A quick question about pickup or a photo from the day should have a home beside the client relationship. Bookings by Hugo includes unlimited in-app direct messaging so staff and clients can keep conversations together without using SMS/MMS credits.
What “free messaging” means here
Direct messaging is included with your paid Bookings by Hugo subscription. There is no separate per-message DM charge or SMS credit deduction for those in-app conversations. Bookings by Hugo itself is a subscription service; “free messaging” does not mean a free software plan or free carrier text messages.
Hugo AI-assisted bookings alongside direct messaging
Facilities can enable Hugo AI Booker in the client portal alongside direct messaging. Clients can describe the visit they need in everyday language, select their pets and dates, and follow guided booking steps. Grooming assistance helps clients choose a service and available appointment; boarding, daycare and training continue into the normal booking workspace for the remaining details. Your configured recommendations can suggest relevant services or add-ons, with nothing selected automatically. Clients still review and submit through the normal booking process, including applicable approval, waiver and payment requirements.
Use conversations for the details around a visit
Share updates and photos, answer questions and refer back to conversation history. A client can ask about an upcoming visit in the portal, and staff can keep the response with the ongoing conversation. This gives your team a shared place to follow the discussion.
Choose the right channel for the message
A direct message is read inside the Bookings by Hugo app or portal. SMS/MMS reaches a phone’s carrier messaging app and requires separate activation and purchased credits. Email is another channel for supported notifications. Enabled push notifications can draw attention to app updates on supported devices, but delivery depends on permissions and device conditions.
Set expectations with clients
Show families where to find their messages and how your team uses them. Use your facility’s communication policy to explain response times and which channel to use for urgent concerns. The communication features help organize contact; they do not guarantee that a person has seen a message immediately.