How do I edit the emails customers receive?

Customise the subject, heading, body, button and P.S. of all 30 guest emails, with a live preview and a test send.

Edit the wording of every customer email in Settings → Email templates — 30 templates covering booking confirmations, reminders, cancellations, waitlist, thank-yous, five event emails, the birthday message, the welcome and win-back messages, the four gift card emails (gift delivery, buyer's receipt, balance update and expiry reminder — the code, value and expiry blocks are fixed so a card can never go out without them), and the loyalty family: Loyalty — welcome & confirm (one template shared by the confirm-your-email message and the welcome once a member is active — the confirm button and its expiry line are fixed), Loyalty — reward unlocked (only sends when switched on in Settings → Customer notifications — it's off by default), Loyalty — scheme closed (its closing facts are fixed; use the P.S. for a personal note, set before deleting the scheme), Loyalty — member round-up, Points expiry warning and the Data-deletion warning (loyalty members).

Only the owner and admins can edit email templates, and the copy is editable on ANY plan. Several templates only send automatically on the Pro plan and above — Post-Visit Thank You, Google Review Follow-up, Birthday, Welcome (first visit), Win-back (we've missed you) and the loyalty templates (which need the Loyalty feature); an amber banner reminds you on lower plans. The Data-deletion warning has no plan gate — it sends on any plan, because deletion reminders aren't a paid feature. This page is wording only — turning each email on or off and choosing when it sends lives on a different page: Settings → Customer notifications for most (Which confirmations and reminders do customers get?), and the Birthdays page for the birthday message (How do birthdays work?). Your logo and colours come from Branding (How do I add my logo, colours and images?).

Edit a template

• Go to Settings → Email templates and pick a template from the Email template dropdown.
• Edit the fields — each has a character limit: Subject line (60), Heading (80), Body text (300) and, on templates with a button, Button text (30). On the No-Show Follow-up the field is labelled Link text, because that email shows it as a small text link rather than a button. Each field is pre-filled with the exact wording an un-customised email sends — leave it alone (or clear it back) and you keep the system wording, including any future improvements; type something and your wording is used instead.
• Closing note (P.S.) (200 characters) is the short centred line near the bottom. It's pre-filled for most emails — edit it, or clear it completely to hide it.
• Click a chip under Available placeholders to copy it — for example {{firstName}}, {{date}}, {{partySize}} — and paste it into any field. Only placeholders that the template genuinely fills are offered. On the Booking confirmation and Booking reminder templates you'll also find {{offerPerkText}} ("Offer perk (blank if no offer)") and {{offerCode}} ("Offer code (blank if none)") — they fill in when a booking carries a promotion perk and stay blank otherwise. The loyalty and data-protection templates offer their own extras — {{programmeName}} (your loyalty scheme name) plus, where relevant, {{balanceLabel}}, {{monthLabel}}, {{retentionMonths}} and {{inactivityMonths}}.
• The live preview on the right is the real email your customers receive, rendered with your branding and sample booking details.
• Click Save changes. Reset to default (next to the dropdown) removes every override for the selected template, returning it to the system wording (so it also picks up any future wording improvements automatically).

A few templates cover more than one email — Event Cancellation (one ticket vs the whole event), Loyalty — welcome & confirm (the confirm message, its reminder, and the welcome once active), Loyalty — reward unlocked (reward vs completed stamp card) and Loyalty — member round-up (weekly vs monthly subject). For those, a Default wording per email panel shows each email's real default; fields you leave blank use the wording shown there, and anything you type replaces it for all of them.

The four content toggles

The Booking confirmation and Booking reminder templates have extra switches:

• Show cancellation & deposit policy (on by default) — a short line explaining your refund window, worded from your Deposits and Booking Rules settings.
• Show directions link (on by default) — a "Get Directions" button to your address on Google Maps.
• Show menu link (off by default) — a "View our menu" link; only appears if you've added menu items.
• Show "we'll hold your table" line (off by default) — a reassurance line using the hold-table minutes from Booking Rules.

Send yourself a test

Click Send test email and confirm. The test goes to your account email address (on the Free plan with no paid product it deducts 1 email credit from the monthly allowance; every paid plan and paid product has unlimited transactional email). It uses your last SAVED wording, so save first — the page warns you if you have unsaved changes.

Emails send from [email protected]; customer replies go to your reply-to address, set in Customer notifications.

Related: Which confirmations and reminders do customers get? · How do I edit SMS wording? · How do I send birthday messages (with an offer)?