What you can configure#
Almost nothing — and that's the point. The messages are transactional and automatic, so a booking can't silently fail to produce a waiver link.
The one owner-facing setting is in Settings → "Notifications":
"Send SMS booking confirmations" — "Text a confirmation to customers who opt in when they book. Requires SMS to be enabled for the platform." Its button reads "Enable" or "Disable".
Your reply-to address is your field email. When a customer hits Reply on a reminder, it goes to the address in Settings → "Field Information". Keep it current.
Emails#
At booking#
| Goes to | When | |
|---|---|---|
| "Booking Confirmed — {your field}" | The customer | Payment succeeds. Booking details, the money breakdown, the group waiver link, and a "what's next" block ending "Arrive 15 minutes early for gear-up and safety briefing." |
| "Booking Reserved — {your field}" | The customer | Same email for a pay-on-site booking, with "Amount Due: $X (pay when you arrive)" instead. |
| "Action Required: Sign your waiver for {your field}" | The organizer | Alongside the confirmation. Their own signing link plus the group link. |
| "Sign your waiver for {your field}" | Every other player | Alongside the confirmation. "You've been invited to play at {your field} on {date} at {time}." |
| "You're registered for {event}" | Event registrants | On event registration. Names the event, and their team if there is one. |
Chasing an unpaid booking#
| Goes to | When | |
|---|---|---|
| "Action needed: payment not received — {your field}" | The customer | About 10 minutes after an abandoned checkout, once per booking. "We're holding your booking… but we never received your payment." Tells them to call you, and includes waiver links: "You can sign your waivers right now — no need to wait for payment." |
Only future-dated bookings from the last 30 days get this. It never goes to pay-on-site, demo, or free bookings — nothing is owed on those.
Reminders#
| Goes to | When | |
|---|---|---|
| "Reminder: your booking tomorrow at {your field}" | The customer | 24 hours before. Date, time, players, any balance due, "What to bring: closed-toe shoes, weather-appropriate clothing, and a water bottle.", arrival advice, your address and phone. |
| "Heads up — your booking at {your field} starts in 2 hours" | The customer | 2 hours before. Time, players, any balance, your address and phone. |
Both are sent once. Cancelled bookings are skipped. Rescheduling a booking resets them, so the customer gets fresh reminders for the new time.
Check-in#
| Goes to | When | |
|---|---|---|
| "Your Check-In Code for {your field} on {date}" | The organizer | Automatically, the moment the last player on the booking signs. Contains a QR code and a "Check In" button. Never sent while anyone is unsigned; sent once. |
On demand — you trigger these#
| Goes to | When | |
|---|---|---|
| "Reminder: sign your waiver for {your field}" | One player | You click "Send Link" on their roster row. |
| A waiver link | A new or updated player | You add a participant with an email, edit a placeholder and leave "Email them their waiver link" ticked, or the organizer adds a guest on the group page. |
Texts#
Both require your "Send SMS booking confirmations" toggle to be on.
| Text | When |
|---|---|
| "Booking confirmed at {your field} for {date} at {time}. Sign waiver: {link}" | Automatically at confirmation. Single-player bookings get a direct waiver link; groups get the group page link. |
| "{your field}: sign your waiver before {time}: {link}" | Manual only — you tick "Text message" in the "Send waiver link" modal. Organizer only, since it uses the phone number on the booking. |
Staff emails#
| Goes to | When | |
|---|---|---|
| "Welcome to PBHQ — Let's Get Your Field Set Up!" | A new field owner | Account creation. |
| "You've been added to {your field} on PBHQ" | A new team member | You invite them. Contains a link to set their password. |
Practical notes#
Nothing is sent when you edit a booking, except what you explicitly choose in the "Notify the customer?" modal when confirming a pending booking. Rescheduling doesn't email anyone — call the customer yourself.
Confirmation emails are the customer's receipt. They contain the money breakdown, including fees and tax. If a customer disputes a charge, that email is your record of what they were told.
Demo fields send nothing. If you're exploring a demo field, no emails or texts leave the system.
"They didn't get the email." Have them check spam. Confirm the address on the booking is right (fix it under "Customer Information" on the booking edit screen), then use "Send Link" to resend.