Help CenterMass Email provides a flexible way to communicate with clients, promote services, share operational updates, and re-engage prospective or inactive clients. By configuring account settings and employee access, creating reusable templates with personalized variables, and selecting recipients through manual or appointment-based criteria, you can deliver targeted messages efficiently. Before sending, review the recipient list, account for clients without email addresses or those who have opted out, preview the message, and confirm the final recipient count.
Click on Messaging, Mass Email.
Templates
The Templates tab lets you create your email ahead of time and can be used multiple times if needed. For example, you can create a template called Holiday Hours that alerts clients of new hours for holidays. You can edit the email each time and simply update the dates so it can be used for all holidays.
Click on Templates, Create a New Template. 
Add the title and your message. You can add different color fonts, colors, and images.
There are also Variables, which are data tags so the email will automatically show the clients name, pet name, business name, and so on.
Click Save as a New Template when done.
Settings
On the Settings page you can choose the email account, set access to mass emails and set a reply to email.
Click to Enable Mass Emails.
Email account
You can use Kennel Connection provided account.
You can use your own SendGrid account.
Email campaign account – This allows you to connect to your Mailchimp account for advanced campaigns and tracking.
Reply to email
If a client replies to the mass email, you can set a reply to email where their responses will go.
Restrict Employee Access
This allows you to set which employees can access the Mass Email feature.
If all employees have access, leave the checkbox unchecked.
If you need to set access for certain employees, click the box for ‘Allow the following employees to view and use all Mass Email functions’.
Click Choose.
Check the box for the employees who should have access to Mass Emails.
Hit Ok.
Mass Emails
When sending an email, you can create a new one or use one of the prebuilt Templates.
If you choose a template, you will be able to edit the message before sending.
Choosing recipients
Manually choosing clients
There may be times when you need to send a message to clients who have opted out of mass emails, say if there is an urgent matter related to appointments. Click the button to ‘Send to clients that have opted out of Mass Email’
It is not recommended you do this for marketing emails.
Click Choose. This will show your complete client list. You can search for clients or scroll through the list to choose them.
The screen will show if they have no email address on file or if they have opted out of Mass Emails.
Click the Add button to add individual clients to the recipient list.
Click Select Displayed Clients to add the entire list of clients on the screen to the list.
Click Remove to take a client from the list.
Mass Email disabled
If someone wants to be opted back into mass emails, go to the client card and click on the Edit button.
Scroll down and uncheck the box for ‘Opt out of Mass Emails’.
Click Save.
Clients with appointments
You can choose clients based on their appointment status.
Appointments – Choose the module (Boarding, Grooming, Daycare, Special Services, Training) or Any module for all appointments.
Choose the date range – You can choose up to three months at a time.
Vaccine status – Choose pets who have missing and/or expired vaccinations.
Appointment status – Options include if they are checked in or out, if the appointment is waitlisted, cancelled or not confirmed.
Arriving/Departing – Choose specific in/out dates or ignore to send to all appointments in the date range.
Departure Groom service – Choose to send to any appointment that does not have a departure service added to their Boarding, Daycare or Training appointment. You can also choose a specific Departure Service. For example, you can target clients who haven’t signed up for a Luxury Spa Service and let them know there is a sale.
Other Services – Choose to send to any appointment that doesn’t have an Other Service added to their appointment. You can also choose a specific Other Service.
Clients who are new or haven’t been in recently
Clients who haven’t had a recent appointment – Choose the module or leave as any. Choose the date range and how far back to consider their last appointment.
For example, you can target clients who haven’t had any appointment from August 1st to October 7th, but they’ve had a previous appointment sometime between January 1st and July 31st.
Clients who haven’t had any appointments – You can set this to be new clients who have never booked an appointment. Or you can look across the modules. For example, you can target clients who have booked a groom appointment but have never booked a boarding appointment.
Prospective clients
If you have open houses or outreach programs where you gather a list of prospective clients, you can target them when sending a mass email.
When adding a new client, it adds a date created to their record. When you choose a date range, it will send to Prospective clients added to your database during that date range.
To set a client as Prospective, click the Edit button on the client card and scroll to the bottom.
Review the recipients
Once you have chosen the recipients, the next section will show which clients will receive the message. It includes information about how many don’t have an email address or opted out of Mass Emails. You can export the client list if desired.
Confirm and Send
Click to Preview the message and Send.
This will show the message and how many recipients will receive it. Click Send Email.
On the Mass Email tab, you’ll see the status of how many emails are to be sent and the count will update as the messages are sent.
Key Points
· Enable Mass Email and choose the appropriate email account, reply-to address, and employee access settings.
· Create reusable templates and use variables to personalize messages with client, pet, or business information.
· Select recipients manually or filter by appointments, service needs, vaccination status, client activity, or prospective-client status.
· Use the opt-out override only for necessary appointment-related or urgent communications, not routine marketing.
· Review recipients carefully, including clients without email addresses or those who have opted out, before sending.
· Preview the final message, confirm the recipient count, send the email, and monitor delivery status on the Mass Email tab.