Booking Confirmation Email
When a customer books through one of your AI receptionist channels, MaidCentral automatically sends a booking confirmation email. This gives the customer immediate reassurance that their appointment is confirmed, without requiring any manual action from your team.
This feature requires the AI Receptionist feature to be enabled for your company. If you are not using MaidSense AI receptionist channels, booking confirmation emails do not apply.
When Confirmation Emails Are Sent
A booking confirmation email is triggered automatically when all three conditions are met:
- A new customer record is created in MaidCentral.
- The customer came through an AI receptionist channel.
- The customer has an email address on file.
AI Receptionist Channels
Only customers created through these lead sources receive automatic confirmation emails:
| Channel | Description |
|---|---|
| AI Receptionist | MaidSense AI chat receptionist |
| Web Widget | Website booking widget powered by MaidSense |
| SMS Receptionist | MaidSense SMS-based booking |
| Voice Receptionist | MaidSense voice-based booking |
Customers created through other sources (phone calls, manual entry, referrals, etc.) do not receive automatic booking confirmations. Your team can still send confirmations manually for those customers.
What the Email Contains
The confirmation email uses your company's Booking email template (Template Type 4). The email is personalized with merge fields that pull real data from the customer record and their first scheduled job.
Available Merge Fields
| Merge Field | Description | Example |
|---|---|---|
C_FIRSTNAME | Customer first name | Jane |
C_LASTNAME | Customer last name | Smith |
C_FULLNAME | Customer full name | Jane Smith |
SC_COMPANYNAME | Your company name | Sparkle Cleaning Co. |
SC_PHONE | Your company phone number | (555) 123-4567 |
SC_EMAIL | Your company email | [email protected] |
SC_WEBSITE | Your company website | www.example.com |
JOB_DATE | First scheduled job date | Wednesday, April 8 |
SS_TYPEDESC | Service type description | Standard Cleaning |
JOB_STARTTIME | Scheduled start time | 9:00 AM |
JOB_ENDTIME | Scheduled end time | 11:30 AM |
CURRENTDATE | Today's date | April 01, 2026 |
CURRENTYEAR | Current year | 2026 |
Job times are automatically converted to your company's local timezone before being placed in the email. You do not need to worry about UTC offsets.
How to Customize the Template
The booking confirmation uses your existing Booking email template. To customize it:
- Go to Settings > Email Templates.
- Find the template with Type Booking and Medium Email.
- Edit the subject line and body using any of the merge fields listed above.
- Save your changes.
All future booking confirmations will use the updated template immediately. There is no need to restart or redeploy anything.
Template Design Tips
- Keep the subject line clear and direct (e.g., "Your
##SS_TYPEDESC##appointment is confirmed"). - Include the job date and time prominently so the customer knows when to expect their team.
- Add your company phone number and email in case the customer needs to reschedule.
- Keep the email concise -- customers coming from AI channels expect quick, automated communication.
Graceful Degradation
The booking confirmation system is designed to never interrupt the booking process. If anything goes wrong with the email, the booking itself completes successfully.
| Scenario | What Happens |
|---|---|
| No email on file | Confirmation is skipped silently. The booking completes normally. |
| No Booking email template configured | Confirmation is skipped. A warning is logged for administrators. |
| The job is not created yet | The email shows "TBD" for the job date and leaves the times blank. The customer still receives a confirmation. |
| Email delivery failure | The booking completes normally. The failure is logged but does not affect the customer record. |
| Non-AI lead source | No confirmation is attempted. Standard booking flow applies. |
This means you can safely enable AI receptionist channels without worrying about email failures blocking customer creation.
Frequently Asked Questions
Can I disable automatic booking confirmations?
The feature is tied to your AI receptionist configuration. If you disable the AI Receptionist feature, no AI-channel bookings occur, so no automatic confirmations are sent. There is no separate toggle for the confirmation email alone.
Do manual bookings also send confirmation emails?
No. Only bookings that originate from AI receptionist channels trigger the automatic confirmation. For manually created customers, use your existing communication workflows to send confirmations.
What if the customer books multiple services?
The confirmation email references the customer's most recently scheduled job. If the booking creates multiple jobs, the email shows the details for the latest one by date.
Can I see if the confirmation was sent?
Confirmation emails are logged in the system. Administrators can check the application logs for entries tagged with "BookingConfirmation" to verify delivery.
Related Articles
- MaidSense Identity and Personality -- Configure how MaidSense AI communicates with customers
- AI Credit Usage -- Understand how AI features consume credits
- Purchasing AI Credits -- Add credits for AI receptionist usage