Use case
Booking confirmation texts
A confirmation text the moment someone books tells them it's gone through and puts the details on their phone. Sent from a UK mobile number, it's also the start of a thread they can reply to if plans change.
What should a booking confirmation text say?
A booking confirmation text says the booking is confirmed and repeats the details the customer will need: who it's with, the date and time, how many people and where to go. It should also say how to change or cancel. In CaptiFi Connect you send it from the dashboard, or straight from your booking system through the API.
Why confirm by text
Email confirmations get filtered, buried or sent to an address with a typo in it. A text arrives on the customer's phone and is still there on the day, when they need the time or the address and don't fancy digging through their inbox.
Send it from a UK mobile number and the confirmation also opens a thread. 'Can we bring the dog?' or 'Can we make it 5 instead of 4?' comes straight back to your inbox, which is a lot quicker than an email chain.
What to include
Keep it short enough to check at a glance:
- The business name, first.
- Day, date and time, written out.
- Party size, room type or number of tickets, whichever applies.
- A booking reference if your system uses one.
- How to change or cancel. Ask people to reply, but don't tell them to reply CANCEL, because CANCEL is an opt-out word and would put them on your opt-out list.
Confirming bookings from your booking system
Most confirmations are automatic. When a booking is created, your booking system calls POST /api/v1/messages with the customer's number and the text, with client_ref set to the booking reference. Use the booking reference in the Idempotency-Key as well, so a retried request never sends the confirmation twice.
If you want a reminder too, schedule it in the same step with a second call that sets schedule_at for the day before. Keep its message id, and if the booking is cancelled, cancel the reminder through the API and the credit comes back.
There are no built-in connections to booking platforms, so your developer or your booking system's supplier adds the API calls. They can build it with a free test key before your account is approved.
Features you'll use
What booking confirmations use in CaptiFi Connect:
- Send SMS with templates and merge fields, for bookings taken by phone.
- The REST API with client_ref and Idempotency-Key, for automatic confirmations.
- Scheduled sending for the follow-up reminder, with cancel and refund.
- The two-way inbox for changes and questions.
- Webhooks for delivery receipts and replies.
Rules that apply
A confirmation is a service message: the customer asked for the booking and the text is about it. It doesn't need marketing consent or an opt-out line, as long as it doesn't promote anything.
If you'd like to text the same customers about offers and events later, ask when they book and record the answer. The ICO uses this exact case in its guidance: a restaurant takes a number for a booking, asks whether the customer would also like marketing texts about events, and keeps a record of who said yes, when and how. Without that question, the number was given for the booking and nothing else.
Confirmations go to UK mobiles only. A guest with an overseas number is refused with a reason and not charged, so keep email as the backup for them.
Who sends booking confirmations
Restaurants and pubs taking table bookings, hotels and holiday lets, gyms and studios with class bookings, venues selling tickets, activity centres, and any service business that books people into a slot.
Sample texts
Merge fields in braces are filled from each contact. The part count is worked out the way the platform bills it.
Table booking(service)
Hi {first_name}, your table for 4 at The Old Bell is booked for Sat 24 Oct at 7:30pm. Need to change it? Just reply to this text.
129 characters, 1 part
Hotel stay(service)
Thanks {first_name}, your stay at Harbour View Hotel is confirmed: 2 nights from Fri 13 Nov, ref HV2291. Check-in from 3pm. Any questions, just reply.
150 characters, 1 part
Class booking(service)
You're booked on Spin at Northside Gym, Tue 27 Oct at 6:15am. Can't make it? Reply to free up your place for someone else.
122 characters, 1 part
Event tickets(service)
Hi {first_name}, you've got 2 tickets for Comedy Night at Riverside Hall on Fri 30 Oct. Doors 7pm. Show this text at the door.
126 characters, 1 part
Send a confirmation from the dashboard
For bookings taken by phone or in person:
- 1
Save a template
Write your confirmation once with {first_name} and save it as a template.
- 2
Open Send SMS
Type the customer's number (merge fields fill from their contact) and choose the template.
- 3
Fill in the details
Add the date, time and party size for this booking and check the part count.
- 4
Send it
Leave the sender name blank so the customer can reply. The text goes straight away.
- 5
Schedule the reminder
If you want a reminder too, send a second text with Schedule for later switched on.
Questions people ask
Should confirmations come from a sender name or a number?
From a number if you want customers to reply with changes, because a sender name can't take replies. A name suits one-way confirmations where any changes go through your website or phone line.
Can my booking system send confirmations automatically?
Yes, by calling the CaptiFi Connect API when a booking is made. There are no ready-made connections to booking platforms, so your developer or your booking system's supplier adds the call.
Do I need consent to send booking confirmations?
Not marketing consent. A text that only confirms a booking the customer made is a service message. Add an offer to it and it becomes marketing.
Can I add the customer to my marketing list when they book?
Only if they agree, or the soft opt-in applies. Ask at the time of booking, give them a clear way to say no, and keep a record of their answer.
What if the guest has an overseas mobile?
CaptiFi Connect sends to UK mobiles only, including Guernsey, Jersey and the Isle of Man. Other numbers are refused with a reason and not charged, so send those guests an email instead.
Send your first text this week
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