Automatic client messages and reminders

Lilo emails your clients about their appointments. They get a confirmation when they book, reminders before the visit, and a note if the appointment moves or is cancelled. You choose which reminders go out.

Clients who've agreed to texts get each message by text and by email.

What clients getCopy Anchor Link

A client gets these emails when they have an email address and Email notifications is on in their profile.

They get texts when they have a phone number and SMS notifications is on. There's no text for a missed appointment.

When a client books or cancels online, Lilo sends the message. When you or your team book, move or cancel an appointment, Notify client decides whether the client hears about it. See Book an appointment and Change, reschedule, or cancel an appointment.

Turn reminders on or offCopy Anchor Link

1. Go to Settings → Notifications.
2. Under Appointment reminders, turn 24-hour reminder or 2-hour reminder on or off.

Changes save right away and apply to every client.

Each switch covers both the email and the text, so you can't send a reminder by text only.

In the Lilo app, go to More → Business Settings → Notifications. The switches work the same way.

Turn texts on or offCopy Anchor Link

1. Go to Settings → Notifications.
2. Turn Send text notifications off or on.

While it's off, Lilo doesn't send appointment texts to clients or your team, including texts that were already waiting to go out. Emails and email reminders keep going. Texts Lilo skips while it's off aren't sent later.

Turning texts off doesn't change any client's own text settings. When you turn them back on, clients who agreed to texts get them again.

In the Lilo app, the switch is in More → Business Settings → Notifications.

See what was sentCopy Anchor Link

1. Go to Settings → Notifications and scroll down to Delivery log.
2. To narrow the list, choose a channel from All channels and a status from All statuses.

The newest messages are at the top, 20 to a page. Each row shows the message, how it was sent, who it went to, its status and when. Messages to your team have a Staff label. Lilo hides most of each email address and phone number.

What the statuses mean:

• Pending or Processing: it's on its way.
• Sent: Lilo handed it off for delivery.
• Delivered: the delivery service confirmed it arrived.
• Failed: it couldn't be delivered. The reason shows under the status.
• Skipped: Lilo didn't send it. The reason shows under the status, like the client turned off notifications or the appointment was cancelled.

The delivery log is only on the web.

How it worksCopy Anchor Link

• Lilo sends each reminder within about 15 minutes of its time. It only reminds clients about booked or confirmed appointments that haven't started.
• Lilo skips a reminder that would arrive less than about an hour after the booking, or after a reschedule notice. So a client who books 20 hours ahead doesn't get the 24-hour reminder.
• If you move an appointment, the client gets reminders for the new time, even if they were reminded about the old one. A cancelled appointment gets no more reminders.
• For a recurring series, the client gets one confirmation, for the first visit. The confirmation email says how often the series repeats. Every visit still gets its own reminders.
• Confirmation and reminder emails include your Policy Text from Settings → Booking Page (see Booking page settings). Confirmations also have links to add the appointment to a calendar and to view or manage it.
• The 24-hour reminder email has a Cancel appointment link, unless the appointment is already closer than your Required Notice. With No restrictions, the link always shows. With Contact to cancel, it never does. The 2-hour reminder email has no cancel link.
• Lilo doesn't send automatic messages to blocked or archived clients, or to an email address that bounced.
• Confirmation and reminder emails have an unsubscribe link. A client who uses it stops getting appointment emails. If they want them again, turn Email notifications back on in Edit Details on their profile. See The client profile.
• These switches don't change form reminders or marketing emails. Those have their own settings.

• The unsubscribe link in an email turns off both the client's appointment emails and texts.
• A client who texts STOP gets no more texts until they text START.
• Texts use SMS credits. See Message and AI credits.

• Until your business texting number is live, Lilo sends appointment texts from its own shared number and adds "Sent by Lilo." at the end. Once your number is live, texts come from it.

Common questionsCopy Anchor Link

Why didn't a client get a reminder?Copy Anchor Link

Usually it's one of these:

• That reminder is turned off in Settings → Notifications.
• They booked less than about an hour before the reminder was due.
• They have no email address, or Email notifications is off on their profile.
• They're blocked or archived, or their email bounced.
• The appointment was cancelled.
• Your client messages are paused until you go live after switching from another platform. See Switch to Lilo.

For texts, also check that:

• they have a phone number and SMS notifications is on
• they haven't texted STOP
• Send text notifications is on

The Delivery log shows whether Lilo sent it, and why it skipped a message.

Can I change what the messages say?Copy Anchor Link

No. Lilo writes them for you. Your Policy Text is the part you control.

Can I send a reminder at a different time, like 48 hours before?Copy Anchor Link

No. Lilo has two reminders, 24 hours and 2 hours before the appointment. You can turn each one on or off.

Does turning off reminders stop confirmations?Copy Anchor Link

No. Confirmations, reschedule and cancellation notes, and missed-appointment emails still go out.

Can I stop Lilo's tips emails?Copy Anchor Link

Yes. In Settings → Notifications, under Emails from Lilo, turn off Tips and updates. That stops Lilo's tips emails to the account owner. Account and billing emails still arrive. If the owner unsubscribed from a tips email, turn the switch back on to get them again.