Notification Settings
When an appointment is created, confirmed, canceled, or rescheduled, Dolyu automatically notifies the customer and the assigned staff member. When you collect a payment or issue a refund in the dashboard, Dolyu also notifies the customer of the amount, except for walk-ins. You can't turn off these notifications by type. You can only change the channels they're sent on. When you create, confirm, reschedule, or cancel an appointment in the dashboard, there's a Notify customer switch. It's on by default. Turn it off to skip notifying the customer this one time; staff are still notified. Customers aren't notified about appointments whose time has already passed, and the switch doesn't appear for them:
- Creating an appointment or using "Rebook": On the create screen. Later reminders are sent as usual.
- Confirming, rescheduling, and canceling: In the confirmation dialog (see Confirm, Cancel & Reschedule).
To keep customers from getting duplicate or outdated emails, Dolyu skips or combines emails in these cases. LINE messages are still sent right away.
- The customer has linked LINE and the LINE message was sent: No email is sent for that same notification. The email is sent only if the LINE message wasn't. Payment, refund, points, and online meeting link notifications are still sent by email.
- Online bookings that need your confirmation: No email is sent when the customer submits the booking. The customer gets a confirmation email when you confirm it, or a cancellation email if you decline it.
- Several changes to the same appointment within 3 minutes: Only the email for the latest confirmation, reschedule, or cancellation is sent.
- A confirmation or reschedule email was sent within the last 3 hours: The reminder email for the same time isn't sent.
- An appointment created in the dashboard is canceled before the customer got any notification about it: No cancellation email is sent.
- The appointment time has already passed: Customers aren't notified when you add, confirm, reschedule, or cancel an appointment that has already started. For multi-slot appointments, this applies only when all slots have started.
You can turn appointment reminders and rebooking reminders on or off and set their timing separately. See "Turn on appointment reminders and rebooking reminders" below.
In this guide
- Choose which channels you receive notifications on
- Learn how the channels customers can adjust differ from yours
- Check a customer's email and LINE notification status in the appointment details
- Turn on appointment reminders and rebooking reminders, and set their timing
Set your own notification channels
Open the Notifications tab in your profile
In the avatar menu, click Profile, then click the Notifications tab.
Turn on the channels you want
1 Each of the four channels has its own toggle: Browser push, In-app, Email, and LINE message. Changes apply right away. If your business has set up a LINE Official Account, the LINE notification link status is listed below the toggles. If it isn't linked, click Connect now.
Note
Browser push notifications go only to the device you're currently signed in on. After you sign out, that device stops receiving them. On iPhone and iPad, add the dashboard to your home screen before you turn on push notifications (see Install Dolyu as an App).
What the channel toggles do
- All on by default: All four channels start out turned on. You don't get notifications on channels you turn off, except for the always-emailed notifications below.
- Appointment notifications and tips: These go to every channel that's on. Each tip email includes an unsubscribe link.
- Always emailed: "Payment failed"; subscription paused, expired, or canceled; "Trial expiring soon"; role changes, ownership transfers, and account closure; LINE message quota running out; and LINE notification link changes. These are emailed even if you turn off Email.
Appointment notifications for staff
- Who gets them: The staff member assigned to the appointment. For appointments that don't need a staff member ("No staff needed"), the Owner and Admins are notified instead. When a customer cancels, the Owner is also notified. You aren't notified about appointments you confirm, reschedule, cancel, or mark as no-show yourself.
- No-shows: When an appointment is marked as a no-show, only the assigned staff member is notified, not the customer. When you mark several no-shows at once while taking attendance on the calendar, each staff member gets one summary notification.
- Booking form answers: When a customer books online and the appointment is still Pending, the "New appointment" email to the staff member includes the answers from your Booking Forms. Other notifications don't include them, so view the answers in the appointment details.
- The appointment time has already passed: When you add, confirm, reschedule, or cancel an appointment that has already started, staff members only get an In-app notification. For multi-slot appointments, this applies only when all slots have started.
- No duplicate emails: A staff member who already got the "New appointment" email doesn't get a confirmation email when someone else confirms the appointment later. A staff member who already got an email about the appointment doesn't get the reminder by email. Push, LINE, and in-app notifications are still sent.
Channels customers can adjust
Under "Profile" on the booking page, customers can choose only Email and LINE message. Like you, they can't turn off individual notification types.
Check a customer's notification status
Open the customer (from the customer list, or View customer on the customer card in the appointment details). In the "Contact & notes" card, the label next to the email 1 shows its status. Click it to see the next step:
- Email: Not provided means there's no email address. You can add one to the customer's record. Not confirmed means the email was added or changed in the dashboard. Emails are sent only after the customer signs in with a verification code, Google, or LINE. Confirmed means the customer has signed in, or entered this email when booking on their own.
- LINE: Listed only when LINE Official Account notifications are turned on. If it shows Not linked, the customer can tap Receive booking notifications on LINE on the booking confirmation page or in "My account" to link it. Signing in with LINE isn't the same as being linked. Blocked means the customer blocked or deleted your Official Account. They won't get LINE notifications until they add it as a friend again.
The label shows only the status of the customer's record. It doesn't mean a notification was delivered. When you confirm or cancel an appointment and the customer might not receive the notification, the confirmation dialog also tells you.
Turn on appointment reminders and rebooking reminders
Turn on appointment reminders
Go to Settings → Booking settings and find the "Appointment reminders" section. Turn on Enable appointment reminders 1, then set the number of hours for Reminder timing 2. To send one more reminder closer to the appointment time, turn on Add a final reminder 3. The final reminder also notifies the staff member.
Turn on rebooking reminders
On the same page, find the "Rebooking reminders" section. Turn on Enable rebooking reminders 1 and set Days after completion 2. If you leave Custom message 3 blank, the default message is used. When you're done, click Save changes at the bottom of the page.
Customer replies and self-cancellation
Emails to customers are sent from a system address, and the sender name shows your business name.
- Reschedule and cancel: Below "View appointment", the email shows "Reschedule" and "Cancel appointment" buttons or asks the customer to contact you directly, depending on your Cancellation / reschedule deadline, Reschedule limit, and Public booking page settings. Customers don't need to sign in. The buttons work for 30 days after the email is sent, or until 7 days after the appointment ends if that is later. After that, the customer signs in first and then returns to the appointment.
- Paid appointments (including deposits): The email has no cancel button and asks the customer to contact you to cancel. Rescheduling works as usual.
- Address: Booking created, confirmed, rescheduled, and reminder emails show your address below the appointment time, and "Get directions" opens a map. Other emails show it in the contact section at the bottom of the email.
- Contact section: The bottom of the email lists any phone number, LINE, and email you've entered in your General settings, so customers can reach you in one tap. If none are filled in, a link to your booking page appears instead.
- Customer replies: Replies go to the email you entered in Settings → General, and the email says that replies go to you. If you haven't entered one, customers can't reply and can only use the other options in the contact section.
Add to calendar
Appointment creation, confirmation, reschedule, and reminder emails to customers include "Add to Google Calendar", "Add to Apple/Outlook calendar", and "Get directions" links below the buttons.
These are one-way add-to-calendar links. There's no two-way sync with Google Calendar.
Common questions
Why didn't a customer get an email notification?
Common causes: (1) The customer doesn't have Email selected as a channel. (2) The customer unsubscribed from this type of email, or the address is invalid because an earlier email bounced. (3) The customer was created in the dashboard, or their email was changed in the dashboard, and they haven't signed in with Google, LINE, or a verification code yet. (4) The customer has linked LINE, and this notification was already sent by LINE. The Customer notifications card in the appointment details shows the current status. Also ask the customer to check their spam folder.
What should I do if LINE notifications aren't arriving?
First check that LINE message is selected as a channel and that you've completed the LINE Official Account integration (see LINE Official Account Integration). To see whether the customer has linked LINE to your business or blocked your Official Account, check the Customer notifications card in the appointment details.
Do reminders follow the new time after a reschedule?
Yes. Reminders are sent based on the new appointment time. If the new time is already within the reminder window, Dolyu skips that reminder instead of sending it late.
Can I set a different rebooking reminder message for each service?
No. Rebooking reminders use a single message (leave it blank to use the default). You can't set different messages for each service.
Troubleshooting
| Issue | Cause and fix |
|---|---|
| A customer didn't get a notification for an appointment created in the dashboard | Creating an appointment or using "Rebook" in the dashboard doesn't notify the customer by default. The notification is sent only if you turn on Notify customer when creating it |
| A customer didn't get a reschedule notice | Notify customer was turned off when you rescheduled in the dashboard. The staff member is still notified |
| I'm not getting in-app notifications | Check that In-app is turned on in the Notifications tab of your Profile |