I’m having trouble with:
Customers are replying directly to automated SMS appointment notifications sent by the Wix Bookings system in order to cancel or reschedule appointments. However, these replies are not being properly received or monitored by the business owner.
As a result, customers believe their appointment has been cancelled successfully, while the business owner is unaware of the cancellation request and treats the appointment as a no-show. This is creating misunderstandings, customer frustration, conflicts, and loss of trust.
Working in:
Wix Bookings
Wix Automations
Wix SMS Notifications
Site link:
What I’m trying to do:
I want to prevent customers from mistakenly replying to automated Wix SMS messages for appointment cancellations or rescheduling.
Ideally, I would like one or more of the following:
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Disable replies to automated SMS messages
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Add a clear “Do not reply to this message” notice
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Redirect replies to a monitored business number
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Find a recommended Wix workflow to avoid customer misunderstandings
What I’ve tried so far:
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Attempted to edit the default automated SMS message
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Checked Wix Automations settings
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Tried modifying the SMS template wording
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Learned that some default automated SMS templates cannot be edited directly
Extra context:
This issue is affecting real customer interactions and business operations.
Customers naturally assume that replying to the SMS message is a valid way to cancel or reschedule appointments. Since the replies are not reliably visible to the site owner, this creates confusion and damages customer trust.
I believe many appointment-based businesses using Wix may experience the same issue.