Setting Up Calendar Appointment Notifications in Captivation Hub

Overview

Captivation Hub lets you send automated Email, SMS, WhatsApp, and In-App notifications for calendar appointments — covering bookings, cancellations, reschedules, reminders, and follow-ups. Notifications can be configured per calendar and targeted to contacts, guests, assigned users, or any additional addresses or numbers you specify.

Available Notification Types

Each calendar supports six notification types:

• Appointment Booked (Unconfirmed Status) — Sent immediately when a booking is created with an unconfirmed status.
• Appointment Booked (Confirmed Status) — Sent when a booking is confirmed or when the status is updated to confirmed.
• Cancellation — Sent when an appointment is canceled, marked as no-show, or deemed invalid.
• Reschedule — Sent when the appointment date or time changes.
• Reminder — Sent before the appointment based on the timing you set.
• Follow-Up — Sent after the appointment based on the timing you set.

Step 1 — Open the Notifications Tab

1. Go to Calendar > Calendar Settings.
2. Select the calendar you want to configure.
3. Click the Notifications tab.

Step 2 — Choose a Notification Type and Customize It

Click on any notification type in the list. For each one, you can:

• Customize content for each recipient type: Contact, Guest, User, or Additional Emails/Phone Numbers.
• Disable notifications for specific recipient types if they don't need to receive that notification.

Localized Default Templates

Default Email, SMS, and WhatsApp templates use your account's platform language. New calendars automatically get localized templates. For existing calendars, go to Notifications for the calendar and select Reset to default on any template to load the localized version. Customized templates are not changed unless you manually reset them.

Email Notifications

Click a notification type and go to the Email tab. Make sure the toggle is on, then:

• Choose an existing email template or customize the subject line and body directly. To remove a selected template, choose None from the dropdown.
• Optionally send a test email to preview the notification.
• For Reminders, set how far in advance the email should go out. For Follow-Ups, set how long after the appointment it should send. You can add multiple timing configurations if needed.
• Save your settings for each notification type and recipient.

Note: Calendar notification emails can bypass Email DND so important appointment information still reaches recipients. Marketing and promotional emails continue to respect DND preferences.

In-App Notifications

Click a notification type and go to the In-App tab. Turn the toggle on, then choose which users should receive the notification. For Reminders and Follow-Ups, configure when the notification should trigger (how far before or after the appointment).

Notes: For Event Calendars, account admins receive in-app notifications by default. For all other calendar types, the assigned user is selected by default. Each notification type can be configured independently — for example, you can enable confirmation notifications while leaving all others off.

SMS Notifications

Click a notification type and go to the SMS tab. Choose your recipients (Contact, Assigned User, or Additional Phone Numbers), then select or create an SMS template. You can send a test SMS to preview the message. For Reminders and Follow-Ups, configure the timing. Save when done.

Notes: Phone numbers must include country codes. SMS messages are billed per segment — keep them concise to manage costs.

WhatsApp Notifications

Click a notification type and go to the WhatsApp tab. Turn the toggle on, then choose your recipients (Contact, Assigned User, or Additional Numbers). Select an approved WhatsApp template, send a test message to preview it, and click Save.

Notes: Your WhatsApp Business Account must be connected and verified. Only approved templates can be used. Use Fetch New Templates to refresh available options if you've recently added new ones.

Using Custom Values in Notifications

You can personalize Email, SMS, and WhatsApp notifications using custom values. When editing a message, click the { } merge field icon and select from the Custom Values section in the dropdown. This lets you insert custom links, internal notes, or personalized details without manual editing each time.

Troubleshooting Blank Reschedule or Cancellation Links

If {{appointment.reschedule_link}} or {{appointment.cancellation_link}} appears blank in a notification:

• Confirm the message is connected to an appointment — these merge fields require appointment data to populate.
• Check the workflow trigger. If the message goes out via a workflow, use an appointment-based trigger (such as Appointment Status or Customer Booked Appointment).
• Test with a real appointment booking rather than a manual test, so the system has actual appointment data to reference.

Frequently Asked Questions

Why is my reschedule or cancellation link blank?
The link requires appointment data. If the workflow or message doesn't have access to an appointment record, the link will be empty. Use an appointment-based trigger to ensure the data is available.

Can I add extra recipients to a notification?
Yes. The Additional Emails (for email notifications) and Additional Phone Numbers (for SMS notifications) fields let you add any extra recipients by entering their contact information. They'll receive the notification alongside the primary recipients.

Can guests receive notifications?
Yes, if you've enabled the Add Guests feature and have configured guest-specific notifications. If a custom form is included, a system email with a link to the form is automatically sent to guests once their appointment is confirmed — avoid setting up a duplicate confirmation email for guests in the same calendar to prevent double sends.

Do I need to notify staff when a meeting link is missing?
You can configure that under Settings > My Staff > [Staff Name] > Notification Settings > Calendar Notifications. Enable the option to notify when a meeting link or location is missing to help staff catch incomplete bookings before the appointment.