What do customers get when bookings change?

Control the emails and texts sent when a booking is cancelled, changed, marked a no-show, or a waitlist place updates.

When a booking is cancelled, changed or marked a no-show, ResoFlow can tell the customer automatically — each message has its own email and SMS toggle in Settings → Communications → Customer notifications — under When a booking changes, and the two waitlist messages under Waitlist.

Only Owners and Admins see this page. SMS messaging is Available on Plus plan and above (and included with a paid Gift cards, Loyalty, Tickets or Order & Pay product) and needs SMS set up first — see How do I set up SMS messages?. The wording of every message is edited on different pages: Email templates and SMS templates.

The rows and what they do

• Cancelled by customer — sent when the customer cancels through their manage-booking page.
• Cancelled by staff — sent when a member of your team cancels a booking. Staff also get a final say per cancellation: the cancel dialog shows a ticked Notify the customer by … box (worded to match exactly which messages will send for that booking) — unticking it cancels that one booking silently without changing this setting.
• Modified by customer — On or Off per channel. On confirms every change the customer makes through the manage page; Off stays silent.
• Modified by staff — On, Ask or Off. On batches sends within 10 minutes, so rapidly dragging a booking around the timeline doesn't spam the customer; Ask shows a Notify customer of changes? pop-up each time staff edit or move a booking. Holding a late customer's table and extending a seated party never send one, whatever this is set to — the customer is on their way or already at the table.
• No-show follow-up — a gentle "we missed you" message when a booking is marked as a no-show. For a no-show ResoFlow marks by itself, it waits until someone on your team confirms the no-show or the booking's time is over with nobody marking them arrived — a customer you seat after all never gets it; a no-show your team marks sends it at once. Both the email and the text are Available on Pro plan and above — on lower plans they don't send (the SMS templates page shows the plan lock on that template). If you've told ResoFlow you just take bookings, both switches stay yours — on means on, off means off. Nothing is marked as a no-show automatically in that mode, so the follow-up only ever goes out for a no-show a member of your team deliberately records. See Running ResoFlow as a booking diary.
• Waitlist joined (in the Waitlist section) — confirms a customer's place when they join your online waitlist. On by default.
• Waitlist table ready — tells a waiting customer their table is available. On by default. Both waitlist rows only apply if you run the waitlist, which is Available on Complete plan.
• Click Save changes.

Deposit retained (no-show) isn't a switch any more — it's listed under Always sent on the same page. It tells the customer their money has been kept when a deposit-paid booking is marked a no-show (for a paid-in-full booking the email says "payment" instead of "deposit"), and it waits for an automatic no-show exactly as the follow-up does. Every email that confirms money taken, kept, charged or refunded is always sent: customers who aren't told are far more likely to dispute the charge with their bank. (If you had switched it off before, it now sends again.)

What the customer sees

Cancellation messages confirm the booking is off and (where relevant) what happens to any deposit; modification messages show the new details. When a customer's change has to wait for your approval, they get a "request received" email instead of a modification message; if you then decline the change, the Decline change dialog's ticked Email the customer that their booking is unchanged box sends them the "Your booking is unchanged" email (untick it to stay silent). If a change was made by staff with Ask selected, nothing sends until someone answers the "Notify customer of changes?" pop-up — by email, by SMS, both, or Skip — don't notify.

Related: Which confirmations and reminders do customers get? · How do I cancel a booking (and what happens to the deposit)? · How do I manage the waitlist during service?