How to Set Up Appointment Confirmations and Reminders

    CategoryCalendars and Bookings
    Article typeDocumentation
    Estimated reading time 6 min read
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Appointment confirmations notify customers and team members when a booking is made. Reminders are follow-up messages sent before the appointment. Both can be configured through your calendar settings or via workflow automation, depending on your account configuration.

    Who this article is for

    This article is for business owners, administrators, and team members responsible for managing appointment communication and reducing no-shows.

    Overview

    Confirmation and reminder messages reduce no-shows and help customers prepare for their appointments. GEVADE CRM supports automated confirmations sent immediately after booking and reminder messages sent at configured intervals before the appointment. This guide explains how to configure both, covering calendar-level notification settings and workflow-based reminders where available. Message delivery is not guaranteed and may vary based on channel setup, customer opt-out status, and account configuration.

    Before you begin

    • Confirm your phone number and email sending domain are set up correctly before configuring SMS or email notifications.
    • Decide whether to use calendar-level notifications or workflow-based reminders, depending on your account configuration.
    • Prepare the confirmation and reminder message content before configuring notifications.
    • Test confirmations and reminders with a test booking before relying on them for live appointments.

    Step 1: Open the calendar notification settings

    Navigate to Calendars and open the settings for the relevant calendar. Locate the Notifications or Confirmations section. Here you can configure who receives notifications and what triggers each notification. Options and layout may vary depending on your account configuration.

    Step 2: Configure the booking confirmation

    Set up the confirmation message that is sent to the customer immediately after they complete a booking. This message should confirm the appointment date, time, location or meeting link, and any next steps. Confirmations can typically be sent via email or SMS where the relevant channel is configured in your account. Delivery is not guaranteed and depends on channel setup and customer contact details.

    Step 3: Configure the internal notification

    Add an internal notification that alerts the relevant team member or inbox when a new booking is made. This can be a system notification or an email or SMS depending on your notification settings. Internal notifications help ensure no booking is missed.

    Step 4: Configure reminder messages

    Reminders are messages sent before the appointment to reduce no-shows. Simple reminders can be configured in the calendar settings for supported channels. For more advanced reminder sequences, such as multiple reminders at different time intervals or personalised messages, using a workflow automation is recommended where available in your account.

    Step 5: Set up workflow-based reminders where available

    Navigate to Workflow Automation and create a new workflow using the Appointment Booked trigger where available. Add Wait steps to delay the reminder message, then add Send Email or Send SMS actions with your reminder content. Workflow-based reminders give you more control over timing, content, and channel selection. This option may vary by account configuration.

    Step 6: Configure cancellation and rescheduling notifications

    Where available, set up notifications for appointment cancellations and rescheduling. These ensure both the customer and your team are informed when an appointment is changed. Availability of these notifications may depend on your account configuration.

    Step 7: Test all notification flows

    Complete a test booking using a test contact to confirm the confirmation message is sent and received. If reminders are configured via workflow, verify the workflow is published and the trigger is active. Check the inbox and email to confirm message delivery. Do not rely on these notifications for live bookings until testing is complete.

    Configuration note

    Reminder and confirmation message delivery depends on your phone number and email sending domain configuration, customer opt-out status, sending limits, and account configuration. Messages will not send if the customer is marked as Do Not Disturb or has opted out of the relevant channel. We do not guarantee delivery of confirmation or reminder messages. Always test your notification flows before going live.

    Important clarification

    A common mistake is configuring reminders inside the calendar settings only, without testing that they actually send. Calendar-level notification options may be limited compared to workflow-based reminders. Using a workflow gives you more control over timing and channel but requires an active published workflow. If the workflow is left in draft, reminders will not send.

    Resolution guidance

    Customers are not receiving confirmation emails

    Check that your email sending domain is verified and that the customer's email address is correct. Confirm the customer is not marked as DND or opted out of email. Review your notification settings to ensure the confirmation is mapped to the correct event and recipient. Contact support if this option is not visible.

    SMS reminders are not sending

    Verify your SMS sending number is configured correctly and has sufficient account balance. Confirm the customer has a valid phone number and has not opted out of SMS. If using a workflow, confirm the workflow is published and the trigger is active.

    Reminders are sending at the wrong time

    Check the timezone setting in your business profile and the Wait step configuration in your workflow. Timing of reminders depends on the appointment time, timezone setting, and Wait step duration. Contact support if timing behaviour does not match your expected configuration.

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