Vagaro can automatically send reminders and notifications to customers containing appointment details, confirmations, and reminders to your customers so they don't forget about the booking. If a customer tells you that they didn't receive any appointment notifications, you can check their appointment's timeline history to verify whether the notifications were delivered to the customer in a text message and/or email. Checking that a notification was sent to a customer only means that the message was successfully delivered to the customer's device; they may have deleted or dismissed the notification without realizing it.
After verifying that notifications were successfully sent or failed, you should also double-check that your customer's contact information is correct in their customer profile and their notification preferences have been selected, ask them to check their email spam folder, as well as troubleshoot their notification settings in the Vagaro app.
Important
Customers who booked an appointment, class, or workshop on your Vagaro Listing Page will not receive a text notification; they will only see a confirmation message on the screen that their appointment was booked.
Checking whether your customers received your marketing messages, which you create and schedule yourself, is performed on the Marketing Dashboard.
Prerequisites: This feature is available for all Vagaro businesses. The customer must have already booked an appointment and notification preferences need to have been selected in their customer profile.
Verifying whether appointment notifications were sent to the customer can be performed on the Calendar by viewing the appointment's timeline history.
To check an appointment's details on the Calendar to see if the customer received their appointment notifications:
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On the Calendar screen, select the appointment that the customer didn't receive notifications for, then select Edit.
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In the top-right corner of the screen, select the Action
menu, then select Appointment History at the bottom of the list of statuses.
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In each event, look at the Action field to see if a confirmation or reminder message was sent.
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Optionally, if a confirmation or reminder notification was sent to the customer, select its
or
icons to view their message contents.
To check an appointment's details on the Calendar to see if the customer received their appointment notifications:
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On the Calendar screen, select the appointment that the customer didn't receive notifications for, then select Edit.
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Select the Timeline tab to view the appointment's history.
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In the Action column, look for the appointment's Confirmation Sent and Reminder Sent events.
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If the status after the action is "(delivered)," it means that the message was successfully sent to the customer.
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If the status after the action is "(open)," it means that the customer opened and viewed the message.
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If the status after the action is "(failed)," it means that the message was not delivered to the customer.
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Optionally, if a confirmation or reminder notification was delivered to the customer, select the Email and SMS links to view their message contents.
Verifying whether appointment notifications were sent to the customer can be performed in the customer's profile by viewing the appointment's timeline history.
To check a customer's profile to see whether appointment notifications were delivered:
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Select Customers at the bottom of the screen.
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Search for and select the customer's profile.
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Select the Appointments tab.
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Select the appointment's card.
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In the top-right corner of the screen, select the Action
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In each event, look at the Action field to see if a confirmation or reminder message was sent.
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Optionally, if a confirmation or reminder notification was sent to the customer, select its
For your convenience, a link to your cancellation policy is shown for each customer interaction so you can verify the expectations of the customer in case they have to reschedule or cancel the appointment.
To check a customer's profile to see whether appointment notifications were delivered:
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In the top menu, select Customers.
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Search for and select the customer's profile.
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Select the Appointments tab.
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At the end of the row of the appointment to check notifications for, select the Action
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In the Action column, look for the appointment's Confirmation Sent and Reminder Sent events.
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If the status after the action is "(delivered)," it means that the message was successfully sent to the customer.
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If the status after the action is "(open)," it means that the customer opened and viewed the message.
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If the status after the action is "(failed)," it means that the message was not delivered to the customer.
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Optionally, if a confirmation or reminder notification was delivered to the customer, select the Email and SMS links to view their message contents.
Comments
6 comments
Has this feature been removed? I cannot locate the feature in order to see if a customer received notification or not.
Hi Jayme,
This feature was not removed. What device are you currently using? The steps are a little different for mobile devices.
Thanks,
Jamie
Hi, Jamie, I figured it out. You cannot see the history when you click into the customer profile directly from the Calendar booking. I found the feature when I went to Customers > Select Customer > Select Appointments tab > then the 3 dots with the history shows. Also, I use a laptop.
Hi Jayme,
Good to hear you were able to find this feature. If you have any other questions, please feel free to reach out. I'm going to speak to our product team and see if we can have this option available when you click into a profile through the Calendar.
Thanks, Jamie
This is very helpful to know when a notification may have failed and not sent to a client, thank you for these instructions. Other than "fail" what does it mean when it says "open"?
Hi, Jenny. The "Open" status only applies to email notifications to tell you that customers have opened the email.
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