Automated confirmations and reminders reduce no-shows, improve customer experience, and save you hours of manual work. Set them up once and let the AI handle the rest.
Why Automate Confirmations?
- Reduce no-shows: Reminders cut no-shows by 40-60%
- Save time: No manual reminder calls or texts
- Professional image: Customers expect automated confirmations
- Fill cancellations: Automated waitlist notifications
Setting Up Booking Confirmations
Access Booking Settings
Go to Settings → Bookings → Confirmations & Reminders
Enable Instant Confirmations
Toggle Send instant confirmation to ON
This sends a confirmation message immediately after booking.
Customize Confirmation Message
Edit the confirmation template:
"✅ You're all set, [Name]!
Appointment: [Service]
Date: [Date] at [Time]
Location: [Address]
Need to reschedule? Just reply to this message.
See you soon!
- [Business Name]"
Variables like [Name], [Date], and [Time] auto-fill with booking details.
Include a Google Maps link to your location in confirmations. It reduces "where are you?" messages.
Configuring Reminder Timing
Set Up Reminder Schedule
Create a multi-touch reminder sequence:
- 1 week before: Initial reminder
"Your appointment is coming up next week!" - 1 day before: Final reminder
"See you tomorrow at 2pm!" - 2 hours before: Last-minute reminder
"Heading over soon? We're ready for you at 2pm."
The 1-day reminder is most effective. If you only set up one, make it this one.
Choose Reminder Channels
Send reminders via:
- SMS: Highest open rate (98%)
- WhatsApp: Great for international customers
- Email: Good for detailed information
- Multiple channels: Send SMS + Email for important appointments
Multiple Reminder Sequences
Different services may need different reminder strategies:
Create Service-Specific Reminders
Set up different sequences for:
- Quick services (30 min):
1 day before only - Standard appointments (1-2 hours):
1 day + 2 hours before - Long appointments (3+ hours):
1 week + 1 day + morning-of - High-value services:
1 week + 3 days + 1 day + 2 hours before
Follow-Up Message Automation
Set Up Post-Appointment Follow-Ups
Automate messages after appointments:
- 2 hours after: Thank you message
"Thanks for coming in today! We hope you loved your [Service]. Reply with any feedback!"
- 1 day after: Review request
"How was your experience? We'd love a quick review: [Review Link]"
- 2 weeks after: Rebook offer
"Time for a touch-up? Book your next appointment and get 10% off!"
Customizing Message Templates
Edit Message Content
For each reminder type, customize:
- Subject/Title: For email reminders
- Message body: Main content
- Call-to-action: What you want them to do
- Tone: Match your brand voice
Available Variables
- [Name] - Customer name
- [Service] - Service name
- [Date] - Appointment date
- [Time] - Appointment time
- [Duration] - Service duration
- [Staff] - Staff member name
- [Location] - Business address
- [Price] - Service price
Channel-Specific Settings
SMS Reminders
- Keep under 160 characters to avoid multi-part messages
- Include business name (customers may not have you saved)
- Add opt-out option: "Reply STOP to unsubscribe"
WhatsApp Reminders
- Can be longer and include formatting
- Add emojis for visual appeal
- Include quick reply buttons (Confirm / Reschedule)
Email Reminders
- Include calendar attachment (.ics file)
- Add preparation instructions if needed
- Link to online rescheduling
Don't over-remind. More than 3 reminders per appointment feels spammy and increases opt-outs.
Best Practices
- Test before going live: Book a test appointment and verify all reminders send correctly
- Respect time zones: Ensure reminders send at appropriate times
- Make rescheduling easy: Include a link or "reply to reschedule" instruction
- Personalize: Use customer names and service details
- Track effectiveness: Monitor no-show rates to optimize timing
- Update seasonally: Add holiday greetings or seasonal promotions
Frequently Asked Questions
Can customers opt out of reminders?
Yes. They can reply "STOP" to SMS or click "Unsubscribe" in emails. They'll still get booking confirmations but no reminders.
What if a customer reschedules?
Reminders automatically update to the new time. Old reminders are cancelled, new ones are scheduled.
Do reminders cost extra?
SMS reminders use your SMS credits. WhatsApp and Email reminders are included in your plan.
Can I manually send a reminder?
Yes! Open any appointment and click "Send Reminder Now" to manually trigger a reminder.
Troubleshooting
Reminders not sending
Solution: Check that reminders are enabled in settings. Verify the channel (SMS/WhatsApp/Email) is connected. Check SMS credit balance.
Reminders sending at wrong time
Solution: Verify your business timezone in Settings → Business Details. Check that appointment times are correct.
Variables not filling in
Solution: Ensure you're using exact variable names with brackets: [Name] not {Name}. Check that the booking has that information.
Too many customers opting out
Solution: Reduce reminder frequency. Make messages more valuable (include tips, not just reminders). Improve message tone.