# Appointment SMS and email notifications

> The SMS and email messages the platform sends to customers about their appointments, when each is sent, and the retry and sender settings behind them.

Reference · Appointment Bookings · Last updated 15 September 2026

URL: https://personalisationhub.com/support-centre/appointment-bookings/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 | Email | 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](https://personalisationhub.com/support-centre/queue-management/sms-and-email-messages-sent-to-visitors/).

## Delivery settings

| Setting | Default | Where |
| --- | --- | --- |
| SMS sender | `${BrandName}` | **Platform SMS Sender ID (AWS SES SMS/Text)** under **Company Settings → Platform Set-up**. See [Update the platform's SMS sender ID](https://personalisationhub.com/support-centre/queue-management/update-the-platform-s-sms-sender-id/). |
| Email sender address | — | **Platform Email address (AWS SES Email)**, which must show **Verified**, under **Company Settings → Platform Set-up**. |
| Email sender name | `${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](https://personalisationhub.com/support-centre/troubleshooting/sms-messages-are-not-sent-or-arrive-as-unverified/).

## Related

- [Appointment template settings reference](https://personalisationhub.com/support-centre/appointment-bookings/appointment-template-settings-reference/)
- [SMS and email messages sent to visitors](https://personalisationhub.com/support-centre/queue-management/sms-and-email-messages-sent-to-visitors/)
- [Update the platform's SMS sender ID](https://personalisationhub.com/support-centre/queue-management/update-the-platform-s-sms-sender-id/)
- [Enable appointment bookings](https://personalisationhub.com/support-centre/appointment-bookings/enable-appointment-bookings/)