When you cancel, mark a no-show or move an appointment, a box decides whether the client hears about it. You choose, except when the client was charged: then they're always told.
Where the choice appears
| What you're doing | The box | Ticked to start with? |
|---|---|---|
| Cancelling | Let the client know in the cancel dialog | Yes |
| Marking a no-show | Let the client know in Mark this appointment as a no-show? | No |
| Cancelling or marking a no-show for a group | The same box in the group's dialog | Yes for a cancel, no for a no-show |
| Cancelling a repeating series | Let the client know in the cancel dialog | Yes |
| Moving by dragging, or with Reschedule | Notify {name} about reschedule | Yes |
| Moving with Reschedule by date… | Notify client about the new time | Yes |
The two move boxes share one setting: if you untick one, it stays unticked next time until you tick it again.
A cancellation is news the client needs, so it's on. A "you missed your appointment" message often isn't wanted for a regular you'd rather call, so a no-show is off.
Cancel without telling the client
Start the cancellation
Open the appointment, select its status and choose Cancelled.
Untick the box
Untick Let the client know.
Cancel it
Select Cancel appointment. No cancellation email or text goes out.
When the client is always told
If the cancellation or no-show takes the client's money, the box is ticked and locked, with Always sent: they were charged, so we have to tell them. That happens when:
- a late-cancellation or no-show fee is charged to their card, or
- some or all of their deposit is kept.
In a group, it's decided guest by guest: a guest who was charged is told, while the others follow your choice.
What counts as a move
Only a new start time sends a reschedule message. Making an appointment longer or shorter without moving its start sends nothing, though its reminders are re-timed. If a reschedule message can't be sent, for example because the client has no email, the confirmation says so.
Check it worked
Open the appointment and select ⋮ → View activity to see the change and who made it.
If something goes wrong
The client got a message even though I unticked the box
They were charged a fee, or their deposit was kept. The box shows a lock when that applies.
Does unticking also stop the text?
Yes. A text for a booking change only goes out after its email, so stopping the email stops both.
Does a client get one message per visit when I cancel a series?
No. If Let the client know is ticked, they get one cancellation message for the whole series.
Does skipping the message skip the fee too?
No. The fee and deposit are separate choices in the same dialog. See Deposits, cancellation and no-show fees.