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Managing Email Notifications

Learn how to configure, customize, and troubleshoot customer and staff email notifications, including templates, statuses, service-specific emails, and common delivery issues.

Sabrina Herrera avatar
Written by Sabrina Herrera
Updated in the last 15 minutes

📝 Overview

Email notifications sent from your account can include custom content for both Customers and Staff Members. This article explains the types of notifications available and how Headquarter or Location Administrators can configure, edit, and customize them to match your business needs.

📧 Types of Email Notifications

The system supports two types of notifications, Customer and Staff Member Notifications, ensuring all individuals associated with an Appointment stay informed.

👤 Customer Notifications

You can configure the system to automatically send emails based on Customer actions or updates initiated by Staff Members.

Click here to learn more about Customer Notifications

  1. Click Settings > Notifications > Emails.

  2. Select the Email Notification you'd like to view/modify.

Appointment Cancellation Email

Click here to learn more about Appointment Cancellation Emails

Sent when a Customer cancels an Appointment via the Customer View or when a Staff Member cancels it in Site Administration.

Appointment Change Email

Click here to learn more about Appointment Change Emails

Sent when an Appointment is changed. Staff can choose whether or not to send this notification.

Appointment Completion Email

Click here to learn more about Appointment Completion Emails

Sent when an Appointment status is set to Complete. This status may be renamed in your account.

Appointment Confirmation Email

Click here to learn more about Appointment Confirmation Emails

Sent when a Customer schedules an Appointment or when a Staff Member creates one for them through Site Administration.

Appointment Confirmed Email

Click here to learn more about Appointment Confirmed Emails

Sent when an Appointment status is changed to Confirmed. This status may be renamed in your account.

💡 Pro Tip: If Staff Members set Appointments to "Confirmed" during scheduling, you may want this email to match the Appointment Confirmation Email so all Customers receive consistent messaging.

Appointment No Show Email

Click here to learn more about Appointment No Show Emails

Sent when an Appointment status changes to No Show.

Appointment Reminder Email

Click here to learn more about Appointment Reminder Emails

Sent before an Appointment based on the number of days you configure.

Gift Certificate Recipient Email

Click here to learn more about Gift Certificate Recipient Emails

Sent to the recipient when a gift certificate is purchased. Requires the Gift Certificates plugin.

Gift Certificate Sender Email

Click here to learn more about Gift Certificate Sender Emails

Sent to the sender confirming their gift certificate purchase.

Registration Confirmation Email

Click here to learn more about Registration Confirmation Emails

Sent after a Customer profile is created.

💡 Pro Tip: To disable this email when Staff create Customers, set Preference #1 in the Customers section to “no."

Repeat Customers Reminder Email

Click here to learn more about Repeat Customers Reminder Emails

Sent to Customers who have not scheduled in a configurable number of days. Requires the Repeat Customer Reminders plugin.

Waiting List Confirmation Email

Click here to learn more about Waiting List Confirmation Emails

Sent when a Customer adds themselves to the waiting list via Customer View.

User‑Defined Email

Click here to learn more about User-Defined Emails

You may configure up to 10 custom statuses and assign emails to send automatically when those statuses are applied. To send a custom email notification based on a custom appointment status, you’ll complete two main steps:

Create a Custom Appointment Status.

  1. Click the Lists tab.

  2. Click Appointment Status Types.

  3. Click Add New Appointment Status Type.

  4. Enter the Description and choose a color.

  5. Click Save.

Set up a User-Defined Email Notification and link it to that status.

  1. Click Settings > Notifications > Email.

  2. Locate an inactive User-Defined Email.

  3. Click the User-Defined Email to edit it.

  4. Set Send when appointment status is changed to: to your newly created custom status.

  5. Write your email content in the message editor.

  6. Set the status of this email to Active.

  7. Click Update.

💼 Staff Member Notifications

Notifications can be configured for Staff Members or business operations the system to automatically send emails based on

Click here to learn more Staff Member Notifications

  1. Click Settings > Notifications > Emails.

  2. Select the Email Notification you'd like to view/modify.

Appointment Notification Email

Click here to learn more about Appointment Notification Emails

Sent when an Appointment is scheduled by a Customer or Staff Member. Also sent when a Staff Member is added to an existing Appointment.

Cancellation Notification Email

Click here to learn more about Cancellation Notification Emails

Sent when a Customer or Staff Member cancels an Appointment.

Change Notification Email

Click here to learn more about Change Notification Emails

Sent when an Appointment is changed.

No‑Show Notification Email

Click here to learn more about No-Show Notification Emails

Sent when an Appointment status is set to No Show.

Gift Certificate Notification Email

Click here to learn more about Gift Certificate Notification Emails

Sent to the Staff Member associated with the gift certificate and/or to a specified email address when a gift certificate is created or updated and set to resend notification via Site Administration.

Registration Notification Email

Click here to learn more about Registration Notification Emails

Sent after a profile is created in Customer View.

Waiting List Notification Email

Click here to learn more about Waiting List Notification Emails

Sent when a Customer adds themselves to the waiting list.

Package Purchase Notification

Click here to learn more about Package Purchase Notification Emails

Sent when a package is purchased. Requires the Packages feature.

✏️ Editing Email Notification Templates

The system provides a default template for all notifications, which you can modify or replace with fully customized content.

📂 How to Access Templates

Learn where to locate and open any email notification template for editing.

Click here to learn more about How to Access Templates

  1. Click Settings > Notifications > Emails.

  2. Click the Email Notification Type you want to edit.

🔄 Setting the Notification Status

Understand how to activate or deactivate a notification so it sends or stops sending when triggered.

Click here to learn more about Notification Statuses

At the top of each template page, set the notification to Active or Inactive.

Active: The email will send when triggered.

Inactive: The email will not send under any circumstances.

Optional: Update all Email Notification templates statuses.

📨 Set the Email Sending Details

Configure the sender information, reply-to address, and subject line used for each notification.

Click here to learn more about Sending Details

Configure the following fields:

From Name

Reply‑To Address (required)

BCC Recipient(s) (optional)

Subject Line

Each Staff Member notification can be configured to send to:

  • The staff member associated with the appointment, a designated email address, or both.

📑 Pre‑Defined Email Templates

Choose from built-in template designs to quickly format your email notifications.

Customers

Click here to learn more about Customer Pre-Defined Email Templates

You can choose from several layout options, Preview or Use any template. Selecting one replaces your current layout.

Company Centered

Company Left

Blue Headers

Conversational

Short

Staff Members

Click here to learn more about Staff Pre-Defined Email Templates

You can choose from several layout options, Preview or Use any template. Selecting one replaces your current layout.

Header Centered

Header Left

Blue Headers

🧩 Inserting Appointment Details

Add dynamic appointment, customer, staff, or service information using merge fields.

Click here to learn more about Inserting Appointment Details

To insert data:

  1. Place your cursor where data should appear.

  2. Select the appropriate dropdown.

  3. Click the data item.

Use the Appointment Data Lists to insert merge fields such as:

  • Appointment Details

  • Staff Member Details

  • Service Details

  • Location Details

  • Customer Details

  • Room Details (if applicable)

Two types of data are available:

Individual Fields

🧠 Example:

Data Blocks (bundled, non‑editable groups)

🧠 Example:

🖊️ Editor Toolbar Overview

Explore the formatting tools available to customize your email content’s style and layout.

Click here to learn more about Editor Toolbar Overview

Includes tools for:

  • Formatting (bold, italic, underline, strikethrough)

  • Cut/Copy/Paste (use Paste as Text to avoid hidden formatting)

  • Heading levels

  • Font style adjustments

  • Subscript/superscript

  • Alignment options

  • Bulleted/numbered lists

  • Indents

  • Block quotes

  • Links

  • Images (must be hosted online)

  • Find and Replace

  • Tables

  • Clear Formatting

  • Special characters & emojis

  • Media embeds

  • Invisible characters

  • Non‑breaking spaces

🔧 Service-Specific Email Notifications

Service-specific Email Notifications allow administrators to customize outgoing email content according to the Service scheduled in an Appointment, ensuring Customers and Staff Members receive messaging tailored to that Service. These notifications are available for all Notification types impacted by Services; supported and unsupported types are listed below.

💡 Pro Tip: It is recommended to use the name or keywords of the Service(s) this template will apply to.

How to Create a Service-Specific Email Notification

Below we will review step-by-step instructions on how to create, edit and delete Service-Specific templates.

Click here to learn more about Creating Service-Specific Email Notifications

  1. Click Settings tab > Notifications > Email.

  2. Click on desired supported Email Notification Template.

  3. Click Add Additional Email Template.

  4. Enter the name or description of your template.

  5. Select one or multiple Services. The template will apply when an Appointment including these Services triggers the notification.

  6. Edit the From, Reply-to, Bcc and Subject if needed.

  7. Click Add.

  8. The new template will appear on the left hand side of the Appointment Confirmation Notification template.

Inactive vs. Active Templates

Each service-specific template includes a status setting: Active & Inactive. Active templates send emails whenever their associated Appointment and Service trigger the notification, while inactive templates prevent emails from sending.

⚠️ Please note: If a Service-specific template is inactive, the default template will also not send for Appointments using that Service, and if the default template is inactive as well, no emails will send for that notification type.

Supported & Unsupported Notification Types

Use this list to confirm which Email Notification templates can include Service-specific templates. Supported types can have customized Service-based emails, while unsupported types cannot be modified with Service-specific variations.

Click here to learn more about Supported/Unsupported Emails

Supported Notification Types

  • Appointment Cancellation

  • Appointment Change

  • Appointment Completion

  • Appointment Confirmed

  • Appointment Confirmation

  • Appointment No Show

  • Appointment Reminder

  • User Defined

Not Supported

  • Package Purchase

  • Gift Certificate Sender / Recipient

  • Repeat Customer Reminder

  • Registration Confirmation

  • Waiting List Confirmation

Deleting a Service-Specific Email Template

Below we will review the steps to be taken in order to delete a template that is no longer needed.

Click here to learn more about Deleting a Service-Specific Template

  1. Click Settings tab > Notifications > Email.

  2. Click on Email Notification Type that the template resides under.

  3. Click on desired Service-Specific Email template to delete.

  4. Scroll to the bottom of the page and click Delete.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.

Click the arrow to view frequently asked questions

Why are Customers not receiving email notifications?

Click the arrow to see the answer

If email notifications are not being received, review the most common causes and how to resolve them.

Email Suppression

A suppression may have been placed on your email address due to unsubscribing to an email, marking the email notification as spam, hard bounces, etc. To resolve this issue: Please email emailsuppressionreversal@appointmentplus.com or reach out to our Support Team so we may remove this suppression.

Check Email Preferences

When scheduling appointments for customers in Site Administration, emails are only sent if the above Preference checkboxes are selected.

  1. Click Settings tab > Emails Preferences.

  2. Modify Preferences #1 – #7.

  3. Click Update.

Missing “Reply To” Email Address

For customer notifications, a Reply To email address is required.

  1. Click the email notification in question.

  2. Confirm the Reply To field contains a valid email address. If no Reply To address is present, customer notifications will not be sent.

Notification Is Inactive

  1. Settings tab > Notifications > Emails.

  2. Locate the notification in question.

  3. Check its Status:

    • Active - notification will be sent.

    • Inactive - notification will not be sent.

  4. To edit:

    • Click the name of the notification.

    • Select Active.

    • Click Update.

Email Address Not Set or Incorrect

Depending on which recipient is not receiving emails, verify their email address in the appropriate place. All active appointment notifications for that customer will be sent to this address.

  1. Click Customers tab > Search and select Customer

  2. Confirm the email address is correct.

Why are Staff Members not receiving email notifications?

Click the arrow to see the answer

If email notifications are not being received, review the most common causes and how to resolve them.

Email Suppression

A suppression may have been placed on your email address due to unsubscribing to an email, marking the email notification as spam, hard bounces, etc. To resolve this issue: Please email emailsuppressionreversal@appointmentplus.com or reach out to our Support Team so we may remove this suppression.

Check Email Preferences

When scheduling appointments for customers in Site Administration, emails are only sent if the above Preference checkboxes are selected.

  1. Click Settings tab > Emails Preferences.

  2. Modify Preferences #1 – #7.

  3. Click Update.

Email Address Not Set or Incorrect

  1. Click Settings tab > Notifications > Emails.

  2. Select a staff notification in question.

  3. Check the Designated Email Address section.

Spam or Junk Filtering

If notifications appear to be sending but are not arriving in the inbox:

  • Check the Spam or Junk folder in the email client.

  • Mark any valid notification emails as “Not Spam” or move them to the inbox.

  • If necessary, contact your email provider to review any spam filtering rules that may be blocking or filtering these messages.

How do I set and style the header of my message?

Click the arrow to see the answer

You may insert your Location name or upload a hosted logo image and adjust formatting as desired.

Can I send an email using a custom Appointment Status Type?

Click the arrow to see the answer

Yes, you may locate the steps to create 1 of 10 User-Defined Email Notifications within the Editing Email Notifications Templates section of this article.

How do I paste content from Word or another editor?

Click the arrow to see the answer

Always use Paste as Text to prevent hidden formatting issues.

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