Why wasn't an email or SMS confirmation sent?

Whether an email or SMS is sent depends on several settings that build on each other. If a message doesn't arrive, the cause is almost always one of these settings. We recommend going through the following points in order.

HOW INHERITANCE WORKS

Email and SMS templates are set up on three levels:

1. The template itself
This is where you define whether the template is active, who receives the message, which event triggers it, when it's sent, and what it says.

2. The organization's default settings
In "Default settings", on the "Email templates" and "SMS templates" tabs, you switch on the templates that apply to all appointment templates.

3. The appointment template
In each appointment template, the "Email templates" and "SMS templates" tabs define where the selection comes from:
- "Default setting": The appointment template uses the selection from the organization's default settings.
- "Custom setting": The appointment template uses its own selection. Changes to the default settings no longer affect this appointment template.

Important: Email templates and SMS templates are set up separately. For example, an appointment template can use "Custom setting" for email templates and "Default setting" for SMS templates.

CHECKLIST

1. Is the template activated?
Open the template and check on the "General" tab that "Activate template" is checked. A deactivated template is never sent, even if all other settings are correct.

2. Is the template switched on in the default settings?
Open "Default settings" and then the "Email templates" or "SMS templates" tab. The switch next to the template must be on (green).

3. Which source does the appointment template use?
Open the appointment template in question and then the "Email templates" or "SMS templates" tab.
- If the source for email templates or SMS templates is set to "Default setting", the selection from point 2 applies.
- If it's set to "Custom setting", check the switches directly in the appointment template. If the template is switched off here, it isn't sent for this appointment template, even if it's active in the default settings.

Common cause: The source was changed to "Custom setting", but the templates weren't switched on there or were switched off by mistake. If an appointment template doesn't need its own selection, set the source back to "Default setting".

4. Is the right event set?
Each template belongs to an event, for example "Appointment booking", "Appointment rescheduling", "Appointment cancellation", or appointment start (for reminders). In the template list, the event is shown as a chip below the template name.
- A booking confirmation needs the "Appointment booking" event.
- A template with "Appointment cancellation" is only sent when an appointment is canceled.
- When an appointment is rescheduled, templates with "Appointment booking" aren't sent. For this, you need an active template with the "Appointment rescheduling" event.

5. Are recipients defined?
On the "General" tab, in the "Recipients" section, check that at least one recipient is selected:
- "Send to customer"
- "Send to additional customers (if any were added to the booking)"
- "Send to organization" (email templates only)
- "Send to employee"
- or an email address or mobile number under "Additional recipients"
If no recipient is selected, the message isn't sent.

Make sure the recipients match the template: a confirmation for customers needs "Send to customer", a notification for employees needs "Send to employee".

Also check that the customer or employee has a valid email address or mobile number saved. SMS can only be sent to a mobile number.

6. Is the send time correct?
In the "Send time" section, use the slider to set when the message is sent relative to the event:
- 0 = immediately when the event happens (standard for confirmations)
- negative value, e.g. "-24 hours" = 24 hours before the event
- positive value, e.g. "3 days" = 3 days after the event
If the slider was moved for a confirmation, the message is sent later instead of immediately.

SMS templates also have the option "Don't send between 20:00 and 08:00". If it's active, an SMS due during this period is only sent from 08:00 onward.

7. Are the content and text modules correct?
Open the "Email content" or "SMS content" tab.
- "Subject" (email only) and "Content" or "Text" are required fields.
- Text modules must be written exactly: in square brackets, in capital letters, without spaces, e.g. [APPOINTMENT_PUBLIC_NAME]. It's best to insert text modules with the "+ Text module" button instead of typing them.

- SMS texts can be up to 900 characters long.
- If you've added translations using the globe icon, check them as well.

8. Other things to check
- Emails: Ask the recipients to also check their spam or junk folder.
- SMS: Check that you have enough SMS contingent (Packages).

If the message still wasn't sent, please contact our support team. Include the appointment in question (date, time, appointment template) and the name of the template that should have been sent.