Manage appointment booking notifications and reminders
About appointment notifications and reminders
With Square Appointments your clients can receive confirmation requests, reminders, and notifications about their appointments through text messages, email, or both depending on their notification preferences. This helps reduce no-shows and improves sales.
Before you begin
You can customize several types of notifications from your Square Dashboard, including:
Appointments confirmations
Additional notifications for appointment requests, changes, and cancellations
Notifications may require specific subscriptions or settings and can be sent via email or text message. All notifications can be managed from Appointments > Communications in your Square Dashboard.
Note: Appointment notifications are for transactional messages only. Marketing and promotional language will be blocked.
Even if you turn on the setting to send text message notifications, customers that use Square Go will still receive push notifications from the Square Go app to avoid duplicate notifications. Customers can customize whether they want to receive push or text message notifications in the Square Go app by:
From the navigation bar, tap the account icon.
Under Notifications, toggle on/off Push notifications or SMS notifications.
Learn more about how to Use Square Go with Square Appointments.
Manage confirmations and reminders
Step 1: Set up appointment confirmation and reminder notifications
You can choose when and how your customers receive appointment confirmations and reminders. If a customer hasn‘t confirmed their appointment by the time a reminder is scheduled, the confirmation request will be resent with the reminder message.
Confirmation and reminder settings can be managed from your Square Dashboard or your Appointments POS app.
- Sign in to your Square Dashboard, then go to Appointments > Settings > Communications.
- In the Confirmations and Reminders section, toggle on the options to send your customers a text and/or email reminder.
- From the drop-down menu, select a time frame prior to the scheduled appointment for reminders to be sent automatically.
- You can also Create automated digital forms or Set up and manage Square Assistant.
- click Save.
Step 2: Customize confirmation and reminder notifications
You can view all the automated notifications available for your clients when they book appointments with you and edit the message copy included in the notifications.
Sign in to your Square Dashboard, then go to Appointments > Communications.
Under Customize Notifications, select the notification type you want to edit.
Select a message to edit, and add your own text to the box.
To include automated fields, like client name or business name, copy the variables from the table and paste them into your message.
Click Save.
For text message notifications, the default message is sent only if the customized message fails to send. This can happen if the message you input exceeds 1024 characters in length.\
Step 3: View customer confirmation details
When viewing an appointment from the client’s Appointments Details page, you’re able to see the appointment confirmation details. If an appointment has not been confirmed by a client, you can either resend a confirmation request or mark the appointment as confirmed.
You can view all of your client’s confirmation statuses directly from your Appointments Calendar in the Appointments section of your Square Dashboard. Confirmed appointments will show a checkmark next to the appointment, and unconfirmed appointments will show a question mark.
Note: When a last-minute appointment is created by you or by your customer, the appointment may auto-confirm even if you have the Send Confirmation Request option toggled on.
Set up appointment request, change, and cancellation notifications
To set up automated client notifications for new appointments:
- Sign in to your Square Dashboard, then go to Appointments > Settings.
- Click Communications.
- Under New appointments, click the type of notification you want to set up.
- Fill out the notification subject line and message > Save.
New appointment notifications are only sent if you have the accept/decline option turned on in your Appointments Settings in Square Dashboard.
To set up automated client notifications for appointment changes:
- Sign in to your Square Dashboard, then go to Appointments > Settings.
- Click Communications.
- Under Appointment changes, click the type of notification you want to set up.
- Fill out the notification subject line and message > Save.
The Business rescheduled appointment, Business changed appointment, and Client rescheduled appointment notification types send only when you have online booking and Client allowed to reschedule settings turned on.
The Business accepted client reschedule with changes and Business declined the client’s rescheduled appointment notification types send only if you have the accept/decline setting turned on.
To set up automated client notifications for appointment cancellations:
- Sign in to your Square Dashboard, then go to Appointments > Settings.
- Click Communications.
- Under Appointment cancellations, click the type of notification you want to set up.
- Fill out the notification subject line and message > Save.
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