Customer Notifications
Your customers receive automatic notifications at key moments throughout the booking process. These messages keep them informed without any manual effort from your team — from the moment they book to 24 hours before you show up.
Booking Confirmed
When it's sent: Immediately after a customer's appointment is confirmed.
What it contains:
Appointment date and time
Service name (appointment type)
Service location or address
Assigned team member (if applicable)
A link to view or manage the appointment
Channels: Email, SMS
This is the first message your customer receives after completing a booking. It confirms that everything went through and gives them all the details they need.
Booking Rescheduled
When it's sent: Immediately after an appointment's date or time is changed — whether by the customer, a team member, or an admin.
What it contains:
New appointment date and time
Service name
Service location or address
A link to view the updated appointment
Channels: Email, SMS
The rescheduled notification makes it clear that the original time has changed. Customers see the new time prominently so there's no confusion.
Booking Cancelled
When it's sent: Immediately after an appointment is cancelled — whether by the customer, a team member, or an admin.
What it contains:
Cancelled appointment details (date, time, service)
A brief cancellation message
A link to rebook if they'd like to schedule again
Channels: Email, SMS
This notification confirms the cancellation so the customer knows the appointment is no longer on the schedule.
Follow-up
When it's sent: Approximately 1 hour after a customer starts the booking process but doesn't complete it.
What it contains:
A reminder that they started booking but didn't finish
The service they were looking at
A link to pick up where they left off
Channels: Email
The follow-up email helps recover bookings that would otherwise be lost. If a customer got interrupted or distracted, this gentle nudge brings them back.
Tip: Follow-up emails are a great way to capture more bookings without any extra effort. They're enabled by default for all appointment types.
Appointment Reminder
When it's sent: 24 hours before the scheduled appointment time.
What it contains:
Appointment date and time
Service name
Service location or address
Assigned team member
A link to view or reschedule
Channels: Email, SMS
Reminders reduce no-shows and last-minute cancellations by giving customers a heads-up the day before. Learn more about how reminders work and how to configure them in Appointment Reminders.
Comment Notification
When it's sent: When a customer-visible comment is added to an appointment by a team member.
What it contains:
The comment text
Who left the comment
Appointment details for context
A link to view the appointment
Channels: Email
Not all comments trigger notifications — only comments explicitly marked as visible to the customer. Internal notes between team members do not send a notification to the customer.
Customizing customer notifications
You can control which customer notifications are sent on a per-appointment-type basis:
Go to Setup > Appointment Types.
Select the appointment type you want to configure.
Open the Notifications tab.
Toggle individual notification types on or off.
This gives you fine-grained control. For example, you might want to disable follow-up emails for a service that requires phone qualification before booking, while keeping them enabled for standard appointments.
Next steps
Appointment Reminders — Deep dive into the 24-hour reminder, including timing and configuration.
Team Notifications — See what your team members receive when appointment events happen.
Troubleshooting Notifications — Fix issues with missing or delayed customer notifications.