Recovering abandoned bookings

Some patients pick a time online, reach the reservation-fee payment, and then get distracted before paying. The slot is released so others can book it, but the patient's interest was real, so the system follows up automatically.

How it works

When a booking is cancelled because the booking reservation fee was not paid in time, the patient receives the Booking recovery email within the day: a friendly "you were almost there" note with a Finish booking button. Where possible the button deep-links straight to the same treatment's booking page, so picking a new time takes seconds.

The message is checked from 20 minutes until 24 hours after the booking was created, once the unpaid hold has expired. It is sent at most once per visit, including a visit with several treatments. If any part of that visit has been paid or confirmed, recovery is not sent. Bookings created through an external API do not receive it.

Why it matters

The jump from your booking page out to the card payment screen is the single biggest leak in an online booking funnel. This message recovers a slice of those bookings with zero effort on your part. The patient already told you what they want and when; the email simply asks them to finish.

Details

• Email only. The patient gave you their email as part of the booking, so it is the natural channel.
• Counts as transactional: the patient started this booking themselves, so no marketing opt-in is needed. The patient still needs an email address and must accept automated emails, and the email channel must be on.
• Edit the wording under Settings > Messaging, in the Cancellations and no-shows section, or untick Send automatically to switch it off.