Notification Settings
Each appointment type can have its own notification settings, so you can tailor the messages customers receive based on the service. A quick drain cleaning might only need a confirmation, while a full roof replacement consultation might benefit from a reminder, follow-up, and custom notes.
Where to find notification settings
Navigate to the Appointment Types page.
Click the appointment type you want to configure.
Open the Notifications section.
Notification types
Driive supports five notification types per appointment type:
Booking confirmation
Sent immediately after a customer successfully books. Confirms the appointment details — date, time, service type, and assigned team member.
When to use: Keep this enabled for all appointment types. Customers expect a confirmation.
Reminder
Sent before the appointment as a heads-up. Helps reduce no-shows by reminding the customer of the upcoming visit.
When to use: Enable for all appointment types, especially if you have a no-show problem. The standard reminder goes out 24 hours before the appointment.
Follow-up
Sent after the appointment is marked complete. Use this to thank the customer, request feedback, or suggest next steps.
When to use: Great for building relationships and encouraging repeat business. Especially valuable for services where a follow-up visit might be needed (e.g., "Your inspection report is ready — call us to schedule repairs").
Cancellation
Sent when an appointment is canceled — whether by your team or by the customer. Confirms the cancellation and may include rebooking instructions.
When to use: Keep this enabled so customers have a clear record that their appointment was canceled and know how to rebook if needed.
Reschedule
Sent when an appointment's date or time changes. Confirms the new details so there's no confusion about when the visit is happening.
When to use: Always keep this on. A reschedule notification prevents the customer from showing up (or being unavailable) at the old time.
Email vs. SMS toggles
Each notification type can be sent via email, SMS, or both. Toggle each channel independently based on what makes sense for the notification and your customer base.
Channel | Best for |
|---|---|
Detailed information, links to forms or documents, appointment summaries | |
SMS | Quick reminders, time-sensitive confirmations, customers who don't check email often |
Tip: For reminders, SMS tends to have higher open rates than email. If you're trying to reduce no-shows, enabling SMS reminders is one of the most effective changes you can make.
Considerations
SMS requires that the customer provided a phone number during booking.
Customers can opt out of SMS at any time.
SMS messages are kept short. For detailed information, use email.
Custom notes per notification type
Each notification type has an optional custom notes field where you can add text specific to this appointment type. The notes are appended to the standard notification template.
Examples
Booking confirmation notes for "Roof Inspection":
"Please make sure your driveway is accessible for our truck. If you have a dog, we ask that it be secured during the inspection."
Reminder notes for "AC Repair":
"Our technician will need access to your indoor HVAC unit. Please clear the area around it before the appointment."
Follow-up notes for "Landscape Design Consultation":
"Your custom landscape plan will be emailed within 3 business days. Reply to this email with any questions."
Custom notes let you provide service-specific instructions without creating entirely custom notification templates.
Configuring notifications
To enable, disable, or customize a notification:
In the Notifications section, find the notification type you want to change.
Toggle email and/or SMS on or off.
If enabled, optionally add or edit the custom notes field.
Save your changes.
Changes apply to all future notifications of this type. Notifications that have already been sent or scheduled are not affected.
How notification settings interact with global settings
Notification settings on an appointment type work alongside your organization's global notification settings in Notifications:
Global settings control the overall notification templates, branding, and sender information.
Appointment type settings control which notifications are active and add custom notes per service.
If a notification type is disabled at the global level, it won't send even if it's enabled on the appointment type. Appointment type settings can only narrow or customize — they can't override a globally disabled notification.
Tips for effective notifications
Enable confirmations and reminders at minimum. These two cover the basics: "Your appointment is set" and "Don't forget about tomorrow."
Keep custom notes short and actionable. Tell customers what to do, not what you do.
Use follow-ups strategically. A well-timed follow-up after a job is an opportunity to ask for a review, upsell additional services, or simply leave a positive impression.
Test with your own email/phone. Book a test appointment to see exactly what your customers receive.
Next steps
Notifications — Configure global notification settings, templates, and branding.
Creating an Appointment Type — Set up a new appointment type from scratch.
Appointment Types Overview — Return to the full list of appointment type settings.