Genbook sends your clients a number of appointment-related emails, automatically, so you don’t have to worry about it. But we still give you the ability to resend some of them, in case the original was discarded. Below we’ll explore the types of automated and manual messages Genbook sends and take you to the relevant instructions for setting up each kind. But first, a quick definition of what we mean in each case:

Automated: These emails are triggered by an action within the system and sent without you having to do anything, so long as you have the right settings in place. 

Manual: These are emails that you trigger by clicking or tapping something within Genbook. The content of the emails is automated (aka: you don’t have to type out these emails), but they're only sent if you take an action.  

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Automated Emails

Appointment confirmations

Appointment reminders

Rescheduled appointment confirmations

Review requests

Cancellation confirmations (client-generated)

Manual Emails

Resend confirmations

Cancellation notifications (business-generated)

Manual review requests

Invitations to book online

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Appointment confirmations

Appointment confirmations are automatically sent via email, within 1 minute of the appointment being created. Confirmations are always sent as long as there is a valid email address on the appointment. Confirmation emails contain the basic details of the appointment:

  • Client name and contact info
  • Your business name and contact info
  • The booked service
  • The time and date of the appointment

Here’s an example of a basic confirmation email: 

In addition, you can customize confirmations with additional messages and attachments. 

If your client didn't receive a confirmation email for an upcoming appointment, you can easily resend it right from the appointment. Jump down to those instructions

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Appointment reminders

Appointment reminders can be sent both via email and text (or just one method). They are sent, automatically, at a certain time prior to the appointment that you specify in your settings. You can read more about enabling those and setting their lead times here. 

Reminder emails look like and contain the same info as confirmations. Reminders are always automated and can’t be manually triggered. How far ahead of appointments they're sent is something you can read more about in our dedicated Appointment Reviews article. 

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Rescheduled appointment emails

When a client reschedules an appointment — either by clicking the "Change" button in their confirmation or reminder email, or via the "Reschedule" option in the Genbook app — they will receive an email confirming their rescheduled appointment time and date.

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Review requests

In order to help you grow your online reputation, and therefore your business, Genbook will automatically send your clients review requests 24 hours after qualifying appointments. That is, their first appointment with you and again following appointments at intervals you set.  

Read more about collecting customer reviews and how to customize your settings in our detailed step-by-step article.

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Cancellation confirmations

When a client cancels an appointment with you, they receive a followup email confirming that they’ve successfully cancelled. 

🤓 Pro tip: If a client thinks they’ve cancelled with you but did not receive a cancellation email, it’s likely they didn’t confirm their cancellation.

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Resend confirmations

Sometimes clients lose or delete their confirmation emails (the struggle for inbox zero is real). So you can resend them — as long as the appointment is in the future.

If you’re accessing Genbook from the full website (www.genbook.com), just click the appointment in your calendar and then click the “Resend confirmation” link below the “Status” dropdown. 

If you’re in the Genbook Manager app for iPhone, tap the appointment, then tap the paper airplane icon and click "Yes" to resend. 

In Genbook Manager for Android, it's even easier. You just tap the "resend" link beside the appointment/confirmation ID. You'll see confirmation that you've resent the email momentarily.

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Cancellation Notification Emails

When you have to cancel a client’s appointment internally, you have the option to send them an email letting them know their appointment has been canceled. 

In the Desktop/full website, you’ll check the box beside "Notify customer by email” and then “Yes” to cancel the appointment.

In the Manager apps, you’ll get a popup that asks you if you’d like to send that email. On Android, the question is whether you want to cancel, and the checkbox lets you send the email (just like in the Desktop/website version of Genbook). 

Business-generated cancellation emails look exactly like the ones clients get when they cancel their bookings themselves. 

🤓 Pro tip: Cancellation emails are only available for future appointments (just like confirmation resends). 

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Manual review requests

You have the option to send a manual review request to each client, once every 30 days, right from their Customers tab profiles. Check out our full instructions on prompting manual review requests in our article on collecting and publishing reviews

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Online booking invitations

Whether you’re just starting up your Genbook account, or you have a new list of clients from an event or promotion that you’d like to urge to book online with you, Genbook makes it easy to send them a preloaded invitation. Read more about those here.

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Have questions or need help? Click that chat bubble to connect with an expert. 😄 

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