Overview
As soon as an appointment is booked, whether online or by the business, the customer will receive a Booking Email. This first email shows the details of the appointment and the Client Instructions. Two days before the actual appointment, around 8am (PST), the Reminder Email is sent. This email has the same details as the Confirmation Email but with a link to confirm the appointment. If a client has not responded to the Reminder Email, around 3pm (PST) on that same day they will receive a Reminder Text.
IMPORTANT: Clients must have an email address and mobile number on their Client Profile to receive emails and text messages.
Booking and Reminder Schedule
Booking Email  | Sent immediately after the appointment is booked by the client or by the business. The booking email contains appointment details and the custom message from the “Client Instructions” field. If applicable, a "Complete Forms" button will appear at the top and '[Action Needed]' will appear in the subject line. |
Reminder Email  | Sent at approximately 8am (PST), 2 days before the appointment day. The email reminder also contains the “Client Instructions” message. If applicable, a "Complete Forms" button will appear at the top and '[Action Needed]' will appear in the subject line. |
Reminder Text  | Sent at approximately 3pm (PST), 2 days before the appointment day, but only if the client has not responded to the email reminder. A 'Yes' response to the text will confirm the appointment and send the automatic reply "Thank you! You are confirmed." A 'No' or any other response will forward their message to the business if you have the Contact Center add-on. If a client sends a 'No' or other text besides yes, confirm, etc. and you do not have the Contact Center add-on, they will receive the automatic reply "Your message was not received, please contact the business directly." |
The above is the default schedule but you also have the ability to customize when your reminder emails and texts are sent out. Go into the Manage tab, scroll down to the area titled "Location Features", in this area you will see Appointment Reminders. You can choose a different amount of days (1-5) for each reminder instance.
Please note that either way you choose to send them (i.e. email first then text, or vice versa), if the first message is confirmed the second message will not be sent out.
Reminder Status
Businesses can easily view if and when an email and text message reminder was sent to a client. To view this information, single-click an appointment on the calendar to open the preview window, then hover your mouse over the black broadcast icon. Reminders that were sent will appear below.
Example Booking Email (without Forms)
Example Booking Email (with Forms)
Example Reminder Email
Example Reminder Text
Text Message Affirmative Responses
The following responses to text messages are not case sensitive and will trigger the automatic confirmation of an appointment: y, ya, yas, ye, yep, yes, yu, yus, yuss, yass, yess, yep, yup, sure, sure thing, see you, see you then, excited, so excited, confirm