Appointment Reminders will allow staff and/or client contacts to receive email and/or SMS notifications for upcoming appointments, modifications to those appointments, as well as cancelled or deleted appointments.
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On the mobile browser application users will see the following message next to the Client Contact Reminders field “Go to desktop application to add/edit client contact reminders.” We will address this functionality in future releases |
Setting up Default Appointment Reminders in the Company Account
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| Step | Description | Good to Know |
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| 1 | Provide Permission to Staff View/Edit Reminder Settings | To give staff the ability to turn on and edit appointment reminders, navigate to Company Account>Roles>Edit Permissions>Under Staff Member Info, select “View/Edit Reminders”  | Only Staff Members with the Permission “View/Edit Reminders” has the ability to turn on and edit the reminders on their profile or other staff profiles that user has permission to access Users without this permission can still receive reminders and they will be able to opt out of receiving reminders at the appointment level.
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| 2 | Update Staff Member Reminder Settings | Staff with permission to Navigate to Staff Members>Click on the Staff Members Name>Scheduler Preferences>Reminders  Select the checkbox next to Email and/or SMS depending on the communication channel(s) that specific staff would like to receive appointment notifications through Use the drop down menus to change the company’s default reminder settings for how many hours or days in advance the user would like to receive notification before appointment start time Click Save
| Staff members will receive reminders for both non-billable and billable appointments By default if staff reminders are turned on at the company account level, staff reminders will be turned ON for all staff. Staff with permission to Edit reminders may choose to not receive appointment reminders by not selecting the checkboxes next to Email or SMS The Reminders tab will not appear in the staff profile scheduler preference unless reminders for staff are first enabled in the Company Account Staff with permission may override the default company account staff reminder settings.
For example: Company sets up reminders in the Company Account for staff to receive notification 1 hour before appointment start time. Staff can override that here to choose if they want to receive the reminder 2 hours before appointment start time or 1 day in advance |
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| Step | Description | Good to Know |
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| 1 | Manage Client Contact Appointment Reminder Settings | Navigate to Clients>Click on the Client’s Name>Contacts>Add New Contact or Click Edit on a Current Contact 
Select the checkbox next to Email and/or SMS depending on the communication channel(s) that specific client contact would like to receive appointment notifications through Use the drop down menus to change the company’s default reminder settings for how many hours or days in advance the client contact would like to receive notification before appointment start time Click Save
| Eligible client contacts will only receive reminders for billable appointments. Client Contacts cannot currently control their appointment reminder settings. This is an admin level feature to manage client contact appointment reminder settings. EX: A company sets up reminders for a client contact to receive notification 1 hour before appointment start time. This can be overridden here if the client contact would like to receive notification 1 day in advance or 2 hours in advance instead Email checkbox will be enabled only if the contact has an email addresses listed in their contact page If SMS is selected, a phone number is required to enter before clicking save The Reminders field will not appear in the client contact page if not first enabled under the Company Account
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| Feature | Description | Good to Know |
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| 1 | Selecting Client Contact Reminders-Single occurrence appointments | For billable appointments only To add a client contact, create a billable type appointment>enter all appt details THEN Click in the client contact reminder field. Choose from the following options: Select “None” to not send any client contact reminders for the appointment  Select one Client Contact from the drop down menu  Add Multiple contacts (if available)  If there are no client contact(s) with the reminder settings enabled Then the following text will display in the client contact reminder field: “There are no contacts to select”  | When creating a billable appointment on the Scheduler, if there is an asterisk* next to the Client Contact Reminders field, it is required to select a Client Contact before saving the appointment. If there is no asterisk next to the Client Contact Reminders field, it is optional to add Users will not be able to select a client contact at the appointment level if the contact does not have appointment reminders enabled. If a client contact is removed (deleted) from the client profile, that contact will also be removed from any existing appointments. (it is not recommended to remove client contacts if they are connected to existing appointments) Client contacts may always be added after saving an appointment for appointments dated in the future When removing a client contact from an existing appointment, the client contact will not receive a notification that they have been removed from the appointment and they will also not receive any reminders from that point forward regarding that appointment If the client contact reminders are not enabled under the Company Account, user will see the following message on the appointment level, “There are no contacts to select” (Will be improving this messaging in future releases)
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| 2 | Client Contact Reminders- Appointment Series | Simlar to single occurrence appointments users may select none, 1 or multiple contacts when creating series appointments.  | |
| 3 | Appointment Staff Reminder Option | For billable or non billable appointments Select or Deselect the checkbox next to “Send Reminder to [STAFF NAME]” depending on if that staff member would like to receive a reminder for that appointment Select the checkbox to send staff an appointment reminder  Deselect the checkbox to not send the staff member an appointment reminder:  | Users will not be able to select the staff checkbox to receive an appointment reminder if reminders have not been set up under that staff’s profile The staff checkbox will not appear on the appointment level if staff reminders are not first enabled under the company account the option will not be available for past appointments
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| 1 | Changing Date/Time on an Appointment | Changes to the date/time will result in a modification reminder being sent to the staff and or client contact(s) added on the appointment level The notification will be sent after the modifications are saved Modification template will be used for date and/or time changes
| Staff and Client Contact(s) will receive modification courtesy reminders prior to the new (upcoming) appointment reminder notification if a modification was made prior to the new reminder being sent. If the original appointment reminder was first received, then the appointment was modified, the staff and client contact(s) will receive the modification notification. They will also receive a new appointment reminder for the new date/time.
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| 2 | Changing Client Assignment | If the client assigned to an appointment is changed after the new appointment reminder was sent to the client contact(s) of the original client assigned, the same client contacts who received the previous reminder will receive a cancellation notification If the client assigned to an appointment is changed after the reminder was sent to the staff member, the staff member will receive a cancellation notification regarding the appointment with the previous client and then they will receive a new appointment reminder for the appointment with the updated client The new client contact added to the appointment will receive the new (upcoming) appointment reminder If the client assignment is changed before the appointment reminder went out to the original client contacts and staff member, then no notification will be sent to the original client contact nor staff about the change. The client contact and staff will receive the new (upcoming) appointment reminder based on their appointment reminder settings.
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| 3 | Changing Staff Assignment | If the staff assigned to an appointment is changed after the original staff member received a reminder about this appointment, the original staff member will receive a cancellation notification. If the staff assigned to an appointment is changed after client contact(s) received an appointment reminder, the client contact(s) will receive a cancellation notification for the appointment with the original staff member and then they will receive a new appointment reminder with the new staff member The new staff assigned to an appointment will receive the new appointment reminder If the staff assigned to an appointment is changed before the staff and client contact(s) have received an appointment reminder, no one will be notified of this change. The new staff member and client contact(s) will both receive a new appointment reminder notification dependent on their reminder settings
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| 4 | Cancelled Appointment | | Staff and Client Contact(s) will receive a cancellation notification prior to the appointment reminder notification if a cancellation was made before their new appointment reminder is set to alert them Once an appointment is cancelled, any action taken on the cancelled appointment (such as changing the dates, times, or deleting the cancelled appointment) will not trigger a notification for staff or clients
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| 5 | Deleted Appointment | | Staff and Client Contact(s) will receive a cancellation notification prior to the appointment reminder notification if a deletion was made well in advance before their new appointment reminder is set to alert them If the appointment was deleted after the appointment was cancelled, the staff and client contact(s) will receive two cancellation notifications, one when the appointment was cancelled and one when the appointment was deleted
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| 6 | Appointment Series- Reminder Rules | Modifying and deleting whole appointment series does not trigger appointment reminders to staff or client contact(s) Including occurrences that you already received a reminder for For series appointments, if a user makes a change to a whole series such as changes the recurrence, days of the week, removes a day or adds a day, changes date range, changes the # of occurrences, etc. the system does not send any reminders Reminders are only sent if user cancels, deletes, or modifies a single occurrence appointment
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Good to Know:
If an appointment is scheduled under 60 minutes before the appointment start time, the system will send a notification to that staff member and client contact(s) after the appointment is saved.
Changing appointment details such as the Place of Service, Location, Tag, Service, Pay Code, entering notes in the appointment note field, or staff verifying the appointment will NOT send out notifications
When disabling reminders from the company account, the system no longer sends reminders even if they are already selected on existing appointments
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