Automatic notifications are one of the most underrated features on any management platform. Confirmations, reminders, automated communication save hours of repetitive work and dramatically reduce no-shows - if well configured. Misconfigured, they either arrive at the wrong time, on the wrong channel, or with the wrong tone.
BookHero was designed to take admin work off your plate without losing the human warmth of the client relationship. Confirmation goes out automatically. Reminder goes out automatically. You speak to the client only when it makes human sense - real questions, post-sale, special cases. Here's what each notification does and how to configure.
BookHero's 3 automatic notifications
| Notification | Free / Starter | Pro / Enterprise |
|---|---|---|
| Confirmation after booking | ||
| 24h reminder | ||
| Cancellation (when you cancel) |
Note the particularity: in Pro/Enterprise plans, the reminder SWAPS from email to WhatsApp (not added on top). The reason is practical: WhatsApp has 4x the read rate of email, so doing both is spam. The highest-impact channel wins; email keeps its function for initial confirmation.
Notification 1: Immediate confirmation (email)
Goes out automatically in seconds after the client books via the public page. It's the first formal contact between you and the new client.
- Includes: business name, service, date, time, address, expected value.
- Direct link to cancel/reschedule with 1 click.
- Language detected automatically (PT or EN based on the page language seen by the client).
- Available on every plan (Free, Starter, Pro, Enterprise).
- Sent from your business email - client recognizes without confusing for spam.
Notification 2: 24h reminder
It's the notification with most impact on no-show rate. Goes out 24 hours before the booking - the sweet spot validated across thousands of bookings.
- Free / Starter: email with date, time, cancel link.
- Pro / Enterprise: WhatsApp from your business number, short message with cancel link.
- Message optimized by default (short, clear, with action button).
- Goes out at the right time of day (not midnight, not weekend off-hours).
- If client cancels via the link, you see immediately on the calendar.
Notification 3: Cancellation (when you cancel)
When you, owner or staff, cancel a booking from the dashboard, BookHero automatically sends a message to the client informing them.
- Free / Starter: email informing of cancellation, optional reason.
- Pro / Enterprise: WhatsApp from the business number, more immediate.
- Client knows immediately, avoids showing up and leaving disappointed.
- Best practice: include a short reason and offer rebooking if possible.
- Not triggered when the client cancels (that flow is different).
Where to configure everything
What's NOT automated (and how to handle)
To avoid misunderstandings: these messages do NOT go out automatically from BookHero. If you want them, you send manually - typically takes 30 seconds per message via the business WhatsApp:
| Message | How it goes out |
|---|---|
| Post-service review request | Manual (1-2h after service) |
| Pre-service prep instructions | Manual (24h before, specific cases) |
| Birthday message | Manual (in Clients you see who's having a birthday) |
| Inactive reactivation message | Manual (in Clients you filter inactives) |
| Promotion to specific clients | Manual (in Clients you select the segment) |
Why some things stay manual: because personalization is what makes them work. Mass-automated birthday message feels like spam; manual message with name and personal detail feels real. BookHero's balance is to automate the repetitive (confirmation, reminder) and leave manual what needs human touch.
When to disable a notification
In general, we recommend keeping everything on by default. But there are specific cases where disabling makes sense:
- Client who explicitly asked not to receive reminders (rare but happens). Manual marking on the client card.
- Specific period when you're on extended absence and want to communicate each cancellation directly (exceptional situation).
- Never disable the initial confirmation - without it, the client has no proof nor cancel link.
Common configurations by business type
| Business type | Recommended plan | Reason |
|---|---|---|
| Barbershop, hairdresser high volume | Pro (WhatsApp) | Client decides last minute, WhatsApp reminder critical |
| Esthetics, physio with regular clients | Pro (WhatsApp) | Professional, direct communication expected |
| Tattoo, long services | Pro (WhatsApp) | Long sessions, day-before confirmation essential |
| Solo professional low volume | Free/Starter (email) | Low volume, email is enough |
| Consultant, online services | Free/Starter (email) | Professional, formal calendar |
Frequently asked questions
Can I customize the message content?
For now, content is optimized by default (tested across thousands of bookings). Full customization is on the roadmap. Meanwhile, the tone and structure work consistently well.
Does WhatsApp have extra cost?
Business WhatsApp messages have cost charged by Meta. On Pro/Enterprise, that cost is included in the monthly fee up to typical small-business volume (hundreds of messages per month). If you exceed unusual high volumes, we communicate in advance.
Does a client without email get a reminder?
To receive any notification, the client needs at least one channel (email OR phone for WhatsApp). If you only have phone, on Pro plan they get WhatsApp reminder. Without either, no possible communication channel.
Can I delay the reminder to 12h before instead of 24h?
The 24h timing is fixed for now - tested and validated. Customizing that timing is on the roadmap, but rarely makes sense to deviate from 24h.
I switched from Free to Pro - do reminders switch to WhatsApp immediately?
Yes. Future bookings from the upgrade onwards use WhatsApp for reminders. Already-sent messages don't change (they arrive as sent). The transition is instant.