Reminders, rescheduling and appreciation

Customers

Customers

Reminders, rescheduling and appreciation

Fewer no-shows, fewer phone calls.

The problemCustomers forget bookings or phone the office to move them, which costs your team time and empty slots.

The resultCustomers are reminded before a booking, can move it themselves within your rules, and are nudged to say thanks at the right moments.

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Example with sample data. Nothing here is real.

What you can do

  • Remind customers by email before every confirmed booking, up to four times
  • Choose how far ahead each reminder goes, from 15 minutes to 14 days
  • Add a text message for customers who agreed to receive one
  • Let customers move their own bookings, with a cutoff and a limit on changes
  • Send everything outside your rules to you as a change request instead
  • Prompt office customers to say thanks at moments such as Christmas or a contract anniversary

How it works

  1. Customer reminders

    In Settings, Customer reminders, choose how long before a booking each reminder goes. Out of the box customers are reminded 24 hours and 2 hours before a confirmed booking, so you only change it if you want different times, or switch reminders off.

  2. Customer rescheduling

    In Settings, Customer rescheduling, set the cutoff in hours before the booking and how many times one booking may be moved. Outside the policy, the customer sends a change request instead.

  3. Appreciation moments

    In Settings, Appreciation moments, switch the feature on, choose the moments and how many days ahead customers are prompted. You can add your own fixed-date moments.

Who can use it

Owners and Admins can use this.

You need permission to manage business settings, which Owners and Admins hold out of the box. The settings belong to one business, so pick the business first.

Ask Heyva AI

  • Remind customers a day before only

  • Let customers move bookings up to 48 hours ahead

  • Show my appreciation moments

Questions

Are reminders already on?
Yes. A business that has not changed anything reminds customers 24 hours and 2 hours before a confirmed booking. Switch it off or change the times in Settings.
Will a customer get the same reminder twice?
No. A reminder set on the appointment, or a workflow of yours that already covers that time, takes precedence over the setting. A customer who unsubscribes from email is not reminded.
Can customers move any booking?
Not all. A booking with a cancellation fee, a contract visit, a recurring series or a visit combining several services is always moved by you. Your assigned staff member and your owners and admins are told when a customer moves a booking.
Do text messages go to everyone?
No. A text goes only when SMS is available on your account and the customer agreed to receive it. Email is not affected.
Are appreciation moments on by default?
No. They are off until someone switches them on. A staff birthday is only ever used for someone who chose to share it.

In more detail

Each of the three is set per business, so a group with several businesses can choose different rules for each.

For AI agents

Heyva AI and connected assistants can do this with these tools:

  • heyva_get_customer_reminder_settings
  • heyva_update_customer_reminder_settings
  • heyva_get_reschedule_settings
  • heyva_update_reschedule_settings
  • heyva_get_appreciation_settings
  • heyva_update_appreciation_settings

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Last reviewed 31 October 2026