No-show follow-up message templates

A no-show follow-up checks the customer is all right, offers to rebook, and mentions any fee calmly. Send one message, a little after the missed appointment, in the chat they booked through.

When to use it

Send it within an hour or two of the missed slot. Later than that, and the customer may have forgotten the details; sooner, and they may simply be running late.

Assume good faith in the first message. Most no-shows are forgetfulness or emergencies, and a kind message keeps a customer you would otherwise lose.

If you charge for missed appointments, say so in one sentence and point to the policy they agreed to when they booked.

8 templates to copy

Copy a template, replace the words in square brackets, and read it once before you send it. Change anything that does not sound like you, because customers answer messages that sound like a real person who knows them.

Hi [name], we missed you at [time] today. Hope everything is OK. Would you like me to find you another time this week?

Hi [name], sorry we did not see you today. I have [day] at [time] or [day] at [time] available if you would like to rebook. Just reply with the one that suits.

Hi [name], we missed you at your [service] today at [time]. As in our booking policy, missed appointments are charged [fee]. If something urgent came up, let me know and we will talk it through. Would you like to rebook?

Hey [name], we had you down for [time] today and missed you. All OK? Happy to find you a new slot whenever suits.

Hi [name], we were expecting you at [time] today. If you would still like your [service], reply here and I will rebook you.

Subject: We missed you today

Dear [name],

We were expecting you for your [service] at [time] today. We hope everything is all right.

If you would like to rebook, reply with a day that suits you. Under our booking policy, a missed appointment fee of [fee] applies; please get in touch if there were exceptional circumstances.

Kind regards,
[business]

Hi [name], this is the second appointment we have missed you for. To book again, we will need a [deposit amount] deposit, which comes off the price on the day. Let me know if you would like to go ahead.

Hi [name], just checking you are on your way? We can still fit you in if you arrive by [time].

What to avoid

• An accusing tone in the first message.
• More than one follow-up for the same missed appointment.
• Charging a fee that was not in the policy they agreed to.
• Sending no-show messages to people who cancelled properly.
• Mentioning a no-show anywhere public.

Give this to your AI agent

Paste this into your AI agent’s instructions and replace the words in square brackets. Your agent then follows the same rules every time. What else to tell your AI agent.

If a customer misses an appointment, wait [number] minutes after the start time, then send one kind message in the chat they booked through, asking if they are all right and offering two new times. Mention the missed appointment fee only if our policy includes it, in one calm sentence. Never send more than one no-show message, and pass any dispute about fees to [staff name].

Channel rules that apply

• WhatsApp. WhatsApp restricts automation and bulk sending on ordinary and Business app numbers, so treat automated sending as a risk you manage rather than one you remove. Reply in chats customers started, and never broadcast these messages to a list. Spaces keeps a connected number to at most 200 messages and 10 new chats a day, and a newly connected number warms up over four weeks. WhatsApp limits
• Instagram. Instagram only lets you message someone who has not replied inside its messaging window, so replies in existing chats work best. Reply to people who messaged you, commented or asked to hear from you. Instagram limits
• Messenger. Like Instagram, Messenger limits messages to people who have not replied, so replies in existing chats work best. Keep to people who wrote to your Page first. Messenger limits
• Email. A new chat here is a new email thread. Replies on a thread someone started are not held back by the warm-up. Spaces sends one email at a time to one person, never bulk email. Email limits

Spaces lowers the risk of a restricted account with enforced limits, warm-up and pacing, but no tool can guarantee a platform will not act on an account. How Spaces keeps accounts safe.

FAQ

Let your AI agent answer for you

Spaces connects your own WhatsApp, Instagram, LinkedIn, Messenger, X and email accounts to the AI agent you already use, so it can reply in your words and keep every account inside safe sending limits. No card needed to start a trial.

Related

More bookings and appointments templates: Appointment reminder, Booking confirmation, Late cancellation reply, Waiting list. All message templates.