Who emails come from
Booking emails are sent as the business, from its sender in the business app (Settings → Email): its own verified address if it has one, otherwise the business's name at our standard address. Calendars → Calendar settings → Staff, services & setup → Emails shows exactly what customers see in the From line.
When a customer replies, the reply comes into the business app only (on their emails and Activity history); it's never forwarded to another mailbox. The customer's owner, or else the owners and managers, get a notification (see Email settings).
Booking emails are free: they're never counted as chargeable emails. They're transactional, so they have no unsubscribe link, an unsubscribe doesn't stop them, and they keep going while marketing emails are paused. Bounces, spam complaints and addresses on the do-not-email list still stop them. Each one is logged on the customer's Activity history.
The emails use the website's logo and main color. They're in English.
The emails
Each email can be switched on or off, and can carry a short note from the business (for example where to meet the driver):
- To the customer: booking request received, booking confirmed (with a calendar file), booking changed, booking canceled, receipt, refund issued, reminder, and thank you / review request.
- To the business (the Send new-booking emails to addresses): the new booking trip sheet, and booking changed or canceled.
- To the driver: trip sheet when assigned, taken off a job or trip changed, and an optional reminder.
Some emails can't be switched off, because a payment depends on them:
- Action needed: confirm or update your card: sent to the customer when a hold or charge fails, with a secure link to confirm or replace their card. The link page shows the business's name and website icon.
- Payment needs attention: sent to the business at the same time.
- Payments or email domain need attention: sent to the business and your agency when the payment account is restricted, or the business's own email domain stops working.
Under Timing, set how many hours before pickup the customer reminder (24 by default) and the driver reminder go out, and how long after a completed job the review request is sent. The review request needs a Review page, for example the Google review link.
Use Send a test to send any email with made-up booking details to yourself.
Send from the business's own domain
Optional, and shared with every other email from the business app: add the domain and its addresses under the business app's Settings → Email (see Email settings, sending domains and addresses). Until it's verified, or if it stops working, emails come from our standard address, still under the business's name.
Automations
Bookings can start automations in the business app: Booking made, Booking confirmed, Booking canceled, Booking completed, No-show, Before a booking (N hours before it starts) and Payment received, and If / else steps can check a booking's details. The built-in Booking reminder template emails the customer 24 hours before; installing it while the booking setup's own reminder email is on warns: "Your booking setup already sends its own reminder email. Turn that off (Calendars → Calendar settings → Staff, services & setup → Emails) or customers will get two reminders."
Webhooks
Every booking event can be sent to other apps (a CRM, Zapier, Make, n8n or your own app): created, confirmed, changed, canceled, completed, no-show, driver assigned or unassigned, reminder due, card saved, payment authorized, captured or failed, and refunded.
Open Calendars → Calendar settings → Staff, services & setup → Webhooks in the business app (the same list as the client's Integrations), add an endpoint and pick the booking events. Each event carries the booking, the customer, the price and the card brand and last 4 digits. Card numbers are never sent.