Sending timely appointment reminders is a key component of business success and we understand you may want to tweak the messaging of these reminders.

In Zenoti, you can send two appointment reminders - each with a customizable message.

Before you begin

Ensure that you have enabled one of the following organization-level settings in the Appointment Book section (Admin Organization > Organizations > Settings ) :

  • send only when guest has not confirmed booking
    To send the second notification to only those guests who have not confirmed the appointment.

  • always send second reminder
    To send the second notification to all guests irrespective of whether guests have confirmed the appointment
    Note: We recommend you use this option only if you are sending different content in the second reminder.

To send second appointment reminder

  1. Navigate to Admin Organization > Organizations > Email /Texts and expand the Appointment section.

2. Locate and open the Second Appointment Reminder template to edit it.

3. Configure the following templates depending on your requirement:

  • Second Appointment Reminder - Email
    - Select the Turn this automated email on checkbox to activate the email template.
    - To send an email copy (Cc), click Add to include recipients by username,
    employee role, or email.
    Note: For recipients added by role, all employees mapped to the role in the
    guest's base center receive the email notification.
    - Edit the Subject field and use the available macros (explained in the next
    section) if required.
    - Use the available macros to customize the content for plain text and HTML emails.
    Tip: Click Full Screen in the editor to edit the text in full-screen mode.
    Depending on the recipient's browser, the email is delivered as plain text (no formatting and images) or HTML text (includes images, links, and formatting).
    - Click Send Test Email to send a test email and to view how the test email
    appears to your guest.
    Note: In the test email, macros will appear as is and will not be expanded. For
    example, if you have used [FirstName] macro in the email text such as 'Hi
    [FirstName]' then, test mail continues to show 'Hi [FirstName]' and does not
    show actual first name of the receiver.

  • Second Appointment Reminder - Text Messages (SMS)
    - Select Turn this automated message on checkbox to activate the text
    message template.
    - Click Add to include recipients by their username, employee role, or phone
    number
    Note: For recipients added by role, all employees mapped to the role in the
    guest's base center receive the message.
    - Use the available macros to customize text messages.
    Important: Messages with more than 160 alphanumeric characters require two
    or more text (SMS) credits. Messages with one or more Unicode characters
    (international/multilingual text characters) require one text credit for every 70
    characters.
    - Click Send Test Message to send a test notification and view how the test
    message appears to your guest.
    Note: In the test message, macros will appear as is and will not be expanded.
    For example, if you have used [FirstName] macro in the SMS text such as 'Hi
    [FirstName]' then, test mail continues to show 'Hi [FirstName]' and does not
    show actual first name of the receiver.

7. Click Save.

The guest receives the notification at a time configured in your organization’s settings (Admin > Organization > Organizations > Settings tab > Appointment Book > Send Appointment Reminder).

Troubleshooting

There may be times when a guest may fail to receive an intended email/text message. Learn more

See Also

Macros in the Appointment Reminder Notification

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