# Automatic client messages and reminders > What Lilo sends clients about their appointments, how to turn reminders on or off, and how to check whether a message went out. Source: https://heylilo.co/help/messages/automatic-client-messages 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 get | Message | When Lilo sends it | |---|---| | Confirmation | Right after the appointment is booked | | 24-hour reminder | About 24 hours before the appointment | | 2-hour reminder | About 2 hours before the appointment | | Rescheduled | When the appointment moves to a new time | | Cancelled | When the appointment is cancelled | | Missed appointment | When you [mark a no-show](https://heylilo.co/help/calendar/check-in-and-statuses) | 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](https://heylilo.co/help/calendar/book-an-appointment) and [Change, reschedule, or cancel an appointment](https://heylilo.co/help/calendar/change-or-cancel). ## Turn reminders on or off 1. Go to [**Settings** → **Notifications**](https://app.heylilo.co/dashboard/settings?tab=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 off 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 sent 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 works - 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](https://heylilo.co/help/booking/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](https://heylilo.co/help/clients/clients-list) 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](https://heylilo.co/help/clients/client-profile). - These switches don't change [form reminders](https://heylilo.co/help/forms/send-and-require-forms) or [marketing emails](https://heylilo.co/help/marketing/automations). 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](https://heylilo.co/help/messages/credits). - Until your [business texting number](https://heylilo.co/help/messages/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 questions ### Why didn't a client get a reminder? 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](https://heylilo.co/help/getting-started/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? 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? 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? No. Confirmations, reschedule and cancellation notes, and missed-appointment emails still go out. ### Can I stop Lilo's tips emails? 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.