Booking Reminders: How Customers Get Email and SMS Notifications

Customers receive email and SMS reminders to help them stay informed about their upcoming bookings and reduce no-shows.
This article explains how these reminder messages work, when they are sent, and how merchants can monitor and resend them if needed.

When Are Booking Reminders Sent?

Email reminders are automatically sent approximately 48 hours before the scheduled booking time.

If SMS reminders are enabled, customers also receive a brief SMS message at the same time. SMS messages benefit from a 95%+ open rate, making them an effective way to reach customers.

No reminders are sent if the booking is made within 48 hours of the appointment time.

What Do Booking Reminders Include?

The booking reminder email contains:

• Booking details: date, time, and service provider.

• A Manage Booking link allowing customers to view, change, or cancel their booking if permitted by your booking preferences.

• Instructions advising customers to call your business if changes or cancellations are needed within the allowable cancellation timeframe (e.g., if a 24-hour cancellation window is set).

• A link to the Customer Portal where customers can view and manage all upcoming and past bookings as well as account details.

SMS Reminders

SMS reminders provide a concise confirmation of the booking date, time, and service provider. These reminders supplement email notifications and help improve attendance rates.

For SMS reminders to be sent, you must enable SMS notifications and maintain sufficient SMS credits.

For information on purchasing credits, see: How to Purchase SMS Credits and Check the Balance.

Troubleshooting & FAQs

What if a customer’s contact details are incorrect or missing?

Reminders can only be sent if the customer provides a valid email address and/or mobile number during booking. Make sure contact information is complete to ensure delivery.

Can I track when reminders are sent?

Yes, you can view the notifications history via the Booking History tab in each booking.

What happens if a booking is made less than 48 hours before the appointment?

No reminder email or SMS is sent automatically if the booking occurs within 48 hours of the scheduled time.

Can customers always change or cancel their bookings via the reminder email?

Only if your booking preferences allow it. Otherwise, the email advises customers to call your business for last-minute changes or cancellations.

 

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