Booking and Reminder Messages to Clients
Will Patterson avatar
Written by Will Patterson
Updated over a week ago

Overview

As soon as an appointment is booked, whether online or by the business, the customer will receive a Booking Email. This first email shows the details of the appointment and the Client Instructions. Two days before the actual appointment, around 8 am (PST), the Reminder Email is sent. This email has the same details as the Confirmation Email but with a link to confirm the appointment. If a client has not responded to the Reminder Email, around 3 pm (PST) on that same day they will receive a Reminder Text.

IMPORTANT: Clients must have an email address and mobile number on their Client Profile to receive emails and text messages.

Booking and Reminder Schedule

Booking Email

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Sent immediately after the appointment is booked by the client or by the business. The booking email contains appointment details and the custom message from the “Client Instructions” field. If applicable, a "Complete Forms" button will appear at the top and '[Action Needed]' will appear in the subject line.

Reminder Email

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Sent at approximately 8am (PST), 2 days before the appointment day. The email reminder also contains the “Client Instructions” message. If applicable, a "Complete Forms" button will appear at the top and '[Action Needed]' will appear in the subject line.

Reminder Text

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Sent at approximately 3pm (PST), 2 days before the appointment day, but only if the client has not responded to the email reminder. A 'Yes' response to the text will confirm the appointment and send the automatic reply "Thank you! You are confirmed." A 'No' or any other response will forward their message to the business if you have the Contact Center add-on. If a client sends a 'No' or other text besides yes, confirm, etc. and you do not have the Contact Center add-on, they will receive the automatic reply "Your message was not received, please contact the business directly."

The above is the default schedule but you also have the ability to customize when your reminder emails and texts are sent out. Go into the Manage tab, and scroll down to the area titled "Location Features", in this area you will see Appointment Reminders. You can choose a different amount of days (1-5) for each reminder instance.

Please note that either way you choose to send them (i.e. email first then text, or vice versa), if the first message is confirmed the second message will not be sent out.

Location Logo

To add your location logo to booking and reminder emails, navigate to manage location > details and upload your location logo by clicking the location logo.

Client Instructions

To add client instructions to include in booking and reminder emails, navigate to manage location > details. An example of client instructions is including details about parking at your location.

Receipt Notes

Businesses can add receipt notes to include at the bottom of customer transaction receipts. To add a receipt note, navigate to manage location > details > receipt note.

Price Transparency

To include prices on services in confirmation emails, navigate to manage location > details > location features. Click the box for price transparency.

Resend Confirmation Email

To resend an appointment confirmation email, click the appointment preview window and click the three-dot menu found in the bottom right-hand corner of the edit appointment window. Click send email confirmation.

Resend Confirmation Email

To resend an appointment confirmation email, click the appointment preview window and click the three-dot menu found in the bottom right-hand corner of the edit appointment window. Click send email confirmation.

Reminder Status

Businesses can easily view if and when an email and text message reminder was sent to a client. To view this information, single-click an appointment on the calendar to open the preview window, then hover your mouse over the black broadcast icon. Reminders that were sent will appear below.

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Example Booking Email (without Forms)

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Example Booking Email (with Forms)

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Example Reminder Email

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Example Reminder Text

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Text Message Affirmative Responses

The following responses to text messages are not case sensitive and will trigger the automatic confirmation of an appointment: y, ya, yas, ye, yep, yes, yu, yus, yuss, yass, yess, yep, yup, sure, sure thing, see you, see you then, excited, so excited, confirm

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