Client Notifications
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Written by Training BLVD
Updated over a week ago

Overview

Client Notifications empower your business to reduce no-shows and engage your clients through every step of their appointment journey through automated email and text notifications.

The Client Notifications section is found at the location level under Manage > Client Notifications. Only users with the ‘Manage Location’ and ‘Allow viewing and editing client notifications’ privileges can see Client Notifications.

Client Instructions

The term Client Instructions applies to a customized message, per location, which is seen by clients in:

  • The self-booking overlay after a successful booking

  • Confirmation emails sent immediately after the booking

  • Reminder emails sent prior to the appointment

  • Appointment details page from booking confirmation and reminder emails

The Client Instructions section is found at the location level under Manage > Client Notifications. At this time, only plain text is allowed in this field. Client Instructions are live in real-time and can be changed as often as desired.

Manage Client Instructions

  1. Navigate to Manage > Client Notifications

  2. Click Create or Edit Client Instructions

  3. Add text and click Save when complete.

Client instructions are intended to provide helpful information regarding your clients' appointments. These instructions appear in confirmation emails, reminder emails, and the client's appointment details page.

Example Client Instructions

Appointment Booking Confirmations

As soon as an appointment is booked (either by a client online, or by your business), the client receives a booking confirmation email, and if enabled, a booking confirmation text. The booking confirmation email includes appointment details and client instructions. The booking confirmation text includes the client's name, location name, appointment date, and time.

Booking Confirmation Email

Sent immediately after the appointment is booked by the client or by the business, the booking confirmation email contains:

  • Appointment details and the custom message from the “Client Instructions’ field.

  • A“Manage Appointment” button through which clients can access their appointment details page, where they can cancel or reschedule their appointment according to your cancellation policy.

  • If applicable, a "Complete Forms" button appears at the top, and '[Action Needed]' appears in the subject line.

The confirmation email defaults to include the price of services. To disable the price of services in confirmation emails, remove the checkmark from the ‘include price of services’ box under email settings and click save.

Example Booking Confirmation Email

Example Confirmation Email (Group Booking)

Booking Confirmation Text

Sent immediately after the appointment is booked by the client or by the business, the booking confirmation text contains the client's first name, business name, and appointment date and time.

A dedicated location phone number is required to enable booking confirmation texts. Usage rates apply for inbound/outbound segments.

NOTE: The business name that appears on the booking confirmation texts is the business name entered in Manage Location > Business Name.

Enabling or Disabling Confirmation Texts

Businesses can send clients instant verification of successful appointment bookings via automated text messages. This helps strengthen client relationships, reduce no-shows, increase completed appointments, and opens the door for ongoing client conversations. A dedicated location phone number is required for booking confirmation texts and usage rates apply.

To enable booking confirmation texts:

  1. Navigate to Manage > Client Notifications.

  2. Click Booking confirmation.

  3. Click the text message toggle to either enable or disable.

  4. Click Save to save settings.

NOTE: Booking confirmation texts cannot be customized at this time.

Appointment Reminder Notifications

Boulevard’s default reminders are set up so that two days before the actual appointment around 8 a.m. (PST), the appointment reminder email is sent. This email has the same details as the booking confirmation email but with a link to confirm the appointment. If a client has not responded to the reminder email, around 3 p.m. (PST) on that same day, they receive a reminder text. You can customize when you’d like clients to receive reminder emails and reminder texts in your Client Notification settings (between 1-5 days before the appointment).

Booking reminder email

Booking reminder text

Same day reminder text

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

Reminder Schedule

Reminder Email

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

Example Appointment Reminder Email (without Forms)

Example Appointment Reminder Email (with Forms)

Basic 2-Day Reminder Text

Sent at approximately 3 pm (PST). Default settings send 2 days before the appointment day if the appointment has not already been confirmed. This can be adjusted in your settings. If you have a dedicated phone number, any client replies via text are visible in the messages inbox. If you don’t have a dedicated phone number, client replies via text are not visible in the messages inbox, but are sent to your business via email to the business email address on file.

Example Appointment Reminder Text

Same Day Reminder Text

Timing for when same-day reminders are sent is set by the business through the client notifications settings. You can choose to send same-day reminders between 8am and 7pm in your location’s timezone. Same-day reminders send to both confirmed and unconfirmed clients who have an appointment that day.

A dedicated location phone number is required to enable same-day reminder texts. Any client replies via text are visible in the messages inbox.

Example same day reminder text

The above reflects default scheduling settings, but the timing of these notifications can be customized.

Customizing Reminder Emails and Texts

  1. Navigate to Manage > Client Notifications > Reminders

  2. Click the reminder you wish to edit.

  3. Click the dropdown menu under ‘When to send’ and select anywhere between 1-5 days to send the reminder.

  4. Click Save when complete.

NOTE: Either way you choose to send reminders (i.e. email first then text, or vice versa), if the first message results in a client confirmation, the second message is not sent.

Reminder Status

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

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