Configuring Email and Text Notifications for Appointment Reminders

In Zenoti, you can configure automated email and text message (SMS) notifications to remind guests of an upcoming appointment. You can use macros to customize the notifications to include information such as the center details, the appointment date and start time, and a confirmation link for guests to confirm the appointment.

The guest receives the notification at a time configured in your organization’s settings (Admin>Organization>Organizations>Settings tab>Appointment Book>Send Appointment Reminder).

This article explains how to use Zenoti’s email and text message templates to configure automated appointment reminders and includes the following sections:

Configuring Appointment Reminder Notifications

Available Macros

Troubleshooting Tips

Configuring Appointment Reminder Notifications

To configure and customize the email and text template for appointment reminders:

  1. Ensure that you are the Organization level.
  2. Click the Admin tab on the main menu.
    The Admin dashboard appears.
  3. Select Organization>Organizations.
    The Manage Organizations page appears.
  4. Select the Email/Texts tab.
  5. In the Appointments section, click Edit next to Appointment Reminder.
    The Appointment Reminder email and text templates appear.
  6. To configure the Appointment Reminder email, do the following in the Appointment Reminder - Email section:
    1. Select Turn this automated email on to activate the template for automatic email notification.
    2. In the CC field, click Add to open the Add Recipients dialog.
      1. Add recipients by Username, employee Role, Email or others.
        Note: When you add recipients based on Role, all employees mapped to the role selected in the guest's base center receive the email notification.
      2. Click Done to go back to the template.
    3. Edit the Subject field and use the Available Macros if required.
    4. Use the Available Macros to customize the content for Plain Text and HTML emails. Depending on the recipient's browser, the email is delivered as plain text (without formatting and images) or HTML text (with images, links, and formatting).
      Note: Click the Full Screen icon  in the HTML editor to edit the text in full screen mode.
  7. To configure the Appointment Reminder text message, do the following in the Appointment Reminder - Text Messages (SMS) section:
    1. Select Turn this automated message on to activate the template for automatic text notification.
    2. In the Forward To field, click Add to open the Add Recipients dialog.
      1. Add recipients by username, employee role, or phone number.
        Note: When you add recipients based on Role, all employees mapped to the role selected in the guest's base center receive the text notification.
      2. Click Done to go back to the template.
    3. In the Text Message field, use the Available Macros to customize text messages.
      Note: Messages with more than 160 alphanumeric characters require two or more text (SMS) credits. Messages with one or more Unicode characters (international/multilingual text characters) require one text credit for every 70 characters.
  8. Click Save.

Available Macros

For each notification template, Zenoti provides a list of macros that you can use to customize emails or text messages. A macro is a placeholder text that is replaced with specific data when inserted into an automated email or text message. Use macros to customize emails or text messages to include information such as organization name, guest name, and center details. For example, the [OrgName] macro is replaced with the organization name.

The following list describes the macros available for an appointment reminder notification. 

Macro

Description

[CenterState]

State where the guest’s base center is located.

[CenterCity]

City where the guest’s base center is located.

[AppCost]

Cost of all the services in the appointment.

[CenterName]

Name of the guest’s base center.

[Visits]

Number of times the guest has visited the base center.

[DownloadLink]

Link to download the Customer Mobile Application (if enabled by the organization).

[DayOfAppointment]

Day on which the appointment is scheduled.

[CenterZip]

Zip code/postal of the center’s location.

[FirstName]

First name of the guest.

[StartTime]

Time when the appointment is scheduled to start.

[CenterPhone]

Primary phone number of the guest's base center (corresponds to the Phone 1 field in the center’s settings).

[CenterPhone2]

Secondary phone number provided for the guest's base center (corresponds to the Phone 2 field in the center’s settings).

[CenterAddlData1]

Additional information about the center, provided in the Additional Text field in the guest's base center (Settings>Invoice & Receipts).

[CenterAddress]

Complete address of the guest's base center (corresponds to the Address 1 and Address 2 fields in the center’s settings).

[EndTime]

Time when the appointment is scheduled to end.

[Duration]

Duration of the appointment.

[TreatmentList]

List of services scheduled for the appointment.

[ServiceTherapistList]

List of therapists scheduled to perform the services in the appointment.

[ServiceTherapistTimeList]

Scheduled time for the service and the service name; includes the therapist’s name.

[CenterCountry]

Country where the guest's base center is located.

[AppDate]

Date on which the appointment is scheduled.

[LastName]

Last name of guest.

[OrgName]

Name of the organization.

[Name]

First name followed by the last name of the guest.

[InvoiceComments]

Any notes or information about the invoice that you want to share with your guests.

[CenterE-mail]

Email address of the guest's base center.

[MailUnsubscribeLink]

Link to unsubscribe and stop receiving marketing and campaign emails.

[ServiceCustomDataLinks]

Link to the custom data form that your guests can use to specify any information essential for services that require careful administration. This data can be a prerequisite for a service.

For instance, to effectively administer a hair spa service, you can create custom fields to record the guest name, age, hair density, scalp type, hair texture, preferred oil, etc.

[GuestDataLink]

Link to the guest data form that your guests can use to specify their personal information.

[ServiceDataLink]

Link to the service data form that your guests can use to specify any additional data related to a service. For example, to effectively administer a hair spa service, you may need to know the guest’s hair type, or for a customized facial you would want to know and store the guest’s skin type.

[ConfirmLink]

Link to receive the guest’s confirmation of the appointment.

 

Troubleshooting Tips

There are several possible reasons for failure of delivery of an email or text message.
The following are some common scenarios and troubleshooting tips.

  • Guest cannot view an email
    The email could have been delivered to the guest's Spam folder instead of the Inbox. Guide the guest to check the Spam folder.
  • Failed to deliver notification
    Navigate to the guest’s profile and click the Notifications tab to review the status of sent notifications. A notification can have a Sent, Pending or Failed status.

    Based on the status, do the following:
    • If the status is Sent, the message has been delivered successfully.
    • If the status is Pending, then Zenoti is awaiting confirmation that the email was delivered. Check the status after a few minutes.
    • If the status is Failed, do the following:
      • Verify the Organization level settings:
        • Navigate to Admin > Organization > Settings and ensure that the Activate email and Activate text message options are selected.
        • Navigate to Admin > Organization > Email/Texts and ensure that the Appointment Reminder template is turned On in the Email/Texts tab.
      • Verify that there are enough email and text (SMS) credits in the center to send notifications. Contact support to add credits.
      • Check for the following in the guest’s profile:
        • Verify if the guest profile has a valid phone number/email address.
        • Verify if the guest has opted to receive notifications.
          Ensure that the Receive Transaction Emails and Receive Transaction Text Messages (SMS) checkboxes are selected.

 

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