Customising confirmation and reminder messages
Write your own wording for the confirmation and reminder emails and SMS your clients receive, using placeholders like {client_name} and {date}.
By default, clients get our standard wording when they book and before their appointment. If you'd like to use your own words (for example to add parking instructions, a deposit request, or a prep note), you can write your own confirmation and reminder messages.
Where to find it
Go to Settings → Notifications and scroll down to Message Templates. There are two sections:
- Confirmation Messages: sent as soon as a booking is made.
- Reminder Messages: sent before the appointment, at the times you've set under Reminders. The same reminder wording is used for every reminder time.
Click a section to open it, then switch on Customise confirmation messages (or Customise reminder messages). While the switch is off, clients get the standard wording.
What you can change
Each section has three boxes:
- SMS Message: the text message. A live preview underneath shows how it will read.
- Email Subject: the subject line of the email.
- Email Body: the main text of the email.
Your email body replaces our standard text. A Manage Your Booking button is always added underneath it, so clients can still view or cancel their booking, and confirmation emails still include a calendar invite.
Line breaks are kept as you type them.
The standard wording
While customising is switched off, this is what clients receive.
Confirmation SMS
Hi {client_name}, your {service} at {location} is confirmed for {date} at {time}. Manage: {manage_link}
Reminder SMS
Reminder: {service} at {location} on {date} at {time}. Manage: {manage_link}
Confirmation email: subject Booking Confirmed - (your location name). The email lists the service and staff member, date, start and end time, your location and full address, and a confirmation number, followed by the Manage Your Booking button.
Reminder email: subject Reminder: Your appointment on {date} at {location}. The email lists the service, staff member, date, start and end time, and your location and full address, followed by the Manage Your Booking button.
When you switch customising on, the boxes are filled with starting text you can edit. The reminder starting text says "tomorrow", so if your reminders go out at a different time (say 2 hours or 3 days before), change that word before you save.
Placeholders
Placeholders are swapped for the real booking details when each message is sent. Click a placeholder in the panel to copy it, then paste it into your message.
| Placeholder | Becomes |
|---|---|
{client_name} |
The client's name |
{service} |
The service booked (several services are joined with "+") |
{staff_name} |
The staff member's name |
{date} |
The appointment date, e.g. Tuesday, 14 October 2026 |
{time} |
The start time, e.g. 2:30 PM |
{location} |
Your location's name |
{manage_link} |
A short link where the client can manage their booking |
Placeholders must be typed exactly as shown, including the curly brackets.
Saving
There's no save button. Your changes save automatically when you click out of a box, and you'll see a small Settings saved message.
To go back to our standard wording, either:
- click Reset to defaults, which puts the standard text back in the boxes so you can edit it, or
- switch customising off, which goes back to the standard wording and clears your custom text. If you switch it on again later, you'll start from the standard wording.
If you might want your custom wording again, copy it somewhere safe before switching off.
Things to know
- Changes apply to new messages only. Clients who have already received a confirmation won't get a new one.
- SMS length. Try to keep SMS under 160 characters once the placeholders are filled in. Longer messages are sent as more than one SMS and use more credits. See SMS credits.
- Turning confirmations or reminders off. Whether a message is sent at all (and by email, SMS or both) is set in the Client Notifications and Reminders sections above the templates, not here.
Still stuck?
Our support team is ready to help.