Everyone knows the moment a reservation is made. The customer gets a confirmation, your team gets an alert, and from there the app keeps both sides informed without anyone writing an email: ready to collect, about to come back on sale, cancelled. This guide covers every message Reservo sends and how to route them, including the May update that lets each shop hear about its own reservations only.
Everything here works on every plan.
Staff notifications
The shop-wide address
- In Reservo, go to Settings, General tab.
- Check Send email notifications to staff is on (it is by default).
- Enter the address alerts should go to. A shared inbox works well.
Staff alerts fire the moment any reservation is created, online or at the till, with the customer, the items, the location, and the collection deadline. The working rhythm: alert arrives, item comes off the sales floor, gets labelled with the reference, waits in the back.
Route alerts by location
One inbox for every store means every store reads about everyone else's reservations. Since May, each location can have its own recipients:
- Go to Settings, ROPIS tab, and find the Locations table.
- Click the envelope icon on a location.
- Add up to five recipient addresses for that location.
A location with its own recipients stops using the shop-wide address; locations without one carry on with it. Each shop hears about its own reservations, not everyone's.
[SCREENSHOT NEEDED: Locations table with the envelope icon, and the per-location recipients form]
Customer emails
Customer emails are on by default and cover the whole life of a reservation:
- Confirmation, the moment they reserve.
- Request received and, if you don't approve in time, request not confirmed. These two only apply if you've turned on the confirmation workflow for online reservations, where you approve each request before stock is held.
- Ready for collection, when items reserved against incoming stock are allocated. The subject line tells them which store: their items at your location are ready for collection. This is the email that brings waitlist customers back (see the waitlist guide).
- Expiration, when a hold lapses and the items return to sale. Sent per reservation, and for individual items when only part of a reservation expires.
- Cancellation, if the reservation is cancelled.
Every one of them signs off with your store's name automatically. Nothing to configure, nothing reading "Reservo" where your brand should be.
Make replies come to you
In Settings, General tab, you can set a sender name and a reply-to address. Both are optional, but set the reply-to: when a customer replies to their confirmation asking to come a day later, that reply should land in your inbox, not nowhere.
What customers see between emails
Customers don't have to wait for an email to know where they stand. In their account on your storefront, each reserved item shows its state: reserved with its collection deadline, or, for items against incoming stock, awaiting stock with a note that they'll be notified when it's ready. The status flips to ready for collection the moment stock is allocated.
Common questions
Do you send SMS?
Not currently. All notifications are email. If text messages would matter for your store, tell us at support@unitedapps.io.
Is there a reminder before a hold expires?
Not currently. Customers get a confirmation with the deadline up front, and an expiration notice if it lapses. A pre-expiry reminder is on our ideas list.
Can I edit the email templates?
The content is standardised, with your store name, locations, items, and dates filled in automatically. If you need specific wording changed, contact support.
My staff aren't receiving alerts.
Check the toggle is on and the address is right in Settings, General tab. Then check whether the location has its own recipients set (the envelope icon in the ROPIS Locations table), because an override routes that location's alerts away from the shop-wide address. And check spam.
Can customers opt out?
There's no per-customer unsubscribe. These are transactional emails about a hold the customer asked for, not marketing. If you'd rather send nothing at all, the Send emails to customers toggle in Settings switches every customer email off shop-wide, though we'd advise against it: the ready-to-collect and expiry notices do real work.