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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.

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.