Reminders and emails
Which emails customers and you get, when the reminder arrives and how customers change or cancel their appointment themselves on "My appointment".
On this page
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, 12, 24 or 48 hours 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.
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 is in Settings → Booking rules. Changes are set in Settings → Changing appointments:
- whether the appointment can be changed through the link at all;
- until when (by default the same as the cancellation deadline);
- how many times at most (2 by default);
- whether the customer may choose another staff member who provides the service when changing.
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
The email in Settings → Details gets a notice about every new online booking, and about every change or cancellation through the link in an email. Notices come in the language the person with that email address chose in the admin, otherwise in the business's default language.
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).