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Write your own Approve and Decline emails

Put the email customers get when you approve or decline their booking request in your own words.

An add-on we switch on for your business. Ask us about it

When you approve or decline a booking request, the customer gets an email. You can write its main message in your own words. The greeting, the date and time, and how to reach you are added for you.

Write your words

  1. Go to Settings → Inbox.
  2. Under Approve and decline emails, type your message in When you approve a request, for example "We can't wait to serve your guests!"
  3. Type your message in When you decline a request.
  4. Check What they get under each box, then click Save.

Each message can be up to 2,000 characters. Leave a blank line between paragraphs to start a new one. Only people whose role includes Business settings can change these.

Tip: Click Use the standard wording under a box to go back to our words. A box left empty uses the standard wording too.

What the customer gets

When you approve: the "You're booked" email. It starts with "Hi" and their name, then your words, then the date, time and what they booked, and "Need a different time? Just reply to this email."

When you decline: the "We can't make that date" (or "that time") email. It thanks them for asking, then your words. Then comes the reason you typed when declining, if any, and a note about a refunded deposit. It ends with how to reach you.

The standard wording, if you don't write your own:

  • Approve: "Good news: we've approved your request, and it's on our schedule. Thank you for choosing us. We're looking forward to it!"
  • Decline: "Unfortunately we're not able to take this booking. We're sorry, and we hope we can help another time."

When your words are used

  • Your approve words go in the "You're booked" email when someone on your team clicks Approve. A booking that confirms itself (approval off) or a date the customer picks from your suggestions gets the usual "Your appointment is on the schedule" line.
  • Your decline words go in the email when you click Decline and tell them. Untick Tell them by email and nothing is sent.
  • A request that was missed (nobody answered in time) gets its own "Sorry we missed your request" email, not your decline words.

How to answer requests: Answer an event request.