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Appointment reminders
Klixey sends a small set of reminder emails before each confirmed appointment. They cut no-shows, save you from chasing people, and give the customer one easy place to find the join link or address when the session starts.
Quick answer
Once you confirm a booking, Klixey schedules reminders to land 24 hours, 2 hours, and 10 minutes before the session. The customer always gets them. You can get them too — see Emails (creators) for which are on by default. Cancelling or rescheduling adjusts the reminders automatically.
What Klixey sends, when
| When | Customer gets | You get |
|---|---|---|
| 24 hours before | A reminder with the appointment title, time, location, and a Manage booking link. | Optional — see Emails (creators) for the default. |
| 2 hours before | A shorter reminder with the same details. | Optional. |
| 10 minutes before | A "starting soon" nudge with the join link (if it's a video call). | Optional. |
The times are measured from the session start, in the customer's timezone.
What triggers reminders
Reminders are scheduled around the booking's lifecycle. The three things that matter:
- Confirming a pending booking schedules the reminders. (Or, for free bookings auto-confirmed at checkout, they're scheduled at that moment.)
- Cancelling a booking removes any pending reminders. The customer won't get a reminder for a session that's not happening.
- Rescheduling recalculates the timing — old reminders are dropped and new ones are scheduled around the new time.
You don't have to manage any of this by hand. It happens automatically when you act on the booking from the calendar.
Manual bookings get reminders too
A manual booking created with status Confirmed is treated exactly like a customer-initiated one. The same reminders are scheduled. If you take an in-person booking at a coffee shop and create it manually later, the customer still gets the 24h, 2h, and 10m reminders.
What's in a reminder
Every reminder contains:
- The appointment title ("30-min discovery call")
- The date and time, in the customer's timezone
- The location — either your custom text, your Zoom link, or a Google Meet link
- A Manage booking button so they can cancel or reschedule if they suddenly can't make it (provided you've allowed that — see Customer self-service for bookings)
The 10-minute reminder is intentionally short — it's the one that arrives right before the session, when the customer just needs the link or the address. If you've used Google Meet or Zoom for the location, that link is the most prominent thing in the email.
What customers see across the whole flow
If you put it all together, here's what a customer experiences for a paid appointment they booked a week out:
| Moment | |
|---|---|
| Right after booking | Booking confirmation (with the calendar invite) |
| 24 hours before | Reminder |
| 2 hours before | Reminder |
| 10 minutes before | "Starting soon" reminder |
For bookings inside the 24-hour window when they're confirmed, only the reminders that still make sense will fire. A booking confirmed 90 minutes before the session won't get a 24h reminder (the window's already passed) but will still get the 2h and 10m ones.
Reminders for you
You can also get your own reminders before each session. They're useful if you live in your email and don't want to keep checking the calendar. They're optional — see Emails (creators) for which ones are on by default and how to change that.
What if a reminder doesn't arrive
The reminders go out through Klixey's email infrastructure — see How notifications work for the general picture. Most issues land in one of two buckets:
- Customer's spam folder. If a customer says "I didn't get the reminder," ask them to search their inbox (including spam) for the appointment title or your store name. Klixey sends from your store's branded sender, so the search should land it.
- Customer's email server rejected it. Some corporate email systems flag outside reminders aggressively, or the customer has a typo in the address they booked with. You can see the email address on the booking panel — confirm it looks right and ask the customer to add your store's sender to their contacts.
If reminders are failing across the board (e.g. nobody is getting them), check Status and the troubleshooting guide. In the unlikely event of a wider issue, that's where it'll be flagged.
A note on timezones
The times in the reminder are in the customer's timezone, not yours. A customer in Paris booking a session you're hosting from Toronto sees "Tomorrow at 18:00 CET", not "Tomorrow at 12:00 EDT". This is the same logic as the booking calendar itself — see the timezone setting.
You don't have to do anything for this to work — the customer's browser tells us their timezone when they book.
Related
- Setting up an appointment product — including timezone and minimum notice.
- Managing bookings — the actions that trigger reminders.
- Customer self-service for bookings — the Manage button in each reminder.
- How notifications work — the general picture for email and in-app alerts.
- Emails (creators) — what arrives in your inbox.
- Troubleshooting — if reminders aren't arriving.