How Automation Works

BusyBook automates the repetitive tasks that eat into your day — sending reminders, following up with clients, requesting reviews, and re-engaging dormant clients. You stay in control of what runs and what doesn’t.

The Autopilot Philosophy

Every automation in BusyBook follows the same pattern:

1. A toggle — turn it on or off from Settings
2. Smart timing — messages are sent at the right moment based on appointment data, not just on a fixed schedule
3. Customizable templates — edit the message your clients receive, or use the default
4. A log — see everything the automation did, so nothing happens behind your back

You don’t need to learn a tool or build a workflow. You flip a switch, and BusyBook handles the rest.

Available Automations

BusyBook includes eight automated message types, organized by when they’re triggered:

Before the Appointment

Automation	When It Sends	Default
Booking Confirmation	Immediately when an appointment is booked	On
24-Hour Reminder	One day before the appointment	On
1-Hour Reminder	One hour before the appointment	Off

After the Appointment

Automation	When It Sends	Default
Post-Session Follow-Up	2–4 hours after the session	On
Review Request	24 hours after the session	On

When Things Change

Automation	When It Sends	Default
No-Show Follow-Up	2 hours after a missed appointment	Off
Cancellation Confirmation	Immediately when an appointment is cancelled	Off
Reschedule Confirmation	Immediately when an appointment is rescheduled	Off

Configuring Automations

All automated messages are managed from Settings > Automated Messaging:

1. Go to Settings > Automated Messaging (under Clients & CRM)
2. Each message type shows its name, description, timing, and current status
3. Toggle any message type on or off
4. Click a message type to expand it and:
   • Edit the message template with your own wording
   • Choose the delivery channel (SMS + Email, SMS first, or Email first)
   • Preview how the message will look with sample data

Delivery Channels

For each automated message, you choose how it’s delivered:

• SMS + Email — send via both channels simultaneously
• SMS first, email backup — try SMS first; if it fails, send via email
• Email first, SMS backup — try email first; if it fails, send via SMS

Template Variables

Message templates use variables that are replaced with real data when sent. For example:

• {{client_name}} — the client’s name
• {{service_name}} — the booked service
• {{date}} and {{time}} — appointment date and time
• {{practice_name}} — your business name
• {{therapist_name}} — your name
• {{google_review_link}} — link to your Google review page
• {{booking_link}} — link for clients to rebook

Each message type has its own set of available variables, shown when you edit the template.

What Runs in the Background

BusyBook’s automation engine checks for appointments that match each automation’s trigger conditions and sends messages accordingly. You don’t need to do anything — once an automation is turned on, it works continuously.

Related

• Appointment Reminders — detailed guide to reminder configuration
• Review Requests — how review request flows work
• Reactivation Campaigns — re-engaging dormant clients
• Notification Preferences — controlling notification channels and AI behavior