Confirmations & reminders

There are seven automatic email templates, each with a precise trigger. This article is their full inventory: which email, when, under what conditions, what it contains and what the link inside does.

All of them fire only for bookings the client made through the public page. A booking entered by your team produces none of them. See Client notifications.

---

1. The complete list

#	Email	Trigger	Link inside
1	Booking confirmation	The booking was created and confirmed immediately	Manage link
2	Confirm your booking	The booking was created as Pending (the confirmation window is on)	Confirm button
3	You’re on the waitlist	The booking was created as waitlisted	Manage link
4	Your booking is confirmed	A booking moved from Pending or Waitlisted to Confirmed	Manage link
5	Your booking was cancelled	The booking was cancelled by any route	—
6	Your booking was moved	The date or time changed	Manage link
7	Reminder	The client’s chosen lead time arrived	Manage link
8	Rate your visit	~3 hours after a visit that happened	Review link

(Eight rows, seven templates — #1 and #2 are two variants of the same one.)

---

2. The confirmation

Fires immediately when a public booking is created.

It contains the business name, the service, the date and time (in the salon’s clock) and a link to manage the booking.

Three cases where it does not fire:

Case	What happens instead
The confirmation window is on	The “Confirm your booking” variant goes out, with a button and a deadline
The booking is waitlisted	”You’re on the waitlist” goes out
The service requires payment and the board requires payment to confirm	Nothing at creation. “Your booking is confirmed” arrives after payment

That last case is deliberate: a slot held pending payment isn’t confirmed yet, and saying it is would mislead the client.

If the board is archived, the confirmation isn’t sent — every link inside would be dead.

---

3. The reminder

The only email the client chooses whether to receive.

On the payment screen there is an Email reminder section with four pills:

Option	When the email arrives
No reminder	never
1 hour before	1 hour before the start
2 hours before	2 hours before the start — the default
1 day before	24 hours before the start

How it behaves:

• The check runs every 15 minutes. So the reminder may arrive a few minutes after the exact moment.
• It’s only sent for bookings with the status Confirmed. Bookings awaiting confirmation aren’t reminded.
• It’s never sent for a past appointment.
• It’s sent once. The one exception: if you move a booking later after the reminder already fired, a fresh corrected reminder goes out.
• It isn’t sent from an archived board.
• Buying a package produces no reminder — the section isn’t shown.

Clients can’t change their choice afterwards. If someone asks, you could move the booking — but it’s easier to just call them.

---

4. Cancellation and reschedule

Cancellation. Sent on every cancellation — by you, by the client, or automatic. The wording differs: on an automatic cancellation the email explains the slot was released because the confirmation or payment didn’t arrive. This is the only email that goes out even from an archived board — the fact that the appointment is off matters more than a working link.

Reschedule. Sent when you change the date or time. It contains both the old and the new time so there’s no ambiguity, plus a manage link.

---

5. The review request

A separate process that runs hourly.

It’s sent when all of these hold:

• the visit finished at least 3 hours ago;
• the status is Confirmed, Arrived or Completed (cancelled and no-shows don’t count);
• the booking is public;
• there is an email;
• reviews are enabled on the board;
• the client hasn’t already reviewed that booking;
• no request has been sent before;
• the board isn’t archived.

The review link is valid for roughly 95 days and is only good for leaving a review. It cannot cancel or move the booking — a deliberate safeguard, because that kind of link often gets forwarded.

Details — Review request email.

---

6. The manage link

Most of these emails carry a personal link to the booking. Through it the client can view, cancel or reschedule their appointment without having an account.

The link is valid until 24 hours after the booking ends. After that it stops working.

---

7. The sender

Element	Value
Sender name	{board name} via Mountify
Address	a Mountify no-reply address
Replies	not monitored

That is why the board’s name matters — it’s the first thing the client sees in their inbox. Change it in Setup → Settings → Name.

---

8. Language

The email is sent in the language the client used on the public page. If that isn’t known, the language on their client record is used. Bulgarian is the fallback.

You cannot force a language on the automatic emails. The only email with a language picker is the manual invitation from the clients page.

---

9. What can’t be configured

• There are no on/off switches for individual emails.
• There is no text editor for the automatic emails.
• There is no SMS. None of the eight exists as a text message.
• There is no custom sender address. Only the name changes, via the board name.
• There is no copy to you. You get an in-app notification, not an email.
• There is no second reminder. One booking, at most one reminder.

---

10. If something doesn’t arrive

Symptom	Cause
No email at all	The booking was entered by staff. Manual bookings send nothing
No confirmation, but a “confirm your booking” instead	The confirmation window is on
No confirmation on a paid service	Normal. The email comes after payment
No reminder	The client chose No reminder, or the booking isn’t Confirmed
The reminder arrived late	The check runs every 15 minutes — that’s within normal
No review request	Reviews are off, a review already exists, or the visit was cancelled/no-show
The client sees an “expired link”	The manage link is valid until 24 hours after the booking ends

---

What’s next

• Client notifications — the overall map.
• The confirmation window — the confirm-button variant.
• The client’s email — nothing goes out without it.
• Review request email — the last email in detail.