# Emails and reminders — who gets told what

> Every email Bookodile sends, what triggers it, which are per-person preferences, and the one switch that stops all of them.

_Last verified: 2026-09-05. Source: https://bookodile.com/docs/notifications_

Bookodile sends two kinds of email: ones to your **customers**, and ones to
**your team**. They are controlled separately.

## Emails to customers

| Email | When |
|---|---|
| Booking confirmation | Immediately on booking, and when you resend it manually |
| Booking cancellation | When a booking is cancelled, by either side |
| Reminder | The day before, two hours before, or both |
| Follow-up after the visit | About ten minutes after the booking ends, if any follow-up add-on is on |
| Waiting list offer | When a slot they are waiting for opens: a cancellation, or the person before them not confirming in time |
| Event registration | When they register for an event |
| Win-back | Once a day, to customers overdue for a visit by their own usual gap and with no booking ahead, if the Client Return add-on is on |

### A customer's first booking asks them to confirm their email

The first time an address books with you — or any time until its owner confirms
it — the booking confirmation leads with a **Confirm my email address** button,
with the booking details underneath as usual. It is still one email. Tapping the
button signs the customer in to **My Bookings**, where every booking they have
made with that address, at any business on Bookodile, is waiting. Once the
address is confirmed, confirmations go back to the ordinary email.

Ignoring the button costs nothing: the booking is made either way, and signing in
to My Bookings with the same address later does the same thing.

What changes on your side: that customer's card shows **Verified email**. What
you see of their name, email and phone then depends on what they share with you
and what your booking page requires — see
[Customer details a customer controls](/docs/customer-details).

### One visit is one follow-up email

If reviews, private feedback and Google reviews are all switched on, a customer
who came once gets **one** email with a block for each — not three emails.

This is worth knowing before you enable the third one, because the instinct is
to assume each add-on brings its own message. It does not.

## Emails to your team

Staff notifications are **per person**. Two people in the same business can want
completely different things, and each sets their own in Settings →
Notifications.

The standing ones cover new bookings, cancellations, reschedules and time-off
requests. Owners and managers also choose whether to hear when a **customer
moves a booking themselves** — **Rescheduled by a customer**, under Team
bookings, which starts switched on for anyone who already gets the team's
cancellations. When a customer moves or cancels a booking themselves, the
emails say so ("The customer moved it, in My Bookings") and include the reason
they gave, if any — and a customer answering in [Messages](/docs/messages#who-on-your-team-is-told),
to the owner and whoever wrote in that conversation. Three add-ons also email
staff — **Reviews** (a new review, and a customer replying to your response),
**Feedback** (new private feedback) and the **Leaderboard** (the monthly results on the 1st, to the whole team,
including people who never sign in — see [The leaderboard](/docs/leaderboard#the-results-email)).
Every other add-on emails only the customer, or nobody.

A combo booking or one with add-on items notifies **once** when it is booked,
not once per part. When you — or the customer — move or cancel part of one,
each team member whose service changed gets one email listing only their own
services.

### Calendar files in customer emails

The confirmation, "Booking moved" and cancellation emails each carry a
calendar file for the same event: the first adds it, with a link to manage the
booking; a move updates its time; a cancellation takes it out. See
[The customer's calendar](/docs/cancellations-and-no-shows#the-customers-calendar).

## The master switch

There is a single setting that pauses **all customer messages** for a business
 — email and SMS alike.

It stops confirmations as well as marketing — a customer who books during a
pause is not told their booking exists. Use it for a genuine shutdown, not a
quiet week.
A message someone on your team writes in [Messages](/docs/messages) is not
automatic, and still goes.

## Reminders depend on the scheduler

Reminders, follow-ups, win-backs and a waiting-list offer passed to the next
person are not sent as things happen — a background job sends them on a cycle.
Confirmations, cancellations and the first waiting-list offer are immediate; the
scheduled ones are not.

In practice a reminder goes out within about fifteen minutes of its target time,
a follow-up within about ten, an unconfirmed waiting-list offer reaches the next
person within about ten minutes of lapsing, and win-backs go out once a day.

### A moved booking is reminded of its new time

Move a booking — or a whole visit — after its reminder went out, and the
customer gets another reminder for the new time when that one is due. A
reminder whose moment has already passed is not sent late: day-before
reminders go out at about 8:00 in the morning, the business's time, so a
booking moved at 10:00 to tomorrow afternoon gets no second one.

## What is deliberately not sent

- **No SMS when a customer reschedules or cancels themselves.** They get the
  email — "You moved your booking" with the new times, or the cancellation —
  and a text would only repeat what they just did, at your cost.
- **Dragging a booking in your calendar does not tell the customer** — a
  single booking or a whole visit. Changing a booking's time in the booking
  dialog, or using **Move visit**, offers to tell them: by email, by SMS when
  your business sends texts, or both — see
  [Cancellations, reschedules and no-shows](/docs/cancellations-and-no-shows).
- **No email when you mark a no-show.**

## Worked example

A gym with reminders set to "day before", reviews on, and feedback on.

A member books a Thursday class on Monday. They get a confirmation on Monday, a
reminder on Wednesday, and on Thursday, a few minutes after the class ends, a
single follow-up email asking for a review and offering private feedback.

The instructor gets a new-booking notification on Monday, because they have that
switched on. The owner, who has it off, gets nothing until the review arrives.

## Limits

- **You cannot edit the email templates.** You can set a footer, which currently
  appears on the booking confirmation.
- **Reminder timing is a choice of three** — day before, two hours before, or
  both. Not arbitrary.
- **Customers cannot unsubscribe from confirmations.** They are transactional.
- **SMS only with the SMS messages add-on.** With it on, confirmations of
  online bookings, reminders, the changes and cancellations you make, and
  waiting-list offers also go by SMS to a customer with a phone number, and
  [Messages](/docs/messages) can send SMS — each kind switchable, each SMS billed
  monthly with a paid plan. See [SMS messages](/docs/sms-messages). SMS are one-way:
  a customer answers on a linked page. Demo workspaces never send SMS.