Citauno sends automatic notifications at various points in a booking’s life cycle. This is the complete reference for which message is sent, when, to whom, and with what content.
Enable / disable each notification
- Settings → Notifications.
- You’ll see a list with each type of notification.
- For each one, you turn the channels on or off: email, WhatsApp.
Some critical notifications (booking confirmation) can’t be disabled — the customer needs to know they booked. Others (24h reminder, 2h reminder) are optional.
Customer notifications
Booking confirmation
| Detail |
Value |
| When |
When the booking is confirmed (can be immediate in automatic mode, or after manual acceptance). |
| Channels |
Email + WhatsApp |
| Email subject |
“Your booking is confirmed! · {Business name}” |
| Available variables |
{client_name}, {business_name}, {service_name}, {date}, {time}, {professional_name}, {location_name}, {location_address}, {price}, {cancellation_policy} |
| Attachment |
An .ics file to sync with Google Calendar |
| Can be disabled |
No |
Reminder 24 hours before
| Detail |
Value |
| When |
24 hours before the appointment. |
| Channels |
Email + WhatsApp |
| Subject |
“Reminder: your appointment at {Business} tomorrow at {time}” |
| Variables |
Same as the confirmation, + {cancel_link} |
| Can be disabled |
Yes (channel by channel) |
Reminder 2 hours before
| Detail |
Value |
| When |
2 hours before the appointment. |
| Channels |
WhatsApp only (no email) |
| Message |
“Hi {client_name}! We’ll see you at {business_name} in {hours} hrs. If anything comes up, let us know right here 💛” |
| Can be disabled |
Yes (default: disabled) |
Cancellation
| Detail |
Value |
| When |
When a booking is cancelled. |
| Channels |
Email + WhatsApp |
| Subject |
“Your booking at {Business} was cancelled” |
| Variables |
{client_name}, {business_name}, {service_name}, {date}, {time}, {cancellation_reason}, {refund_amount} (if the deposit was refunded) |
| Can be disabled |
Yes (recommended to keep it on) |
Reschedule
| Detail |
Value |
| When |
When a booking’s date/time is changed. |
| Channels |
Email + WhatsApp |
| Subject |
“Your booking at {Business} was moved to {new_date}” |
| Variables |
{client_name}, {old_date}, {old_time}, {new_date}, {new_time}, {reason} (optional) |
| Can be disabled |
Yes (not recommended) |
Deposit payment request
| Detail |
Value |
| When |
Only in deposit mode — at booking time, before confirming. |
| Channels |
Email + WhatsApp |
| Message |
“To confirm your booking, pay the {amount} deposit. You have {deadline} to do so.” |
| Variables |
{amount}, {deadline}, {payment_link} |
| Can be disabled |
No |
Deposit payment confirmation
| Detail |
Value |
| When |
When the deposit payment is received. |
| Channels |
Email + WhatsApp |
| Message |
“We received your payment! Your booking is confirmed. Balance due on the day of the appointment: {balance}.” |
| Can be disabled |
No |
Cancellation refund
| Detail |
Value |
| When |
When a deposit refund is processed. |
| Channels |
Email |
| Message |
“We received your cancellation. We’ll refund you {amount} within {N} days.” |
| Can be disabled |
No |
Review request
| Detail |
Value |
| When |
24 hours after marking the booking as completed. |
| Channels |
WhatsApp (default), Email (optional). |
| Message |
“Hi {client_name}! How was your visit with {professional_name}? We’d love for you to leave a review.” |
| Variables |
+ {review_link} |
| Can be disabled |
Yes |
Team notifications
New booking (to the owner)
| Detail |
Value |
| When |
When a new booking comes in (online or manual). |
| Channels |
Email only |
| Subject |
“New booking: {client_name} - {service_name}” |
| To whom |
The email configured in Settings → Owner notifications → Notification email (default: the account email) |
| Can be disabled |
Yes |
Calendar invitation to the professional
| Detail |
Value |
| When |
When a booking is confirmed. |
| Channels |
Email with an .ics attachment |
| To whom |
The assigned professional’s email |
| Variables |
The booking’s full details |
| Can be disabled |
Yes (per professional, on their record) |
Cancellation / reschedule (to the professional)
| Detail |
Value |
| When |
When the state or time of a booking assigned to the professional changes. |
| Channels |
Email with an updated .ics |
| To whom |
The assigned professional |
| Can be disabled |
Yes (together with the calendar invitation) |
Invitation to join the team
| Detail |
Value |
| When |
When you invite someone from Accounts and access. |
| Channels |
Email |
| Subject |
“You’ve been invited to {Business} on Citauno” |
| Variables |
{invited_by}, {role}, {accept_link} |
| Can be disabled |
No |
Administrative notifications (to the owner)
Payment received
| Detail |
Value |
| When |
When a deposit or balance payment is received. |
| Channels |
Email |
| Subject |
“You received a payment: {amount}” |
| Can be disabled |
Yes |
WhatsApp pack running low
| Detail |
Value |
| When |
When your WhatsApp usage exceeds 80% of the month’s pack. |
| Channels |
Email |
| Subject |
“You have {N} WhatsApp messages left this month” |
| Can be disabled |
No |
Invoice available
| Detail |
Value |
| When |
When a monthly invoice (for the subscription) is generated. |
| Channels |
Email |
| Subject |
“Your {month} invoice is available” |
| Can be disabled |
No |
Customizing templates
| What you can change |
How |
| Signature |
Settings → Notifications → Signature (free text, max 100 chars) |
| Brand emoji |
Settings → Notifications → Emoji (list of 12 emojis) |
| Logo in emails |
Inherits from the business logo |
| Accent color in emails |
Inherits from the business brand color (configurable in Design) |
| Message language |
Whatever the customer has set. Default: Spanish. |
What you can’t change (because they’re templates pre-approved by WhatsApp / Meta):
- The message structure
- Specific words like “Booking”, “Reminder”
- The order of the variables
If you need a fully custom message, send it manually from WhatsApp → Conversations.
The variables are replaced automatically:
| Variable |
Example |
{client_name} |
“Maria Benitez” |
{business_name} |
“Bella Studio” |
{service_name} |
“Full gel manicure” |
{date} |
“Friday, May 23” |
{time} |
“14:30” |
{professional_name} |
“Carolina” |
{location_name} |
“Downtown location” |
{location_address} |
“España 421, Asunción” |
{price} |
“Gs. 120,000” |
{amount} |
“Gs. 45,000” |
{cancel_link} |
“https://citauno.com/r/abc123” |
{cancellation_policy} |
“Free cancellations up to 4 hours before” |
Supported languages
| Language |
Locale |
Activation |
| Spanish |
es |
Default |
| Portuguese |
pt |
When the customer books with the pt locale |
| English |
en |
When the customer books with the en locale |
Each customer receives their notifications in their language, not the business’s. Citauno detects the language by:
- The active language when the customer booked (cookie / URL).
- The language set on their account (if they have one).
- Fallback to the business’s default language (Spanish).
Common errors
| Symptom |
Cause |
Solution |
| Customer says “the email never arrived” |
Landed in spam, entered incorrectly, or the notification type is disabled |
Check the address and the Settings → Notifications panel |
| WhatsApp isn’t sent |
Credit mode is out of credits, or your own account has expired tokens |
Buy a pack or reconnect the account |
| WhatsApp arrives but without the emoji or signature |
The template isn’t updated (Meta takes 24-48h to approve changes) |
Wait and check in Settings → WhatsApp → Templates |
| Notification in the wrong language |
The customer booked in another language |
This is correct — we honor their booking language |
