Overview

Prerequisites

Before sending SMS/Text reminders, make sure the required setup is complete.

• The SMS/Text Appointment Reminder Service must be enabled in your system.

• Client mobile numbers must be recorded in their demographics.

• Clients must opt in to receive SMS reminders (either by default or individually).

Step 1: Enable the SMS/Text Appointment Reminder Service

To begin using SMS/Text reminders, you must first enable the service.

1. Navigate to Settings > Calendar Settings > SMS/Text Appt Reminders.

2. Click Enable Appointment Reminder Service.
   
   

3. Review the service charges and click I Agree.
   
   

4. Choose whether to:

   • Enable reminders for all clients, or

   • Enable reminders manually for each client.
     

Step 3: Configure Reminder Settings

After enabling the service, configure how reminders are sent to clients. You can add up to six reminders, each with its own settings.

1. The Reminder 1 tab opens. Click Add Reminder to enable more reminders.
   
   
   

2. Use the following options to customize your reminder:
   

   • SMS/Text Appointment Reminder Toggle – Use this switch to turn reminders on or off for the selected tab. When turned off, no message is sent for that reminder, even if other reminders are turned on.

   • Send SMS Reminder __ hours ahead of an appointment – Enter the number of hours before the appointment to send the reminder. You can type a value or use arrow keys.

   • Allow reminders during this window – Define the timeframe when reminders should be sent. Messages outside this window are not delivered.

   • Confirm/Cancel options:
     

   • Confirm Appointments: Allow clients to confirm by text.
     

   • Cancel Appointments: Allow clients to cancel by text.
     

   • Cancellation limit – Select the number of hours before the appointment that clients are allowed to cancel. After this period, cancellations will not be permitted. This setting is optional — select No limit from the dropdown if you don’t want to set a cancellation limit.

1. Reminder Text – Enter the message clients will receive. Use tags to personalize messages with client and appointment details.
   

Warning: Do not manually enter any PHI in the reminder text field.

Example Reminder Text using Tags:

Hello {Client First Name},  

This is a reminder for your upcoming appointment:  
Provider: {Provider Name}  
Location: {Location}  
Date/Time: {Appointment Date} {Appointment Time}  
Day: {Day of the week}  

3. Repeat the steps to add up to six reminders (e.g., 3 days, 2 days, 1 day before).

4. Click Save when finished.
   

Step 4: Configure Client Portal Options

In addition to reminders, you can allow clients to manage their preferences in the client portal.

• Clients may opt in to SMS reminders when booking an appointment.

• Clients see a privacy policy link before confirming opt-in.

• If clients attempt to cancel too close to their appointment, they will receive a message explaining the restriction.

• Clients receive a confirmation message when cancellations are successful.

Clients can also opt in to reminders when booking through a Quick Share Scheduling Link from the calendar.

Step 5: Enable Reminders for Individual Clients

If you did not enable SMS reminders for all clients by default, you can turn them on for individual clients.

1. Navigate to Chart Room > Communications > Appointment Reminders.

2. Select the Send SMS/Text Appointment Reminders checkbox.
   

Step 6: Enter or Verify Client Mobile Numbers

Before reminders can be sent, verify that each client’s mobile number is stored in the system.

1. Navigate to Chart Room > Demographics > Contact > Phone Numbers.

2. Click Edit.

3. Verify or enter the client’s mobile number.
   

Step 7: Reactivate SMS Reminders (if needed)

If a client stops SMS reminders, the SMS/Text Appointment Reminders checkbox in their chart will be disabled.

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