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How to Set up Email Notifications and reminders? 🔔
Email notifications can be sent to your customers and employees to notify them about the bookings that occurred in Trafft. It can be sent right after some action, in the scheduled time before or after the appointment, or at the scheduled specified time of the day.
Email notifications settings are divided into two parts: Templates and Configure.
Add cancel or reschedule link in notifications
Send notifications to additional addresses
Templates
Templates are divided into two parts:
- To Customer - these templates you set to be sent to the customers,
- To Employee - these templates you set to be sent to the employees.
By default, all templates are enabled but once you click on each of them you will see a toggle button next to the template name (above the Subject) to disable the template if you don't want this email to be sent.
Six notification types are available in Trafft, both for customers and employees:
- Appointment Approved
- Appointment Pending
- Appointment Rejected
- Appointment Canceled
- Appointment Rescheduled
- Appointment Reminder
- Appointment Follow Up
- Birthday Greeting
We will go through each of these notification types in detail below.
Please note: if you want to create more notifications and customize them to your liking even more, you can do that by enabling the Custom Notifications feature.
Appointment Approved
This email message will be sent right after your customer finishes the booking process, or right after an appointment is created from the admin dashboard. In order to be sent right away your Default Appointment Status from General Settings needs to be set to Approved. If you set Pending as a Default Appointment Status in the General Settings then this notification will be sent after you manually change appointment status on the Appointments page from Pending to Approved. This notification is available for both customers and employees, but you can disable one or both of them with a toggle button above the Subject of the template.
Appointment Pending
This email message will be sent right after your customer finishes the booking process, or right after an appointment is created from the admin dashboard. In order to send right away, your Default Appointment Status from General Settings needs to be set to Pending. If you set Approved as a Default Appointment Status in the General Settings then this notification will be sent after you manually change appointment status on the Appointments page to Pending. This notification is available for both, customer and employee, but you can disable one both of them with a toggle button above the Subject of the template.
Appointment Rejected
This email message will be sent right after the status of the appointment on the Appointments page is changed to Rejected. Both, your customers and your employees, can be notified that the appointment has been rejected, but if you don't need both of them, you can disable it with a toggle button above the template Subject line. This notification can also be sent to both parties, but can as well be disabled like the previous ones.
Appointment Canceled
This email message will be sent right after the status of the appointment on the Appointments page is changed to Canceled. You are probably wondering why there are two similar notifications and statuses? The reason for this is because very soon we will add an option to the customer to cancel the appointment so there will be the difference - Canceled notification will be only for the customer's canceling and Rejected one will be for rejecting by admin, employee or anybody else who gets this permission (also will be added in the future). This notification can also be sent to both parties, still, you can disable it like previous ones.
Appointment Rescheduled
This email message will be sent right after the appointment date and/or time are/is changed. This currently can be done only from the admin dashboard on the Appointments page but very soon customers will have this option to reschedule their appointments, so you will probably need to set up this notification to at least inform your employees about this.
Appointment Reminder
With this notification, you can remind your customers and employees about upcoming appointments, this can dramatically reduce no-shows for your appointments. On the right side of the Subject line, you will see the option "Before Appointment" where you can set a time before the appointment when this notification will be sent. By default, it is set to 1 day which means that reminder notification will be sent 1 day before the appointment. You can change this and choose between 30 minutes before the appointment to 1 week before the appointment.
Appointment Follow Up
This is one of the two notifications available only for the customers. With this notification, you can send a follow-up email to thank your customer for coming or give some additional information, invite them to the next treatment or ask for a positive review. Remember that this way you can drastically improve the number of returning customers. Next to the subject line, you will see an option "After Appointment" to choose a time and schedule this email. By default, the option is set to 30 minutes which means that a follow-up email will be sent 30 minutes after the appointment is finished, of course, you can change this and set the different time up to 1 week after the appointment.
Birthday Greeting
This notification is also only available for the customers. Congratulate your customers on their birthday. To be able to send this email you will need to have a date of birth field in the customers' profile filled. Next to the Subject line, you will see an option "Scheduled For" which you can use to set a time of the day when the email will be triggered on a customer's birthday. By default, it is set to 17:00 (5 pm).
Setting your templates with placeholders
For each of these notifications explained above you will see options below the template message to choose and add email placeholders. Place your cursor in the template where you want to add a new placeholder, open any of the dropdowns below and click on the placeholder that you need.
The placeholder will be automatically added to the template, and you can add as many as you want. All these placeholders will be replaced with real data from bookings, services, employees, locations, company details, etc. If on the other hand there is no data for that placeholder then the placeholder will be replaced with empty space.
Once you finish setting up all email templates - don't forget to click "Save Settings".
Add reschedule link in notifications
You can allow your customers to reschedule the appointment directly from one of the notifications that they receive, by adding the " Reschedule Link" placeholder, which you can find in the Appointment dropdown in both SMS and Email Notifications. This placeholder will be replaced by a link in your notifications, which will redirect your customers to choose the new date and time for their appointment, after which the appointment will be rescheduled.
Add cancel link in notifications
If you want to allow your customers to cancel the appointment directly from one of the notifications that they receive, you can add the " Cancel Link" placeholder, which you can find in the Appointment dropdown. This placeholder will be replaced by a link in your notifications so that your customers can click on it and their appointment would be canceled. You can also set the redirect pages, where you want the customer to be redirected to after clicking on the cancel link, on the Customize page if you enable the "Use custom appointment cancellation URL" option and enter the URL link for a page they will be redirected to if their cancellation is successful and the URL link for a page they will be redirected to if their cancellation is not successful. Don't worry if you do not wish to set these pages, and you leave the option disabled, your customers will be guided to special pages on your booking website that confirm either a successful or unsuccessful cancelation.
Send Email Notifications to additional email addresses
By default the notification is sent to either the employee who was booked for a certain appointment, or the customer who booked it. However, if you want to have further insight into Email notifications, and keep track of them, or you want to have multiple people within your team receiving notifications for an appointment, you can add those email addresses under the Cc and Bcc options under each notification. For both fields the maximum number of emails you can add is three.
“Reply to” option
Customers answer emails sent from Trafft, so we implemented the option where admins will be able to add an email address for replies. If your customers want to ask you something or update some information, they will send it directly to your email address after they receive the email/s you enabled in the settings as automated notifications.
By default “Set email for replies” is disabled. When you enable it, an email address is a required field while the sender name is not.
