Reminders and notifications
Set up confirmations, reminders, cancellations and follow-ups for clients and agents on WhatsApp, SMS and email.
3 min read
When the assistant books a viewing at 11pm, the client needs to remember it on Saturday morning. Well-planned confirmations and reminders cut no-shows and save your agents wasted journeys. Notifications are set per calendar; the Squaremeters team prepares the basic setup during onboarding.
Notification types
| Notification | When it's sent |
|---|---|
| Booking confirmation | When the appointment is booked or confirmed. |
| Reminder | A set time before the appointment (you can have several). |
| Reschedule | When the date or time changes. |
| Cancellation | When the appointment is cancelled. |
| Follow-up | A set time after the appointment. |
For each notification you can pick the recipient (client, assigned agent or someone else) and the channel (WhatsApp, SMS, email, in-app notification).
Set up notifications
- Open the calendar under Settings → Calendars and go to Notifications & Additional Options.
- Turn on the confirmation and edit its content. Add details such as date, time and agent name with merge fields.
- Turn on reminders and choose their timing, for example 24 hours and 2 hours before.
- Turn on the agent alert: when a new appointment comes in, the assigned agent gets an email or in-app notification.
- Add another reminder if you need a different timing.
- Click Save at the top right.
Note
Depending on your setup, WhatsApp confirmations and reminders are sent either by calendar notifications or by ready-made scenarios in the Automation module. Don't turn both on, or the client gets the same message twice. See Confirmations and reminders.
Reminders on WhatsApp
In Turkey most clients read WhatsApp faster than SMS or email.
- Your WhatsApp Business account must be connected to the panel. See WhatsApp Business API.
- Reminders usually go out after the 24-hour window has closed, so they must use a Meta-approved template. The right category for appointment reminders is Utility.
- Use variables in the template such as client name, appointment type, time, agent and address.
Heads up
Adding marketing content such as a discount or a campaign to a reminder can get the template moved to the Marketing category or rejected. Keep reminders to appointment details only. See WhatsApp templates.
SMS and email
- SMS: a fallback for clients who don't use WhatsApp.
- Email: good for longer information, such as a development brochure or detailed directions in English for an international buyer. Emails go out through the Squaremeters email service; to send from your own domain, see Email services.
Suggested setup
| Calendar | To the client | To the agent |
|---|---|---|
| Viewings | Confirmation (WhatsApp), WhatsApp 24 h and 2 h before, with a location link | New booking alert |
| Valuations | Confirmation (WhatsApp), reminder 24 h before ("it helps to have a copy of the title deed ready") | New booking alert + task |
| Office meeting | Confirmation (WhatsApp + email), reminder 24 h before | New booking alert |
Troubleshooting
The WhatsApp reminder didn't go out. Check that the template is approved, the client's number is saved correctly and the WhatsApp account's quality rating is good enough. See WhatsApp rules and quality.
The client got the same message twice. The same notification may be on both in the calendar and in an automation scenario. Message your consultant.
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