Confirmations and reminders

1. What sends automatically, and when

Every one of these arrives from your business's own name, not from Gaplessly. Your customer sees your business in their inbox, not the platform behind it.

2. How the reminder timing works

Each business sets its own reminder lead time. It defaults to 24 hours before the appointment, and can be adjusted anywhere from 1 hour up to a week.

The system checks once a day, automatically, rather than sending the instant a booking crosses into its window. Each check looks at every confirmed booking that has now entered its lead-time window and hasn't had a reminder yet, so a booking that only just became due, or one confirmed close to its own start time, is still picked up on the next check rather than falling through a gap.

If a booking is made with less notice than your lead time allows, for example booked same day with a 24-hour setting, no separate reminder goes out. The confirmation they already received covers it.

3. What these messages let the customer do

• Add the booking to their own calendar (Google Calendar, or a downloadable file), which works even if self-service reschedule and cancel are switched off.
• See your venue's address.
• Use a manage link to reschedule or cancel the booking themselves, if you allow guest self-service and they're still inside whatever window you've set for changes.

4. Turning channels on or off

Email and text messages are switched on or off separately, per business, and each switch applies across confirmations, reminders, reschedules and cancellations together. There's no way to turn one off for just one of those.

Email reminders are included on every plan at no extra cost, with no add-on to buy. Texts come with Growth, Pro, Venue Growth and Venue Pro, at A$0.09 per text.

5. When a message doesn't go out

A message is skipped, not forced, when the guest gave no email or no phone number, or when you have that channel switched off entirely. Skipped is different from failed. A skipped message was never expected to send; a failed one is a real delivery problem worth checking.