Appointment SMS and email notifications
The platform sends customers a series of SMS and email messages from booking through to check-in. The templates are listed under Platform Admin → Enabled Features → Queueing / Appointments → Shared Settings, each with a Last Updated date, its Number of Characters and an SMS Enabled or Email Enabled toggle.
Message templates
| Template | SMS | When it is sent | |
|---|---|---|---|
| Appointments - Click Link to Confirm | Yes | Yes | When a booking is made. The customer must open the link within the template's Time to Click to Confirm their Appointment window (default 5 minutes). |
| Appointments - Confirmation | Yes | Yes | When the customer confirms the booking. |
| Appointments - Reminder | Yes | Yes | At the template's Send SMS Reminder to a Customer time (default 24 hours before the appointment). |
| Appointments - Check In | Yes | No | When the customer checks in on arrival. |
| Appointments - Picked up by Staff | Yes | No | When a staff member picks up the customer for their appointment. |
| Appointments - Updated by Staff | Yes | Yes | When staff change the appointment from Retail Admin. |
| Appointments - Rescheduled | Yes | Yes | When the appointment is moved to a new time. |
| Appointments - No Show | Yes | No | When the customer is marked as a no show. |
| Appointments - Cancelled | Yes | Yes | When the appointment is cancelled. |
| Appointments - Click & Collect | Yes | Yes | For click-and-collect bookings. |
The same page lists the 3 queueing SMS templates (Queueing - Join the Queue, Queueing- It's Your Turn, Queueing - Lost Your Spot); see SMS and email messages sent to visitors.
Delivery settings
| Setting | Default | Where |
|---|---|---|
| SMS sender | ${BrandName} | Platform SMS Sender ID (AWS SES SMS/Text) under Company Settings → Platform Set-up. See Update the platform's SMS sender ID. |
| Email sender address | — | Platform Email address (AWS SES Email), which must show Verified, under Company Settings → Platform Set-up. |
| Email sender name | ${BrandName} | Email Sender Name (From) under Company Settings → Platform Set-up. |
| SMS Max Retry | 2 times | Appointment Template → MESSAGE SENDING SETTINGS. |
| SMS Retry Interval | 30 seconds | Appointment Template → MESSAGE SENDING SETTINGS. |
| Email Retry Interval | 30 seconds | Appointment Template → MESSAGE SENDING SETTINGS. |
| AWS SES Region | US East (N. Virginia) | Company Settings → Platform Set-up. |
Messages are delivered through Amazon Simple Email Service (SES). SMS and email sending must be approved in your AWS account, and some sender IDs are restricted; a restricted sender ID means no SMS is sent. See SMS messages are not sent or arrive as UNVERIFIED.
Related
Last updated 15 September 2026
