Automated Messages

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Introduction

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Message Types

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1. Reminders

• Sent before the appointment (timing configurable)
• Reminds clients of their scheduled appointment
• Common timing: 24 hours or 48 hours before appointment

• Optional secondary reminder closer to appointment time
• Reduces last-minute no-shows
• Common timing: 2-4 hours before appointment

• AI-powered timing to encourage rebooking
• Sent after appointment completion
• Helps maintain client retention
• System automatically selects optimal send time

• Sent automatically when an authenticated client starts an online booking but doesn’t finish
• Triggers 10 minutes after the client abandons the Review step — aligned with the client-side review-session countdown
• Includes a {{ResumeBookingLink}} / {{ResumeBookingButton}} that takes the client back to their saved selections
• Opt-in by default — Email and SMS channels start disabled so you choose when to turn the reminder on
• Fires once per draft. If the client re-engages and abandons again, a fresh reminder can fire
• Only sent to clients with a verified phone number — anonymous visitors are never contacted
• Pairs with the Follow-ups panel’s Incomplete tab for manual follow-up. See Incomplete Bookings

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2. Appointment Updates

• Sent immediately when an appointment requires client confirmation or deposit payment
• Sent when confirmation policy is enabled, or when a deposit is required
• Includes {{ConfirmAppointmentButton}} or {{ConfirmAppointmentLink}} for easy confirmation
• When a deposit is required: the button text automatically changes to “Pay Deposit & Confirm” (amber style instead of green), a deposit amount callout is injected, and the link redirects to the appointment details page where the client can pay
• The {{DepositAmountRequired}} variable is available and automatically shows the deposit amount (e.g., “Deposit required: $50.00”) when a deposit is needed; empty otherwise
• Client must confirm (or pay the deposit) to secure their booking

• Sent immediately when an online booking requires business approval
• Only sent when “Require Approval for Online Bookings” is enabled
• Informs the client their booking request has been received and is awaiting review
• Client receives a separate “Confirmed Appointment” notification once you approve

• Sent immediately when an appointment is confirmed
• Confirms booking details (date, time, services, team member)
• Provides appointment details for client records
• For auto-confirm accounts: sent when appointment is created
• For require-confirmation accounts: sent after client confirms

• Sent when an appointment start time is changed
• Shows new date/time and updated details
• Includes previous date/time for reference (using {{PreviousDateTime}} variable)
• Confirms the change was successful

• Sent when an appointment is cancelled
• Confirms cancellation

• Sent after appointment checkout is completed
• Thanks client for their appointment

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3. Waitlist Updates

• Sent when a client is added to the waitlist
• Confirms waitlist entry

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4. Loyalty Notifications

• Sent to clients when their loyalty points are about to expire
• Triggered 30 days before the earliest expiring points
• Each client receives at most one notification per 30-day period
• Includes the total number of expiring points and the earliest expiry date

• {{Points}} - Total number of points about to expire
• {{ExpirationDate}} - Earliest expiry date for the expiring points

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5. Gift Card Notifications

• Sent to the gift card recipient once payment is confirmed
• Contains the gift card code, amount, expiry date, and the sender’s personal message (if provided)
• Sent by email to the recipient’s email address

• {{RecipientName}} - Gift card recipient’s name
• {{SenderName}} - Name of the person who sent the gift card
• {{GiftCardCode}} - The gift card code (e.g., BELLA-A2K9-M7L3)
• {{GiftCardAmount}} - Formatted gift card value (e.g., $50.00)
• {{GiftCardExpiryDate}} - Expiry date of the gift card (e.g., 15 March 2027)
• {{PersonalMessage}} - Optional personal message from the sender (empty if none was provided)

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6. Package Notifications

• Sent to the client when their package purchase is confirmed (payment completed)
• Contains the package name, included services with session counts, price, and expiry date
• Includes a link to view their packages online

• {{PackageName}} - Name of the purchased package (e.g., 10 Haircut Pack)
• {{PackagePurchasePrice}} - Formatted price with currency (e.g., $450.00)
• {{PackageExpiryDate}} - Expiry date or “No expiry”
• {{PackageServices}} - Formatted list of services (e.g., 10 × Women’s Haircut, 5 × Blow Dry)
• {{PackageCard}} - Styled card showing package name, services, price, and expiry (email only)
• {{ViewMyPackagesButton}} - Button linking to the client’s My Packages page (email only)

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7. Business Notifications

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Include Appointments Created by Staff

• Notifications only sent for online bookings
• Labels show “Online Booking: New Appointment”, etc.

• Notifications sent for ALL appointments, regardless of how they were created
• Labels change to “New Appointment”, “Cancelled”, etc. (without “Online Booking:” prefix)
• Useful if you want to be notified of all appointment activity, including staff-created bookings

• Sent when a new appointment is created (or confirmed, depending on configuration)
• By default: only online bookings; when toggle enabled: all appointments
• Notifies staff of new bookings
• When a deposit is required, the notification includes the deposit amount via {{DepositAmountRequired}}

• Sent when an online booking requires business approval
• Notifies staff that a booking needs to be reviewed

• Sent when an appointment is cancelled
• By default: only online cancellations; when toggle enabled: all cancellations
• Notifies staff of cancellations

• Sent when an appointment is rescheduled
• By default: only online reschedules; when toggle enabled: all reschedules
• Notifies staff of reschedules

• Sent when a client joins the waitlist
• By default: only online waitlist entries; when toggle enabled: all waitlist entries
• Includes client name, phone, preferred date, and services

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7. Form Notifications

• Sent when a client submits a completed form
• Notifies the business location email/SMS and the assigned team members
• Includes the client name and form name

• {{FormName}} - Name of the form template that was submitted (e.g., “Hair Consultation”)

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8. Tip Notifications

• Sent when a client leaves a tip via the online booking portal
• Notifies the business location email/SMS and the team member who received the tip
• Includes the tip amount and team member name

• {{TipAmount}} - Formatted tip amount with currency (e.g., “15.00 AUD”)
• {{TeamMemberName}} - Name of the team member who received the tip

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9. Review Requests

• Sent after appointment checkout (timing configurable)
• Includes a direct link for the client to leave a review
• Uses neutral wording with no incentives
• Can also be sent manually from the appointment actions menu

• {{ReviewLink}} - Direct link to the review submission page

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Message Configuration Options

• Toggle the message on or off
• Disabled messages won’t be sent to clients

• SMS, Email, or both
• Based on your subscription and client contact preferences

• Hours or days before appointment
• Custom timing per reminder type

• Customise the message greeting with your preferred greeting

• Add custom instructions that will appear in the email body before appointment details

• Create fully customised message templates using variables
• Personalise messages to match your brand voice
• Use template variables for dynamic content

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Template Customization

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Available Template Variables

• {{FirstName}} - Client’s first name
• {{LastName}} - Client’s last name
• {{BusinessName}} - Your business name
• {{Date}} - Formatted date (Mon, 18 Nov 2025)
• {{Time}} - Formatted time (2:05 PM)
• {{DateTime}} - Formatted date and time (Mon, 18 Nov 2025, 2:05 PM)
• {{PreviousDate}} - Previous date for rescheduled appointments (Mon, 18 Nov 2025)
• {{PreviousTime}} - Previous time for rescheduled appointments (2:05 PM)
• {{PreviousDateTime}} - Previous date and time for rescheduled appointments (Mon, 18 Nov 2025, 2:05 PM)
• {{ServiceName}} - Service name(s)
• {{TotalPrice}} - Formatted total price
• {{LineItems}} - Formatted line items (email only)
• {{SelfServiceLink}} - Link to appointment details page (view, confirm, or cancel)
• {{SelfServiceButton}} - Email only - Styled button linking to appointment details page
• {{CancelAppointmentLink}} - Direct link to cancel appointment (shows confirmation dialog)
• {{CancelAppointmentButton}} - Email only - Styled button to cancel appointment (outline/red style)
• {{ConfirmAppointmentLink}} - Link to confirm appointment. When deposit is required, redirects to appointment details page (for payment) instead of one-click confirmation
• {{ConfirmAppointmentButton}} - Email only - Styled button to confirm appointment. Green “Confirm Your Appointment” by default; changes to amber “Pay Deposit & Confirm” with deposit amount callout when deposit is required
• {{DepositAmountRequired}} - Deposit amount with label (e.g., “Deposit required: $50.00”) - for pending confirmation messages when deposit is required; empty otherwise
• {{CancellationPolicy}} - Human-readable cancellation policy text (if active policy exists)
• {{Reason}} - Cancellation reason with label (e.g., “Reason: No show”) - for cancellation messages only; empty if no reason provided
• {{PreferredDates}} - Client’s preferred dates for waitlist entries
• {{PhoneNumber}} - Client’s phone number (for business notifications)
• {{Points}} - Total number of expiring loyalty points (for loyalty expiration messages only)
• {{ExpirationDate}} - Earliest expiry date for loyalty points (for loyalty expiration messages only)
• {{RecipientName}} - Gift card recipient’s name (for gift card delivery messages only)
• {{SenderName}} - Name of the gift card sender (for gift card delivery messages only)
• {{GiftCardCode}} - Gift card code (for gift card delivery messages only)
• {{GiftCardAmount}} - Formatted gift card value (for gift card delivery messages only)
• {{GiftCardExpiryDate}} - Gift card expiry date (for gift card delivery messages only)
• {{PersonalMessage}} - Sender’s personal message (for gift card delivery messages only)
• {{PackageName}} - Name of the purchased package (for package purchase messages only)
• {{PackagePurchasePrice}} - Formatted package price (for package purchase messages only)
• {{PackageExpiryDate}} - Package expiry date or “No expiry” (for package purchase messages only)
• {{PackageServices}} - Formatted service list with session counts (for package purchase messages only)
• {{PackageCard}} - Styled package summary card (for package purchase emails only)
• {{ViewMyPackagesButton}} - Button to view packages online (for package purchase emails only)
• {{FormName}} - Name of the submitted form template (for form submission messages only)
• {{TipAmount}} - Formatted tip amount with currency (for tip received messages only)
• {{TeamMemberName}} - Name of the team member who received the tip (for tip received messages only)

• SelfServiceLink: General-purpose link for appointment management; best for initial booking confirmations
• CancelAppointmentLink: When you want to make cancellation easy but still require confirmation
• ConfirmAppointmentLink: Best for reminder messages when you want clients to confirm with one click

• All date/time variables are automatically formatted using standard formats
• Dates include the day of week (Mon, 18 Nov 2025)
• Times use 12-hour format with AM/PM (2:05 PM)
• Formatting is consistent across all messages

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Creating Custom Templates

1. Click on any message card to open configuration
2. Toggle “Use custom template” if available
3. Enter your custom message using variables above
4. Preview shows how variables will be replaced
5. Save to apply changes

Hi {{FirstName}}, your appointment for {{ServiceName}} on {{Date}} at {{Time}} is confirmed. See you then!

Hi {{FirstName}},

Your appointment with {{BusinessName}} is confirmed:

Date: {{Date}}
Time: {{Time}}
Service: {{ServiceName}}
Total: {{TotalPrice}}

We look forward to seeing you!

{{BusinessName}}

Hi {{FirstName}}, your appointment has been rescheduled to {{DateTime}}. Your original time was {{PreviousDateTime}}. See you then!

Hi {{FirstName}}, reminder: your appointment at {{BusinessName}} is on {{Date}} at {{Time}}. Please confirm: {{ConfirmAppointmentLink}}

Hi {{FirstName}}, your appointment is tomorrow at {{Time}}.

Confirm: {{ConfirmAppointmentLink}}
Need to cancel? {{CancelAppointmentLink}}
View details: {{SelfServiceLink}}

See you soon!
{{BusinessName}}

New waitlist entry:

Client: {{FirstName}} {{LastName}}
Phone: {{PhoneNumber}}
Date: {{PreferredDates}}
Service: {{ServiceName}}

Hi {{FirstName}},

Your appointment with {{BusinessName}} is confirmed:

Date: {{Date}}
Time: {{Time}}
Service: {{ServiceName}}
Total: {{TotalPrice}}

{{CancellationPolicy}}

We look forward to seeing you!

{{BusinessName}}

• “24 hours notice required, 50% late fee.”
• “48 hours notice required.”

Hi {{FirstName}},

Your appointment with {{BusinessName}} for {{Date}} at {{Time}} has been cancelled.

{{Reason}}

We hope to see you again soon.

{{BusinessName}}

• Keep SMS messages concise (under 320 characters when possible)
• Use email templates for detailed information
• Always include date and time for appointment-related messages
• Personalise with client’s first name
• Include your business name for brand recognition
• Test templates before enabling to ensure proper formatting

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Message Delivery

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Client Contact Preferences

• Client’s contact information on file
• Client notification preferences (if set)
• Your message channel settings (SMS, Email, or both)

• SMS: Client must have valid phone number
• Email: Client must have valid email address

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Monitoring Message Usage

• Track SMS usage in General Settings
• Monitor remaining credits
• Upgrade plan if needed

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Troubleshooting Notifications

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1. Check the Appointment Activity History

• Sent — the notification was delivered to the provider (SendGrid for email, Twilio for SMS)
• Skipped — the notification was not sent, with a reason (e.g., “Client has no phone number”, “SMS notifications disabled”, “Monthly SMS limit reached”)
• Failed — the send attempt failed (provider error)
• Scheduled — a reminder is queued for future delivery

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2. Check the Client Profile

• Phone number — must be a valid mobile number with country code for SMS
• Email address — must be valid and not hard-bounced (an amber warning appears if the email has bounced)
• Notification Preferences — SMS and Email checkboxes must be ticked for the client to receive notifications via those channels

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3. Check Notification Settings

• The notification type (e.g., Confirmation, Reminder) is enabled
• The desired channel (SMS, Email, or both) is turned on for that notification type

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4. Check SMS Quota

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5. Resend a Notification

1. Open the appointment details
2. In the Activity History section, click Resend next to the notification
3. A preview will show the message content before you confirm

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FAQs

• A client didn’t receive or see their automated reminder
• You want to send an extra reminder closer to the appointment
• You need to resend a reminder that may have failed

• Auto-confirm accounts (no deposit): Only “Confirmed Appointment” is sent when an appointment is created
• Require-confirmation accounts: “Pending Confirmation / Deposit” is sent first, then “Confirmed Appointment” is sent after the client confirms
• Deposit required: “Pending Confirmation / Deposit” is sent with the deposit amount and a payment link. Once the client pays, “Confirmed Appointment” is sent automatically

1. Client books → appointment created in “Booked” status
2. Pending Confirmation / Deposit is sent with a “Pay Deposit & Confirm” button (amber) and the deposit amount
3. The confirmation link redirects to the appointment details page where the client can pay
4. Client completes payment → appointment moves to “Confirmed” and Confirmed Appointment is sent