Microsoft Bookings confirmation emails are not sent to external customers

Hi, Dean and everyone--

I've labored over this for days and discovered that (at least for me) the issue was a very simple Bookings' form choice.

Using the default "Customer email" field is the key. I disabled that default field and inserted my own because I did not like the "Customer email" title. Most of my "customers" are students, and I thought the customer label would just create confusion. Apparently, only the default email field is the one configured as an email field, so Bookings does not recognize a customized field as an email field. Thus, no email messages are sent. My "Student Email Address" field appeared on my appointment form but was not recognized by Bookings as an email field, so Bookings did not recognize it as a replacement to the "Customer email" field. After days of frustration, the solution was to simply enable to the default field.

FYI

• I discovered that the default Customer email field name on the booking page is just Email and not Customer email, so all a "customer" reads in that text field is Email.

Hello All! I too have, painfully, discovered this issue and the issue is clearly with Microsoft Bookings...at the very least, MS Bookings is saying "A confirmation should/will be delivered to the client"...by checking this box, we can have an "additional" email sent to the client, allowing them to add a meeting "invite" to their respective calendar.

Problem here is that our clients aren't receiving this initial confirmation email anymore...this was never an issue in the past MICROSOFT...FIX IT!!!

Respectfully Submitted!

Hi, Dean and everyone--

I've labored over this for days and discovered that (at least for me) the issue was a very simple Bookings' form choice.

Using the default "Customer email" field is the key. I disabled that default field and inserted my own because I did not like the "Customer email" title. Most of my "customers" are students, and I thought the customer label would just create confusion. Apparently, only the default email field is the one configured as an email field, so Bookings does not recognize a customized field as an email field. Thus, no email messages are sent. My "Student Email Address" field appeared on my appointment form but was not recognized by Bookings as an email field, so Bookings did not recognize it as a replacement to the "Customer email" field. After days of frustration, the solution was to simply enable to the default field.

FYI

• I discovered that the default Customer email field name on the booking page is just Email and not Customer email, so all a "customer" reads in that text field is Email.

Hi Dustin,

Totally understand your situation and that makes total sense. 

What i found was that bookings creates an email address as part of creating the calendar and if you don't have an outgoing mailbox configured to this address then it only delivers the emails internally as part of a distribution group. 

I now have bookings working completely however as part of our business trying to integrate everything into teams we now use the booking app inside of there. There are some differences such as all appointment types are available for all staff regardless of how they are setup in bookings in teams so the integration side of things I believe still has a way to go. 

At the moment I am just using it for booking internally for external customers and as of yet I haven't opened this up to the customers booking their own appointments

Hi JosXF,

Thank you for the information in your post.

If your external customer could not receive confirmation emails, to confirm if it is related to Bookings settings, please kindly go to the Booking Page & Services page to re-confirm this. In the Booking Page, please check both “Notify the business via email when a booking is created or changed” & “Sending a meeting invite to the customer, in addition to the confirmation email”. In Services page, please select the corresponding service, under Reminders and Confirmations, please add an email reminder and send to “Customer”. Also, please make sure both of the Email notifications are checked here. Please find the following screenshots for your reference.

[](https://learn-attachment.microsoft.com/api/attachments/b3c532af-d5e9-4739-af78-8ea7bfa47f10?platform=QnA"https://docs.microsoft.com/en-us/exchange/monitoring/trace-an-email-message/trace-an-email-message" rel="ugc nofollow">run a message trace with an admin account to see if there are any undelivered messages and kindly provide us a screenshot of the result via Private Messages for further analysis. In the sender field, please kindly enter the ******@Company.onmicrosoft.com email address (which is the email address of the calendar generated after setting up booking page, could also be found in Microsoft 365 admin center > Users > Active users.). You could also check your private messages from your forum account profile > view private messages. Thank you for your understanding and cooperation.

Please feel free to let us know if there are any updates from you. I’ll be happy to continue working on this problem with you:)

Best regards,

Jasmine

Hi JosXF,

We haven’t heard from you about your question of Bookings.

Please let us know if you would like any further assistance. We will always be here to help:)

Best regards,

Jasmine