How do customer notifications work in Amelia

Customer notifications in Amelia inform customers about their bookings through email, SMS, or WhatsApp, depending on which channels you enable and configure in Settings → Notifications. Once a customer books an appointment or joins an event, Amelia sends the appropriate confirmation, update, reminder, or follow up according to the templates you activate and the triggers that occur.

For example, when a customer books a service on the front end, Amelia can immediately send a confirmation message, a reminder the day before, and a follow up after the appointment ends if you enable all three templates and configure their timing.

Some customer notification templates, placeholder sets, and channels depend on your Amelia license tier and enabled features or integrations. Check the features and integrations before planning your notification flow.

What types of customer notifications are available?

Amelia provides different customer notifications for appointments, events, and purchases such as packages or multiple bookings made through the cart, and also supports scheduled reminders, follow ups, and other customer specific messages.

You can enable or disable each template in the Notifications menu and customize the message content using notification placeholders described in the dedicated placeholders article. All templates can be sent through email, SMS, or WhatsApp once the channel is configured.

If you enable WhatsApp as a channel, remember that WhatsApp templates must be created and approved in Meta first and then imported into Amelia. They cannot be created inside Amelia, only edited after import. You can find the full configuration guide in the WhatsApp templates article.

If you need fully custom scenarios or notification logic outside the default templates, review the Custom notifications feature as well.

Which appointment customer notifications does Amelia have?

Approved – sent immediately after the customer completes a booking with an Approved status, when an admin creates an appointment with that status in the back end, or when the status is changed to Approved.
Pending – sent when the default status is Pending, informing the customer that the appointment requires confirmation.
Rejected – sent when the appointment is rejected by an admin, manager, or employee (if employee permissions allow managing their appointments).
Canceled – sent when the customer cancels through the cancellation link or when the appointment is canceled in the back end.
Details changed – sent when the appointment’s employee, location, or extras change; if date or time change, the Rescheduled notification is used instead.
Rescheduled – sent when date or time is updated by an admin, manager, or employee with permission to edit appointments.
Next day reminder (scheduled) – sent based on a selected time to remind the customer about an appointment happening the following day.
Follow up (scheduled) – sent a defined number of hours or days after the appointment ends to thank the customer or provide additional info.
Package purchased – sent when a customer buys a package and includes package appointment details using the %package_appointments_details% placeholder.
Package canceled – sent when a purchased package is canceled.
Cart purchased – sent when the customer books multiple appointments in a single transaction and uses the %cart_appointments_details% placeholder.
Waiting list confirmation – sent when the customer joins the waiting list for a fully booked appointment.
Waiting list availability – sent when a slot becomes available so the customer can book the appointment.

Which event customer notifications does Amelia have?

Booked – sent immediately after the customer completes the event registration.
Canceled by admin – sent when an event is canceled from the back end.
Canceled by attendee – sent when the attendee cancels their event registration.
Details changed – sent when organizer, staff, date, time, or location details are updated for an event.
Rescheduled – sent when the event is moved to a different date or time.
Next day reminder (scheduled) – sent based on the scheduled time to remind the attendee about the event happening the next day.
Follow up (scheduled) – sent a defined number of hours or days after the event ends as a thank you or informational message.
Waiting list confirmation – sent when the customer joins the waiting list for a fully booked event.
E-ticket – sent with event booking details and includes a PDF attachment containing a unique QR code for entry.

What are the other customer notifications in Amelia?

Birthday greeting (scheduled) – sent automatically at the selected time on the customer’s birthday if the birthday is saved in their profile.
Panel access – sent when a customer uses the “Forgot password?” option in the Customer panel login screen.
Booking invoice – sent when the invoice feature is enabled and includes the automatically generated PDF invoice.

How do customer notification templates work across channels?

Customer notifications follow the same structure across email, SMS, and WhatsApp, so the difference lies only in the channel setup rather than the template logic.

Email templates use full formatting and are sent through the mailer configured under Settings → Notifications → Email.

SMS templates are short text messages that require an active SMS balance, and WhatsApp templates use Meta approved formats that Amelia maps with placeholders from the notification editor once the WhatsApp integration is enabled. If multiple channels are enabled for the same template, Amelia sends them simultaneously once the trigger occurs.

How do I edit customer notification templates?

All customer templates are managed under Notifications menu, where you can enable or disable templates per channel and edit their content in the template editor. Each template supports dynamic notification placeholders, so you can insert customer, service, employee, location, appointment, or event specific information without manually updating the text.

You can modify the subject and message body for email, adjust SMS length to avoid multiple message segments, and map WhatsApp placeholders once your Meta templates are imported. When editing scheduled reminders or follow ups, use the Scheduled For selector in the upper right to define when the message should be sent. After making changes, always click Save so the template and timing are applied.

If a customer notification does not send, check whether the template is enabled for the channel, confirm your email or SMS configuration, and verify that the appointment or event status matches the trigger defined for that template.

What should you keep in mind when configuring customer notifications?

Keep customer messages simple and focused on essential booking details such as date, time, location, and access information.
Align the message content across channels so customers receive consistent information whether the notification is email, SMS, or WhatsApp.
Test important flows like confirmations, reschedules, and reminders by making test bookings for appointments and events.
Use placeholders instead of fixed text so templates automatically adjust for different services and customer data.
Do not enable multiple templates that respond to the same trigger unless you intend to send more than one message.
Do not use long blocks of text in SMS or WhatsApp templates because these channels are best for short and clear messages.
Do not forget that certain templates, such as birthday greetings or follow ups, require scheduled notifications to be active.
Do not overlook channel specific requirements like SMS credits or WhatsApp integration status.