Booking confirmation messages
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When an appointment is confirmed, an email confirmation gives the patient the details in writing, provided the automation and email channel are on and the patient accepts automated emails.
What the patient receives
The confirmation email shows the treatment, the practitioner and the date and time. Pending pre-appointment forms appear as Complete: [form name] buttons, or as a compact list of links when there are more than three forms. Any booking information you have saved for your clinic is included too.
The booking confirmation is sent by email. Appointment reminder texts are separate messages.
Making it yours
Edit the wording under Settings, Messaging, in the Booking section. The email template has placeholders such as {patient_first_name}, {treatment}, {date} and {time}. If you write a custom email, your wording is used and the forms and booking information are still appended below it automatically.
If a patient has no email address
The confirmation is skipped and recorded as Skipped in your Messages log, so you can see it did not go out and follow up by phone if needed. Any pre-appointment forms are still created and appear on the patient's record for you to share by hand.
If a confirmation was held back
For online bookings that confirm without a payment, automatic confirmation emails are capped at ten per email address per hour; confirmations following Stripe payment do not use this cap. It is rare for a real patient to hit this, but a parent booking the whole family can.
When it happens, the booking still stands. The patient is told on screen that their booking is confirmed but the confirmation could not be emailed, and to contact you. In the diary, open the appointment: a note explains what happened, with a Resend confirmation button. Press it to email the confirmation now.
If the resend cannot go, the panel says why, for example that the patient has no email address, does not receive automated emails, or that booking confirmation emails are switched off in your messaging settings.
Switching it off
Untick Send automatically on the Booking confirmation card and press Save beside that switch. Forms are still created, and online-booking notices are still attempted at your configured clinic contact email; only the patient's confirmation email stops.