Sending automated follow-up emails

Send emails after your client’s appointment ends.

Send your clients an email after appointments to thank them, ask for feedback, or offer discounts for future appointments.

The number of follow-up emails you can send depends on your Acuity plan:

• Starter or Emerging plan - one follow-up email per appointment
• Standard or Growing and Premium or Powerhouse plans - up to six follow-up emails per appointment

In the Follow-ups panel, use the tabs to navigate between the different reminder emails:

Each follow-up email starts with a blank template. Follow the steps for customizing email templates to add content. 

Learn more about Acuity notifications and the other client emails you can send. 

Add a follow-up email

To add a follow-up email:

1. In Acuity, click Client Emails.
2. Click Follow-ups.
3. Click Customize Follow-up emails.
4. Follow the steps to customize an email template.

Delete a follow-up email

Deleting a follow-up email deletes the template used to generate the emails. To stop sending a follow-up email temporarily but reuse your template, follow the steps below.

To delete a follow-up email template:

1. In Acuity, click Client Emails.
2. Click Follow-ups.
3. Click the label for the follow-up email you want to delete.
4. Click Disable this follow-up, then click Remove.

Pause a follow-up email

To stop sending a follow-up email and save your template:

1. In Acuity, click Client Emails.
2. Click Follow-ups.
3. Click the label for the follow-up email you want to pause.
4. Drag all appointment types to the Inactive types box.

To unpause the email, drag the appointment types out of the Inactive types box.

Change follow-up email timing

To change when a follow-up email is sent:

1. In Acuity, click Client Emails.
2. Click Follow-ups.
3. Click the label for the follow-up email you want to adjust.
4. Edit the Send this follow-up field. To send intervals less than a day, use decimal points. The minimum interval is 0.01 days, or about 14 minutes. The maximum interval is 365 days.
5. Click Save template.

Note: Follow-up emails aren’t sent until a Class Series ends.

Send follow-ups only to clients without upcoming appointments

You can opt to send follow-up emails only to clients who don’t have another appointment scheduled with you. This setting is off by default.

If you're sending more than one follow-up email, this setting will apply to each email. The follow-up emails will continue to be sent until the client books an appointment. 

To send follow-up emails only to clients without upcoming appointments:

1. In Acuity, click Client Emails.
2. Click Follow-ups.
3. Select Only send follow-up if the client doesn't have any upcoming appointments. 
4. Click Save settings.

Follow-up surveys

If you want your clients to fill out a survey after their appointments, follow-up emails are a great fit.

While it’s not possible to create a survey in Acuity, you can edit your follow-up template to link to a survey you’ve created in another service, such as Google Forms or Wufoo.

Canceled and no-show appointments

Follow-up emails aren't sent for appointments that have been canceled or marked as no-shows. If you cancel an appointment or mark it as a no-show after the follow-up email has been sent, it won't be recalled or erased.

Who gets follow-up emails

Follow-up emails go only to your clients. You can't send follow-up emails to yourself or your staff. This includes copying yourself.