Messages to and from a customer

Updated on 2026-10-05

Customer record → Berichten tab (Messages), and for all customers together Meer → Instellingen → Verstuurde berichten (More → Settings → Sent messages).

Everything that went back and forth between your salon and one customer is in one place, newest first. Nothing on this screen sends anything: you only look.

What the Berichten tab shows

• Every email the customer received from your salon: the confirmation, the reminder, the rescheduling, the no-show message, the cancellation, the waiting list, the till receipt, the invoice and the credit note, the login code for the portal and the email to confirm their address. An email type added later shows up here automatically.
• WhatsApp, both ways: the confirmations and reminders that went out, and what the customer sent back.
• Peppol: an invoice sent as an e-invoice, with the reference from the access point.
• What the customer sent themselves through the booking site (the remark with an online booking) or the customer portal (a request to be called back, a request to delete their data).
• Messages from Optios, if you switched over with the wizard. See below.

Per line: when, the channel (an icon), to or from the customer, the type, the subject and the status.

At the top you filter by channel and by type. CSV and PDF download the list as you see it, with your filter applied.

Bekijken (View) shows the message as it was sent: the email in your salon's house style, or the text of a WhatsApp message. For an invoice, Factuur-pdf fetches the attachment. An email from before October 2026 has no content: it was not stored back then.

What the status means

Delivered or only sent: that depends on your mail server

Whether you ever see Afgeleverd or Geweigerd depends on the mail server your salon sends through.

• Your own mail server (Instellingen → Koppelingen → Mailserver), such as a Google Workspace account, does not report back whether an email arrived. You then see Verstuurd, and nothing more. A bounced email ends up as an error message in that account's mailbox, not in HairConnect.
• HairConnect's mail server does report back. If you do not use your own mail server, you will see Afgeleverd or Geweigerd appear.
• Mail via HairConnect (Instellingen → Koppelingen → Mail via HairConnect) sends your emails through HairConnect's mail server, with your own address as the sender. You then also see Afgeleverd, Uitgesteld or Geweigerd. See Mail via HairConnect.

What applies to your salon is shown at the top of Instellingen → E-mail, under Opvolging (Tracking).

Opened and clicked: only with the customer's consent

You can keep track of whether a customer opened an email and whether they clicked a link. This is done with an invisible image in the email and with links that briefly pass through HairConnect. Under the European ePrivacy rules (in Belgium article 10/2 of the law of 30 July 2018) this is only allowed with the customer's consent. That is why there are two locks, and both must be open:

1. You switch it on, under Instellingen → E-mail → Opvolging. It is off by default. Put it in your privacy statement before you switch it on. Who switches it on or off is recorded in the log.
2. The customer agrees themselves. That can happen in three places, and it is always off by default:
   • on the booking site, with a checkbox next to their details (only visible if you switched tracking on);
   • in the customer portal, under Voorkeuren (Preferences), where they can also switch it off again;
   • on the customer record, by you, with Akkoord: zien of hij een mail opent, only if the customer asks you to. This is stored as at the customer's request, with your name and the date.

On the record, Akkoord opvolging mails shows when and where the consent was given.

Without consent nothing is added to the email: no invisible image, no redirected links. If the customer later withdraws consent, or you switch tracking off, nothing is counted from that moment on, not even for emails already sent. The links in those emails keep working.

Never any tracking in an email with a login code, a link to confirm an email address, the email to review a record, or the payment request after a late cancellation. They carry a secret, and a company filter that opens the link in advance would use it up.

"Opened" is a hint, not proof

Apple Mail fetches the images of every email in advance, whether the customer opens the email or not. Some company filters open links to check them. An opening that comes from such a place, or that happens within half a minute of sending, is shown as Mogelijk automatisch geopend (possibly opened automatically). If the customer opens the email again later themselves, it simply becomes Geopend (Opened).

The overview of all messages

Meer → Instellingen → Verstuurde berichten shows the emails to all your customers. You filter by type, status and period.

Bounced and failed emails are at the top. Those need action: usually the address is wrong. Adres rechtzetten (Correct address) takes you straight to the record. The number next to Verstuurde berichten counts the bounced and failed emails of the past month.

This overview is for whoever may open the reports.

Mail komt niet aan (email does not arrive)

If a customer's mail server refuses an email, their address gets the mark Mail komt niet aan: on the customer record next to the email address, in the record's edit window, and in Verstuurde berichten under the address. Hover over it to read when it happened and what the customer's mail server said, for example 550 5.1.1 … does not exist.

HairConnect does not change the address itself. It is the address the customer gave: check it with them and correct it on the record. The mark then disappears by itself, because it is a different address. It also disappears when a later email to the same address does arrive, for example after a full mailbox has been emptied.

You only see this mark if your mail server reports refusals: with Mail via HairConnect or with HairConnect's mail server, not with your own mail server.

Where else you see it

• In the calendar. Open an appointment: at the bottom is the last email about that appointment, for example Herinnering: verstuurd or Bevestiging: afgeleverd, geopend. If it did not arrive, a warning sign is shown.
• With the invoices. In the Verstuurd (Sent) column, hover over the envelope to see what happened to the email. A red envelope is an email that was refused.
• With the transactions. The column Kasticket gemaild (Receipt emailed), which you can switch on above the table.
• With Hairlien. Ask "Did Mrs Pede read the reminder?". Hairlien looks it up in this tab, sends nothing, and says honestly when it cannot be known, for example because the customer gave no consent. If email to that customer does not arrive, Hairlien says so too.

Messages and consents from Optios

If you switch over with the wizard, the messages Optios sent to your customers come along too, with (uit Optios) next to the status. Optios only keeps them for six months, so nothing older comes in.

• Delivered and bounced come along, with the reason for a bounce.
• Read and clicked deliberately do not come along. Optios tracked that without the customer ever consenting, and HairConnect only does it with that consent.
• The consents on the record come along too: email, SMS and newsletter. Optios stores no date with them, so they show taken over from Optios, date unknown. A "yes" for SMS does not come along: in Optios SMS is on by default for every customer, and that is not that customer's consent.
• What the customer gave or withdrew in HairConnect itself is not overwritten by a later round. See Switching from Optios yourself.