> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.leadtruffle.co/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # Overview of AI Booking Notifications - SMS & Email 📝 *Get an SMS and email notification every time LeadTruffle AI books an appointment in your CRM — so your team always knows the moment a job is scheduled.* --- ## Table of contents * [Overview](#2-overview) * [What the notifications include](#2-what-the-notifications-include) * [SMS notification](#2-sms-notification) * [Email notification](#2-email-notification) * [Who receives notifications](#2-who-receives-notifications) * [Booking failure alerts](#2-booking-failure-alerts) * [Out-of-range booking requests](#2-out-of-range-booking-requests) * [Appointment cancel and reschedule requests](#2-appointment-cancel-and-reschedule-requests) --- ## Overview When LeadTruffle AI books an appointment directly in your CRM — such as JobNimbus, Housecall Pro, ServiceTitan, or Jobber — you and your team get notified automatically. No need to check the app. Two notifications fire the moment a booking is confirmed: one by SMS and one by email. LeadTruffle also recognizes when a customer asks to cancel or move an existing appointment during an AI conversation — and alerts your team so you can take action. See [Appointment cancel and reschedule requests](#2-appointment-cancel-and-reschedule-requests) for details. || [Learn more about the full set of email & sms notifications available in LeadTruffle](https://help.leadtruffle.co/en/article/learn-how-to-set-up-and-customize-email-and-sms-lead-notifications-in-leadtruffle-11kyrg0/) --- ## What the notifications include Both notifications include the key details your team needs to act on the booking: * Contact name * Contact phone number * Appointment date and time (with timezone) * Which CRM the appointment was booked in * A direct link to view the contact in LeadTruffle --- ## SMS notification You'll receive a text message immediately after the booking is confirmed. It looks like this: ``` LeadTruffle: JobNimbus appointment booked for Jane Customer. Time: Thursday, May 14, 2026 at 8:00 AM EDT. Phone: 555-444-1212. View: https://app.leadtruffle.com/conversations?clientId=client-123 Reply STOP to opt out. ``` The **View** link takes you directly to the contact's conversation in LeadTruffle. ### Add phone ![](https://storage.crisp.chat/users/helpdesk/website/-/d/c/4/1/dc41d3f6726e4000/image_1704m9.png =750x237) ### Activate notification ![](https://storage.crisp.chat/users/helpdesk/website/-/d/c/4/1/dc41d3f6726e4000/image_1qicity.png =750x936) --- ## Email notification An email notification is sent at the same time as the SMS. It includes the same booking details in a formatted summary: * Contact name, phone, and email * Appointment time * Which CRM the job was booked in * A **View Contact in Dashboard** button linking directly to the lead ![](https://storage.crisp.chat/users/helpdesk/website/-/d/c/4/1/dc41d3f6726e4000/image_12wrv31.png =750x1015) --- ## Who receives notifications Booking notifications are sent to the account owner and any team members configured to receive them. | To update who gets notified, go to **Settings → Notifications** in your LeadTruffle account. --- ## Booking failure alerts LeadTruffle also sends a notification if the AI tried to book an appointment but the booking never went through. This gives your team a heads-up to follow up manually. ### When a failure alert sends A failure alert fires when all of the following are true: * The AI attempted to book an appointment * The booking attempt failed * No later attempt for that same lead succeeded * Enough time has passed for any retries to settle (about 60 minutes after the last attempt) If the booking eventually succeeds — even after multiple failed attempts — no failure alert is sent. ### What the alert includes The failure notification tells you that the AI tried to book but nothing confirmed. It includes: * Contact name, phone, and email (when available) * Requested appointment time * Which CRM or provider was involved * Number of attempts made * Last error message (when available) * A link to open the conversation ### Which notification setting controls this Failure alerts use the same **Appointment Booked** notification setting that controls successful booking alerts. The tooltip reads: > Alert when the AI books an appointment through LeadTruffle or an external CRM, or when an AI booking attempt fails. If you have **Appointment Booked** notifications turned on, you'll automatically receive failure alerts too — no separate setup needed. ||| Failure alerts are intentionally delayed. LeadTruffle waits about 60 minutes after the last booking attempt before sending an alert, to avoid notifying you for failures that resolve on their own. If you receive a failure alert, open the conversation and follow up with the contact directly to confirm scheduling. ### Duplicate alert protection LeadTruffle tracks which alerts have already been sent. If a failure alert was already delivered for a given lead — by SMS or email — it won't send again for the same lead. This prevents repeated alerts from the hourly scan. --- ## Out-of-range booking requests Sometimes a customer asks for a time that falls outside the booking window you've configured — for example, a slot before your earliest bookable time or beyond how far out you allow scheduling. When that happens, the AI won't push an invalid appointment into your CRM. Instead: * The AI recognizes the requested time is outside your allowed booking range * It does **not** submit the appointment * It tells the customer your team will follow up to confirm manually * You and your team are notified by SMS and email so you can reach out and finalize a time Requests that fall **inside** your allowed range continue through normal booking with no change. ### Which notification setting controls this Out-of-range alerts go to your existing appointment notification subscribers — the same people who already receive booking notifications. There's no separate setting to turn on. | If the same customer asks for the same out-of-range time again, LeadTruffle suppresses the duplicate alert so your team isn't notified twice for the same request. ||| An out-of-range alert means the customer wants a time you don't currently offer for automatic booking — nothing has been scheduled. Open the conversation, then confirm a workable time with the customer and book it manually. --- ## Appointment cancel and reschedule requests When a customer asks to cancel or move an appointment during an AI conversation, LeadTruffle recognizes the request automatically. This works across every major lead channel: * SMS and missed-call SMS * Web chat * Inbound email (including Google LSA-style email flows) * Thumbtack * Yelp The AI logs an **appointment change request** and notifies your team. It will let the customer know your team has been notified — but it won't tell the customer the appointment has already been cancelled or moved unless that change actually happened on a native LeadTruffle calendar appointment. ### Where these requests show up You can review appointment change requests in a few places: * **Scheduling page** — a new **Appointment requests** panel lists all open requests * **Contact timeline** — shows a clear entry when a customer asked to cancel or move an appointment * **Conversation view** — surfaces the request directly in the thread so your team can see why it needs attention Once reviewed, a request can be marked **Handled**, **Declined**, or **Superseded**. ### How notifications work for cancel and reschedule requests These requests use your existing **Appointment Booked** notification setting — there's no separate setting to turn on. If you already receive appointment booking notifications, you'll automatically receive these request alerts too. If the same customer repeats the same cancel or move request, LeadTruffle reuses the existing open request instead of sending a duplicate alert. ### Native LeadTruffle calendar vs. outside CRMs ||| For outside scheduling systems — Housecall Pro, Jobber, ServiceTitan, or any other connected CRM — this feature is **request-only**. LeadTruffle logs the customer's request and alerts your team, but it does **not** automatically cancel or move the appointment inside the outside CRM. Your team still needs to update the appointment there manually. If the appointment lives on LeadTruffle's own native calendar, a cancellation can be completed directly through that flow. For everything else, treat the alert as a to-do: review the conversation, then update the appointment in your calendar or CRM yourself. ### Webhooks If you use webhooks, you can receive an `APPOINTMENT_CHANGE_REQUESTED` event when a customer asks to cancel or move an appointment. | This event means a customer made a request — it does not mean the appointment was actually cancelled or moved. Your systems should treat it as a request to act on, not a confirmation of a change. ### Cancel and reschedule FAQ **Did LeadTruffle cancel the appointment for me?** Only if it was a native LeadTruffle calendar appointment handled through the cancellation flow. For outside CRMs, LeadTruffle records the request and notifies you — it doesn't cancel or move anything on its own. **What happens if a customer asks twice?** LeadTruffle recognizes the repeat request and won't send a duplicate alert for the same open request. **What should my team do after seeing a request?** Open the conversation, update the appointment wherever it actually lives (LeadTruffle calendar or your CRM), then mark the request Handled, Declined, or Superseded in LeadTruffle. --- Need help? Contact us at support@leadtruffle.com or message the team via the chat on this article or in-app.