Adding a confirm or cancel option in text and voice reminders

You can give clients the option to confirm or cancel appointments through text and voice reminders. This allows your clients to manage their schedule proactively, and can help reduce no shows.

In this guide, we’ll cover:

• Allowing clients to confirm or cancel through text reminders
• Allowing clients to confirm or cancel through voice reminders
• Checking confirmed or unconfirmed appointments
• Checking canceled appointments

Note: If your cancellation policy permits, clients can also cancel appointments directly from the Client Portal. To learn more, see Setting up your practice's cancellation policy.

Allowing clients to confirm or cancel through text reminders

Important: Clients will only be able to cancel appointments within your practice’s set cancellation window. For example, if you’ve set up your cancellation policy so that clients can only cancel at least 24 hours before their appointment, you can set up text reminders to be sent 48 hours or 72 hours prior to the appointment. If your cancellation policy is set to Require a phone call to cancel, they will not be able to cancel using this feature. For more information, see Setting up your practice's cancellation policy.

To let your clients to confirm or cancel via text:

1. Navigate to Settings > Client notifications > Text.
2. Below the custom text window, select Add confirm / cancel link.
3. Choose the type of confirm/cancel link you'd like to include in your reminder: Confirmation Link, Cancellation Link, or Confirmation & Cancellation Link.

4. This will insert a unique link in the text reminder. If the client taps the link, it opens an Appointment Details page where they can manage their appointment.

Note: For client instructions on how to confirm or cancel appointments via text, see Confirming and canceling appointments via text reminders.

Allowing clients to confirm or cancel through voice reminders

If a client is set up to receive voice reminders, they can confirm or cancel their appointment when they answer the voice reminder call. The client will be instructed to press 1 to confirm their appointment or 2 to cancel their appointment.

To give clients the option to cancel, we recommend that the voice reminder is sent during your cancellation window. For example, if you’ve set up your cancellation policy so that clients can only cancel at least 24 hours before their appointment, you can set up voice reminders to be sent 36 hours, 48 hours, or 72 hours prior to the appointment. If your cancellation policy is set to Require a phone call to cancel, they will not be able to cancel using this feature.

To let your clients confirm or cancel by through voice reminders:

1. Navigate to Settings > Client notifications > Voice.
2. Select how soon before the appointment the reminder will be sent.

In the above example, a client will be able to confirm or cancel their appointments when they answer their voice reminder call, as this would be received more than 24 hours before their appointment.

Checking confirmed or unconfirmed appointments

You can check the confirmed or unconfirmed status of a client’s appointment from 3 different places: the calendar, a client’s Overview page, and the Daily Agenda Email.

From the calendar

• Click the appointment on the calendar to open the appointment flyout.
  • If the client confirmed the appointment, you’ll see a Confirmed via text status.

• If the client confirmed the appointment via voice, you’ll see a Client confirmed status.

From the client’s Overview page

• Navigate to the client’s Overview page.
  • If the client confirmed their next appointment, you’ll see a Confirmed status under their name.

From the Daily Agenda Email

• The Daily Agenda Email will list all of your appointments for the upcoming day, along with their confirmation status.

Checking canceled appointments

If a client has canceled their appointment, you can check a canceled status from 5 different places: the calendar, a client’s Overview page, Daily Agenda Email, Account Activity, and an email notification for a client’s cancellation.

From the calendar

• Click the appointment on the calendar to open the appointment flyout.
  • If the appointment has been canceled by the client via text, you’ll see a Cancelled via text status.

• If the appointment has been canceled by the client via voice, you’ll see a Client cancelled status.

From the client’s Overview page

• Navigate to the client’s Overview page.
  • If the client canceled their next appointment, you’ll see a Canceled status under their name.

From the Daily Agenda Email

• The Daily Agenda Email will list all of your appointments for the upcoming day, along with their cancellation status.

From the Account Activity

• The Account Activity will show you when a client canceled their appointment via text, along with the Reason they provided.

Note: To learn more about what account activity is tracked, see Account Activity: Tracking changes and information access in your account.

From an email notification

• You'll receive an automated email right after a client cancels their appointment by text.