In Scheduling, you can send automated emails to clients about their appointments, packages, and subscriptions. The emails are sent from scheduling@acuityscheduling.com.

This guide reviews the notifications you can send how to customize them.

We've merged the Acuity Scheduling Help Center with the Squarespace Help Center. This guide applies to both versions of Scheduling.

Users on any paid plan can customize email notifications. Users on trial plans aren't able to customize these notifications.

Before you begin

HIPAA considerations

If your account is HIPAA enabled, review Squarespace and HIPAA.

Other emails and notifications you can send

Here are some other ways you can communicate with customers and employees:

• Send text message appointment reminders on the Scheduling Growing and Powerhouse plans.
• Send internal appointment notifications and agendas to you and your staff. You can get notified about new, rescheduled, and canceled appointments.
• Send marketing emails with Squarespace Email Campaigns.

Available email notifications

Use the table below to review email notifications you can send to clients.

Email notification	Details
Initial Confirmation	Optional Sent immediately after an appointment is booked Customizable timing
Reminders	Optional Send up to three reminders per appointment at customizable times Are sent at least one hour before an appointment Reminder emails also control text message reminders Clients booking appointments closer than when a reminder is sent have an eight-hour grace period. For example, a client who books at least 16 hours in advance still gets a reminder set to send 24 hours before the appointment.
Cancellation	Optional Sent immediately after an appointment is canceled
Rescheduling	Optional Sent immediately after an appointment is rescheduled
Follow-ups	Optional Send a maximum of six follow-up emails up to one year after an appointment Customizable timing
Package/Gift Certificate Order	Always sent Sent immediately after a client purchases a package or gift certificate
Subscription Paid	Always sent Sent immediately after a client pays for a subscription
Subscription Canceled	Always sent Sent immediately after a subscription is canceled

Customize email templates

All Scheduling emails use templates, which are separate from your site's template and design. Each email type starts with a default template that's ready to use as-is, or you can customize the content and design of the email to match your brand. Consider including extra information your clients might need, such as driving directions or who to call with questions.

Note: Follow-up emails are disabled by default and start with a blank template. If you leave the follow-up email template blank, the follow-up email won't be sent.

To edit an email template:

1. In Scheduling, click Email Settings.
2. In the Email Settings panel, click the type of email you want to edit.
3. If you have multiple emails of the same type, like Reminders or Follow-ups, click the button for the email you want to edit. Learn more about Reminders and Follow-ups below.
4. To edit a subject line, click the Email Subject or Email Subject/Text Message field, and add your new text. You can use a mix of text and tags.
5. To edit the message body, click the text field. Use the editing toolbar to add text, images, buttons, and tags, or change the formatting, font, and colors. Click the <> to edit the HTML.
6. To edit a button's text or link, click the button, then click Edit.
7. To delete a button, highlight the button’s text, then press Delete. To add a new button, click Add Button in the editing toolbar.
8. To reset a customized template, click Use Default Template in the bottom-right corner, then click OK. This permanently deletes the customized template.
9. Click Save Template to save your changes.

Keep in mind:

• Email templates don’t support CSS.
• Email templates don’t support attachments. This helps keep your emails from being marked as spam. Instead, add the content to a page on your site and link to it.
• Email templates can't be renamed, but the names are for internal use only, and clients aren't shown the template names.

Customize templates by appointment type

You may want the email notification to look different depending on the appointment type. To customize a template for an appointment type, add a new template to the email.

Note: Package/Gift Certificate Orders, Subscription Paid, and Subscription Emailed notifications only use one template and can't be linked to an appointment type.

To assign a template to an appointment type:

1. In Scheduling, click Email Settings.
2. If you have multiple emails of the same type set up (like reminders or follow-ups) click the button for the email you want to edit.
3. Click Add New Template.
4. Select the appointment types that should use it.
5. Click Save New Template.
6. The new template will appear below the original template. Click the template name to edit it.

To change which appointment types use a template:

1. Click the name of the appointment type in the template.
2. Drag it to a different template.

To delete a template:

1. Remove all appointment types from the template group.
2. Click Remove this template.

Reminders

You can send reminder emails to remind clients about an upcoming appointment.

On the Reminders page, each reminder email is represented by a button at the top of the page. Each button has a label showing when that email is sent.

Reminder 1 is the button that appears all the way on the left. Reminder 1 also controls text notifications, if you have them enabled.

You can send clients up to three reminder emails prior to an appointment. To add or edit a reminder email:

1. In Scheduling, click Email Settings.
2. Click Reminders.
3. To edit an existing reminder email, click the reminder email's button, then edit the template that appears below. To add a new follow-up email, click Add Extra Email Reminder.
4. Follow the steps above for editing an email template.

To stop an email from sending, remove it:

1. In Scheduling, click Email Settings, then click Reminders.
2. Click a button to open a reminder, then click Disable This Reminder.
3. Click OK to confirm.

To prevent all reminder emails from sending, delete all but one of the reminder emails, and assign the last reminder email to Inactive Types. At least one reminder email is required to stay in our system, but by setting it to Inactive, you'll stop it from sending.

To change when a reminder email is sent:

1. In Scheduling, click Email Settings, then click Reminders.
2. Click a button to open a reminder.
3. Edit the Send This Reminder field, then click Save Settings.

Follow-ups

You can send emails after appointments to thank them, ask for feedback, or offer discounts for future appointments.

On the Emerging plan, you can send one follow-up email per appointment. On the Growing or Powerhouse plans, you can send up to six follow-up emails per appointment.

On the Follow-ups page, each email is represented by a button at the top of the page. Each button has a label showing when that email is sent. Follow-up 1 is the button that appears all the way on the left.

To add or edit a follow-up email:

1. In Scheduling, click Email Settings.
2. Click Follow-ups.
3. To edit an existing follow-up email, click the follow-up email's button, then edit the template that appears below. To add a new follow-up email, click Add a Follow-up.
4. Follow the steps above for editing an email template.

To stop sending a follow-up email, remove it:

1. In Scheduling, click Email Settings.
2. Click Follow-ups.
3. Click the existing email's button.
4. Click Disable This Follow-up, then click OK.

To change when a follow-up email is sent:

1. In Scheduling, click Email Settings.
2. Click Follow-ups.
3. Click the existing email's button.
4. Edit the Send this follow-up field. To send intervals less than a day, use decimal points. The minimum interval is 0.01 days, or about 14 minutes.
5. Click Save Settings.

To only send follow-up emails to clients who haven't booked another appointment:

1. In Scheduling, click Email Settings.
2. Click Follow-ups.
3. Select Only send follow-up if the client doesn't have any upcoming appointments. This setting applies to all follow-up emails.

Send Scheduling clients a survey

You can use Scheduling’s automated follow-up emails to send clients a survey. ​​It’s not possible to have Scheduling prompt clients to fill out forms after an appointment, but you can use your follow-up email to send clients to a survey you’ve created in another service, such as Google Forms or Wufoo. To do so, add a link to your survey to your follow-up email template.

Customize with tags

When editing an email template or text message, you can add tags to pull in appointment information like a client's name, the appointment date, appointment type description, and intake form responses. You can enter tags manually, or click Insert Field and choose a tag from the list.

• Tags require a percentage sign on either side of the tag name, like %first%.
• Tags with href display the full URL of a link, rather than linked text.

Use any of these tags to pull information into your email:

Tag Name	Field Description
%first%	Client’s first name
%last%	Client's last name
%phone%	Client's phone number
%email%	Client's email address
%type%	Appointment type
%calendar%	Calendar name. This is useful if your account has multiple calendars.
%duration%	Appointment duration
%time%	Appointment date and time
%oldtime%	Original date and time of a rescheduled appointment
%date%	Appointment date without time
%price%	Appointment price
%total%	Total appointment price including any add-ons
%calendardescription%	Calendar description
%typedescription%	Appointment type description
%typeconfirmationmessage%	Appointment type confirmation message
%typecategory%	Appointment type category
%viewlink% / %viewhref%	Change/Cancel Appointment link / URL. Clients can reschedule, cancel, and review or edit intake form answers.
%tz%	Appointment time zone
%export% / %exporthref%	Calendar invite link / URL for iCal and Outlook
%googlehref%	Calendar invite URL for Google Calendar
%paylink% / %payhref%	Pay for Appointment link / URL
%formslink% / %formshref%	Edit Forms link / URL. Clients can edit intake forms after booking.
%certificate% / %certificatehref%	Print Certificate link / URL for gift certificate purchases
%product%	Name of the package, gift certificate, and subscription purchased
%code%	Code for package, gift certificate, or subscription purchased, including a link to redeem it
%rawcode%	Code for package, gift certificate, or subscription purchased, without a link to redeem it
%expiration%	Expiration date of package or gift certificate purchased
%nextappointment%	Client's next scheduled appointment
%appointmentID%	Unique appointment identifier number
%location%	Appointment location

Who gets replies

Client replies are sent to the site owner by default. You can customize this for each calendar.

To change who receives client replies to appointment notifications:

1. In Scheduling, click Availability.
2. Find the calendar you want to customize, then click Calendar settings.
3. Change the email address in the Send replies to field.
4. Click Save Changes.

Stop sending emails for specific appointment types

To stop sending an email notification for a specific appointment type:

1. In Scheduling, click Email Settings.
2. Click the type of email you want to stop sending.
3. Click and drag the name of the appointment type into the Inactive Types box.

Notes:

• Disabling an email notification for clients will disable the equivalent notification for you and your staff. If you disable the reminder email that generates text message reminders, the reminder will also be disabled.
• If you disable all the appointment types that use a customized email template, Scheduling will delete the customized template. If you want to save it for later, copy the template content to another application and save it there.

Send email notifications to multiple recipients

To send email notifications for an appointment to more than one address, edit the appointment details so the email field includes multiple email addresses separated by commas. Scheduling will then send notifications to all the listed email addresses.

Check if clients received email notifications

To view the messages sent for an appointment, click the appointment to open appointment details, then click View all changes & notifications sent. The changelog shows all sent email and text messages for the appointment.

Resend confirmation emails

You can resend the initial confirmation email to your client for their upcoming appointment. It's not possible to resend confirmation emails for past appointments or to resend other types of emails, like reminders.

To resend confirmation emails:

1. In Scheduling, go to your appointment calendar and click the appointment.
2. Click , then click Resend confirmation email.

Ask clients to add Scheduling to their safe sender list

If your client expected a Scheduling email notification, but didn’t receive it, start by asking them to check their spam or junk mail folder for the missing email. If Scheduling emails are getting caught in a spam filter, ask the client to add scheduling@acuityscheduling.com and scheduling@squarespacescheduling.com to the safe senders list.

If a spam filter isn’t catching the missing Scheduling notifications, ask the ISP or hosting provider that’s receiving the emails to add Scheduling’s email addresses and IP addresses to a trusted sender list. The hosting provider can add the email addresses above or our mailserver IP addresses:

• 149.72.52.197
• 149.72.90.69
• 149.72.227.216
• 149.72.242.200
• 168.245.51.104
• 198.37.159.6

More troubleshooting

If clients aren't receiving your email notifications, it could be related to these issues:

• Unsubscribed addresses - If a client clicked Unsubscribe at the bottom of a Scheduling email notification, Scheduling won't send them any more notifications. It's not possible to resubscribe for them, but if they open any email from Scheduling and click Unsubscribe again, Scheduling will prompt them to resubscribe.
• Spam reports - If the client marks your message as spam, Scheduling won't send them any more notifications. If the client did this accidentally, contact Customer Support so we can remove the email address from the blocked list.
• Disabled notifications - Check that you haven't disabled notifications for the appointment type in question.
• Scheduling user chose not to send - When Scheduling users schedule, reschedule, or cancel an appointment, they can opt to skip the automated notification to the client. Scheduling records the decision not to send the notification in the appointment changelog.