# Set up email and SMS appointment notification sets

## Before you start

Make sure clients can receive automated messages:

* Clients have a valid mobile number and email.
* You have SMS credits available: **Settings** → **SMS Credits**. 
* **Note:** SMS is sent to the client’s **primary** phone number, and it must be a mobile number.

***

## How notification sets work

The **default appointment notification set** is used for any service that does not have a specific set assigned. 

Create **custom sets** when a service needs different wording or reminder timing.
 

Each set includes templates for:

* **Client booked** notifications (SMS, Email)
* **Event rescheduled** notifications (SMS, Email)
* **Event canceled** notifications (SMS, Email)
* **Client canceled** notifications (SMS, Email)
* **Reminders** before the appointment (SMS, Email; one or more)

Each message type has:

* An **Enabled** toggle
  * When off, the tile shows **Disabled** and Caspen will **not send** that specific SMS or email for that notification type.
* A content editor with placeholders for **Client**, **Appointment**, **Location**, **Practitioner**, and **Service** details

> **Tip:** In the set editor, templates are grouped into sections (for example, **Client booked** and **Event canceled**). Select the **SMS notification** or **Email notification** tile in the section you want to update.

***

## Triggers at a glance

| Message type      | What it is                                             | When it sends                                                              |
| ----------------- | ------------------------------------------------------ | -------------------------------------------------------------------------- |
| Client booked     | Sends the booking confirmation message.                | When an appointment is booked online or created in the calendar.           |
| Event rescheduled | Notifies the client that the date or time has changed. | When an appointment is rescheduled.                                        |
| Event canceled    | Notifies the client that the appointment was canceled. | When an appointment is canceled.                                           |
| Client canceled   | Notifies the client that their booking was canceled.   | When a client cancels their booking.                                       |
| Reminders         | Reminds the client before the appointment.             | At the reminder intervals you set, relative to the appointment start time. |

> **Reminders:** 
>
> Sent only if the reminder window still applies. Appointments created close to the start time may skip earlier reminders. 
>
> **Example:** If you have a 24 hour reminder and a 2 hour reminder, and you book at 1:30 pm for a 3:00 pm appointment, those reminders will not send because their send times have already passed. Only a reminder that still falls before the start time would send (for example, a 1 hour reminder).

***

## Edit the default set

> **Tip:**  By default, all services use the **default** set. You can edit the **default**, or **duplicate** it to test changes without affecting current messages. If you create another set, link only the services that need different reminders. Others will keep using the **default** automatically.

Use this when the same wording and timing should apply to most or all services.

1. Go to **Settings** → **Appointment notification sets**.
2. Next to the **default appointment notification set**, select **Actions** → **Edit**.

<figure><img src="/files/zmoRPTdeW7kQ3UtHqGPK" alt=""><figcaption></figcaption></figure>

3. In the left column, select the message type you want to change.
4. In the editor on the right, toggle **Enabled** on or off (when off, it shows **Disabled**) and update the message.

<figure><img src="/files/Z9K5RkBrUV0YFOGnuzem" alt=""><figcaption></figcaption></figure>

5. For **Reminders** set **Send** to the number of **hours** or **days** before the appointment (to dictate when reminders are sent).&#x20;
6. Click **Save**.

> Add or adjust reminders in this set — see [**Add reminders**](#add-reminders) for more inf&#x6F;**.**

***

## Create a custom set

Use this when a service needs different wording or reminder timing.

1. Go to **Settings** → **Appointment notification sets**.
2. Click **Add appointment notification set**.

<figure><img src="/files/lPtN4MiRuZanGvT3YVGy" alt=""><figcaption></figcaption></figure>

3. **Name** the set (top-left).

<figure><img src="/files/X24vROmAjGTRG3vwa6MR" alt=""><figcaption></figcaption></figure>

4. Turn **Enabled** on for the message types you want to send and write the content.

<figure><img src="/files/kKZLENlqphAHnciyER09" alt=""><figcaption></figcaption></figure>

5. Add one or more **Reminders** and set the timing (when the reminders should be sent.
6. Click **Create** (top-right).

> Add or adjust reminders in this set — see [**Add reminders**](#add-reminders) for more info.

{% hint style="success" %}
**Next:** Link your new set to a service so it is used for bookings.
{% endhint %}

***

## Link a set to a service

Assign a custom set so those messages and reminders apply to that service.

**Steps**

1. Go to **Catalog** → **Services.**
2. Find the service you want to link to a notification set, then click **Actions** → **Edit service**.

<figure><img src="/files/vTJndBm97WraNNhVp15i" alt=""><figcaption></figcaption></figure>

3. Scroll to **Notifications**. In **Appointment notification set**, choose the set you want. If none is selected, the **Default** **set** is used.

<figure><img src="/files/wINFhoV4O9fhS2O6MJzF" alt=""><figcaption></figcaption></figure>

4. Click **Save** (bottom-right).

**Result**

* That service now uses the selected set.
* Services without a selection continue to use the **default** set.

***

## Add reminders

You can add multiple reminders to the same set. Each reminder can be scheduled in **hours** or **days** before the appointment.&#x20;

{% hint style="info" %}
You can send reminders up to **7 business days** in advance, or as close as **1 hour** before the appointment.
{% endhint %}

**To add a reminder**

1. Go to **Settings** → **Appointment notification sets**.
2. Find the set and select **Actions** → **Edit**.
3. Under **Send reminders**, click **Add reminder**, then select **Add SMS reminder** or **Add Email reminder**.

<figure><img src="/files/KqPwf9PSpVnMUEGeC3CZ" alt=""><figcaption></figcaption></figure>

4. In the editor on the right, set **Send** to how many hours or days before the appointment the reminder should be sent.

<figure><img src="/files/EgTrzn8LzxpzmYuQU2Ud" alt="" width="429"><figcaption></figcaption></figure>

5. **Write your message** and click **Save** (top-right).

***

## Duplicate or archive a set

Duplicate when you want a copy to adjust instead of starting from scratch.\
Archive when you no longer want a set selectable for new services.

Steps

1. Go to **Settings** → **Appointment notification sets**.
2. In the list, open **Actions** for the set.
3. Choose **Duplicate** or **Archive**.

<figure><img src="/files/qxZlfLC1Tp6NyjZLDq8u" alt=""><figcaption></figcaption></figure>

**What happens when archived**

* The set moves to the **Archived** tab and cannot be edited or linked to new services.
* **Old messages don’t disappear.** If a service was using that set, any messages already sent (or logged) will still be visible in the client’s communication history.

> **Note:** You cannot archive the **default** set.&#x20;

{% hint style="info" %}
To archive a set, first **unlink** it from every service: **Catalog** → **Actions** → **Edit** the service → clear the **Appointment notification set** → **Save**.
{% endhint %}

***

**Related articles:**

* [SMS character limits and credit usage guide](/using-caspen/settings/billing/sms-character-limits-and-credit-usage-guide.md) (explains segments and credits)
* [Set up email and SMS class notification sets](/using-caspen/settings/appointments/set-up-email-and-sms-class-notification-sets.md) – Customize messages for class bookings, moved or canceled bookings, event changes, and reminders before upcoming classes.

***

## FAQs

<details>

<summary><strong>Why aren’t my clients getting SMS notifications?</strong></summary>

Work through these checks:

* **SMS credits:** Confirm you have credits in Settings → SMS Credits.
* **Enabled:** Make sure the relevant message type (Booking, Reminder, Reschedule, Cancellation) is Enabled in the set.
* **Correct set:** Check the service is linked to the intended notification set; otherwise it uses the default set.
* **Client mobile:** Verify the client’s primary phone is a valid mobile (not a landline), and check that the correct country code is selected.<br>

</details>

<details>

<summary><strong>What if the wrong wording was sent?</strong></summary>

Make sure the service is linked to the correct notification set. Changes apply to future sends only.

</details>

<details>

<summary><strong>Why did my reminder not send?</strong></summary>

* The appointment was created or edited after that reminder’s send window (e.g., booked too close to the start time).
* The reminder is disabled in the set, or its send time had already passed when the appointment was made.
* Also worth checking: SMS credits, the service is linked to the intended set, and the client has a valid mobile number.

</details>


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