How do I edit the emails customers receive?

Customise the subject, heading, body, button and closing note of the 26 booking, waitlist, event, loyalty and gift card emails — each a letter from your venue — with a live preview and a test send.

Edit the wording of your customers' booking and operational emails in Settings → Email templates — 28 templates in five groups: Bookings (confirmations, reminders, the regular-booking email, cancellations, declines, modifications, Change declined (booking unchanged) — sent when you decline a customer's change and their original booking stands — Notify me — a table may have freed up and the no-show follow-up), Waitlist (joined and table-ready), Events (five event emails), Loyalty — Loyalty — welcome and confirm (one template shared by the confirm-your-email message and the welcome once a member is active — the confirm button and its expiry line are fixed), Loyalty — reward unlocked (on by default; switch it off in Settings → Customer notifications), Loyalty — scheme closed (its closing facts are fixed; use the P.S. for a personal note, set before deleting the scheme), Loyalty — member round-up, Points expiry warning and the Data-deletion warning (loyalty members) — and Gift cards (gift delivery, buyer's receipt, balance update and expiry reminder — the code, value and expiry blocks are fixed so a card can never go out without them).

Looking for the thank-you, review request, welcome, win-back or birthday emails? Those five are your marketing automations, and everything about them — switches, timing and wording — is edited on the Marketing page's Automations tab, inside each row. See How do I send thank-yous and ask for reviews?, How do I send welcome and win-back emails? and How do I send birthday messages (with an offer)?.

Only the owner and admins can edit email templates, and the copy is editable on ANY plan. The loyalty templates only send on plans with the Loyalty feature; an amber banner reminds you on lower plans. The Data-deletion warning has no plan gate — it sends on any plan, because deletion reminders aren't a paid feature. This page is wording only — turning each email on or off and choosing when it sends lives on a different page: Settings → Customer notifications (Which confirmations and reminders do customers get?). Every one of these emails is a letter from your venue, in the same shape: your logo and name at the top, your cover photo under them (cancellations, declines and sign-in codes carry the logo and name only), then the heading, the body text, the booking details, one button in your brand colour, your closing note, and your footer — your address, a Get directions link, your social links, the small "Booking by ResoFlow" line (hidden on the Complete plan's white-label toggle) and the "Data processed by ResoFlow" line that always stays. Your logo, cover, colour and social links come from Branding (How do I add my logo, colours and images?).

Edit a template

• Go to Settings → Email templates and pick a template from the grouped list on the left (Bookings · Waitlist · Events · Loyalty · Gift cards). Each row says at a glance whether it's still the Default wording or carries Your wording.
• Edit the fields — each has a character limit: Subject line (60), Heading (80 — the large title under your logo and name), Body text (320 — the paragraph under the heading, above the booking details) and, on templates with a button, Button text (40 — the one main button, in your brand colour; any other action is a plain link beneath it). On the No-Show Follow-up the field is labelled Link text, because that email shows it as a small text link rather than a button. Each field is pre-filled with the exact wording an un-customised email sends — leave it alone (or clear it back) and you keep the system wording, including any future improvements; type something and your wording is used instead.
• Closing note (P.S.) (200 characters) is the short line under the button, just above your footer. Some emails come with one pre-filled — edit it, or clear it completely to hide it.
• Click a chip under Available placeholders to copy it — for example {{firstName}}, {{date}}, {{partySize}} — and paste it into any field. Only placeholders that the template genuinely fills are offered. On the Booking confirmation and Booking reminder templates you'll also find {{offerPerkText}} ("Offer treat (blank if no offer)") and {{offerCode}} ("Offer code (blank if none)") — they fill in when a booking carries a promotion treat and stay blank otherwise. The loyalty and data-protection templates offer their own extras — {{programmeName}} (your loyalty scheme name) plus, where relevant, {{balanceLabel}}, {{monthLabel}}, {{retentionMonths}} and {{inactivityMonths}}.
• The live preview on the right is the real email your customers receive, rendered with your branding and sample booking details.
• Click Save changes. Reset to default removes every override for the selected template, returning it to the system wording (so it also picks up any future wording improvements automatically).

A few templates cover more than one email — Event Cancellation (one ticket vs the whole event), Loyalty — welcome and confirm (the confirm message, its reminder, and the welcome once active), Loyalty — reward unlocked (reward vs completed stamp card) and Loyalty — member round-up (weekly vs monthly subject). For those, a Default wording per email panel shows each email's real default; fields you leave blank use the wording shown there, and anything you type replaces it for all of them.

The four content toggles

The Booking confirmation and Booking reminder templates have extra switches:

• Show cancellation and deposit policy (on by default) — a quiet "Cancellation policy" note under the button, just above your closing note, explaining your refund window, worded from your refund settings on Deposits and your cancellation deadline on When people can book (or a custom policy if you've set one).
• Show directions link (on by default) — a "Get directions" link (with a map pin) in the email's footer, beside your social links, to your address on Google Maps.
• Show menu link (off by default) — a "View our menu" link under the button; only appears if you've added menu items.
• Show "we'll hold your table" line (off by default) — the line "Running late? We hold your table for 15 minutes — please let us know." under the button, with the minutes from your Hold their table for setting on Settings → Bookings → During service. While that setting is 0 the line is left out.

Send yourself a test

Click Send test email and confirm. The test goes to your account email address (on the Free plan with no paid product it deducts 1 email credit from the monthly allowance; every paid plan and paid product has unlimited transactional email). It uses your last SAVED wording, so save first — the page warns you if you have unsaved changes.

Emails send from bookings@booking.resoflow.co.uk; customer replies go to your reply-to address, set in Customer notifications.

Related: Which confirmations and reminders do customers get? · How do I edit SMS wording? · How do I send birthday messages (with an offer)?