The Notifications section is a powerful way to control communication with your booker and to keep your and your team informed about bookings.
The third trigger, If booking cancelled, delivers all the emails and SMS sent when the booking is cancelled by you, the team member or the booker. This guide will help you customize the cancellation email, and create additional emails in this section.
This feature is available on our Individual, Professional and Teams plans.
- If you cancel the booking
- If your booker cancels the booking
- Add an additional cancellation email
- Add a cancellation SMS
If you cancel the booking
When you or your team member cancel the booking by using the cancellation links in your confirmation email, or by managing the booking on your dashboard, this triggers an email to your booker.
When you cancel a booking through YouCanBook.me, you'll have a chance to edit the cancellation email before it sends to your booker. This allows for additional details to be included that may be specific to an individual.
To add an additional cancellation email to yourself, your team member, or someone else, click the + sign.
This cancellation email to booker, much like the Confirmation email to booker, is fully customizable.
When will this action be triggered
Set how many minutes after you cancel the booking will this email go out to the booker.
Sending name & email address
By default, this reminder email to booker will send from the Account Owners email address.
Click Edit next to the email address to change both the name and email address sending the email. On a team booking page, you can choose to send it from the team member booked by selecting {TEAM-EMAIL} from the dropdown.
The sending email address must be valid and verified for use with YouCanBook.me. If your email domain is DMARC protected, emails will default to sending from notifications@youcanbook.me to ensure delivery. (What is DMARC?)
Improving email delivery
We recommend integrating your Google based email account with YouCanBook.me. Emails to your booker will send directly from that account, improving deliverability to the inbox.
Receiving email address
By default, this cancellation email will go to the email address the booker has entered on the booking form. If you wish to send the cancellation to multiple people, select Custom Email from the drop down list, and enter the email addresses that should receive this confirmation, separated by a comma.
Email subject line
Give the email a subject line that will grab your bookers attention. You can add in shorthand codes to customize the title (i.e. "Your booking with {TEAM-NAME} has been cancelled" will display team member who they were supposed to meet with.)
Email content
You can fully customize the body of the email that will send to your booker.
Use the styling toolbar to add bold or italic text, insert images or logos, hyperlink a website or personalize the email using shorthand codes from your booking form.
{BOOKING-PAGE} will display a hyperlinked URL the booker can use to book a new appointment with you.
If your booker cancels the booking
When the booker cancels the booking using the cancel links in their confirmation email, it will trigger two emails:
- A cancellation email to you (or your team member)
- A cancellation email to the booker
You can customize the cancellation email to booker just like you've done to the email that sends when you cancel the booking.
To add an additional cancellation email to yourself, your team member, or someone else, click the + sign.
For the cancellation email to yourself, or your team member, you may choose to modify some default settings.
When will this action be triggered
Set how many minutes after the booking is cancelled that this confirmation email will send to you or your team member who has been booked.
Sending email address
Emails to the team about a booking by default send from notifications@youcanbook.me. You can click Edit next to this email address to send from another verified email, but the sending email cannot be the same as the receiving email.
Receiving email address
The default is for this cancellation email to send to your account email, or the team members email as entered under Calendar & teams on the booking page. If you wish to send it to multiple people, select Custom Email from the dropdown list, and enter the email addresses that should receive this confirmation, separated by a comma.
Email subject line
The default subject line of this email is "Meeting cancelled by {FNAME}" which will pull in the bookers first name. You can edit this to be more relevant to you or your team's needs, and add in any additional shorthand codes.
Email content
You can fully customize the body of the email that will send to you or your team member who is being notified about the cancellation.
Use the styling toolbar to add bold or italic text, insert images or logos, or personalize the email using shorthand codes from your booking form.
Can I remove the YouCanBook.me logo on the confirmation email sent to the team member?
The YouCanBook.me logo and header cannot be removed from internal emails sent to the account owner and team members. On paid accounts the YouCanBook.me logo is never included on emails to the booker.
Add an additional cancellation email
For either trigger - you cancel or your booker cancels - you can add an additional email to send to someone else. Click the + sign to add a new email, or hover over the existing notification to copy it and modify the receiving email address.
Add a cancellation SMS notification
You may prefer to send a SMS message to yourself or your booker about the cancellation, or you may decide to send both and email and a SMS.
How do I know my SMS is setup properly?
SMS credits are not included in your subscription, so ensure you have purchased adequate credits. 1 credits can send 160 characters (letters, special characters, etc).
To send SMS to you booker, add a "Phone Number" question to your booking form and ensure Mobile phone is checked to properly enable the SMS to be sent.
Under Notifications Actions If booking cancelled, click + to add a new SMS confirmation. Select the SMS template you want to work with, SMS to yourself, or to your booker.
For each SMS notification you set up, decide:
When will this SMS be triggered?
Set how many minutes after the cancellation occurs you or your booker will receive this SMS
Recipient
In the Send to field, select the Phone number question from your booking form. If you are sending the SMS to yourself, select Enter a custom phone number from the dropdown and enter your mobile phone number in the field below.
If sending the SMS to a custom phone number, the phone number should be entered in the format +XXXXXXXXXXX, with the number starting with a plus sign and your country code. Incorrectly formatted phone numbers will result in the SMS not sending.
The SMS message can send to multiple recipients. Select Enter a custom phone number, and enter multiple shorthand codes from your booking page or multiple phone numbers, separated by a comma.
SMS Message
Personalize the SMS message that will send after the appointment is cancelled. Use the curly brackets in the styling toolbar to add shorthand codes from your booking page.
Do not format links in your SMS message - your link will become automatically hyperlinked when delivered to your client's SMS application.
Keep this message brief - 1 credit allows for 160 characters. Shorthand codes may expand to longer text, resulting in more than 1 credit being used in a single message. Use the counter on the top right corner of the message box to estimate how many credits your SMS will take.
For further questions, contact our team at support@youcanbook.me.
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