Skip to main content
The HoopAI platform sends notifications at every stage of the appointment lifecycle — when a booking is made, before it happens, after it occurs, and when it is changed or cancelled. Each notification type is fully customizable per calendar, and you can reach contacts and staff through email, SMS, WhatsApp, and in-app alerts.

​
Notification types

The platform supports six distinct notification events: Each of these events can trigger separate messages for different recipients — the contact who booked, any added guests, the assigned team member, and additional email addresses or phone numbers you specify.

​
Accessing notification settings

Calendar notification settings

Notification settings tab inside the calendar editor

Notification settings are configured per calendar:
  1. Go to Calendars > Calendar Settings.
  2. Find your calendar and click Edit.
  3. Select the Notifications tab in the calendar editor.
  4. Choose a notification type from the list on the left.
  5. Select the channel tab (Email, SMS, WhatsApp, or In-App) and configure the message.

​
Email notifications

Email notification setup

Email notification configuration

Under each notification type, the Email tab lets you:
  • Select a pre-built email template from your saved templates, or write a custom subject and body
  • Choose which recipients receive the email: Contact, Guests, Assigned User, or Additional email addresses
  • For reminders and follow-ups, set one or more trigger times (for example, send a reminder 24 hours before and again 1 hour before)
You can add multiple reminder timings by clicking + Add another timing in the reminder configuration. This allows layered communication — a longer-lead reminder plus a same-day reminder.
Use the appointment custom values (such as {{appointment.start_time}}, {{appointment.title}}, and {{contact.first_name}}) inside email templates to personalize every message automatically.

​
SMS notifications

The SMS tab under each notification type mirrors the email configuration. Select recipients, choose or write a message template, and set timing for reminders and follow-ups. SMS messages must comply with carrier requirements, so keep them concise and include an opt-out path if required by your region.

​
WhatsApp notifications

WhatsApp notifications follow the same structure as SMS but require pre-approved message templates from Meta. Select an approved template from the dropdown in the WhatsApp tab. WhatsApp is useful for markets where it is the primary communication channel and recipients have opted in.

​
In-app notifications

In-app notifications alert your team members inside the HoopAI platform without sending external messages. Use the In-App tab to select which users receive alerts and when. This is most useful for the assigned user receiving a heads-up when a new booking arrives or when an appointment is rescheduled.

​
Confirmation best practices

For a standard appointment workflow, a recommended notification configuration is:
  1. Booked (confirmed) — Email to contact confirming their appointment details and location
  2. Reminder — Email + SMS to contact 24 hours before
  3. Reminder — SMS to contact 1 hour before
  4. Follow-up — Email to contact 1 hour after with any post-appointment information or next steps
  5. Cancellation — Email to contact confirming the cancellation and offering a way to rebook
Disabling the confirmation email for contacts is not recommended. Contacts who do not receive a confirmation may not show up or may contact your team to verify their booking, creating unnecessary support volume.

​
Workflow-based notifications

Calendar settings

Calendar settings overview

For more advanced scenarios — such as conditional reminders, multi-step follow-up sequences, or cross-channel campaigns triggered by appointment outcomes — use Automations > Workflows. The Appointment Status trigger fires whenever an appointment’s status changes, and the Customer Booked Appointment trigger fires on new bookings. These triggers give you full workflow builder capabilities for appointment-driven communication. See the Automations section for guidance on building appointment workflows.
Last modified on March 6, 2026