What a client receives after booking: confirmations and reminders

After booking online, the client sees “Booking request sent” or “Booking confirmed” and can add the visit to their calendar. Automatic messages — confirmation, reminder, reschedule and cancellation notices — are switched on in the widget: “Booking” → “Communication”.

What the client sees right after booking

• “Booking request sent” if you approve bookings manually, or “Booking confirmed” if approval is automatic.
• A visit card: address, service, specialist and total.
• The line “We’ll send you a reminder before your visit”.
• Buttons to add the visit to their own calendar: “Apple / Outlook” and “Google Calendar”.
• “Contact salon” — calls the salon.

More in How a client books online and what they see.

How to do it: switch on messages to clients

1. In Multilink, open the “Booking” tab of your page and click “Settings” on the widget card.
2. Go to the “Booking” tab and find “Communication”.
3. Switch on the ones you need: “Send booking confirmation”, “Send visit reminder”, “Reschedule notice”, “Review request”, “Cancellation notice”. Only the confirmation is on at first.
4. Pick a template for each: “Default”, “Ukrainian” or “English”. Changes save on their own.

Templates fill in the client’s name, the specialist, the date and the time. For example, the reminder: “Reminder: {client_name}, you have an appointment tomorrow at {time} with {staff_name}.”

The SMS center in the CRM

CRM → “Workspace” → “SMS Center” holds the automatic SMS to clients:

• “Notifications” — sent on their own when a booking is created, moved or coming up;
• “SMS Templates” — message texts with the client name, date and time filled in;
• “SMS Logs” — every message sent, with its delivery status.

Whether a client gets a message is decided only by the widget switches from the section above (“Booking” → “Communication”): the “SMS Center” has no switches — it shows the templates and the log. SMS are taken from the salon’s SMS balance, which you can see in “Settings” → “Plans & Billing”. The owner and staff with “Full access” can open the “SMS Center”.

What you get

• A bell notification with a sound for every new online booking: “New booking — the client is waiting for confirmation” or “New booking”.
• A staff member with their own CRM sign-in is notified about bookings in their column that someone else changed: new, moved, cancelled or handed over.

More in The notification bell.

If something goes wrong

A client says the reminder never came

Check that “Send visit reminder” is on in the widget settings, and look in “SMS Center” → “SMS Logs” to see whether the message went out and was delivered. Make sure the client’s card has the right phone number.

The “SMS Center” says the section “is still in development”

That is how the “SMS Center” looks while automatic SMS aren’t switched on for your salon: nothing is sent from there yet. The client still sees the confirmation screen in the widget and can add the visit to their calendar. Tell the client about a reschedule or cancellation yourself — the card of every booking has a “Call client” button.

The “Send Notification” switch is greyed out when rescheduling

While it shows “Sending the client an SMS about the new time is coming soon.”, tell the client about the new time yourself. How to move bookings: Rescheduling or archiving a booking.

Related articles

• How a client books online and what they see
• SMS in Bookly: what is sent, the SMS center and packs
• The notification bell: what arrives and turning on sound
• Why unconfirmed bookings are declined automatically
• The SMS code or reminder didn’t arrive (for clients)