Who gets which email when someone books or you cancel, what is in each one, how your business name appears, and how to send from your own address.
Updated 7 Oct 2026
Each form can send up to three emails. You set them up in the form builder, on the Emails and payment tab.
| Goes to | When | |
|---|---|---|
| Booking alert | You and anyone else you list | Straight after someone books |
| Confirmation | The customer | Straight after they book, if the form asks for their email |
| Cancellation | The customer | When you cancel a booking and tick the box to tell them |
If an email cannot be sent, the booking is still saved. Open the booking and read the line at the bottom to see what happened.
Set who receives it in Notification recipients. Add one or more addresses, separated by commas. If you leave it empty, it goes to the notification address in your site's Form notifications settings.
The alert starts with "New booking #12" and lists every answer in the order of the form. A photo or file is listed by name with "Open in your Bookings", never attached. When you reply to the alert, your reply goes to the customer.
You can change the Notification email subject. If you leave it empty, it reads "New booking #12: Open Water course".
Private questions are hidden inside Bookings, but the alert email to you lists every typed answer as it was entered, including a passport number. Send alerts to a mailbox only your team reads, and read Privacy and spam protection for bookings.
If you leave the text empty, the customer gets "We received your booking #12" and "Thank you. We received your booking. Your booking number is 12."
The email also shows the form name and a short summary, limited to dates, choices, countries and names. It never repeats phone numbers, free text, notes or private answers, because anyone can type any email address into a form.
Whatever you fill in on this tab is added to the confirmation and to the thank-you page:
Bookings do not take card payments. You mark a booking as paid yourself.
When you click Cancel booking in Bookings, tick Email the customer that this booking is cancelled. The email reads "Your booking #12 for the dates has been cancelled by your business name." Anything you type under Message to add appears below it.
It only goes out if the form has a customer email question. If you close or move a date from Schedules and choose to cancel the bookings on it, each customer gets the same email.
Emails to your customers carry your site's name at the top and at the bottom, not the ContentMetric logo. The footer says "You get this email because you made a booking at your site address" and, in small grey print, "Sent with ContentMetric". That small line is part of every booking email and cannot be removed.
By default, booking emails come from [email protected] with your business name beside it. Customers can still reply to you. Each site can send up to 500 emails in any 24 hours. Past that, further emails are held back until the count drops, so a site that suddenly sends far more than usual cannot flood anyone's inbox.
To use your own address:
Even when it says Supported, some mail apps show a small note such as "via contentmetric.com" beside your address. That is normal when one service sends on behalf of another address.
We check your domain again before every email. If it stops allowing us, the email goes from the default address instead of being lost.
I changed the text but the customer email did not change. Click Publish. Emails use the published version of the form.
The customer says they got no email. Ask them to check spam. Then open their booking: the bottom line says whether the confirmation was sent. A form with No confirmation email sends none.
Can I send an email to a customer from Bookings? Not from Bookings. Click their email address in the booking to write to them from your own mail app.