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Booking confirmation emails

Learn what email your customers receive when they book and how to customise it

Anni avatar
Written by Anni
Updated over a week ago

Bookwhen automatically sends your customers and any additional attendees (who provide an email address) a booking confirmation email when they complete a booking.

This article covers:

The emails your customers receive

The booking confirmation email includes:

  • The primary information about the event, such as location, ticket information and the date and time of the event. Please note: the ticket information does not display any discount amounts.

  • A button link labelled View booking to review the booking

  • The booking confirmation message information. Learn more about adding a booking confirmation message here.

  • Offline payment details if you've allowed the option for your customer to pay 'offline', such as via bank transfer or cash.

  • A .ics calendar file for the event. The calendar file makes it easy for the customer to add the event to their calendar software (such as iCalendar, Google Calendar, etc) to stay organised.

πŸ’‘ Please note: The confirmation email does not contain any discount information, such as any used discount codes or bulk discounts. To access the discount information, they can select View booking within the email to review their booking within their account.

How to customise the email

You can edit the Additional information section within the email:

To do this, select the entry you'd like to edit, then Edit entry:

From here, select the Information tab:

Scroll down to the Booking confirmation message section:

It's an excellent place to add additional information or links to attachments (e.g. course materials), which you can host on Bookwhen.

Adding images

You can add images to your booking confirmation email message. To do this, select the image you'd like to add and upload it in Files by selecting Upload files in the top right-hand corner:

πŸ’‘ To note: Files can only be uploaded in the following formats only: jpeg, jpg, png, gif, mp4, m4v, mov, txt, ics, doc, docx, pdf, ppsx, ppt, pptx, pub, rtf, xls, xlsx.

Then Select files:

Once uploaded, select Done:

You can then start to build the code:

An example of the code you'll need to paste into the Booking confirmation email field is:

<img style="display: block; margin: auto" src="" border="0"></a>

This code consists of various elements, the most important one being the image code.

1. The first part of the code is:

<img style="display: block; margin: auto" src=

2. The second part is: (the image code)


3. The third part is:


You'll need to replace the second part of the code (the image code) with your specific image code. To get this, right-click the hyperlink under the image you uploaded in the Files section, then Copy Link Address:

In this instance, it is:

Once you've generated your unique link, you can paste it into the code. For example:

<img style="display: block; margin: auto" src="" border="0"></a>

Then paste this into the Booking confirmation message field within your entry:

Once completed, select Save.

The image will show to your customers when they complete a booking:

And in their confirmation email:

Formatting the text

You can personalise the entry details of your event using "markdown", which is a way to style text and add links using simple codes.

Markdown is a simple way to format plain text. It uses a simple and readable syntax, often consisting of plain text characters like asterisks, hashtags, and square brackets, to create headings, line breaks, paragraphs, bullet and number lists, links, and other text styles (such as bold and italic).

Adding links

You can also use markdown to add links. An example of the code is:

<a href="URL">link text</a>

The URL section is where you can add the link you'd like to share, and the link text section is where you can add what you'd like the link to say.

For example:

In this example, we have added the link to our Zoom help article in the URL section and "here" as the link text, which displays to customers in both the booking confirmation message (on Bookwhen):

And in the email they receive:

How to resend a booking confirmation email

There are a few scenarios where you might need to resend the booking confirmation email to one of your customers.

For example:

  • The customer has lost or deleted the confirmation email.

  • The initial email address was incorrect, you fixed this, and now the customer requires a copy as they didn't receive it the first time.

  • You have updated the date/time or location of your event and would like to update your customers.

πŸ’¬ Any questions or feedback? There are two ways to get in touch:

Thank you! πŸ•Ί

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