Clientbook automatically sends messages to clients at key moments throughout the appointment lifecycle. This article walks through how to customize those messages so they align with your brand and keep clients informed every step of the way.
Location: Setup > Clients > Appointments
https://dashboard.clientbook.com/Configuration/appointments
Available Message Types
| Message | When It Sends | Default Behavior |
|---|---|---|
| New Appointment | Immediately when an appointment is created | Always active |
| Updated Appointment | Immediately when an appointment is modified | Always active |
| Appointment Reminder | One day before the appointment | Can be toggled on or off |
| No Show | One day after a missed appointment | Can be toggled on or off |
| Cancelled Appointment | Immediately when an appointment is canceled | Can be toggled on or off |
How to Edit a Message
Follow these steps to customize any appointment message.
Go to Setup > Clients > Appointments
Locate the message you want to edit in the Messages section
Click Edit
Update the message text in the editor
Use merge tags to insert dynamic appointment details
Preview the message on the right side of the screen
Click Save to apply your changes
Available Merge Tags
Merge tags automatically pull appointment details into your messages, ensuring accuracy and consistency.
| Merge Tag | What It Inserts | Example |
|---|---|---|
| Client Name | The client’s name | John Smith |
| Store Name | The store location | Downtown Location |
| Associate Name | The assigned associate | Sarah Johnson |
| Appointment Date | The appointment date | December 8, 2025 |
| Appointment Time | The appointment time | 2:30 PM |
| Appointment Link | Booking or rescheduling link | https://clbk.app/... |
Default Message Templates
You can use the templates below as a starting point or customize them to fit your brand voice.
New Appointment
Hello [Client Name], your appointment is confirmed for [Appointment Date] at [Appointment Time] in [Store Name]. [Associate Name] looks forward to welcoming you.
Updated Appointment
Hello [Client Name], your appointment has been updated to [Appointment Date] at [Appointment Time] in [Store Name]. [Associate Name] looks forward to welcoming you.
Appointment Reminder
Just a reminder that your visit is tomorrow on [Appointment Date] at [Appointment Time] in [Store Name]. We look forward to seeing you.
No Show
We missed you at your appointment on [Appointment Date] at [Appointment Time] and would love to see you another time. Schedule a new visit here: [Appointment Link].
Cancelled Appointment
Your appointment on [Appointment Date] at [Appointment Time] has been canceled. If you would like to reschedule, you can do so here: [Appointment Link].
Enabling or Disabling Messages
Some appointment messages include an Active toggle.
Appointment Reminder enables or disables day before reminders
No Show enables or disables follow up messages after missed appointments
Cancelled Appointment enables or disables cancellation confirmations
The New Appointment and Updated Appointment messages are always active and cannot be disabled.
Best Practices
Keep messages short and easy to read
Always include the appointment date, time, and store location
Add the Appointment Link to No Show and Cancelled messages to make rescheduling simple
Adjust the tone to reflect your brand voice
Test your messages by creating a sample appointment