Customer notifications can be triggered when bookings are created, modified, or cancelled, but they depend on the notification option and usable customer contact details.
This article focuses on what is safe to rely on from the current booking workflow.
Customer notification option
Booking forms include a Notify Customer option. When selected, Speako attempts customer-facing notifications for the booking action.
The booking details cancellation confirmation also includes Notify customer about cancellation.
Email confirmations
Speako has customer email templates for:
- new booking confirmation
- booking update
- booking cancellation
Customer emails use the email address saved against the booking. If needed, Speako also checks whether the customer profile has a usable email.
SMS notifications
The cancellation flow includes a call to the booking notification service for cancellation SMS handling. Because SMS delivery depends on the external notification service and valid customer phone details, treat SMS as delivery-dependent rather than guaranteed from the dashboard alone.
⚠️ Important: Do not promise that every customer will receive an SMS unless your environment and notification service are configured and the customer phone number is valid.
What customers may receive
Depending on action and configuration, customers may receive:
- confirmation for a new booking
- update for a modified booking
- cancellation notice for a cancelled booking
- links related to managing or creating a booking where supported by the email template
What to check if a customer says they were not notified
Check:
- whether Notify Customer was selected
- whether the booking has a valid customer email or phone
- whether the customer's profile has a valid email
- whether the booking action completed successfully
- whether notification services are configured and healthy
Notifications happen after booking actions, so the booking can be saved even if a notification later fails.
How to explain this to customers
If a customer did not receive a message, confirm the booking directly from the calendar instead of relying only on whether the automated message shows as sent. Give the customer the booking date, time, location, and booking reference where available.
Then correct the contact details before sending future updates. Speako can only use the phone or email details saved against the booking or customer profile.