The Customer notifications section

The Customer notifications section is where you set which notification scenarios will trigger emails and/or SMS notifications to be sent to your Customers. Examples of notification scenarios include: scheduling confirmations, event reminders, event follow-ups, cancelations, and reschedules. By default, when your Booking page is associated with Event types (recommended) then this entire section is located on the Event type, and when your Booking Page is not associated with Event types, this section is located on the Booking page (Learn why). However, your account Administrator may change the location of this section to be always on the Booking page for the entire account.


Configuring notifications 

Notification scenarios are booking events that will trigger an email or SMS notification to be sent to the Customer.  Learn more about the different Customer notification scenarios and when they apply

Note: Not all scenarios apply for every situation. For example, the scenario “Booking request made by Customer” triggers a notification to the Customer when the Customer makes a Booking request. However this scenario only takes place on Booking pages that use Booking with approval mode.

Selecting delivery method – Email or SMS

You can send an email or SMS notification for each Notification scenario. The exceptions are:

  • The Calendar event – No SMS option.
  • Reminders and follow-ups – Notifications are unchecked by default for the follow-up message. No follow-ups will be sent if these Notification scenarios are left untouched. 

Example of a notification with email and SMS selected:

Example of a notification with only SMS selected:

Note: We recommend sending SMS notifications in addition to email notifications. SMS notifications are supposed to be short whereas the notification emails contain all of the important booking information that your Customer will need. You can create Custom SMS templates that include more information but the messages will be longer.

Adding personal notes to emails

If you use Default templates, the majority of the content in emails and SMS notifications is fixed and cannot be changed. However, a short note can be added to some of the notification emails to make the message more personal and to help the Customer prepare for the upcoming meeting. For example, if you are a tax consultant, you may wish to add a note to your confirmation and reminder notifications that says, “Please remember to bring your income statement and bank details to our meeting.” Note length is limited to 10,000 characters.

A note can be added by clicking the link “Add note in Default template” next to the Template dropdown menu:

1) Adding notes to confirmation emails

A note can be added to confirmation emails, which are sent in the following notification scenarios

  • Booking made by Customer
  • Booking request approved by User
  • The Calendar event

These three notification scenarios share a note. A note written for one of these emails is automatically added to the other two notification emails. Any edits made in one are also automatically applied to the other two.  

2) Adding notes to reminders

A separate note can be written for email reminders. The email reminders share the same note. A note written for one email reminder is automatically added to the other email reminders. Any edits made to one reminder note are automatically applied to the other reminders. 

Creating a follow-up email or SMS notification

There is no pre-written text in the Default email or SMS template for the follow-up message. In order to send a follow-up message to your Customer, you must write your own text. 

Further customizing your email and SMS notifications 

If further customization is needed, you can use Custom templates. Custom templates provide you with utmost flexibility over the content allowing you to insert images, use any text you wish and add hyperlinks. The templates you create are available as choices via the dropdown menu in the Template column. Learn more about Custom templates

Setting the time for reminder and follow-up notifications

You can send up to three reminders prior to a meeting and a follow-up message after the meeting is over. Reminders can be sent up to 30 days in advance and the follow-up message can be sent up to 30 days after your meeting is over. The timing of the reminders and follow-ups are chosen by you:

It is important to think about the best notification timeline for your target audience and how they would like to receive reminders. For example, you may want to send an email notification a week before the meeting time, an email and SMS the day prior, and an SMS ten minutes before. 

Sending SMS reminders in addition to email reminders gives your Customers additional reminder channels and makes them less likely to miss your meeting. Learn more about sending SMS notifications to your Customers

Learn more about Customer notifications:

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