Appointment reminders

Your receptionist can remind customers about an upcoming appointment. Reminders are text messages, and you control the wording. They are included on both Solo and Core.

Which reminders are sent

There are two:

• 24-hour reminder: sent about one day before the appointment.
• 1-hour reminder: sent about one hour before the appointment.

Both go to the phone number on the appointment, from your business number. They are written in the language the customer used with your receptionist or, if that is not known, in your business's main language.

Which channel they use

Reminders are sent by text message (SMS). Your texting has to be active for them to go out. See "Why texting approval takes weeks" if yours is still pending.

Reminders are not sent on WhatsApp today. Accounts in Mexico use WhatsApp instead of texting, so they do not send reminder texts. On the Automatic messages page, the reminders are marked Not available on WhatsApp.

On some accounts, the cards show Also send by email. When it is on, a customer who gave an email address also gets the reminder by email, including in Mexico.

When a reminder is not sent

• The appointment was cancelled or marked as a no-show.
• The appointment has no phone number.
• The appointment is a request that has not been booked on a connected calendar yet. See "How booking works".
• The appointment was booked less than 36 hours ahead. The booking confirmation takes the place of the 24-hour reminder.
• The 1-hour text reminder only goes out if the 24-hour reminder did. If the 24-hour reminder is off or was skipped, the 1-hour reminder is not sent either.

If an appointment is moved, reminders start over for the new time.

Edit a reminder or turn it off

1. In the portal, open the menu item with your receptionist's name and select Automatic messages.
2. In the Appointments group, find 24-hour reminder or 1-hour reminder.
3. To change the wording, select Edit on the card. Use Message language to switch between English and Spanish.
4. To stop a reminder, turn off its switch. The card shows Inactive.

Only an owner or admin can make these changes. Changes apply to the next reminder that goes out.

See whether a reminder went out

Open Calendar. An appointment that has had a reminder, and is not marked confirmed, shows the status Reminder sent.