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Send appointment updates

Build a stronger relationship with clients and generate positive referrals by keeping them in the loop with appointment updates and thank you messages. Learn how to manage and send appointment updates through automated messages.

This guide covers:

Getting started

Sending clients appointment updates and thank you messages helps enhance their experience with clear communication, reducing missed appointments and increasing client satisfaction. To get the most out of appointment updates and thank you messages, follow these steps:

NOTE: We've merged automated messages and auto campaigns into new messaging Automations. While your email auto campaigns will smoothly transition, you'll need to enable any existing text message auto campaigns manually.

Enabling and managing appointment updates

Appointment update messages are automatically enabled with pre-set triggers based on the client’s appointment status. To edit or re-enable appointment updates that have been disabled:

  1. Open Marketing and click on messaging Automations .
  2. Under Appointment updates, click on the three dots next to the automated message update type:

    New appointment message:
    Update clients when an appointment is booked for them.

    Rescheduled appointment message:
    Update clients when their appointment start time has changed.

    Canceled appointment message:
    Update clients when their appointment is Canceled.

    Did not show up message:
    Update clients when their appointment is marked as a no-show.

    Thank you for visiting message:
    Reach out to clients with a link to leave a review when their appointment is checked out.

    Thank you for tipping message:
    Reach out to clients when they leave a tip after their appointment.

  3. Click Edit to view the message trigger and click Next step
  4. Use the toggle next to the Email and Text to enable messages to be sent from these channels:

    Text message:
    Allow the messages to be sent via text at a fee which will be outlined and deducted from your text message allowance. Select Preview to see what your message will look like.

    Email:
    Allow the messages to be sent via email for free. Select Preview or Edit content to make changes and send yourself a test email.

  5. Click Save to enable the automation.

NOTE:

  • Thank you for tipping messages can only be sent via email.
  • Automated messages for late cancellations or no-show fees will be sent regardless of settings.

TOP TIP: Try using the edit option for email updates to include personalized messages or special instructions, enhancing client engagement.

Disabling appointment updates 

To switch off automated appointment updates:

  1. Open Marketing and click on messaging Automations .
  2. Under Appointment updates, click on the three dots next to the appointment update. 
  3. Select Edit and disable toggles next to the Text and Email channels.
  4. Save to apply the changes.

FAQs

Q. When are automated thank you messages sent?
Automated Thank you messages will be sent: 

  •  After the appointment has been checked out. 
  • Within 24 hours of the appointment time
  • When client notification messages are enabled.
  • It’s not a future appointment (below the red line in the calendar or anytime in the future).

Q. Can I customize what is included in appointment reminders?
Yes, you can add an Aftercare description or other important information to the thank-you email and appointment updates. 


Q. What should I do if a client does not receive an automated message?
Check that the client’s contact information is accurate and up-to-date and that they are opted-in to receive automated messages.


Q. Will clients still receive thank you messages if the appointment is not fully paid?
If the client has an outstanding balance (partially paid invoice) they will still receive the Thank you message.

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