Customer notification scenarios

The Scenarios table below defines the Customer notification scenarios used in the Customer notification section of the Booking page. These scenarios are the booking events that can take place during the booking lifecycle. ScheduleOnce lets you choose which scenarios will trigger notifications and if the notifications are sent via email, SMS, or both.  

In this article, you'll learn about the different scenarios for using Customer notifications.

Location of the Customer notifications section

Figure 1: The Customer notifications section on an Event type

By default, when your Booking page is associated with Event types, the Customer notifications section is located on the Event type. When your Booking Page is not associated with Event types, this section is located on the Booking page. However, your account Administrator can change the location of this section to be always on either Booking pages or Event types for the entire account.

Learn more about the location of the Customer notifications section

Scenarios

Notification ScenarioDescription 
Automatic Booking 
Booking made by Customer Sent to the Customer* when the Customer makes a booking.
Booking with approval 
Booking request made by Customer Sent to the Customer* when the Customer submits a booking request.
Booking request approved by User Sent to the Customer* when a User approves a booking request.
Calendar event 
Calendar event The calendar event can include any booking details and can be added to the Owner’s and Customer’s** calendars.
Reminders and follow-ups 
First Customer reminderSent to the Customer* at a predefined time prior to the meeting.
Second Customer reminderSent to the Customer* at a predefined time prior to the meeting.
Third Customer reminderSent to the Customer* at a predefined time prior to the meeting.
Follow-up message Sent to the Customer* at a predefined time after the meeting ends.
Note: There is no predefined text in the Default email or SMS template. The note you write for the Follow-up message will be the only text the customer will receive.
Booking cancellation 
Booking canceled by Customer Sent to the Customer* when the Customer cancels a booking.
Booking canceled by User Sent to the Customer* when a User cancels a booking.
Booking reschedule 
Booking rescheduled by Customer Sent to the Customer* when the Customer reschedules a booking.
Reschedule requested by UserSent to the Customer* when a User sends a reschedule request to the Customer.
Booking request cancellation 
Booking request canceled by CustomerSent to the Customer* when the Customer cancels a booking request.
Booking request canceled by User Sent to the Customer* when a User cancels a booking request.
Booking request resubmission 
Booking request resubmitted by Customer Sent to the Customer* when the Customer resubmits a booking request.
Booking request resubmission requested by UserSent to the Customer* when a User asks the Customer to resubmit a booking request.
Other notifications  
Manual refund issued by UserSent to the Customer* when the User issues a refund via ScheduleOnce.

* If the Customer invites additional guests to the meeting via the Customer guests feature, those guests will be CCed in these email notifications, but will not receive any SMS notifications.

** If the Customer invites additional guests to the meeting via the Customer guests feature, those guests will be added as attendees to the calendar event, and receive all subsequent event updates.

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