Reminders and emails

We send the appointment emails ourselves, on behalf of your business. The sender is your business's name, and when a customer replies, the reply goes to the email in Settings → Details. A list of every email, with when it is sent and which setting switches it, is in Settings → Reminders and emails.

Emails to customers

• Booking confirmation: straight after an online booking.
• Reminder: before the appointment, as set (see below).
• Change and cancellation: when the customer changes or cancels the appointment through the link in an email.
• Appointment entered, moved or cancelled in the admin: only when you tick that we should tell the customer when saving, e.g. Send a confirmation by email.

Customers get their emails in the language they booked in. Emails about an upcoming appointment come with a calendar invitation: one tap and the appointment is in the calendar on their phone. When the appointment is moved or cancelled and the customer gets an email about it, the same calendar event is updated.

The reminder before the appointment

In Settings → Reminders and emails you choose when the reminder arrives: 2 or 12 hours, or 1 or 2 days before the appointment, or No reminders.

No reminder is sent for appointments booked within that period. For example, with a reminder 24 hours before, an appointment booked for tomorrow morning gets no reminder, because the confirmation has only just arrived. When an appointment is moved, the same rule applies to the new time.

SMS reminder

The SMS reminder is a short text message to the customer's mobile before the appointment, besides the email or instead of it. The platform's support switches it on, by the offer. Settings → Reminders and emails then has a part called SMS reminder, where you choose:

• who gets one: Do not send, Only without email (appointments without an email address, e.g. arranged by phone or in person) or Everyone, besides the email;
• how long before the appointment: 2 or 12 hours, or 1 or 2 days. This does not depend on the email reminder: the email can arrive a day before and the SMS 2 hours before.

No SMS goes out between 9 pm and 8 am. A reminder that would fall then arrives the evening before at 8 pm, e.g. 2 hours before an appointment at 9:00. The SMS is sent even when email reminders are off. Then, with Only without email, customers with an email get no reminder at all. Like the email, no SMS is sent for an appointment booked or moved after the time the reminder was due.

The message is short, e.g. "Salon Ana: appointment Tuesday 27/10 at 10:00. Change/cancel: https://…". The link leads to My appointment. Croatian letters (č, ć, đ, š, ž) are written without their marks, as with them the message would be two or three times longer. The message comes from the SMS provider's number or, when agreed, under your business's name.

SMS goes to mobile numbers only, for now from Croatia. If a customer does not want SMS, switch SMS reminders off on their record; emails still go out. The appointment's page says whether the SMS was sent and whether it was delivered. Beside the settings you see how many SMS you used this month out of the agreed number. Once it is used up, reminders go by email only until the end of the month.

My appointment: customers change or cancel it themselves

Every appointment email has a link to the My appointment page. On it, the customer sees the appointment and can:

• change it: choose another free time, with the same service;
• cancel it, up to the cancellation deadline;
• add it to their calendar.

Once the appointment is over or cancelled, the page offers Book again.

The cancellation deadline and changes are set in Settings → Booking rules, in the Cancelling and changing part:

• whether the appointment can be changed through the link at all;
• how many times at most (2 by default);
• whether the customer may choose another staff member who provides the service when changing.

An appointment can be changed up to the same deadline as it can be cancelled. After the deadline the page shows your contact details, so the customer can get in touch directly. Every change is recorded in the appointment's history in the admin.

Emails to you

People with a login to the admin get a notice about every new online booking, and about every change or cancellation through the link in an email. Everyone chooses in My account → Booking notices:

• All appointments: a notice about every appointment (the owner and the front desk; the owner's default);
• My appointments: only about their own appointments (a staff member's default);
• None: no notices (the front desk's default).

When a customer moves an appointment to another staff member, both get the notice. For an appointment with a staff member who has no login of their own, the notice goes to the email in Settings → Details. The same address never gets the same notice twice. Notices come in the language the person chose in the admin, otherwise in the business's default language.

When you click Reply on a notice, the owner and the address in Details write to the customer directly. Staff members and the front desk reply to the business's address, so customers always hear from the business, never from someone's private address.

For group sessions no notice comes for each participant, but one list of participants per session, when online booking for it closes.

The owner also gets an email when few open days are left, and when unusually many online bookings from new people arrive at once (more in Booking protection).

When an email doesn't arrive

If we can't deliver an email, e.g. because of a mistyped address, the Today page shows which email didn't arrive and to whom. Check the address on the appointment or let the customer know another way.

How the emails look

Emails to customers have your booking page's look: logo, colour and template. You can view them and send yourself a test email in Settings → Booking page look → Emails (more in Booking page look).