📝 Overview
This guide shows you how to find and edit your text reminder templates so clients receive clear, consistent appointment messages. You’ll learn where templates live, how to update the wording, and how to keep reminders within SMS length limits to help ensure they send successfully.
🧠 Before You Start
Before setting up or sending text messages, review these important details to ensure accuracy, compliance, and efficiency. Following these best practices helps prevent overages, message duplication, and client confusion.
Click the arrow to learn more
Click the arrow to learn more
You’ll need access to Messaging System Settings in the desktop software. Message templates cannot be edited via the mobile app.
Please review our Messaging Best Practices to prevent any unintended overages and successful delivery to clients.
Before sending, preview your message and confirm your character count using the Twilio SMS Counter to ensure compliance with text message guidelines.
Be thoughtful about which notifications you enable as they will count toward your monthly allotment:
Appointment changed reminders send each time a ticket is updated.
Appointment scheduled reminders send immediately after booking.
Appointment reminders can be configured to send multiple times (such as one day or one week in advance).
Messages will not send until your messaging account registration has been verified by Twilio. If you have questions or need help, learn how to contact your product’s Support team below:
|
|
|
💬 Modifying the Text Reminder Template
Learn where to locate your Appointment Notification text reminder template, edit the message content, and confirm it fits within SMS limits by checking the estimated message count and character length before saving your changes.
Click the arrow to learn more about modifying your reminder template
Click the arrow to learn more about modifying your reminder template
Select Messaging & Marketing, then choose Messaging System Settings.
Click Edit Appointment Notifications.
In the Appointment Reminders tab, click Edit Message next to Text Reminders.
Click Edit Current Text.
Edit the message content until:
Estimated # of text messages shows 1, and Estimated length of message is 160 or lower.
Use placeholders from the dropdown to insert dynamic details like client name or business phone.
Placeholders do not need to be filled in, they will be automatically filled with the information in the Company Contact Information.
The Company Name, Company Phone are required placeholders. If those placeholders are not present in your message template, messages will not be delivered.
In the lower section, review the Estimated # of text messages and the Estimated length of message.
When you are finished making changes, click Save Text Message.
⭐️ Update Other Notification Templates (Recommended)
This section walks you through reviewing and updating other appointment-related notification templates so they match your reminders in tone and formatting and so each one stays short enough to deliver as a single text message.
Be thoughtful about which notifications you enable as they will count toward your total monthly allotment.
If Appointment Changed reminder are on, the client will receive a text each time the a ticket is updated.
Appointment Scheduled messages will send immediately, however reminders do not and will be queued up and sent in batches.
It's recommended to turn on the notifications for employees when an appointment is cancelled as that will allow them to be notified if a client responds with X to cancel.
Click the arrow to learn more about modifying other templates
Click the arrow to learn more about modifying other templates
Open the Client Notifications tab.
Use the Edit Text Message buttons for each appointment notification type.
Repeat the same process to ensure each template is short enough to send as one text message.
❓ FAQs
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
Why does it matter if my reminder is more than 160 characters?
Click the arrow to view the answer
Click the arrow to view the answer
Many SMS providers split longer messages (> 160 characters) into multiple segments. When that happens, your reminders can count as multiple texts, which may increase usage and could result in overage charges.
What should I change if the Estimated # of text messages shows 2 (or more)?
Click the arrow to view the answer
Click the arrow to view the answer
Shorten the message content until the editor shows Estimated # of text messages = 1 and Estimated length of message = 160 or lower.
Why aren’t my text reminders sending?
Click the arrow to view the answer
Click the arrow to view the answer
There are several reasons reminders may not send ranging from quick fixes to issues that require further investigation with our support team. If your messaging is not sending first verify the following:
Twilio Verification: If you recently set up the messaging service, messages will not send until your messaging account registration has been verified by Twilio. If you believe you’re verified and messages still aren’t sending, contact our support team.
Time Clock: If your server computer's time clock is off even by a second, it can interfere with the software's ability to send reminders. It is recommended enable the 'Set Time Automatically' within your computers settings. If needed, use the 'Sync Now' option within your computers time settings to correct the issue.
Internet Connection: A reliable internet connection is required for messaging to send successfully, ensure your internet is connected and working.
Computer Up Time: If the server computer has not been restarted in more than 7 days, shutting down and restarting the computer can help restore messaging functions.