Which emails your clients get
In short
Six appointment emails, from the booking request to the cancellation. Four you can switch off, and the replies to an online booking always go out. Email and SMS are switched separately.
Every appointment can send your client up to six emails, each at a moment they would expect to hear from you. They all go out under your shop's name, with your logo, in the client's own language.
- Kinds of email
- Six
- Request received, rejected, confirmation, reminder, updated and cancelled.
- Always sent
- The replies to an online booking
- A client who books from your page always hears back, whatever your switches say.
- Languages
- Romanian, English, Hungarian, Italian
- The client's language first, then your shop's, then English.
- Per client
- At most 6 a day
- Counted separately from the SMS limit, so one never uses up the other.
From booking to visit
For a booking made on your booking page, the client hears from you like this:
- Monday 21:14Request receivedThe moment they book
- Tuesday 09:05ConfirmationWhen you accept the request
- Wednesday 14:30Reminder24 hours before
- Thursday 14:30Appointment
If you decline the request, or it expires before anyone answers it, the client gets Booking rejected instead, which also states any refund.
The six emails
- Booking received
Sent the moment a client books from your page. For a booking that takes a payment, it goes out once the payment step is done.
- Booking rejected
When you decline a request, or it expires unanswered.
- Confirmation
For an appointment your team creates, within about a minute. For an online booking, when you accept it. A recurring series is confirmed once, not once per visit.
- Reminder
24 hours before the appointment. Every visit in a recurring series gets its own.
- Appointment updated
Only when something the client would notice changes, like the time or the service. When the time moved, it names the old time too.
- Appointment cancelled
When a confirmed appointment, or a request the client was told about, is cancelled. A tentative appointment the client never heard about sends nothing.
Switching them on and off
All six are on for a new shop. Four of them have a switch:
Values shown for an example shop.
Sent immediately when an appointment is created.
Sent 24 hours before the appointment.
Sent when an appointment's date or time is changed.
Sent when an appointment is cancelled.
The Confirmation switch only covers appointments your team creates. An online booking is always confirmed by email when you accept it, because it is the reply the client is waiting for.
Where to find it
When an email does not go out
Even with its switch on, an email is not sent when:
- the client has no email address (they still get texts, if they have a phone number)
- the client unsubscribed from your emails, which stops all six, including the two that are always on
- the address bounced for good before
- the client already had 6 appointment emails today
Each one that was held back shows on the appointment's history, with the reason. Emails never wait for your opening hours: only SMS does, if you ask it to.
How they look
Every email carries your logo at the top, or your shop's name if you have no logo yet. On a phone in dark mode it uses your dark logo, when you have uploaded both. Your shop phone appears as a number the client can tap to call.
Related
See it with your own shop
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