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Send automatic emails and texts

Change your appointment reminder, and set up follow-ups and other messages that send themselves. Available on the Pro plan.

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Create a workflow

  1. Step 1: Open Workflows and click New workflow.
  2. Step 2: Give it a Name (only you see this).
  3. Step 3: Choose a Trigger: when a booking is made, before the appointment, when a booking is moved, when a booking is cancelled, or after the appointment.
  4. Step 4: Choose the Channel: Email, or SMS where it is available.
  5. Step 5: For reminders and follow-ups, set Minutes before/after. For example 60 is one hour and 1440 is one day.
  6. Step 6: Write the Subject (email only) and Message. You can use the same tokens as Message templates, such as {{customer_name}}.
  7. Step 7: Keep Active ticked and click Create workflow.

Ideas to get started

  • A reminder 2 hours before (Before the appointment, 120 minutes).
  • A thank you with a review link 3 hours after (After the appointment, 180 minutes).
  • A text, where available, when a booking is moved (When a booking is moved), on top of the built-in email.

Text messages (SMS)

  • Texts are on the Pro plan, where available. If SMS is not in the Channel list, use email.
  • The customer needs a phone number on their record. To make sure you always have one, turn on Require a phone number in Settings.
  • UK mobile numbers starting 07 are converted automatically.

Good to know

  • Each workflow sends once per appointment.
  • Untick Active to pause a workflow without deleting it.
  • Follow-ups go to appointments that are still open or marked Completed after they end, not to no-shows or cancellations.
  • When a booking moves to a new time, its reminders and follow-ups are sent again for the new time.

Good to know: Every business starts with an Appointment reminder workflow: an email 24 hours before. Edit it to change the timing or wording, switch it off, or add another (for example 2 hours before). Reminders are not sent for bookings made inside the reminder time, as the customer has just had their confirmation. Confirmation, moved and cancelled emails are built in (see Message templates); a workflow for the same thing sends a second email, so turn the built-in one off if you use your own.