This guide applies to:

  • Basic Edition
  • Plus Edition
  • Pro Edition
  • Business Edition

What To Do When Notification Emails Are Not Showing The Right Message

What You Might Be Seeing

  • “Twig_Error_Syntax: Unexpected “}” in “template” at line 3. in …”
  • ” {{ customer._info… }} “
  • Missing customer information in the email message

Why You’re Seeing Notification Errors

The Notification Messages in SSA use Twig templates to grab information from the Booking Form.

If you go to any Notification Message, you’ll notice code snippets (or tokens) that are surrounded by curly brackets: {{ _token_ }}. This is a Twig template. It’s what will grab information like customer name, appointment time, etc…

When the Twig template is not written correctly, it will cause errors and issues in your Email Messages.

For example if there’s a missing “{” somewhere your message will not show up or throw a crazy long error.

Or, if something is misspelled inside the brackets, then that could also cause issues with how the message is shown in the final message.

How To Fix Errors in Notification Email Message

The first step is to open the Appointment Type with the notification that is causing issues.

Go to Appointments > Appointment Types > Click your Appointment Type > Notifications

How to Preview Notification Messages

To easily see how your messages look before saving them, you can preview the message by clicking on the eyeball icon in the top-right corner.

After clicking the eyeball icon, you’ll see a pop-up where you’ll have to click on an Appointment from the drop-down.

Checking the Curly Brackets

Usually one of the curly brackets will be missing. First make sure that each Twig token is properly surrounded by the curly brackets, like this: {{ _token_ }}.

Checking the Tokens Inside Curly Brackets

Sometimes the token inside the curly brackets is misspelled. If you go down to the end of the page you’ll see a table of Tokens. Use this to spell check your Twig templates.

Or, to easily replace a misspelled Twig template, use the Syntax button on the top-left corner. It looks like: Tt. This should show you a drop-down menu that’ll let you paste in each token.

Copy and Paste a Default Message

If the message text has been cluttered too much and it’s hard for you to look at and fix. You could copy and paste one of the default messages into your Notification.

Here is page with all our default messages:


Let us know if you’re trying to use a custom field Twig template that needs checking or if you’ve tried all the above and your Notification messages still don’t work right.