Objective

Ensure your clients are kept informed of important appointment details by configuring notification settings.

Steps

General setup and notification methods

From the navigation menu, click Settings
From Notifications, click Clients
Enter the email address to be used if your organization will BCC all client emails to a centralized address in the BCC Email address field
From general notifications, select how clients will be notified if an appointment is created or updated (Email or Text Messaging)

Appointment notifications

Appointment notifications include Reminder Notifications, Check-in Notifications, Missed Notifications, and Completed Notifications.

Reminder Notifications

To create a notification reminding clients of their upcoming appointments:

From Reminder 1, click Edit
Select whether Email or Text Messaging will be used for this reminder
Select the number and unit of time from the dropdowns
Click Save
For subsequent reminders (Reminder 2 or Reminder 3), select the number and unit of time from the dropdowns
Click Save

Check-In Notifications

To create a check-in notification:

From the navigation menu, click Settings
From Notifications, click Clients
Navigate to Check-In Notifications
Select the notification method (Email or Text Messaging)
Select the number and unit of time from the dropdowns
Click Save

Missed Notifications

Missed appointment notifications are triggered to send to a client when their appointment status is updated to No Show. To customized these notifications:

From the navigation menu, click Settings
From Notifications, click Clients
Navigate to Missed Notifications
Select the notification method (Email or Text Messaging)
Toggle on/off whether a booking link will be provided to clients in the missed appointment notification

Completed Notifications

Completed appointment notifications are triggered to send to a client when their appointment status is updated to Complete. To customized these notifications:

From the navigation menu, click Settings
From Notifications, click Clients
Navigate to Completed Notifications
Select the notification method (Email or Text Messaging)
Select your organization’s desired feedback collection method

Feedback: Coconut method

When using the Coconut feedback method, no further action is required. Clients/members will receive a notification with a link to a feedback page. From here, they can share a 1-5 star rating and optionally provide comments.

Feedback: Coconut method and Google reviews

To use both Coconut feedback gathering and Google reviews, select Use the Coconut method AND Google Reviews. Then, copy the Google Review URL that corresponds to that location in the Google Review URL field. This is found in a location’s settings.

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To use both Coconut and Google Reviews, add the Google Review URL to the corresponding location in each location's settings

NOTE: When opting to use this method, clients/members will first receive a Coconut feedback survey and then an invitation to complete a Google review.

NOTE: Coconut has no way of connecting a google review back to Coconut. There is no integration between Google and Coconut, so there is no "smart" connection and therefore the path is lost. All Coconut does is provide a google link to your business page and the opportunity to provide an additional review. Whether a customer/member does so or not is up to them.

Select this method if your organization uses a third party tool to collect feedback. To use a custom method, select Use a custom method and enter the URL for your external feedback survey. When using this method, clients/members receive a link to direct them to your custom feedback page.

Hot Tip! Customize the feedback to include specific details related to the engagement by adding parameters to the URL. Use the following format to do this:

www.yourfeedbackproviderhere.com/##{{client_id}}?service=##{{service_id}}

Available parameters:

service_id
location_id
staff_id
staff_first_name
staff_last_name
client_id
client_first_name
client_last_name
client_email_address
client_external_id
location_google_place_id

Customize email content in notifications

Configure what details are shared and add messaging to email notifications from Email Content.

From the navigation menu, click Settings
From Notifications, click Clients
Navigate to Email Content
Toggle on/off the available settings, based on the information provided and your organization’s preferences
Enter any extra information your organization wants to share with clients in the Additional Information section; this information displays at the end of email notifications

NOTE: If your organization is providing services in additional languages, click the additional language tab to provide the same information in the additional language
Hot Tip! By default, content included here displays for all services; To provide additional content on a by-service basis:

Click manage area
Navigate to the service you want to apply additional email content to
Click More
Add service-specific content in the Instructions field

Enter a URL in the Custom Booking Redirect URL field (for example the URL to your homepage) if your organization wants to override the default of including a link to the Client View in email notifications