Communications
Send automatic booking confirmations, reminders, and updates to customers via email, SMS, and WhatsApp. Create custom templates with your own branding and message content.
Communication Settings
Access your communication settings from Communication > Settings in the left sidebar.
Email Configuration
| Setting | Description |
|---|---|
| Email Provider | Resend, SendGrid, Amazon SES, or Custom SMTP |
| From Name | Sender name shown to customers |
| From Email | Sender email address |
| Reply-To | Where replies go |
| Email Footer | Custom text at the bottom of all emails |
| Application URL | Your app URL for generating links |
| Daily Limit | Maximum emails per day (default: 1000) |
| Enable Notifications | Master toggle for email notifications |
Payment email flow:
Toggle to control when confirmation emails are sent:
- Enabled — Payment request sent first, confirmation only after payment is received
- Disabled — Confirmation sent immediately regardless of payment status
Test Configuration
Each channel has a Send Test button to verify your settings are working before going live.
Notification Types
Syntra supports the following notification types across all channels:
| Type | Trigger |
|---|---|
| Booking Confirmation | When a booking is created or confirmed |
| Booking Cancellation | When a booking is cancelled |
| Booking Reminder | At configurable intervals before the appointment |
| Booking Reschedule | When a booking time is changed |
| Form Reminder | When a customer hasn't completed their booking form |
| Payment Request | When you request payment for a booking |
| Custom | Custom templates for specific use cases |
| Broadcast | Campaign messages sent to contact lists |
| Automation | Messages triggered by automation rules |
Each notification type can have templates for customers (recipient of the service) and providers (you/your team).
Email Templates
Managing Templates
Go to Communication > Templates to see all your templates in a grid. Each card shows:
- Template name and description
- Type badge (Confirmation, Reminder, etc.)
- Recipient type (Customer or Provider)
- Active/Inactive and Default badges
- Last updated date
Actions: Edit, Duplicate, Delete
Creating a Template
- Click Create Template
- Fill in the metadata:
- Name and description
- Type (select notification type)
- Channel (Email, SMS, or WhatsApp)
- Recipient type (Customer or Provider)
- For email templates, enter the subject line
- Design the email body using the rich text editor
- Save
The Email Editor
The template editor uses a rich text editor with:
- Formatting — Headings (H1–H3), bold, italic, underline
- Alignment — Left, centre, right
- Lists — Bullet and numbered
- Tables — Insertable and resizable
- Links — Custom URLs
- Images — Insert from your media library
- Variables — Insert placeholders from a categorised dropdown
Use the variable helper dropdown to insert placeholders without memorising the syntax.
SMS Setup
SMS notifications are sent via Twilio.
Configuration
Go to Communication > Settings and find the SMS section:
| Setting | Description |
|---|---|
| Account SID | Your Twilio Account SID |
| Auth Token | Your Twilio Auth Token |
| Phone Number | Your Twilio phone number (with country code) |
| Sender ID | Optional alphanumeric sender name |
| Default Country Code | For formatting numbers (e.g., +44) |
| Daily Limit | Maximum SMS per day (default: 100) |
| Enable SMS | Master toggle for SMS notifications |
SMS Templates
SMS templates are plain text with a 320-character limit. The editor shows a segment calculator — messages over 160 characters (or 70 for Unicode) are sent as multiple segments.
Usage Tracking
The settings page displays your SMS usage:
- Today's send count and cost
- Monthly send count and cost
- Daily limit progress bar
SMS messages incur per-message charges from Twilio. Monitor your usage dashboard to control costs.
WhatsApp Setup
WhatsApp notifications are also powered by Twilio.
Configuration
You can reuse your SMS Twilio credentials or configure separate WhatsApp credentials:
| Setting | Description |
|---|---|
| Use SMS Credentials | Toggle to share Twilio credentials with SMS |
| Account SID | Twilio Account SID (if separate) |
| Auth Token | Twilio Auth Token (if separate) |
| WhatsApp Number | Your WhatsApp-enabled Twilio number |
| Test Template SID | Twilio Content SID for testing |
| Daily Limit | Maximum WhatsApp messages per day |
| Enable WhatsApp | Master toggle for WhatsApp notifications |
WhatsApp Templates
WhatsApp requires pre-approved message templates for messages sent outside a 24-hour conversation window. Templates use Twilio's Content Builder.
When creating a WhatsApp template in Syntra:
- Set the Twilio Content SID (from your Twilio account)
- Map variable positions (1, 2, 3...) to Syntra variables (customer.name, booking.date, etc.)
- Template approval status is tracked (Pending, Approved, Rejected)
WhatsApp messages can include media (images, documents) and support up to 4,096 characters.
Template Variables
Insert variables using {{variable.name}} syntax. They're replaced with real values when the message is sent.
Customer Variables
| Variable | Description |
|---|---|
{{customer.name}} | Full name |
{{customer.first_name}} | First name |
{{customer.last_name}} | Last name |
{{customer.email}} | Email address |
{{customer.phone}} | Phone number |
Booking Variables
| Variable | Description |
|---|---|
{{booking.reference}} | Short booking reference |
{{booking.date}} | Appointment date |
{{booking.time}} | Appointment time |
{{booking.timezone}} | Timezone |
{{booking.service}} | Service name |
{{booking.agent}} | Assigned staff member |
{{booking.duration}} | Service duration |
{{booking.price}} | Total price |
{{booking.status}} | Current status |
{{booking.hours_until_booking}} | Hours until appointment |
{{booking.days_until_booking}} | Days until appointment |
Provider Variables
| Variable | Description |
|---|---|
{{provider.business_name}} | Your business name |
{{provider.email}} | Business email |
{{provider.phone}} | Business phone |
{{provider.website}} | Website URL |
{{provider.address_line1}} | Address |
{{provider.city}} | City |
Action Links (Email Only)
| Variable | Description |
|---|---|
{{contact_cancel}} | Cancel booking button |
{{contact_reschedule}} | Reschedule booking button |
{{payment_request_button}} | Payment link button |
{{confirm_attendance}} | Confirm attendance button |
{{decline_attendance}} | Decline attendance button |
{{pricing_summary}} | Price breakdown table |
Agent Notifications
If you have the Agents module enabled, you can configure staff notifications in the communication settings:
Immediate notifications:
- Booking assigned to agent
- Booking rescheduled
- Booking cancelled
Booking reminders:
- Enable/disable agent reminders
- Add multiple reminder times (e.g., 3 days before, 1 hour before)
- Supports hours and days intervals
Notification Log
Go to Communication > Notifications to see a log of all sent messages.
Log table columns:
- Date/time
- Notification type
- Channel (Email, SMS, WhatsApp)
- Recipient
- Subject/content preview
- Status
Message statuses:
| Status | Description |
|---|---|
| Pending | Queued for sending |
| Sent | Sent to provider |
| Delivered | Confirmed delivered |
| Failed | Delivery failed |
| Bounced | Email bounced |
| Clicked | Recipient clicked a link |
Statistics dashboard:
- Total sent count
- Delivery rate percentage
- Failure rate percentage
You can resend failed or bounced messages, filter by date range, channel, or status, and export the log as CSV.