---
title: When and How Is an Appointment Confirmation Sent?
description: The appointment confirmation automatically informs your customers about a booked appointment.
---

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# When and How Is an Appointment Confirmation Sent?

## The appointment confirmation automatically informs your customers about a booked appointment. It's sent right after the booking and contains all the relevant information about the appointment.

#### **When Is the Appointment Confirmation Sent?**

The appointment confirmation is sent **immediately after an appointment is booked** — regardless of how the appointment was created:

- for **online bookings made by customers**
- for **appointments created manually** directly in the system

This way, your customers receive a confirmation with all the important details right after booking.

#### **Through Which Channel Is the Appointment Confirmation Sent?**

The appointment confirmation is sent automatically through the appropriate channel:

##### **Sending by Email**

- The appointment confirmation is sent **by email by default**
- Requirement: an **email address** is stored in the customer's profile
- For online bookings, an email address is always required, so the confirmation is always sent by email in that case

##### **Sending by SMS**

- If **no email address** is stored in the customer's profile, the appointment confirmation is sent **by SMS**
- This can only happen for **manually created appointments**

**Note:** Sending by SMS requires that SMS has been enabled under Company Settings \> Contract.

#### **What Information Does the Appointment Confirmation Include?**

The appointment confirmation includes all the basic information about the booked appointment, including:

- Date and time of the appointment
- Booked services
- Staff member
- Number of people
- Location / address

In addition to the general appointment information, **customer notes** that you set up under **Settings \> Customer Notifications** can appear in the appointment confirmation. You can also add **service-specific information** — more on that in the next section.

You can find more information on configuring customer notifications in [this help center article](https://help.shore.com/en/einstellungen-f%C3%BCr-kundenbenachrichtigungen?hsLang=en).

#### **Personalized Booking Confirmation: Service-Specific Information**

For individual services, you can add extra content that automatically appears in the appointment confirmation. This way, your customers receive exactly the information relevant to the service they booked.

**Possible content includes, for example:**

- Preparation instructions (e.g. "Please don't use any products before the appointment")
- Consent forms or other documents
- Notes on required paperwork
- Aftercare information

Each booked service is **listed individually** in the appointment confirmation, along with its corresponding information.

#### **Setting Up Service-Specific Information**

This content can be managed directly in the **service editor**:

1. Open a service
2. Scroll to the **"Relevant Information for Your Customers"** section
3. Add: 
     - a description text (e.g. notes or instructions)
     - optional attachments (e.g. forms or PDFs)
4. Save the service

This information is automatically added to the appointment confirmation as soon as the service is booked.

#### **What Happens If No Service-Specific Information Is Set Up?**

- If no additional content has been added, the **standard appointment confirmation** is sent

#### **Which Package Includes the Personalized Booking Confirmation?**

The personalized booking confirmation with service-specific information is available in the following packages:

- **Booking & Marketing**
- **All-in-One**

For plain booking packages, the standard appointment confirmation without service-specific content is still sent.

**Are attachments also sent by SMS?**  
Attachments are only available in emails. For SMS, a shortened version of the appointment confirmation is sent.

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