Send Booking Confirmations (Email, SMS & WhatsApp)

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Send Booking Confirmations (Email, SMS & WhatsApp)

Booking Confirmation Overview

Booking confirmations keep customers and fieldworkers aligned by sharing key appointment details (service, date/time, location, instructions, and links where applicable). In OctopusPro, you can send booking confirmations manually (Email/SMS/WhatsApp where enabled) and you can also automate confirmations and reminders using Communications automations.

Table of contents

When are booking confirmations sent?

1) Bookings created by an admin user (Admin Portal – web/app)

  • When you create a new booking, OctopusPro can prompt you to send a booking confirmation.
  • You can also send (or resend) a booking confirmation anytime from the booking list or booking view.

2) Bookings created by a fieldworker (Fieldworker app/web, if permitted)

  • If your workflow allows fieldworkers to create bookings, the customer can receive a booking confirmation once the booking is confirmed.
  • Fieldworkers can also message customers from the booking, depending on permissions configured for their role.

3) Bookings created by the customer (Customer Portal)

  • Customers will see a booking confirmation screen at the end of checkout.
  • Customers receive an email booking confirmation and can optionally receive an SMS confirmation (if enabled).
  • Booking reminders can be delivered closer to the appointment time.

Reschedule/cancel links (portal bookings): By default, customers can cancel or reschedule via their portal and via links in confirmation/reminder emails. If you do not want to allow this, disable the portal setting and remove the cancel/reschedule links in your email templates (see Templates).

Before you start

  • Check contact details: The recipient must have a valid email address for email confirmations, and a valid mobile number for SMS/WhatsApp messages.
  • SMS/WhatsApp prerequisites: Ensure your Digital Phone System is set up and your messaging channels are enabled (SMS and WhatsApp if you plan to use WhatsApp).
  • Templates ready: Confirm your Booking Confirmation templates/canned responses are set up for each channel (Email, SMS, WhatsApp).
  • Permissions (fieldworkers): If fieldworkers need to send messages or create bookings, ensure their role/permissions allow it.

Send a booking confirmation manually

You can send booking confirmations to a customer and/or an assigned fieldworker from either: (A) the bookings list, or (B) the booking overview page.

Option A: From the Bookings list

  1. Go to Bookings.
  2. Open your list view (e.g., Upcoming or Past bookings).
  3. Hover over the customer’s name (and/or fieldworker name where available) to display communication icons.
  4. Click the relevant channel icon:
    • Email – to send a booking confirmation email
    • SMS – to send a booking confirmation SMS
    • WhatsApp – to send a WhatsApp booking message (only if enabled)

Email (from list)

  1. Confirm the recipient email address.
  2. Select a suitable canned response (e.g., “Booking Confirmation”) or edit the subject/body.
  3. Add attachments if needed (booking details may already be included/attached depending on your template/workflow).
  4. Click Send.

SMS (from list)

  1. Confirm the recipient mobile number.
  2. Select a suitable canned response (e.g., “Booking Confirmation SMS”).
  3. Edit the message if needed.
  4. Click Send.

Option B: From the booking overview page

  1. Go to Bookings and open the booking.
  2. Click Actions > View booking (or open the booking directly).
  3. In the booking overview, use the communication icons in the relevant section:
    • Customer section – send to the customer
    • Fieldworker / earnings section – send to the assigned fieldworker

Email (from booking overview)

  1. In the Customer section, click the Email icon and select Send Booking confirmation.
  2. (Optional) Select a different template such as a reminder if you’re following up (e.g., next service reminder).
  3. Choose a canned response (optional), then edit subject/body as needed.
  4. Add attachments if required.
  5. Click Send.

SMS (from booking overview)

  1. In the Customer section, click the SMS icon and select Send Booking confirmation.
  2. Choose a canned response (optional), then edit the message as needed.
  3. Click Send.

Send to the assigned fieldworker

  • Email: In the fieldworker section, click Email, select the appropriate booking message/confirmation template, then send.

  • SMS: In the fieldworker section, click SMS, select the appropriate booking message template, then send.
  • WhatsApp: If enabled, use WhatsApp messaging where available and select the relevant booking message template.

Edit Email/SMS/WhatsApp templates & canned responses

To keep confirmations consistent, update your templates and quick replies in: Settings > Communications > Templates & Canned Responses.

What to update

  • Email templates: Subject line, content, branding, attachments, and portal links (including optional cancel/reschedule links).
  • SMS templates: Short, clear confirmations with key details and links (where applicable).
  • WhatsApp templates: If WhatsApp is enabled, create WhatsApp-friendly booking messages using the same placeholders.
  • Placeholders (dynamic fields): Use placeholders to automatically insert customer name, booking details, company details, and more.
Tip: Keep manual messages and automated messages aligned by using the same base templates/canned responses. Test each template by sending a message to yourself before using it in production.

Automate confirmations & reminders

To send confirmations and reminders automatically (Email/SMS/WhatsApp where enabled), enable the relevant automations in: Settings > Communications > Automations.

Common automation examples

  • Booking confirmations: Automatically send confirmations when a booking is created/confirmed (depending on your workflow).
  • Booking reminders: Send reminders a set time before the booking start time.
  • Next service reminders: Re-engage customers when a follow-up service is due.

After enabling an automation, review the linked template (Email/SMS/WhatsApp) and adjust timing/frequency to match your business workflow.

Tips, troubleshooting & audit trail

  • If SMS won’t send: Confirm the customer has a valid mobile number and your Digital Phone System is connected and active.
  • If customers can still reschedule/cancel (portal): Disable portal cancellation/rescheduling and remove links from your confirmation/reminder email templates.
  • Keep messages consistent: Use placeholders so confirmations always include the correct booking details.
  • Audit trail: Use your communication logs (Email/SMS logs and customer communication history) to confirm what was sent, when, and by whom.

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