Sending SMS/Text Appointment Reminders to Clients

Sending SMS/Text Appointment Reminders to Clients

Overview

ICANotes+ enables you to send SMS/Text reminders to clients about their scheduled appointments. This feature helps reduce no-shows, improve client engagement, and provides flexible configuration options for scheduling and customizing reminder messages.

Clients can confirm or cancel appointments directly via text, and providers can define how and when reminders are delivered.

Info
SMS/Text appointment reminders are available only for individually scheduled appointments and are not supported for group appointments.

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.

    NotesIf you have set up a contract with our sales team, send an email to ticket@icanotes.com to enable or disable the SMS/Text Appointment Reminder feature for your plan.

  • 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 2: Grant Access to the Feature 

Only authorized users can access the SMS/Text Appointment Reminder feature.

To grant access:
  1. Go to Settings > Practice Settings > Roles & Permissions.
  2. Create a new role or edit an existing role.
  3. Expand the SMS/Text Reminders tab.
  4. Select the Manage Reminder Settings checkbox.



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.

InfoImportant: SMS/Text appointment reminders are sent only for individual appointments. These reminders are not triggered for group appointments.

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

Example Reminder Text:
Hello John Smith,

This is to remind you for the appointment scheduled with us. Here are the appointment details:

Provider Name: John Doe
Location: Rockville 
Appointment Date/Time: 08/29/2025 11:00 AM
Day of the week: Friday

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}

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

  2. 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.

Notes
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.

Notes
If a client has previously opted out and wants to resume receiving reminders, they can send START or OPT-IN from their mobile number to 89456.


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.

To reactivate the SMS Reminder feature,

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

  2. Click the Send Reactivation Email button.


FAQs 

Can SMS/Text appointment reminders be sent for group appointments?
No. SMS/Text appointment reminders are only supported for individually scheduled appointments and are not sent for group appointments.

Who can configure SMS/Text appointment reminder settings?
Only users with the Manage Reminder Settings permission can access and configure SMS/Text appointment reminder settings.

How many appointment reminders can I configure?
You can configure up to six separate reminders for an appointment, each with its own timing and message settings.

Can clients confirm appointments through SMS/Text reminders?
Yes. You can enable the option that allows clients to confirm appointments directly by replying to the reminder message.

Can clients cancel appointments through SMS/Text reminders?
Yes. You can allow clients to cancel appointments by text and optionally set a cancellation limit that restricts how close to the appointment time cancellations are allowed.

What happens if a client tries to cancel after the cancellation limit has passed?
The cancellation request will not be accepted, and the client will receive a message explaining that cancellations are no longer permitted.

Can I customize the reminder message sent to clients?
Yes. You can create custom reminder messages and use available tags to automatically insert appointment and client information.

Can I include PHI in reminder messages?
No. Do not manually enter Protected Health Information (PHI) in the reminder text field.

Can clients choose whether to receive SMS/Text reminders?
Yes. Clients can opt in to SMS/Text reminders through the client portal when booking appointments, if that option is enabled.

Can reminders be enabled for all clients automatically?
Yes. When enabling the SMS/Text Appointment Reminder Service, you can choose to enable reminders for all clients or enable them individually.

How do I enable SMS/Text reminders for a specific client?
Navigate to Chart Room > Communications > Appointment Reminders and select the Send SMS/Text Appointment Reminders checkbox.

Why are reminders not being sent to a client?
Verify that:

  • The SMS/Text Appointment Reminder Service is enabled.
  • The client has opted in to receive reminders.
  • A valid mobile phone number is entered in the client's demographics.
  • The reminder is enabled and scheduled within the allowed delivery window.

How do I update a client's mobile phone number?
Go to Chart Room > Demographics > Contact > Phone Numbers, click Edit, and enter or update the client's mobile number.

What should a client do if they previously opted out of SMS reminders?
The client can send START or OPT-IN from their mobile phone to 89456 to opt back in.

How do I reactivate SMS reminders for a client who has stopped receiving them?
Navigate to Chart Room > Communications > Appointment Reminders and click Send Reactivation Email.

Do clients receive confirmation when they cancel an appointment through SMS/Text?
Yes. Clients receive a confirmation message when a cancellation is successfully processed.

Can clients opt in to SMS reminders when using a Quick Share Scheduling Link?
Yes. Clients can opt in to SMS reminders while booking appointments through a Quick Share Scheduling Link.


Need Help?

For further assistance, contact:
📞 Phone: 443-203-5857
📱 Text: 866-301-0085
📧 Email: ticket@icanotes.com
💬 Chat: https://app.icanotes.com


Proprietary Notice Information: This article is provided for informational purposes only, and the information herein is subject to change without notice. While every effort has been made to ensure that the information contained within this article is accurate, ICANotes cannot and does not accept any type of liability for errors in, or omissions arising from the use of this information.

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