Tell customers when a visit is booked, moved or canceled

When you put a customer's visit on the schedule, they get a You're booked email. Move it and they get Your appointment moved; cancel it and they get Your appointment is canceled. No more silence between signing the quote and the day-before reminder.

Turn it on

1. Go to Settings → Automations.
2. Switch on Booking confirmation.
3. Choose how to send it: Email, and Text message if you have texting.
4. Choose Show the time as: the start time, start and end, or an arrival window (for example "arriving between 9:00 and 11:00 AM").
5. Optionally Add a note, like "Please make sure we can get into the garage."
6. Click Save.

It's off for businesses that were using Hello to Paid before it existed, and on (by email) for new businesses.

What the customer gets

The date and time in your business's time zone, the address, who's coming (first names of the people assigned), what the visit is for, your note, your phone number, and a link to their Client Hub. To change the time, they reply to the email or call you.

Texts go only to customers with a mobile number.

When it goes

Times are in your business's time zone (set in Settings → Branding).

• Emails go between 7am and 9pm. A change you make later in the evening or overnight waits and goes at 7am, so nobody gets woken up.
• Unless the visit is soon: if the visit starts within the next 12 hours, the email goes right away, whatever the time. (For a canceled visit, that's the time the customer was expecting you.)
• Texts go only between 8am and 9pm. A text due overnight waits until 8am. If the visit starts before 8am, the text is skipped and the email does the job.
• If you change the visit again before a waiting message goes, the customer only hears about the latest time.

Approving an online booking request in the evening works the same way: You're booked goes at 7am unless the visit is within 12 hours. When the customer picks a time themselves, or you remove a visit, the message goes right away.

It waits until you're done

Nothing goes out the moment you drag a visit. The message waits about three minutes after your last change (about a minute when you save from the visit window), so moving a visit around the calendar sends one message with the final time. Move it and put it back before then, and nothing is sent.

Skip it for one change

Open the visit. Under Customer, untick Notify the customer before you click Save or Remove. Tick it to send one even when booking confirmations are off.

See what was sent

The visit window lists each message under Customer: Customer notified: "You're booked" email to … with the time it went. A message that's waiting shows when it will go out, and a text waiting for 8am shows as held.