Customer notification scenarios

This table 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.  

The Customer notifications section can be found by going to Setup -> Booking page -> Customer notifications

Note If you have linked your Booking page to at least one Event type, the Customer notifications section will be on the Event type and not on the Booking page.

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 pre-defined time prior to the meeting.
Second Customer reminderSent to the Customer* at a pre-defined time prior to the meeting.
Third Customer reminderSent to the Customer* at a pre-defined time prior to the meeting.
Follow-up message Sent to the Customer* at a pre-defined time after the meeting ends.
Note: There is no pre-written 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 User
Sent to the Customer* when a User sends a reschedule request to the Customer.
Booking request cancellation 
Booking request canceled by Customer
Sent 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 User
Sent to the Customer* when a User asks the Customer to resubmit a booking request.
Other notifications  
Manual refund issued by User
Sent to the Customer* when the User issues a refund via ScheduleOnce.

* If the Customer invited 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 invited 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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