The automatic notifications Citauno sends today: when they fire, who gets them, and what you can configure.
This is the reference for every notification Citauno sends today. If a message isn’t on this page, it doesn’t exist: there are no other templates hidden away or waiting to be switched on.
How to read this page
Two rules explain almost everything:
Email is the main channel. Received, confirmed and cancelled travel by email only.
WhatsApp is only the reminder. It’s the only message sent automatically over WhatsApp, and the only one that uses credits.
On top of that, an email to the customer is only sent if the customer has an email on file. A guest booking with no address gets none; in WhatsApp → History that booking shows as skipped for having no email.
Notifications to the customer
We got your booking
Detail
Value
When
When the booking is created. It’s also re-sent on a reschedule, so the event moves in the customer’s calendar.
Channel
Email
Subject
“Your booking at {Business}”
Attachment
An .ics calendar invite, so the appointment adds itself in Google / Outlook / Apple.
Contains
Date and time in the customer’s timezone, services, professional, booking code, total, and a “View my booking” button.
If the booking is pending
Adds a note that the business still has to confirm it.
Can be turned off
No
Booking confirmed
Detail
Value
When
When the booking is confirmed: you confirm it, the customer confirms from the link or the WhatsApp button, or the deposit payment lands.
Channel
Email
Subject
“Booking confirmed at {Business}!”
Contains
The booking details and a button to view it.
Can be turned off
No
Booking cancelled
Detail
Value
When
When a booking is cancelled or rejected, by whoever cancels it.
Channel
Email
Subject
“Booking cancelled · {Business}”
Attachment
An .ics cancellation, which removes the event from the customer’s calendar.
Contains
The booking details, the reason if one was recorded, and a button to book again.
Can be turned off
No
Appointment reminder
Detail
Value
When
At the lead time configured in WhatsApp → Reminders. By default, 180 minutes (3 hours) ahead.
Channels
Email and/or WhatsApp, per the switches on that same screen.
Email subject
“Reminder: your appointment at {Business}”
Contains
Date, address and reply buttons. On WhatsApp both always arrive: Confirm and Cancel. In the email, Cancel is always there; Confirm shows only if the booking is still pending and isn’t waiting on a deposit. The email also carries a “View booking details” link below.
Cost
The WhatsApp send costs 1 credit. The email costs nothing.
Can be turned off
Yes, channel by channel.
The difference between channels comes from how each message is built. The email is rendered on the spot, so if the booking is waiting on a deposit (or is no longer pending) the Confirm button simply isn’t drawn: confirming would skip the payment. The WhatsApp template, by contrast, is approved by Meta with both buttons fixed and one can’t be dropped for an individual booking: if the customer taps Confirm while the deposit is unpaid, the booking is not confirmed and the acknowledgement replies that it will be confirmed once the deposit arrives.
One reminder is sent per booking. There is no second “2 hours before” reminder. And if the booking was created inside its own lead-time window (less than the configured lead time plus half an hour), none is sent at all: it would be a second message stepping on the confirmation just sent.
WhatsApp acknowledgement after a button tap
Detail
Value
When
When the customer taps Confirm or Cancel on the WhatsApp reminder.
Channel
WhatsApp (a text message, inside the 24-hour conversation window)
Content
Varies with the outcome: confirmed, cancelled, “already confirmed”, “already cancelled”, or “it’ll be confirmed once we receive the deposit” if payment is still outstanding.
Cost
Uses no credits.
Can be turned off
No
Notifications to the team
Calendar invite to the professional
Detail
Value
When
When the booking is created, and again if it’s rescheduled or reassigned.
Channel
Email with an .ics attachment
Subject
“New booking · {Business}”
Who gets it
The assigned professional, if they have an email on file.
Can be turned off
Yes — with the “Email calendar invites” checkbox on the professional’s form (on by default).
Calendar cancellation to the professional
Detail
Value
When
When the booking is cancelled, and also to the previous professional when a booking is reassigned to someone else.
Channel
Email with a cancellation .ics
Subject
“Booking cancelled · {Business}”
Can be turned off
Yes, with the same checkbox above.
New-booking notice to the owner
Detail
Value
When
When a new booking comes in.
Channel
Email
Subject
“New booking at {Business}”
Who gets it
The address set in Settings → New-booking notifications. Leave it blank and it goes to your account email.
Can be turned off
Yes — it’s off by default. Turn it on with “Email me when new bookings come in”.
Invitation to join the team
Detail
Value
When
When you invite someone from Accounts & access.
Channel
Email
Subject
“You’re invited to {Business} on Citauno”
Contains
Who invited them, with which role, what that role can do, and the link to accept.
Can be turned off
No
Administrative notifications (to the owner)
All three go to the business owner’s email, and none can be turned off.
Low WhatsApp credits
Detail
Value
When
When the total balance (free + purchased) falls below the threshold: 10 messages, or 20% of your monthly grant, whichever is larger.
Subject
“Low WhatsApp credits — {Business}”
Frequency
Once per billing period. The alert re-arms when the period renews.
Cancellation scheduled
Detail
Value
When
When you schedule the cancellation of your subscription.
Subject
“Cancellation scheduled — {Business}”
Contains
The effective date and the link to reactivate before it.
Couldn’t reduce your seats
Detail
Value
When
At period renewal, if you asked to reduce seats but have more active professionals than the seats requested.
Subject
“Couldn’t reduce your seats — {Business}”
Contains
How many you asked for, how many you’re using, and what to do to complete the reduction.
Notifications that do not exist
Knowing what isn’t sent is as useful as knowing what is. None of these exist today:
What people often expect
The reality
A reschedule email (“your appointment moved”)
The “We got your booking” email is re-sent with the new details and an updated .ics, which moves the event in the customer’s calendar.
A review request after the appointment
Nothing is sent. If you want reviews, ask for them yourself with your public page link.
A deposit payment request
There’s no separate message. The pay button lives on the booking confirmation screen and on the booking detail inside the customer’s account.
Not sent. Collections are visible on the dashboard’s Payments screen.
An invoice available notice
Not sent. Your invoices live under Subscription → Billing.
A “2 hours before” reminder on top of the main one
There is a single reminder, at the lead time you configure.
What can be configured
Everything configurable amounts to five things, across two screens:
Setting
Where
Reminder by email: yes / no
WhatsApp → Reminders
Reminder by WhatsApp: yes / no
WhatsApp → Reminders
How far ahead the reminder is sent
WhatsApp → Reminders
Email me when new bookings come in, and to which address
Settings → New-booking notifications
Calendar invites for each professional
The professional’s form
What can’t be changed: the wording of the messages, a custom signature, a brand emoji, email subjects, the order of the details, or turning individual notifications on and off. The WhatsApp reminder’s wording is, on top of that, a template registered with Meta under a fixed name, and it isn’t edited from the dashboard.
The look isn’t customizable either: emails go out with Citauno’s identity, not your logo or brand colour. Your business name does appear, in the subject and in the body of every message.
The language of each notification
Every customer gets their notifications in their language, not yours. The language is resolved in this order:
The language the customer booked in (stored on the booking).
The language set on their account, if they have one.
The business owner’s language.
Spanish, as a last resort.
Language
Locale
Spanish
es
Portuguese
pt
English
en
Emails to the professional and the owner are the exception: they go in that person’s language and on the business’s clock, because those readers run the shop’s day, not the customer’s.
Common problems
Symptom
Cause
Fix
The customer says “I got no email”
They booked as a guest without an address, or it went to spam
Look the booking up in WhatsApp → History: it records when the email was skipped for a missing address
The WhatsApp reminder never arrived
No credits, customer without a phone number, or a last-minute booking
History says exactly which of the three
The professional isn’t getting calendar invites
No email on file, or the checkbox is off
Check their form
I’m not told about new bookings
The owner notice ships off by default
Turn it on in Settings → New-booking notifications
I want to change the wording of an email
It isn’t configurable
Tell us what you need — wording changes are made on our side
