Overview
Automated notifications keep customers informed about their appointments through SMS and email. Configure when and how customers receive updates, reminders, and custom messages.
Included in Business Pro Plan
Appointment Updates
Send automatic notifications when appointments are booked, changed, or cancelled.
SMS Notifications
Send SMS notifications when appointments are booked, changed, or cancelled
Enabled - Send SMS updates
Customers receive text messages for appointment changes
Instant delivery to mobile phones
High open rates (98%+)
Best for time-sensitive updates
Disabled - No SMS notifications
No text message notifications sent
Email only (if enabled)
Use if SMS costs are a concern
Email Notifications
Send email notifications when appointments are booked, changed, or cancelled
Enabled - Send email updates
Customers receive emails for appointment changes
Includes full appointment details
Professional formatting with branding
Can be saved and referenced later
Disabled - No email notifications
No email notifications sent
SMS only (if enabled)
Rarely recommended
What Triggers Notifications?
Booked:
New appointment created
Recurring appointment instance created
Changed:
Appointment time rescheduled
Team member changed
Service added or modified
Location changed
Cancelled:
Appointment cancelled by business
Appointment cancelled by customer
Recurring series cancelled
Recommendation
Enable both SMS and email for maximum customer communication:
SMS for immediate awareness
Email for detailed information and record-keeping
Customers appreciate being informed
Reminder Settings
Send automatic reminders before appointments to reduce no-shows.
Email Reminders
Send email reminders before appointments
Enabled - Send email reminders
Automated reminder emails sent before appointments
Reduces no-shows
Professional appearance
Includes appointment details and action buttons
Disabled - No email reminders
No email reminders sent
Only SMS reminders (if enabled)
SMS Reminders
Send SMS reminders before appointments
Enabled - Send SMS reminders
Automated text message reminders sent before appointments
High open rates ensure customers see reminders
Quick and easy for customers
Reduces no-shows by 60-80%
Disabled - No SMS reminders
No SMS reminders sent
Only email reminders (if enabled)
Reminder Time
How long before the appointment to send reminders
Time Configuration:
Weeks - 0 weeks
Days - 0-7 days
Hours - 0-23 hours
Minutes - 0, 15, 30, 45
Common Settings:
2 hours - Last-minute reminder for same-day appointments
24 hours - Standard reminder (most common)
48 hours - Two-day advance notice for grooming appointments
1 week - Reminder for monthly recurring appointments
Example: If set to "2 hours", customers receive a reminder 2 hours before their appointment time.
Best Practices:
24 hours works for most businesses
Earlier reminders (2-7 days) for appointments requiring preparation
Later reminders (2-4 hours) for same-day bookings
Consider customer preferences and appointment types
Weekly Recurring Reminders
Send reminders for recurring weekly appointments
Enabled - Remind about recurring bookings
Customers with weekly recurring appointments receive reminders
Reduces forgetting about regular appointments
Helpful for weekly training, daycare, or grooming
Disabled - No recurring reminders
No reminders for recurring appointments
Assumes customers remember their regular schedule
When to enable:
Weekly training classes
Regular daycare schedules
Weekly grooming appointments
Customers with recurring bookings
When to disable:
Customers find reminders annoying for regular appointments
Very predictable schedules
High customer retention and memory
Custom Messages
Customize notification messages for different appointment scenarios.
Pre-Appointment Banner Message
Message shown before appointment (optional)
Displayed at the top of appointment confirmation and reminder messages.
Use cases:
"Please arrive 10 minutes early for check-in"
"Bring your pet's vaccination records"
"Park in the rear parking lot"
"Call us if you're running late: 555-1234"
Best practices:
Keep it short (1-2 sentences)
Include actionable information
Update seasonally or based on current needs
Post-Appointment Thank You Message
Message shown after appointment (optional)
Displayed in the appointment completion confirmation.
Use cases:
"Thank you for visiting! We hope [Pet Name] enjoyed their service"
"Please leave us a review on Google!"
"Book your next appointment and save 10%"
"Follow us on Instagram @yourbusiness"
Best practices:
Express gratitude
Encourage reviews or referrals
Prompt for rebooking
Include social media links
Notification Best Practices
SMS vs Email
Use SMS for:
Time-sensitive updates (reminders)
Immediate attention needed
High open rates required
Short, actionable messages
Use Email for:
Detailed appointment information
Receipts and invoices
Policies and documents
Record-keeping
Use Both for:
Maximum communication effectiveness
Redundancy (if one fails, other works)
Customer preference coverage
Reminder Timing
Consider:
Service type and preparation needed
Customer travel time to location
How far in advance customers typically plan
No-show patterns (earlier reminders = fewer no-shows)
Avoid:
Too early (customers forget again)
Too late (customers can't reschedule)
Multiple reminders (annoying)
Custom Messages
Do:
Keep messages short and clear
Include helpful, actionable information
Update messages regularly
Test messages before publishing
Use friendly, professional tone
Don't:
Write long paragraphs
Include multiple calls-to-action
Use ALL CAPS or excessive punctuation!!!
Forget to proofread
Notification Content Examples
Appointment Reminder (SMS)
#{{PetFirstName}}'s #{{ServiceLabel}}#{{StartTime}} on #{{StartDate}}#{{WindowRangeDescription}}-#{{BusinessName}} (no-reply)
Appointment Rescheduled (SMS)
Booking changed - #{{PetFirstName}}:WAS: #{{OldStartDate}} #{{OldStartTime}}NOW: #{{StartDate}} #{{StartTime}}#{{AppointmentLink}}-#{{BusinessName}} (no-reply)
Appointment Cancelled (SMS)
Cancelled: #{{PetFirstName}}'s #{{ServiceLabel}} #{{StartDate}}#{{CancellationReason}}-#{{BusinessName}} (no-reply)
Reminder (Email Subject)
Reminder: [Pet Name]'s appointment tomorrow at [Time]
Appointment Completed (Email)
[Pet Name]'s appointment is complete! View photos, invoice, and report card at [Link]. Thank you for visiting [Business Name]!
Tips for Reducing No-Shows
Enable both SMS and email reminders - Multi-channel approach
Set reminders to 24 hours - Sweet spot for most businesses
Use pre-appointment banner messages - Reinforce commitment
Enable pre-hold funds (Pro Automations) - Financial commitment reduces no-shows
Send weekly recurring reminders - For regular customers
Include easy cancellation/reschedule options - Better to reschedule than no-show
Common Questions
Q: Do SMS notifications cost extra?
A: SMS notifications are included in your Business Pro plan. Standard SMS rates apply based on your pricing tier.
Q: Can customers opt out of notifications?
A: Yes, customers can reply "STOP" to SMS messages to unsubscribe. Email notifications include unsubscribe links.
Q: What if a customer doesn't receive notifications?
A: Check that their phone number and email are correct in their profile. Verify they haven't opted out. Check spam folders for emails.
Q: Can I send a notification manually?
A: Yes, you can send custom messages from individual appointments or use the broadcast messaging feature.
Q: What time are reminders sent?
A: Reminders are sent exactly [X hours/days] before the appointment time. For example, a 10 AM appointment with 24-hour reminder sends at 10 AM the day before.
Q: Can I customize notification content?
A: You can add custom banner messages. The core notification content (appointment details, etc.) is standardized for consistency.
Q: Do I get notified about customer bookings?
A: Yes, you receive notifications when customers book online. Configure these in your personal notification preferences.
Next Steps
Set up Pro Automations for automated appointment workflows
Review Booking Configuration to enable online booking
Configure Policies & Paperwork for cancellation policies
Test notifications by creating a test appointment