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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 the day before you show up.

Arrival windows: If a customer booked an arrival window rather than an exact time, every message below shows the window — labeled Arrival Window, e.g. 8:00 AM – 10:00 AM — instead of a specific start time. Customers only ever see the window, never the internal plan. A midnight-to-noon window shows as ASAP.

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
  • The assigned user (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 or by someone on your team.

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 or by someone on your team.

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.

Booking Link

When it's sent: When Driive sends the customer a booking link so they can pick their own time — for example, when Dot wraps up a call by texting or emailing the customer a link to your live availability.

What it contains:

  • The service they're scheduling
  • A link to pick a time from your live availability
  • Your phone number in case they have questions

Channels: Email, SMS

The booking link puts the customer in control of scheduling. They pick a slot that works for them, and Driive books the appointment — no phone tag required.

Appointment Reminder

When it's sent: The day before the scheduled appointment.

What it contains:

  • Appointment date and time
  • Service name
  • Service location or address
  • The assigned user
  • 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. In the app this notification is labeled 24hr Reminder. Learn more about how reminders work and how to configure them in Appointment Reminders.

Technician On the Way

When it's sent: When a dispatcher marks the assigned technician en route on the Dispatch board.

What it contains:

  • A heads-up that the technician is on the way — "Your technician is on the way!"
  • The technician's name and contact info (phone and email) — the assignment is committed at this point, so it's safe to share who's coming
  • The appointment details, including the arrival window
  • Any additional note you've attached for this service

Channels: Email, SMS

This is the "on my way" message that closes the loop on the day of service. The SMS version reads like "{Your business}: Your technician Sam is on the way for your AC Repair appointment."

Note: This message only goes out when someone marks the job en route — it's a deliberate action on the Dispatch board, not an automatic timed send.

Comment Notification

When it's sent: When a customer-visible comment is added to an appointment by someone on your team.

What it contains:

  • The comment text
  • Who left the comment
  • Appointment details for context
  • A link to view the appointment

Channels: Email, SMS

Not all comments trigger notifications — only comments explicitly marked as visible to the customer. Internal notes stay internal and never notify the customer.

Customizing customer notifications

You can control which customer notifications are sent on a per-appointment-type basis:

  1. Go to Setup > Appointment Types.
  2. Select the appointment type you want to configure.
  3. Open the Notifications tab.
  4. Toggle individual notification types — Booking Confirmation, 24hr Reminder, Cancellation, and Reschedule — on or off, and choose the Email and SMS channels for each.

This gives you fine-grained control. For example, you might turn off SMS reminders for a quick "Estimate Call" while keeping both email and SMS enabled for an in-home "Roof Inspection" where the customer needs to be there.

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