How to keep customers informed about appointments

At booking: the customer sees a final screen with the details and a management link for cancelling or rescheduling. Nothing is emailed. Suggest to customers, when you share your booking link, that they save this link, since it is their way to change the booking later.

At confirmation: a public booking is pending until your team confirms or rejects it in the Bookings section. Neither action notifies the customer. After you confirm, send a short message through the channel you normally use, such as the phone, an email or a messaging app, with the date, time and address.

After a change, or for bookings you create yourself: if you move or cancel a booking, tell the customer yourself, because the tool will not do it, and customers who changed things through their link will not notify you either, so look at the calendar every day. For bookings you create yourself, and for each session of a recurring series, the customer sees no confirmation screen at all, so copy the management link from the booking details and send it by hand with your message.

Before the day: a short call or message from you is the best way to avoid empty slots, and the day and agenda views list the next appointments, so the round takes a minute. The email address is optional on the public form and the phone number from the form is not kept, so ask for a contact when you confirm. A simple message you can keep and fill in by hand: “Hello {client_name}, your {service} appointment is on {appointment_date}. Reply here if you need to change it.” The tool does not fill in those three parts for you.

Points to remember

• ✓No emails, texts or app messages go to customers from 4appointments
• ✓The final screen shows the management link, and it is not emailed
• ✓Confirming or rejecting in the panel does not notify the customer

Common questions

More guides for you

• How to keep customers informed about appointments
• How to remind customers before an appointment
• How booking confirmation works

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