Bokko lets you override certain parts of the email templates it sends. The feature is available from the Pro plan (there is no separate switch), and only the owner can manage it: the Email templates tab of the Communication page only appears for the owner. On a lower plan the Email templates tab of the Communication page is locked with a “Pro feature” label.
Which templates you can edit
| Template | When it is used |
|---|---|
| Booking confirmed | When you confirm a booking. |
| 24-hour reminder | 24 hours before the appointment. |
| 2-hour reminder | 2 hours before the appointment. |
| Booking cancelled | When you (the business) cancel a booking. When the guest cancels themselves, Bokko sends a different email that cannot be edited. |
| Booking rescheduled | When a booking is rescheduled. |
| Decline responses | When you decline a booking request. This template supports multiple variants — see below. |
| Waitlist — slot proposal | When you propose a specific slot to a guest on the waitlist. |
- 1. Email templates tab
- 3. Customized template
- 4. Edit
What you can customize
Each editable template has two override fields:
- A custom subject
- A custom intro text block
If both fields are left empty, Bokko does not save an empty override. Instead, it removes the custom template override and falls back to the default template.
Variables and placeholder chips
The editor shows placeholder chips that you can insert into the subject or intro text. The available placeholders depend on the selected template, but they are based on values such as guest name, business name, date, time and service.
- 1. Subject line
- 2. Intro text
- 3. Placeholder chips
Preview options
The template editor has two preview layers:
- A quick subject and intro preview with sample values
- A full HTML preview that you can refresh manually
The HTML preview appears after you press Refresh preview, and can be switched between desktop and mobile view. Bokko renders the selected template with sample data and the current email appearance.
Decline responses — multiple variants
The decline template differs from the others: you can create several variants of it and pick which one goes out when you decline. That way you do not have to send the same neutral text for every decline.
- On the Email templates tab, open the Decline responses template.
- Click New variant.
- Give the variant a Name — this is internal, guests never see it. For example Fully booked or Sick day.
- Write the Intro text — required for a variant — and a custom subject line if you like.
- Save it.
When declining, choose which variant goes to the guest in the Email message field of the Decline request window (Default message by default). The field appears for the owner, on the Pro plan with at least one variant, and is available when you decline from the booking details or the calendar menu; the quick decline on the Requests page does not have it.
- 1. Email message
Saving and resetting
- In the menu, open Business settings › Communication and switch to the Email templates tab.
- On the template’s card, click the edit button. The card’s Custom or Default label shows whether there is an override.
- Change the Subject line or the Intro text.
- Check the preview if needed.
- Click Save — it appears only after a change. Bokko warns you about unsaved changes when you leave.
The editor’s Reset to default button, after confirmation, only deletes the override of the template you have open. In the list, the card’s reset icon does the same: it first asks for confirmation, naming the template and stating that the custom subject line and intro text are deleted.