Customizing Acuity notification email templates

Personalize your client email notifications with customized templates.

Customize email templates to send different messages for different appointment types, to turn certain email notifications off for certain appointment types, or to make your email notifications match the rest of your branding.

When your clients get automated email notifications, the content is based on your template, with updated appointment-specific and client-specific information pulled into the message automatically.

Most email notifications start with a default template that's ready to use, and some transactional notifications can’t be customized.

Customized templates are a great way to communicate anything from driving directions to refund policies.

Customers on a trial plan or the legacy free plan can’t customize these notifications.

Note: The instructions below include links to Acuity settings separated by the kind of account you use to log into Acuity. Which kind of account do I have?

Edit email templates 

To open an email template for editing:

1. Open the Email Settings panel: I log in with an Acuity account | I log in with a Squarespace account.
2. In the left menu, click the type of email you want to edit. If you have multiple emails of the same type, like Reminders or Follow-ups, click the label for the email you want to edit. 

Content you can edit

You can change the following email template elements:

• Use the Email subject field to edit the subject line. You can use both text and tags here.
• Click the text field to edit the message body. Type to add text, or use the editing toolbar to add images, buttons, and tags. You can also use the toolbar to change the font, formatting, and color. Click the </> symbol to edit the message body's HTML.
• Edit existing buttons by clicking the button, then Edit. You can change what the button says and the link it leads to. To delete an existing button, highlight its text, then press the Delete key.
• After you’re done making changes, click Save template.

Add appointment information with tags

You can add tags to an email template to pull in appointment information, like a client's name, the appointment date, or the appointment type description. Email templates also use tags that pull in your client's intake form responses. You can enter tags manually, or click the Insert field and choose a tag from the list.

Replace calendar invitations

By default, confirmation and reminder email templates include calendar buttons your clients can use to add their appointments to their calendars.

If you've removed these buttons, you can add them back using the Add Button dropdown menu. You can also use tags to add calendar invitations that take the form of links instead of buttons.

It's not possible to customize the content of these invitations. If an appointment is rescheduled, your client will need to add the updated event information to their calendar using the invitation in their rescheduling email.

Content limitations

• Images added to email templates need to be .jpg, .gif, or .png, and the file size limit is 1.5 MB.
• Email templates don’t support attachments. This helps keep your emails from being marked as spam. Instead, add the content to a page on your site and link to it.
• Email templates don’t support CSS.
• Email templates can't be renamed. The names are for internal use only, and clients aren't shown the template names.

Revert to the default template

To go back to the default template, open the template for editing, then click Use the default template in the bottom-right corner. Click OK to confirm. This permanently deletes the customized template.

Customize templates by appointment type

You can customize many of your automated emails differently for each appointment type. You can do this by creating multiple templates for one email and specifying which template goes with each of your appointment types.

It's not possible to have more than one template for the following: 

• Package/Gift Certificate Order notifications
• Subscription Paid notifications
• Subscription Canceled notifications

Create multiple templates

To add another template to a client email:

1. Open the Email Settings panel: I log in with an Acuity account | I log in with a Squarespace account.
2. In the left menu, click the email you want to create a new template for. If you’re adding a template to a reminder or follow-up email, use the labels near the top of the panel to pick the reminder or follow-up you want.
3. Click Add new template.
4. Check the appointment types that should be assigned to your new template, then click Select in the top-right.
5. Edit your new template to add content.

Move appointment types

To change which template clients recieve when they book an appointment type:

1. Open the Email Settings panel: I log in with an Acuity account | I log in with a Squarespace account.
2. In the left menu, click the email you want to create a new template for. If you’re adjusting a reminder or follow-up email, use the labels near the top of the panel to pick the reminder or follow-up you want.
3. Find the appointment type name, then click and drag it to the template it should use.

Delete a template

To delete a template:

1. Remove all appointment types from the template group.
2. Click Remove this template.

Stop sending email notifications

You can stop sending email notifications for any or all of your appointment types. To stop sending an email notification for a specific appointment type:

1. Open the Email Settings panel: I log in with an Acuity account | I log in with a Squarespace account.
2. Click the type of email you want to stop sending.
3. Click and drag the name of the appointment type into the Inactive types box.

Note: Disabling an email notification for clients will disable the same notification for you and your staff.