Customer Responses

Overview

When customers receive a confirmation request or reminder with action buttons, they can accept, decline, or request a reschedule. The system tracks their response, updates the event status, and optionally notifies internal followers.

Important

Customers can only respond after receiving a notification that includes action buttons. A plain confirmation (without accept/decline buttons) does not allow responses.

Response Channels

Customers can respond through three channels:

Email Buttons

Clicking Accept, Decline, or Reschedule in the email opens a web page that processes the response.

SMS Landing Page

Clicking the link in an SMS opens a landing page with the same action buttons. The landing page displays meeting details and allows the customer to respond.

SMS Reply Codes

If enabled, customers reply to the SMS with a number:

  • 1 — Confirm

  • 2 — Request reschedule

  • 3 — Decline

The system sends an auto-reply confirming the action:

Customer texts: 1
Auto-reply: "Confirmed! We'll see you at 123 Main St on Jan 15 at 2:00 PM."

Note

Reply codes are configurable per notification config. The default codes (1, 2, 3) and auto-reply messages can be customized.

What Happens When a Customer Responds

Accept

  1. Event’s attendee status changes to accepted

  2. Event booking status updates to CONFIRMED

  3. Title updates: {status} becomes “CONFIRMED”

  4. Response logged in the Notifications Console

  5. A message posts to the event’s chatter: “Customer accepted the meeting”

  6. Internal followers receive an email notification (if enabled on the template)

Decline

  1. Event’s attendee status changes to declined

  2. Event booking status updates to DECLINED

  3. Title updates: {status} becomes “DECLINED”

  4. Response logged in the Notifications Console

  5. A message posts to the event’s chatter: “Customer declined the meeting”

  6. Internal followers receive an email notification (if enabled on the template)

If decline reason is enabled on the notification config, the customer sees a text field to explain why. The reason is saved on the event and included in the chatter message.

Reschedule Request

  1. Event booking status updates to RESCHEDULING

  2. Title updates: {status} becomes “RESCHEDULING”

  3. Response logged in the Notifications Console

  4. A message posts to the event’s chatter: “Customer requested to reschedule”

  5. Internal followers receive an email notification (if enabled on the template)

If reschedule reason is enabled, the customer’s reason is saved.

Tip

Enable decline and reschedule reason fields to understand why customers cancel or reschedule. This data helps improve scheduling practices.

If require reschedule confirmation is enabled on the notification config, the customer sees a confirmation page before the request is submitted (“Are you sure you want to reschedule?”).

Warning

Reschedule requests do not automatically change the meeting date. A team member must manually reschedule the event and send an update notification.

Internal Follower Notifications

When a customer responds, internal followers can be notified via email. This is controlled by toggle switches on the template:

  • Notify on Accept — Send internal email when customer accepts

  • Notify on Decline — Send internal email when customer declines

  • Notify on Reschedule — Send internal email when customer requests reschedule

Internal notification templates are separate from customer-facing templates and can be customized independently.

Tip

Enable Auto-Follow Organizer and Auto-Follow Salesperson on the template to ensure the right people get notified automatically.

Landing Pages

SMS recipients interact through a landing page that displays:

  • Meeting title (customer-facing version)

  • Date and time

  • Location (with Google Maps link for in-person meetings)

  • Duration

  • Contact information

  • Action buttons (accept, decline, reschedule)

  • Add-to-calendar links (Google Calendar, Outlook, ICS download)

Note

Landing pages use the customer-facing title from the template, not the internal event title. This means customers see a clean name like “Your Appointment with Progrid” rather than the full internal title with status codes.

Landing page text and styling are customizable per notification config:

  • Subtitle — Text below the meeting title

  • CTA Text — Call-to-action description

  • Footer — Bottom text

  • Status messages — What displays after accept/decline/reschedule

  • Button labels — Custom text for action buttons

  • Custom CSS — Override default styling

Viewing Response History

Response history is available in two places:

Event Chatter

Each response posts a message to the event’s chatter with:

  • Who responded and how (email link, SMS link, SMS reply code)

  • What action they took (accept, decline, reschedule)

  • Any reason provided

  • Timestamp

Notifications Console

Navigate to Calendar ‣ Configuration ‣ Notifications Console and filter by Response Type to see all customer responses. Each log entry includes the original outbound notification and the inbound response.

Next Steps