Sending a reminder before a booking or a feedback email after it

A booking email goes out automatically around each booking that comes in through your booking integration: a reminder before the visit, or a thank-you that asks how it went afterwards. You set it up once, and every booking that fits gets it at the moment you picked.

You find booking emails under Settings → Bookings: click the gear icon at the top right of the dashboard, then Bookings under Functionalities. Only admins see it, and only while the Bookings feature is on under Settings → General → Features. You can also ask Leat AI to set one up for you.

Adding a booking email

On Settings → Bookings, click Add booking email. That opens New booking email, a setup in 3 steps: Email, Timing and Bookings. Nothing is created until you click Create booking email on the last step.

Email

Pick what you want to send:

Reminder: reminds contacts of their booking, with the date, time, and place. It always goes out before the booking.
Feedback: thanks contacts for their visit and asks how it went. It always goes out after the booking.

Both start from a ready-made email, and the step shows its subject. You change its text, images, and colors in the editor once it's created. The booking email is named after what you picked; use Rename on its page to change that.

Timing

A reminder goes out in one of 2 ways:

Days before: 1 to 365 days before the day the booking starts, at a time of day. For the same day, use hours before.
Hours before: 1 to 24 hours before the start time of each booking.

A feedback email goes out 0 to 365 days after the booking ends, at a time of day. 0 means the same day.

The time of day is a whole hour from 04:00 to 23:00, in the time zone of the booking's business profile. A new booking email starts at 1 day before the booking, or 1 day after it for feedback, at 10:00, and hours before starts at 3 hours. Under the fields, an example shows when the email would go out for a booking on the coming Saturday evening, so you can check the timing before you go on.

Bookings

Under Activity, pick one activity, or keep All activities to send it for every booking.

Which bookings get it also depends on the kind of email:

A reminder only goes to confirmed bookings.
A feedback email goes to every booking, unless it was cancelled, rejected, or a no-show.

The step ends with a summary of what you're creating. Click Create booking email to create it and open its page.

Checking and activating it

A new booking email starts inactive, so nothing goes out before you've seen the email. Its page says Not active yet. Check the email, then activate it.

Click Edit design to change the email in the editor. Send yourself a test from there.
Click Activate at the top of the page.

When you activate it, bookings you already have get it too, as long as their send moment is still ahead. A booking made after its send moment doesn't get the email. For example, a reminder 2 days before won't reach a booking made the day before.

Deactivate stops it again. Emails still waiting to go out are then skipped.

Following what it sends

On Settings → Bookings, your booking emails are grouped under Before the booking and After the booking, in the order they go out, each with how many emails were sent and how many are scheduled. Click one to open its page.

The page's Overview shows how many emails were Sent, how many are Scheduled with the next one, and how many were Skipped.

Under Sends, each booking is listed once, with when its email goes out or went out. Each booking gets the email once. Click a row to open the booking, or the email address in it to open the contact. The Skipped tab gives the reason for every booking that didn't get it:

The booking is for another activity
The booking isn't confirmed
The booking was cancelled, rejected, or a no-show
The booking has a status we don't recognize
The booking has no start time
The send moment falls during the booking
The booking was made after the send moment
The booking email was inactive
The account was inactive
The email no longer exists
The email couldn't be sent as it is
The booking has no contact
The contact is anonymous
The contact has no email address
The contact has a placeholder email address
The contact unsubscribed from booking emails
Sending failed

The booking and the contact are checked again at the moment the email is due. A booking that's cancelled after its reminder was scheduled doesn't get the reminder.

Changing, copying and deleting

On the booking email's page, Edit details under Settings changes when it goes out and for which activity. A reminder stays before the booking and a feedback email stays after it: to switch sides, add a new booking email.

Duplicate makes a copy with its own copy of the email, named after the original with "(copy)", so you can change its design without touching the original. On Settings → Bookings it's in the options menu of each booking email, and the copy appears in the list; on a booking email's page, the options menu at the top opens the copy. The copy starts inactive, so a booking doesn't get the same email twice.

Booking emails set up before each one got its own email can share one. Their page then says how many other booking emails send the same design, and a change to the design shows up in all of them.

Delete booking email, under Danger zone, removes it. Emails it still has to send won't go out.