Enabling appointment reminders for clients

Once you've set up your practice-wide settings for appointment reminders, you're ready to enable them for specific clients. This is a two step process on the client's profile settings. First, you add the client's contact details and indicate that you have the client's permission to contact them. Second, you toggle on which types of reminders you'd like to send to them. 

Appointment reminders are localized to the client’s time zone, if one is set on their profile. If a client doesn’t have a time zone assigned, reminders will default to the practice time zone. To learn more, see Managing time zones settings.

To turn on appointment reminders for a client:

1. Navigate to a client’s Overview page > Edit.
2. Under Contact details, make sure that the client’s email and/or phone number has been entered.
3. For email reminders, use the Permission dropdown next to the client’s email to select Email OK.

4. For text/voice reminders, use the Permission dropdown next to the client’s phone number to select Text / Voicemail OK, Text OK, or Voicemail OK.

5. If a client has another email address or phone number you’d like to add, you can click + Add email or + Add phone to enter this information, and designate a Type and Permission.

Note: If a client has already submitted the Demographics form through the Client Portal, they may have already indicated consent for email, voice, and/or text communication. You can update these permissions whenever necessary.

When a client's email or phone Permission dropdown is set to OK, you can customize the Reminder and notification options settings. You can turn on upcoming appointment reminders, incomplete document reminders, and cancellation reminders.

To enable upcoming appointment reminders for a client:

1. Under Reminder and notification options, toggle Upcoming appointments to On.
2. Click Manage.

3. From the dropdown menus, choose an email address and/or phone number for upcoming appointment reminders.
4. If the client doesn’t want to receive upcoming appointment reminders via email or phone, select No email or No phone from the dropdown menus.

5. Click Save Client.

This client will now begin receiving reminders before each appointment. 

Other reminder and notification options

You can follow the above steps to turn on Incomplete documents reminders or Cancellation reminders for a specific client. 

For more information on the Incomplete documents client reminders, see Sending manual reminders for pending forms, documents, or uploaded files.

Cancellation reminders are sent when a clinician or scheduler updates an appointment to the Clinician canceled status. For more information, see Managing appointment statuses and billing.