Text reminders sending wrong location
Answered
Good morning. I've been using Simple Practice for about a month now. I have my clients receiving both email and text reminders and I am currently doing all of my sessions remotely. This morning, one of my clients contacted me to say that her text reminder stated the appointment would be at my office. I checked her location on the appointment and it was set for telehealth. I also double checked my text verbiage for video sessions (even though I saw no reason why it would have changed) and it is correct. So, I did a test with a fake appointment and sure enough, it came back that the appointment was at the office. So, I am going to have to reach out to all of today's clients to clarify. Anyone else having this problem? I have changed nothing, yet this started with texts last night. Do I need to cease all text reminders?
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I THOUGHT I had scheduled telehealth, but noticed it was set for office. After repeated attempts to change it without success, I created a completely new appointment on top of my existing one, just so I could have the telehealth appointment work.in time for the session. Not sure how to clear the duplicate or why it was so hard to change.
Not seeing anything else commented on this.
Thx. Kathy
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My clients are reporting the same thing. They are getting the text for In Office appointments and not the telehealth video reminders so somehow those aren't showing up.
I also noticed my 10 minutes prior to telehealth appointment notifications are turned off and my clients said they don't receive those either.
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I am having the same problem. So far I have had two clients drive to my office only to find that I wasn't there (we had a Telehealth session on the calendar). I added to my reminder email so that it warns to let me know if they receive an inaccurate text reminder. Beyond that, I don't know what else to do.
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Hi All - In order to ensure that your clients get Telehealth links to join their appointment, you'll want to enable email appointment reminders for your practice as well as for the individual client, in their Client Info tab. Appointment links are not included in text reminders. Once you've done this, make sure that the appointment's Office Location is set to Telehealth: Video Office. If you've done this, than an email with the link to join the call will be sent during the time you've set email reminders to go out for your practice, in addition to 10 minutes before the appointment start time. Here is more on Telehealth reminders.
If you'd like us to investigate a specific client, account setting, or feature, please submit a Help Request from your SimplePractice account. Click on the "?" icon to the bottom right > Get Help > Ask Question > Email. You can also click here to submit a Help Request: SimplePractice Help Request Form.
Although we're periodically monitoring the Community Forum and plan on improving our response times to questions posed here, this is also a place for customers to exchange ideas and engage with one another on how to best use our platform. I’m going to close this thread for comments now, but please submit a Help Request if you have specific questions about your client reminders.
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