Messages and reminders
Generating a customer link, sending it, confirming a booking, and reminding the customer are separate actions. Use the booking’s activity history to see what Nomora sent and to which address.
What sends each message
| Message | Trigger and recipient | What to check |
|---|---|---|
| Customer link by email | You click Send or Resend and choose an email recipient. | A generated or copied link alone sends nothing. The recipient picker can use the customer, company, or a custom email. |
| Customer link by SMS | You send through the customer-link card with SMS enabled. | Check the recipient phone and channel. SMS can be the main Send button’s default. |
| Customer booking confirmation | The customer completes the confirmation flow and the booking moves into the confirmed state. It goes to the email supplied in that flow. | A booking request gets a request-received email instead. Reaching the last form step alone is not confirmation. |
| Booking request received | The customer submits a request through a public booking channel. The customer receives acknowledgment and the operator receives a new-request notification. | Review it in Bookings; no payment has been taken and the request holds capacity. |
| Request accepted without payment | You choose Confirm without payment on a request. | Acceptance confirms the booking and sends the customer an acceptance email. It does not record a rental payment. |
| Payment received by email | A supported online payment is processed. The customer receives confirmation through the booking-confirmation or payment-received flow. | The payment-received flow needs the saved customer email. Recording a cash payment is not an automatic customer receipt email. |
| Pickup instructions by email or SMS | You send from Customer Notification on the booking and choose a recipient. | Email offers customer, company, or custom recipients; SMS offers customer, driver, or a custom number. This is separate from the scheduled pickup reminder. |
| Remaining-payment reminder by email | Automatic schedule or Send reminder on the booking after an advance payment leaves a rental balance. | The automatic schedule has the conditions below. The recipient is the saved customer email, falling back to the company email. |
| Pickup reminder by SMS | A confirmed booking reaches the configured number of days before pickup. | SMS and pickup reminders must both be enabled, and the booking needs a valid customer phone number. This does not require an emailed customer link. |
Payment-received emails are separate from the initial booking confirmation. Online payment flows avoid sending two confirmations for the same payment; check the booking’s recorded payment and email history if the customer reports a missing receipt.
Set up automatic balance reminders
Open Settings → Channels → Shareable links and enable remaining-payment reminders. Choose the lead time before the balance due date and save your changes. The vehicle class’s payment policy determines how many days before pickup the balance is due.
Automatic reminders apply when all of these are true:
- The booking uses an advance payment and is partially paid.
- A rental balance remains.
- The booking is not cancelled, rejected, expired, or completed.
- Nomora has emailed a customer link or the website’s customer-management link.
- The customer link has not been revoked and automatic reminders are enabled.
A link you only copied or sent by SMS does not satisfy the emailed-link condition. The reminder also needs a usable customer or company email and an online payment provider.
Nomora schedules a reminder before the due date and another on the due date. If the configured lead time is zero, these become one reminder. For example, with pickup on 20 June, balance due two days before pickup, and reminder lead time three days, the reminders fall on 15 and 18 June. Changes to the schedule or payment balance update reminder eligibility.
To send one yourself, open the booking and click Send reminder or Resend reminder in the header. It is an email for a remaining balance after the advance payment, not a general message composer. A reminder sends a payment request; it does not collect or record the payment.
Set up pickup SMS
Open Settings → Notifications → SMS notifications. An organization admin can activate the paid SMS add-on. Enable pickup reminders, choose the days before pickup, and save the SMS settings.
Pickup SMS goes to a confirmed booking’s customer phone. It does not go to pending bookings or replace the email needed for automatic balance reminders. Use a valid phone number with the correct country code.
For team emails after a return, see emails after check-in. Their recipients and toggles are separate from customer messages.
Find a missing message
- Open the booking’s activity history and find the email or SMS send event.
- Check its recipient, send time, and delivery status. For email, open the message preview if available.
- Correct a wrong or bounced address before resending. Use the customer-link recipient menu to send to another address without changing the saved customer.
- If no send event exists, check the trigger and conditions above. Generating a link and copying it do not send a Nomora email.
The initial customer-link recipient override does not redirect all future automatic emails. Update the saved contact if future reminders need a different recipient.