Booking instructions are the practical notes a customer needs before they arrive: how to find you, where to park, what to bring, how to prepare. Once set, they appear under the heading Before your appointment in the booking confirmation email, the awaiting-payment email and every reminder email, inside the calendar invite attached to those emails, on the confirmation screen after booking, and on the customer's manage-booking page. Markdown is supported for headings, lists, bold text and links.
Account-wide instructions
The account default applies to every service that does not have its own instructions. This is the right place for anything true of your whole business: the address details a maps link cannot convey, the parking situation, the door to use.
- 1
Go to Defaults settings
Click Defaults in the sidebar and scroll to the Booking instructions card, just below Booking terms. - 2
Write your instructions
Type into the editor. Use##for headings,-for lists,**bold**for emphasis, and standard link syntax. The counter shows how much of the 2,000 character limit you have used. Short and scannable works best: customers read this on a phone, often on the way to you. - 3
Preview before saving
Click Preview to see the rendered text. Switch back to Edit to keep changing it. - 4
Save
Click Save in the save bar. The new text is used from the next email sent, including reminders for bookings that already exist.
Existing bookings pick up changes
Unlike booking terms, instructions are not frozen onto the booking. If you move premises or change the parking arrangement, update the text once and every reminder sent after that carries the new version.Per-service instructions
Each service can replace the account text with its own, or switch instructions off entirely. Open the service and look for the Booking instructions card in the Booking rules section, next to Booking terms.
- Toggle OFF: the service uses the account default.
- Toggle ON with text: this text replaces the account default for the service. Useful for a home-visit service ("we come to you, please have the pet's vaccination card ready") or a service in a different room or building.
- Toggle ON with the editor empty: nothing is shown for this service even though the account has instructions. Use this for online consultations so customers are not sent directions to a practice they will not visit.
Where customers see it
The same text appears in every place a customer looks at an upcoming appointment:
- Confirmation email, awaiting-payment email and reminder emails, as a "Before your appointment" section below the booking details.
- Calendar invite (the .ics attached to those emails), in the event description, so directions are in their calendar on the day.
- Confirmation screen on your booking page, straight after they book.
- Manage-booking page, the link in every email and the button on every WhatsApp message.
WhatsApp messages
WhatsApp confirmations and reminders use fixed, Meta-approved templates and cannot carry free text. Every WhatsApp message includes a button to the manage-booking page, which shows the instructions, so customers who only read WhatsApp are one tap away from them.Address and map link are separate
Your business address and a map link are shown from the Contact details card under Branding (Pro). Booking instructions are for what an address cannot say: the gate code, the parking, which entrance, what to bring. Use both together.