What Your Customers Experience

This article explains what a customer sees and receives at each step of the BookingItNow workflow, so you know exactly what to expect and what to communicate to your customers.

At checkout

The customer purchases a service product on your Shopify store, just like any other product. Nothing different happens at this stage — they complete checkout normally and receive Shopify's standard order confirmation email.

After fulfillment

When you fulfill the order (or it's fulfilled automatically), BookingItNow triggers within seconds.

Calendly and Cal.com — booking link email

Your customer receives an email from your store with:

• A greeting using their first name
• A brief explanation that their booking link is ready
• A "Choose Your Time" button linking to their personalized scheduling page
• Their name and email are already pre-filled in the scheduling form — they just pick a time
• For Cal.com session packs: each booking link is listed separately so they can schedule each session individually
• Their Shopify order number for reference
• A link to view their order status

The scheduling link is single-use. Once booked, they receive a separate confirmation email directly from Calendly or Cal.com.

After booking: BookingItNow receives a confirmation from Calendly/Cal.com, marks the booking as Confirmed in your dashboard, and adds a note to the Shopify order.

Jobber (Client Hub mode) — portal link email

Your customer receives an email with a link to your Jobber Client Hub, where they can submit their service request directly. This gives them control over describing their job, uploading photos, and filling in any custom fields you've configured in Jobber.

Jobber (API-driven mode) — request confirmation email

Your customer receives a confirmation email letting them know their request has been received. The email includes:

• A confirmation that their service request is in your queue
• Your custom "what happens next" message (set in Settings → Email Notifications)
• A "Track your request" button linking to your Jobber Client Hub, if you've configured one — so they can check status without calling you
• A link to view their Shopify order

Thank you page card

After completing checkout, customers see a "What happens next" card directly on the Shopify thank you page and order status page. This card shows your custom next steps message so they're informed immediately — before they even check their email.

Customizing the customer experience

Your "what happens next" message (Jobber API-driven) Go to Settings → Email Notifications → Customer next steps message. Write the message your customers will see in their confirmation email and on the thank you page. Use line breaks to separate steps.

Example:

Your request has been received! Here's what happens next:

1. We'll review your request within 1 business day.
2. One of our team members will call you to confirm the details and schedule.
3. You'll receive a Jobber confirmation email once your appointment is booked.

Email branding Go to Settings → Email Notifications to set: - Your store display name (shown in the From field) - A reply-to email address (so customers can reach you by replying) - Your physical mailing address (required for CAN-SPAM compliance)

Order notes

Every fulfilled order gets a note added in Shopify with the outcome:

• Calendly/Cal.com: "Booking link sent" with the customer's email and service name
• Jobber Client Hub: "Client Hub link sent" with the customer's email and service name
• Jobber API-driven: "Jobber request created for [service]" with the customer's email, Jobber Request ID, and a direct link to view the request in Jobber

What customers do NOT receive

• No duplicate Shopify order confirmation from BookingItNow — they already got that from Shopify
• No reminders or follow-ups — that's handled by your scheduling platform's own workflows