If Appointment Reminders is enabled for your Organization, you will want to ensure that the following criteria are met if an Appointment Reminder was not sent out as expected.
Did you Reschedule the Appointment?
If you reschedule by dragging and dropping an Appointment AFTER the original Appointment Reminder has gone out, there will be NO Appointment Reminder for the Rescheduled (dragged and dropped) Appointment.
To ensure Rescheduled Appointments are sent a Reminder, follow these steps:
- Create the Reschedule as a NEW Appointment.
- Go back to the original Appointment. Double click to open.
- Mark the original Appointment Status as Rescheduled.
- Select the new Appointment you just created as the Rescheduled option.
Missing Details or Marked as "Do Not Contact"
Another common reason Appointment Reminders might not go out is because the Client does not have a phone number listed in the Mobile Phone field, OR the Client's file is marked as Do Not Contact.
- Locate Client and open Client Profile.
- Ensure there is a Mobile Number listed.
- Deselect any Do Not Contact fields as needed.
Your Client Stopped Texts From Your Reminder Number
If a Client responds with STOP, CANCEL, or UNSUBSCRIBE to an Appointment Reminder, the Client will no longer receive text message Reminders. The Client can reactivate the text message reminders by texting Start to your unique reminder phone number.
Confirm this is the reason by:
- Locate Client and open Client Profile.
- Click Reminders Log tab.
- Review the log for Stop, Cancel, or Unsubscribe.
Your Client Was Archived
If your Client was archived at the time that reminders were delivered, your Client will not receive a reminder. Only active Clients will receive Appointment Reminders.