Reminders & confirmations

Confirmations

When the assistant books, the confirmation is its reply in the same chat. When a deposit is paid, the client gets “Deposit received — you’re booked ✓”. When your team approves a request that needs no deposit, the client is told it’s confirmed. Bookings your team adds are not confirmed by message automatically.

Add to calendar

Each of those confirmations ends with “Add it to your calendar:” and a link. It opens a small page for that one appointment, with a calendar file (.ics) for Apple, Outlook and other calendar apps, and a Google Calendar link.

Reminders

Set in Settings → Messages & reminders → Appointment reminders.

• On by default, 24 hours before.
• Up to 3 reminders, at 1, 2, 3, 6, 12, 24, 48 or 72 hours before.
• Sent only for confirmed appointments, and never less than 30 minutes before.
• Only inside your sending hours (10:00–19:00 by default): one due earlier waits until they start, or goes out the evening before when that would be too late. See Quiet hours.
• A reminder time that had already passed when the booking was made is skipped (book 10 hours ahead with a 24-hour reminder: no reminder).
• If an appointment is moved, reminders are sent again for the new time.

The message:

“Hi Sam, a reminder of your Haircut with Andre on Thu 3:00 PM at Fade Street. Can you confirm?” — with Confirm ✓, Reschedule and Cancel buttons.

• Confirm marks the booking “Customer confirmed” and replies “Thanks — see you then!”
• Reschedule and Cancel continue with the assistant, under your rules.

Which channel

Reminders go to the client’s best channel that you’re allowed to use: WhatsApp first, then SMS, then Instagram, then email. On WhatsApp, after 24 hours of silence, the approved reminder template is used. See Consent.

• Each reminder by SMS uses one of your plan’s texts. WhatsApp, Instagram and email don’t.
• When your texts for the month run out, reminders that would have gone by SMS go by email or WhatsApp instead — unless you turn on keep going.
• Reminders are written in the client’s language.

Other automatic messages