Customer Notifications & Reminders
Bookings can send customers email and text messages. Configure each message’s channels, wording, and reminder times under Settings → Booking → Customer Notifications.
The messages
Section titled “The messages”| Message | What the customer receives | When it goes out |
|---|---|---|
| Request received | You got their request and will review it. The appointment is not confirmed yet. | When they submit a request that needs review. |
| Deposit request | The amount due, payment deadline, and how to pay to confirm the appointment. | When the deposit offer starts, or after the delay you choose. |
| Deposit offer expired | The deposit was not paid in time. The appointment was not confirmed, and the time is no longer reserved. | After the unpaid deadline passes. |
| Booking approved | Their appointment is confirmed, with its date and time. | Once any required review and deposit payment are complete. |
| Appointment reminder | The date and time of the upcoming appointment. | Before the appointment, at the times you choose. |
| Sign your form | A private link to sign the release form before the appointment. | Only when the customer can sign at least one form online before a confirmed appointment; off by default. |
| Reschedule notice | The appointment’s new date and time. | When an appointment moves to a future time, including one moved forward after it lapsed. An unconfirmed request does not get this message. |
| Cancellation notice | Their appointment was cancelled. They can contact the studio to rebook. | When the appointment is cancelled. |
| No-show notice | They missed the appointment and can contact the studio to rebook. | When you mark the appointment as a no-show. |
| Request declined | The studio cannot take the appointment they requested. | When you decline the request. |
Each message has an email and a text variant, toggled independently. The wording is editable with {{variables}} — customer name, appointment time, links — inserted from the picker in the message editor, and can be put back to the default at any time. Texts deliver to US and Canada numbers, and a long message can use more than one billable text segment; customers with international numbers get these by email instead.
Deposit offer messages
Section titled “Deposit offer messages”Deposit request and Deposit offer expired are separate messages, with text and email on by default. The request tells the customer how much is due, the exact deadline in the studio’s time zone, and where to pay. Keep {{booking.payurl}} in the message when customers can pay online. Use {{booking.depositdeadline}} wherever the deadline should appear.
Deposit request timing
Section titled “Deposit request timing”Set When it goes out on Deposit request under Settings → Booking → Customer Notifications. Choose separately for Bookings you create and Bookings customers create online: Immediately, After 5 minutes, After 10 minutes, After 15 minutes, After 30 minutes, or Never automatically. The defaults are immediately for bookings you create and after 10 minutes for online bookings.
The clock starts when the booking enters Awaiting deposit. For a Request to book, that happens when you approve the request. A delay changes only when the text or email goes out: the customer’s payment deadline and ability to pay start with the offer. If the deposit is paid in full before a delayed request is due, no payment request goes out. Never automatically stops the automatic request for that source; you can still send one manually from an unpaid booking.
When the offer expires
Section titled “When the offer expires”If the deadline passes unpaid, the booking becomes Deposit expired and the time is no longer reserved. The expiry message tells the customer that the appointment was not confirmed and asks them to contact the studio for another time. Their private manage page shows the same explanation.
Turning off Deposit offer expired stops that message on the selected channel. It does not extend the offer or keep the time reserved.
Reminder timing
Section titled “Reminder timing”Appointment reminders take up to five send times, from 1 hour to 1 week before, picked right on the message.
The sign-your-form reminder
Section titled “The sign-your-form reminder”When enabled and the conditions below are met, Sign your form sends a private link one to four hours before the appointment (default: 2 hours). The link opens the booking’s web sign flow with its services already selected. The customer confirms their birthdate before signing.
The automatic reminder sends only when all of these are true:
- The appointment is Approved and still ahead, any deposit is settled, and the visit does not already have a session. Consultations do not have a release form to sign.
- The customer has a birthdate on file. They must confirm that birthdate before the booking-specific link opens their forms.
- At least one booked service has a mapped release form with Enable web signing on. A form available only at Kiosk does not qualify.
- The customer meets that form’s age requirements. Someone below its Minimum Age cannot sign it. If Minimum Age is blank, they must meet Required Age.
- If the customer is younger than Required Age but meets Minimum Age, Allow guardian web signing must be on so a guardian can co-sign online.
- The customer has a reachable contact for an enabled channel: an email address for email, or a phone number in a region REV23 can text.
Encourage customers to open the private Manage Booking page from their booking confirmation before the appointment. They can check and correct their name, birthdate, phone number, and email there. Adding a missing birthdate lets REV23 send the sign reminder while the appointment is still upcoming, if the other conditions are met.
One eligible form is enough to send the reminder for a booking with several services. The customer can complete the available forms online; forms that cannot be signed there still need to be completed at the studio.
The link itself opens on the day of the appointment (an after-midnight appointment opens two hours ahead) and stays open until 12 hours after the appointment’s start time. The reminder’s lead time controls when the message sends, and a reminder never goes out before its link works. Someone standing in the shop can always sign once the window is open. The longest lead, 4 hours, puts a 10:00 AM appointment’s message at 6:00 AM; the default is 2 hours.
Cancellation invalidates the link. Once a session exists for that appointment, the customer cannot sign through the link again.
Signing early doesn’t count as arrival: the customer stays an expected booking until work actually starts.
Staff can also text or email the private link from Collect the form first after selecting Begin visit. A manual send still requires the customer’s birthdate and at least one form they can sign online. It works when the automatic reminder is off; when it is on, sending manually prevents the same channel from sending the reminder again for that booking.
Text message compliance
Section titled “Text message compliance”The consent language customers agree to sits right on the booking page’s identity step (“Reply STOP to opt out or HELP for help…”), and two public pages back it: one explaining how the text program and opt-in work, and one carrying the messaging terms. These exist for carrier compliance; they’re linked from the booking flow and need no setup from you. Opt-out is handled by reply: STOP ends the messages, HELP gets help.