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Setting up automated SMS and email reminders and messages in Bookem

Automated messages in Bookem help reduce no - shows and late cancellations. They are sent by default via both SMS and email, but you can customise how they're delivered – choose SMS only, email only, or SMS with email as fallback.

What automated messages can be used for

Bookem's automated messages are more than just reminders. You can use them to:

  • Send booking confirmations and reminders

  • Notify clients about booking changes such as reschedules or cancellations

  • Deliver service-related forms like patient intake or consent forms

  • Share video call links

  • Send follow-up reminders or thank - you messages after appointments

This means you can automate much of your client communication, saving time and creating a smoother experience for clients.

Recommended messages

For first-time clients

  • Booking confirmation (sent immediately when the appointment is confirmed)

  • Initial consultation message (include intake form link if you're using Bookem forms)

  • Reminder 1 day before the appointment

  • Reminder 2 hours before the appointment

For repeat clients

  • Booking confirmation (sent immediately)

  • Reminder 1 day before the appointment

  • Reminder 2 hours before the appointment

  • Follow-up reminders based on your own setting

For video calls

  • Send a video call reminder with the link

  • Recommended timing: 1 hour before the booking

How to create or edit automated messages

  1. Go to Settings > Automated messages

  2. Click New reminder at the top of the screen

    - Or choose an existing notification to edit from New notification

  3. Name your reminder so it’s easy to recognise

  4. Set the timing using the drop down (e.g. 1 day before, 2 hours before)

  5. Choose which services, locations and resources this applies to

    - Or use the default “any service at any location with any resource” and use +Add exception to exclude certain ones if necessary

  6. Choose the occurrence type (e.g. any booking)

7. Pick your delivery method:

- SMS with email as fallback

- SMS and email

- SMS only

- Email only

8. (Optional) Set the specific time of day for the message to be sent

9. Compose and save both SMS and email versions of your message

Writing your message

  • No need to include your business address – the booking link already includes it

  • SMSs are limited to 160 characters, or 70 if they include Unicode (e.g. emoji or Chinese characters)

Using variables in your messages

Variables are dynamic placeholders in Bookem messages that auto-fill details like names, times, links, etc.

  • Type # followed by the variable name (e.g. #Start time or #Time zone)

  • Bookem will automatically replace the variable with the correct info

  • Variables are highlighted in purple so you can easily spot them

Learn more