What's New in Mass Messages – Clientbook

At a Glance

Before	After
Audience defaults to ALL clients	Audience starts at 0 - you build it
Include tags only	Include AND exclude tags
Audience locked when you created the message	Audience updates at send time
No cost visibility	Plan limit, usage, and overage cost shown upfront
"Submit" and hope for the best	Confirmation dialog with recipient count and cost - type the number to confirm
Can't cancel once scheduled	Cancel scheduled messages - even ones already in the middle of sending
In-composer opt-in request	Removed - opt-out language is included automatically in your sends

Safer Sending

Your Audience Starts at Zero

When you open a new mass message, the recipients counter on the right shows 0. You build the audience intentionally by adding filters - there's no default to "everyone." The old behavior of defaulting to your entire client list is gone.

This is the single biggest change in the beta. It exists to prevent the most common failure mode: accidentally sending a targeted message to every client you have.

The New Message composer (Scheduled message screen) right after clicking "New Message" — showing the Audience section with all five `+` filter buttons, the "0 recipients" counter on the right, and the empty message text area below with the four placeholder chips. This is the money shot for the safety story. — The New Message composer (Scheduled message screen) right after clicking "New Message" - showing the Audience section with all five `+` filter buttons, the "0 recipients" counter on the right, and the empty message text area below with the four placeholder chips. This is the money shot for the safety story.

Type the Number to Confirm

When you click Schedule to Send, a confirmation dialog shows:

The exact number of recipients
The potential cost if the message pushes you over your plan limit
A field where you type the recipient number to confirm

Typing the number is a small friction that turns an "oh no" into a conscious choice. You can't miss-click your way into a 3,000-recipient send.

Send confirmation dialog — "Are you sure you want to message N clients?" with the recipient count, overage cost preview, and a field that requires typing the recipient number before the Confirm button activates. — Send confirmation dialog - "Are you sure you want to message N clients?" with the recipient count, overage cost preview, and a field that requires typing the recipient number before the Confirm button activates.

Cancel Scheduled - Even Mid-Send

You can now cancel a scheduled message before it goes out, or stop a send that's already in progress, mid-batch.

Go to the Mass Messages list
Find the message (status SCHEDULED, or currently sending)
Click the delete icon
Confirm the cancellation

Cancel Scheduled Message confirmation dialog asking "Are you sure you want to cancel this scheduled message?" with "No, Keep It" and "Yes, Cancel" buttons.

Two cases, two outcomes:

Scheduled (not yet started): the send is fully cancelled. No messages go out. Status changes to CANCELED.
In-progress (mid-send): anything already sent stays sent - you can't recall messages that have left the system. Everything that hasn't gone out yet is cancelled. Status changes to CANCELED with the partial send count preserved.

Because large audiences send in batches over several minutes, mid-send cancellation lets you catch a typo or wrong-audience send before the whole batch goes out.

Better Audience Targeting

Include AND Exclude Tags

You can now include specific tags AND exclude specific tags in the same audience. This is the targeting pattern most customers have been asking for:

Scenario	Include	Exclude	Result
VIP promo, skip recent buyers	`VIP`	`Purchased Last 30 Days`	VIPs who haven't bought recently
Bridal event, skip already-converted	`Bridal`, `Engaged`	`Engagement Ring Sold`	Engaged clients who haven't bought yet
Holiday push, skip already-messaged	`Holiday Shopper`	`Holiday Message Sent`	Holiday shoppers you haven't reached

Audience builder with both sides applied — an include tag (Gabriel & Company) and a strikethrough-red exclude tag (Ashi). Right sidebar shows "7 recipients" with a Preview Audience link and a "This could cost $0.49 if you exceed your plan limit" preview line. — Audience builder with both sides applied - an include tag (Gabriel & Company) and a strikethrough-red exclude tag (Ashi). Right sidebar shows "7 recipients" with a Preview Audience link and a "This could cost $0.49 if you exceed your plan limit" preview line.

Simpler Audience Builder

Under the Audience section, you'll see five filter buttons:

+ Tags
+ Exclude Tags
+ Stores
+ Contact Methods
+ Last Contacted

Click any button to open its selector and pick values. Each filter you add appears as a chip you can remove by clicking the ×. The recipients counter on the right updates in real time as you adjust.

Dynamic Audience

Your audience is now evaluated when the message sends, not when you create it.

Schedule a Valentine's Day message two weeks out targeting VIP + Fashion, and any tag changes between now and then are reflected automatically:

A client tagged VIP tomorrow → included when the message sends in two weeks
A client who has VIP removed tomorrow → excluded when the message sends in two weeks

This means you can set up campaigns well in advance without worrying about stale lists.

Deprecated Filters

Three filters were removed from Mass Messages:

Removed Filter	What to Use Instead
Birthdays	Set up birthday automations under Life Events. For campaign targeting (e.g., "all February birthdays for Valentine's"), create and apply tags like `February Birthday`.
Anniversaries	Same as above - use Life Event automations for individual anniversary outreach, and tags like `June Anniversary` for campaign segmentation.
Preferences	Use tags for preference-based segmentation (e.g., `Prefers Modern`, `Bridal Interest`).

If you previously used birthday or anniversary filters for campaign targeting, we recommend creating month-based tags and applying them to the relevant clients.

Pricing Transparency

Three tiles at the top of the Mass Messages page give you a live view of your usage and cost:

Tile	What It Shows
Messages Sent	Total messages sent this month and how many mass messages they came from
Plan Limit	Your monthly message allocation with a progress bar showing percentage used
Cost	Your current overage cost for the month. Messages beyond your plan limit are billed at $0.07 per message sent.

Top of the Mass Messages list page showing the three tiles side by side: Messages Sent, Plan Limit (with the progress bar and percentage), and Cost (with the "$0.07 per message sent" line). Crop to just the three tiles and the page title above them.

You also see potential cost before you send, in the same confirmation dialog that asks you to type the recipient number. No more surprise overages.

Opt-In Flow Simplified

The old in-composer "Require client opt-in for marketing messages" toggle is gone. It was adding friction without adding value.

Instead:

Clientbook automatically includes opt-out language in your mass messages from time to time, so clients always know how to stop receiving them
Clients continue to use STOP and START to opt out and opt back in (unchanged)
Make sure the clients you're messaging have given you permission to text them - same as always

Marketing Status

We're also building a new way for clients to opt out of marketing messages specifically - without opting out of all communication with your store. This means a client who wants to stop getting promotional messages can still receive appointment reminders, one-on-one messages, and other non-marketing communication

Everything Else

Anything not listed above works the same as before. Your existing Mass Messages articles are still accurate for those behaviors:

How messages get delivered
Character limits, image sizes, and formatting guidelines
Why certain words get blocked (deliverability protection)
STOP / START opt-out commands

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