Confirmations & reminders
WhenTap keeps everyone informed without you lifting a finger: the customer gets a confirmation and reminders, and you get told about every new booking. This page lays out exactly what goes out and when.
The confirmation
The moment a booking is confirmed, the customer gets a confirmation email. It includes:
- the service and the time, shown in the customer's own timezone,
- the staff member,
- how to attend, the address, the meeting link you set, or a note that you send the meeting link, depending on the location,
- a private manage link to reschedule or cancel,
- an add to Google Calendar button.
Emails go out under your Webflow site's name ("Site name via WhenTap"), and a customer who replies reaches you, not us.
Your logo, colour and notes
Open Emails in the panel to shape what your customers receive. A preview shows the confirmation and the reminder as they will look, and Send me a test email sends a sample to your own address.
- Notes, on every plan. A note for the whole site, such as "Parking is free behind the building", appears in every confirmation and reminder, and when a booking is moved. A note on one service (set in Services), such as "Bring your passport", appears only in that service's emails. When a booking has both, both are shown. Notes are plain text up to 300 characters, without links: the emails go out from WhenTap's address, so links are kept out of them.
- Your logo and brand colour, Growth and up. Your logo and your site name replace WhenTap's logo at the top of the email, and your colour is used for the top bar and the buttons. Upload a PNG or JPG under 300 KB; it is shown 40 pixels tall. Email apps fetch the logo from WhenTap when the email is opened, so the logo file is publicly reachable at an unguessable address. On Starter the emails keep WhenTap's logo and colour, just as the widget keeps its badge; a logo and colour you set earlier are kept and come back when you move up a plan.
The layout and the reschedule and calendar buttons stay the same for everyone, so the links in every email keep working. Every customer email ends with one small line, "Sent for Site name by WhenTap" with WhenTap's company registration (KvK) number, because WhenTap sends it; on Starter, "WhenTap" links to our site.
The reminders
WhenTap then schedules an email reminder for 24 hours before the appointment, when the booking is made more than 24 hours ahead.
It is queued when the booking is made and sent by a background worker that checks for anything due every 30 seconds. If a booking is cancelled before the reminder is due, it is quietly dropped, so no one gets a reminder for an appointment that is not happening.
If a booking is rescheduled, its old reminder is cancelled and a new one is scheduled around the new time.
Add to calendar
The confirmation screen offers add-to-calendar buttons (Google Calendar and a downloadable .ics file). When the customer taps one, the appointment lands on their own calendar and their phone reminds them natively, on the lock screen, at whatever notice they normally use, with no cost or opt-in on your side.
If you connect a staff calendar, every booking is also pushed onto that calendar automatically, so the staff member's own device reminds them too.
You get notified too
On every new booking, the site owner, and the staff member if they have an email on file, gets a "new booking" email with the customer's name and email, the time, the staff member, how to attend, and any intake answers. It is deduped, so if you are also the staff member you get one email, not two. You are also emailed when a customer reschedules or cancels through their link, and when an automatic refund fails.
Timezones
Every time in a confirmation or reminder is formatted in the customer's timezone, which the widget detects (and lets them change). So a customer in another timezone reads the time as it is for them, even though the appointment is stored as an exact moment. See How booking works.