The Appointments category is the biggest and most impactful section in Auto Messages. It's split into two sub-sections, each with a heading and description at the top:
Reminders — "Remind clients about upcoming appointments"
Updates — "Notify clients when appointments are scheduled, changed, or cancelled"
This article walks through every single reminder and update in the Appointments category.
This is the section that prevents no-shows. There are three reminders here, all tied to appointments that already exist in your calendar.
Sends a friendly reminder before a client's scheduled appointment. This message will be sent only if the appointment status is "Confirmed".
This is the main pre-appointment nudge. It goes out to clients whose appointment is already confirmed — so they're not being asked to confirm again, just reminded the visit is coming up. Typically it's timed for 24 hours before the appointment, though the exact timing is controlled by your settings.
Keep this one on. It's the single biggest no-show reducer in Teddy.
Available via Email and Text.
Asks clients to confirm their upcoming appointment. This message will be sent only if the appointment status is "Unconfirmed".
When a new appointment is booked into your calendar, its status starts as Unconfirmed. This reminder goes out to those clients asking them to reply Yes/No to confirm. When they reply Y, Teddy moves the appointment status from Unconfirmed → Confirmed, at which point the regular Upcoming Appointment Reminder (above) takes over.
The default template includes text like "Can you please confirm (Y / N) that you can make it?" which is exactly what you want — it turns a passive notification into an active reply loop.
Available via Email and Text.
Sends a friendly reminder before a client's scheduled appointment. This message will be sent only if the appointment status is "Confirmed".
A second, later reminder for the same confirmed appointment. Usually fires shortly before the appointment (e.g. 2 hours before) to catch clients who confirmed days ago but might have forgotten.
This one is optional. If your clients react badly to multiple texts, turn it off. If your no-show rate is still stubbornly high even with the first reminder on, turn it on.
Available via Email and Text.
This section handles all the status-change notifications — the messages that go out when an appointment's state actually changes, not when it's "coming up."
Notifies the client that their appointment has been successfully scheduled.
Fires the moment you (or the client via online booking) create a new appointment. The template usually includes the date, time, and service so the client has the full confirmation of what was just booked. Available via Email and Text.
Confirms that the appointment has been locked in.
Fires when an appointment's status moves to Confirmed — either because the client replied "Y" to the Upcoming Appointment Confirmation reminder, or because you manually changed the status in the Calendar. Gives the client peace of mind that their reply went through. Available via Email and Text.
Lets the client know their appointment has been cancelled.
Fires when an appointment is cancelled. Important because a client who cancels through you — and gets a confirmation text — feels taken care of. Without this reminder, cancellations can feel like they disappear into a black hole.
Available via Email and Text.
Informs the client they've been added to the waitlist.
Fires when a client is placed on your waitlist (either manually by you or via the online booking flow). Tells them their request is tracked and you'll reach out if a slot opens up.
Available via Email and Text.
Notifies the client when their appointment has been completed. Only triggers when appointment status is set to confirmed.
Fires when you mark an appointment as Completed at the end of the service. This is where you can thank the client, prompt for a tip, or ask for a review. Most shops add a thank-you line and a link to their Google Reviews page here.
(Note: the description says "Only triggers when appointment status is set to confirmed" — read that as "this only fires on appointments that were previously confirmed," not that it fires at the moment of confirmation. It triggers at completion.)
Available via Email and Text.
Notifies the client that their appointment has been paid.
Fires when you charge the client for the appointment. Functions as a digital receipt — less common in grooming than in retail, but useful for clients who like having a record of the transaction.
Available via Email and Text.
Notify clients when an online booking is received.
Fires when a client submits a request through your online booking page. This is subtly different from Appointment Scheduled — Online Booking Received is the acknowledgment that you got their request and are reviewing it, while Appointment Scheduled is the confirmation that you actually put them on the calendar. If you approve online requests immediately, they'll get both. If you approve on a delay, Online Booking Received reassures them you saw it.
Available via Email and Text.
Notifies the client that their existing appointment has been updated to a new date and/or time.
Fires when you move an appointment to a different date or time slot. Always include the new date and time in the template — this one exists specifically so the client doesn't get confused about when their appointment actually is.
Available via Email and Text.
If you're just getting started, here's a sensible baseline:
On, always: Upcoming Appointment Reminder, Upcoming Appointment Confirmation, Appointment Scheduled, Appointment Cancelled, Appointment Rescheduled
Probably on: Appointment Completed, Online Booking Received, Appointment Confirmed, Appointment Waitlisted
Optional: Upcoming Appointment Reminder - 2nd Reminder (turn on if no-shows remain high), Appointment Paid (turn on if your clients care about digital receipts)
Texts are read faster and have higher response rates. Emails give you more room for formatting and details. A common setup:
Text everything that needs a response (both Reminder types, Confirmation, Scheduled)
Text + email for permanent records (Scheduled, Cancelled, Rescheduled, Paid) — so the client has a searchable email trail
Text only for casual nudges (2nd Reminder, Completed)
You can toggle email and text independently inside each reminder's edit page if both are supported.
Tip: The most impactful change most shops can make is switching from "no reminders" to "reminders 24 hours before every appointment." If you only turn one thing on, make it the Upcoming Appointment Reminder.
