Here’s every email and text NomNom sends, to your guests and to you: who gets it, what sets it off, and where to switch it off when you can. The switches are in Settings, which only admins can open.
Emails to your guests
- Booking confirmation (Booking Confirmation and the reference). Goes as soon as a booking with an email address is made, online or by your team, and again whenever you send it from the booking. It also goes again when your team moves the booking to a new date or time, or restores a cancelled one. If you allow online changes, it also goes when a guest changes their booking (switch: Email the customer under ONLINE CHANGES in Cancellations & No-shows) or asks for it through Change an existing booking on your booking page. It can’t be switched off, but you can change the wording: see Customising your confirmation emails. A booking your team makes on a meal that needs a card or deposit gets an Add Card or Pay Deposit button.
- Cancellation (Booking Cancelled). Goes whenever a booking is cancelled, by the guest or your team, and mentions any deposit refund. Switch: Email the customer under WHEN A RESERVATION IS CANCELLED, also in Cancellations & No-shows.
- Follow-up (How was your visit to The Red Lion?). Goes a set time after the visit, asking for a rating. Off until you switch on Send follow-up email on the Follow-up tab of Email Settings.
- Card and payment emails. Your card request or payment link, when you send it by email, then Card Stored Securely, Deposit Received or Payment Received when the guest uses it. Charging their card sends a receipt such as No-show Charge; refunding a card payment sends Refund Issued. These can’t be switched off.
- Booking not completed. A guest who starts booking online but doesn’t finish the card or deposit step is emailed about an hour later, to say no table is held and they haven’t been charged.
- Gift vouchers. A voucher bought online is emailed to the buyer, and to the person it’s for if the buyer gives their address, straight away or on a day the buyer picks.
Texts to your guests
- Confirmation and reminder texts. Automatic while Enabled is on under INSTANT SMS or REMINDER SMS in SMS Service. A venue that starts with free trial SMS credits has both on from the start; otherwise they’re off until you switch them on. See When NomNom sends confirmation and reminder texts.
- Texts you send yourself with Send SMS in a booking’s Messages.
- Card requests and payment links you choose to send by SMS.
Every text uses SMS credits and only goes to a UK mobile. There’s no reminder email: reminders are texts.
Emails to you
These go to the Sender Email at the top of Email Settings unless it says otherwise.
- A copy of each confirmation, unless you switch off Copy my restaurant on confirmations in Email Settings.
- A copy of a cancellation, only when the guest cancels with the link in their email. Switch: Copy my restaurant in Cancellations & No-shows.
- A copy of every card and payment email, always. If the guest has no email address, it comes to you instead.
- Review alert, when a guest rates their visit 3 stars or fewer from your follow-up email, with their rating and any message. Your reply goes to the guest.
- Large party alert, to the addresses you choose: see Getting an email when a large party books.
- Gift voucher sale, for a voucher bought online, to the Sales email in Settings → Vouchers (or your account email). It never shows the voucher code.
In NomNom Web: Settings → Email Settings, SMS Service or Cancellations & No-shows. In the phone app: the same, under Settings.
Emails from NomNom about your account
Sign-in codes, password resets, your welcome email, sign-in details for staff you invite, and notes from us about your subscription or SMS credits.
Good to know
- See what a guest was sent in their booking’s Messages: Checking what was sent to a guest: the Messages section.
- Your copies ride on the guest’s email. Switch off Email the customer for cancellations and your copy stops too.
- Who guest emails come from, and where replies go: see Where your booking emails come from, and where guests’ replies go.
- Bookings brought over from your old system aren’t sent a confirmation email.
- App notifications about new online bookings and cancellations aren’t emails or texts. The phone app sets them under Settings → Notifications.