keep this flag hidden to respect the client's wish for privacy. 

To re-subscribe a client to the marketing emails, you will need to activate the 'hidden' flag so you can then remove it from the client's card. 

Go to Setup: Marketing: Client Flags and check the Show Inactive box.

Check the flag Do Not Send Marketing Emails checkbox to make it active again, save and close the window.

Once the Do Not Send Marketing Emails flag is active again, go to the Client Card to remove the flag.

Go to the Marketing tab of the Client Card and uncheck the Do Not Send Marketing Emails flag. 

Save and close the client card. 

Go back to Setup: Marketing: Client Flags to make the flag inactive again by unchecking the Active box. Save and close the window.

Again, we keep the Do Not Send Marketing Emails flag hidden to respect the client's privacy. It is required you do NOT keep the flag active after removing the flag from a client card. You MUST make the flag inactive again.

Forwarding Online Mailings & Unintended Unsubscribing

Online Mailings are not intended to be forwarded, but there is little anyone can do to prevent it from happening. If someone forwards their email and the forwarded recipient clicks the unsubscribe link, there is nothing we can do to determine who performed the unsubscribe. 

The unsubscribe link is unique to the client who originally received the email, so nobody else should have it. However, as soon as they forward that email, the forwarded recipient will have the same unsubscribe link - a link intended for the original recipient only.

Above is the unsubscribe link that appears at the bottom of each online mailing. 

If the person you have forwarded an email to clicks the unsubscribe link on any online mailing - whether past or most recent - the original recipient will become unsubscribed to all future online mailings. 

IF you feel the need to forward an online mailing, you should ALWAYS remove the bottom line that shows the email address with the unsubscribe link before forwarding. 

In most circumstances the unintentional unsubscribe would go something like this:

• Employee/Client receives an email.

• They enthusiastically forward it to a few friends.

• One of those friends hits unsubscribe.

• The Employee/Client says "I didn't do that" 

and removes the unsubscribe flag from their client card.

• One of the other friends (or perhaps two) unsubscribe.

• The Employee/Client says "I didn't do that" 

and removes the unsubscribe flag from their client card.

If the Employee/Client stops forwarding emails, then this process should end here. 

It is unlikely that somebody who truly unsubscribed would continue to unsubscribe from an email - unless the Employee/Client keeps forwarding emails to people, or the forwarding client finds a previously forwarded email and unsubscribes again.

Each instance of becoming unsubscribed will appear on the client’s card: Marketing tab. Note how many days: hours: minutes: seconds it’s been since the unsubscribe. If it appears to be a while back, the client (whether original recipient or forwarding recipient) found a previously sent online mailing to click the unsubscribe link. If the client is going to unsubscribe, it is best they do so from a current online mailing.

Rewards Program based on OLS Visit Type

Setting up Online Services Rewards 

Rewards is a valuable STX feature that allows you to award points to clients for their loyalty.  Use reward points to (for example) create an Online Services Rewards program to thank clients who schedule their appointments online and complete their visit.

Go to Setup: Marketing: Rewards and click the New icon in the upper left-hand corner.

In the drop-down sheet, select the Build your own option and click New.

Name the new program Online Services Rewards

Click New Award Rule to add an award rule to the program.

Using the Title field, name the award rule according to what the program is about. In this example, it is named Online Services Rewards

Because this is going to be a continuous program, it is not necessary to enter a Start Date or an End Date

Determine how many points you wish to award the clients who have the visit type of Online. Enter the amount in the Award field. Using the popup menu, select what the points will be awarded for, such as Dollar Spent On, Individual, Client Visit, or Referred Client. In this example, it is set to award 100 points for every client visit. This means each ticket transaction the client has, the client will receive 100 points.

Check the where checkbox to add a condition to the rule. Because the program is based on a specific visit type, a condition needs to be added. In this example, the condition is set for visit type is Online. This means each ticket transaction the client has where the visit type is Online, the client will receive 100 points. Click OK.

Click New Redeem Rule to add a redeem rule to the program.

Using the Title field, name the redeem rule according to what the program is about. In this example, it is named *Online Services Rewards. 

Note the asterisk (*) in front of the typed name. The Redeem rules appear in the Promotion popup menus on each ticket transaction. Having the asterisk ensures the redeem rule will appear towards the top of the list for easy selection.

If this is going to be a continuous program, it is not necessary to enter a Start Date or an End Date

Determine how many points you wish the client to accumulate before they can redeem them on a future visit. Enter the amount in the Redeem field. In this example, it is set to 1000 points. Based on the Award rule, once the client has had 10 visits, they will have accumulated 1000 points.

Using the popup menu, select what the points can be traded for, such as a dollar or  percentage discount on either services or products. In this example, it is set to a 100% discount on a product once the client accumulates 1000 points. 

Check the where checkbox to add a condition to the rule. In this example, the condition is set to purchase price less than 30.00. This means once the client accumulates 1000 points, they can redeem the points for a free product, as long as the product is NOT over $30.00 in retail price. Click OK

Online Services Rewards In Action

Each time the client pays for a ticket where the Visit Type is Online, the transaction receipt will show how much they have earned toward the reward.

Once the client has accumulated enough points, the transaction receipt will show they can now redeem the points for the reward.

When a product is added to the ticket, and the client has enough points, the Promotion popup menu will show the word Default in a green color print. Use the popup menu to choose the appropriate reward redemption. 

The Net amount of the product will automatically be discounted based on the program’s redeem rule. In this example, the discount was 100% off a product where the purchase price is less than $30.00. The product being sold fits the criteria, and therefore is eligible for the discount.

Once the client redeems the rewards points, the transaction receipt will show the points being subtracted.

When the client logs into the online booking system, point balances will appear for each program with a balance.

Promotion List Report

Because the Online Services Rewards program points are redeemed using a Promotion, the Promotion List report can be printed to show how well the rewards program is working for your business. 
To print the Promotion List report, go to Reporting: Reports: Setup

Set the date Parameters for the report and click the Print… button. 

The report shows the ticket total income from the ticket where the promotion was used, and how much of a discount was given. Income is the amount collected after the discount was given. In this example, no services were purchased, and the retail item was purchased and discounted with the reward. The Ticket Income is from a $240 Gift sale, which far outweighed the ticket discount, even where the product was given away for free.

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