Appointment emails

You set up appointment emails under Settings → Sales → Calendar → Booking hours, in the section ‘Appointment emails to the contact person’ within the booking hours (for the organisation or a project).

Which emails existCopy link to heading

Only appointments of the types appointment, intro call and quote meeting 1/2 with a lead (or guest address) and without all-day are sent. The texts are under Email templates in the group ‘System emails’. In the appointment confirmation and reminder, the placeholders for date, time and location are mandatory.

Setting up the scheduleCopy link to heading

• Add reminder: up to three reminders, default 24 hours and 1 hour before.
• Customer may cancel or reschedule themselves until: deadline before the appointment, default 2 hours.
• Quiet hours: no reminders during this time (default 20:00 to 08:00). A reminder falling in quiet hours is sent directly afterwards if the appointment is then still at least ten minutes away; otherwise it is omitted.
• No reminders on Saturday and Sunday: optional switch.

Appointment SMSCopy link to heading

In addition to the emails, Leadmode can send the contact an SMS. You set this up in the same area under “SMS to the contact”:

• Confirmation by SMS: right after creating or booking, and as a new SMS when the appointment is moved. It contains the link to the response page.
• Reminder by SMS: one reminder before the appointment; you choose the time under SMS reminder (default 2 hours before). The quiet hours apply here too.

Both are off at first and act as the default for new appointments. When booking and in the appointment you can change them per appointment.

Requirements:

• The Boost plan and your own SMS access (seven.io or Twilio) under Settings → Phone and SMS → SMS. Your SMS provider bills the costs. The texts are there under “Sample for appointment SMS”.
• The person responsible for the appointment is enabled for SMS there.
• The contact has a mobile number, and there is neither a contact block nor an SMS opt-out.

RecipientsCopy link to heading

If the customer entered an address themselves when booking via the booking link, the email goes there. Otherwise Leadmode uses the preferred released address of the selected contact person, or else that of the company.

What the customer sees in the emailCopy link to heading

Each confirmation and reminder contains the buttons Accept, Reschedule and Cancel, as well as ‘Save to calendar’ (Apple / Outlook as a file, Google Calendar). Confirmation and rescheduling attach a calendar entry (termin.ics); cancellation a removal notice.

A click on a button opens a response page (‘Your appointment’). Merely loading the page changes nothing; only the confirmation on the page triggers the action.

• Accept: the customer confirms; the appointment shows ‘The customer has accepted.’
• Reschedule: the customer chooses a new time. A new confirmation is then sent automatically.
• Cancel: the customer selects a reason from a fixed list (not possible at this time, no longer needed, already served elsewhere, wrong contact person, no longer interested, other) and is offered another appointment (No, just cancel cancels). On the lead, the process of a customer cancellation with a follow-up is created.
• After the deadline has passed, only Accept is possible online; for changes, the customer should reply to the email.

On the appointment you see the reply and reason as well as the sending log.

LimitsCopy link to heading

• No logging of the emails in the contact history, no appointment emails to participants, no sending from the native apps.
• Cancelling in the CRM does not send a cancellation email.
• Acceptances from Outlook or Apple by email are not evaluated; replies run through the response page.
• Leadmode has not automatically verified actual receipt by the recipient: ‘Sent’ applies once the mail server has accepted the email.

See alsoCopy link to heading

• Book appointments and booking links