Booking confirmations, reminders and change emails
The emails that go out automatically around every appointment, when each one is sent, and how to reword or switch them off.
Every booking comes with emails you don't have to set up: a confirmation straight away, a reminder the day before, and a notice if you move or cancel it. You get an email too, so you know before the guest arrives.
Before you start
- The guest needs an email address on the booking. Online bookings always have one; bookings taken by hand only if you typed it.
Steps
See and reword the emails
- Open Marketing › Email and choose the System emails tab.
- Under Sent to customers, find Booking confirmation, Booking reminder, Booking cancelled and Booking rescheduled.
- Under Sent to you, find New booking and Booking cancelled.
- Press an email to open it and change its wording. Use the fields offered, such as
{{booking_time}}(the day and time, in the guest's zone) and{{booking_timezone}}(the city that time is shown in). Once changed, the email reads Your wording instead of Standard wording. - To go back to the original wording, open the email's ⋮ menu and choose Reset to standard.
Switch one off
- On the email's ⋮ menu, choose Switch off. It then reads Switched off. Choose Switch back on to restore it. Emails that can't be switched off say Always sent in that menu, with the reason.
Add a text reminder or a follow-up
- Open Automations and create a workflow that starts on Their appointment is tomorrow, They book an appointment, Their appointment is completed or They miss an appointment.
- Add a step such as Send a text message, and switch the workflow on.
What happens next
| When it goes | Can be switched off | |
|---|---|---|
| Booking confirmation | the moment the booking is made, online or by hand | no |
| Booking reminder | between 24 and 26 hours before the start, for Booked and Confirmed appointments | yes |
| Booking rescheduled | when you move it to a new time | no |
| Booking cancelled | when you set it to Cancelled | no |
| New booking (to you) | when somebody books | yes |
| Booking cancelled (to you) | when a booking is cancelled | yes |
The confirmation for an online booking shows the time in the zone the guest was reading the page in. Emails are sent once each; the reminder is not sent twice for the same appointment.
For agencies
Open the client first (Sub-accounts › Open). Each client's booking emails carry that client's business name and details.
Troubleshooting
The guest didn't get a reminder. The appointment was booked less than a day before it started, so the reminder window had already passed. Or the reminder is switched off, the appointment was cancelled or marked completed first, or the booking has no email address.
The guest got no confirmation for a booking I took by hand. You didn't enter an email address. Confirmations need one.
The time in the confirmation is different from my diary. The guest chose their own time zone on the booking page, and the email shows the time where they are, with the zone named. It is the same moment.
I want a text reminder as well. Build a workflow on Their appointment is tomorrow with a Send a text message step. It needs a phone number on your account and on the contact.
Some emails can't be switched off. The confirmation, rescheduled and cancelled emails always go, because they are the guest's only record of the time. You can still reword them.
Related
Email support@opusfunnel.com with the page you were on. A person replies, usually within one business day.