Appointment Reminders (SMS)

Quick Reference: Automated SMS reminders to reduce no-shows and improve attendance

📋 TL;DR - Quick Start

1. Navigate to Settings → Appointments → Reminders
2. Toggle Enable SMS Reminders to ON
3. Configure timing options:
   • ☑️ 24 hours before appointment
   • ☑️ 3 hours before appointment (recommended)
   • ☐ 1 hour before appointment (optional)
4. Select SMS template for each timing
5. Preview merged message
6. Save settings
7. Test with fake appointment to yourself
8. Monitor delivery in Messages → SMS Log

Result: Automated reminders sent before every appointment - no manual work required

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What are Appointment Reminders?

Definition

Appointment Reminders are automated SMS messages sent to clients before their scheduled appointments, reducing no-shows and late arrivals without manual effort.

Purpose

• Reduce No-Shows: Industry average 15-25% → 5-8% with SMS reminders
• Increase Attendance: Clients appreciate reminders in busy lives
• Save Time: Automated (vs calling every client manually)
• Improve Client Experience: Professional, convenient communication
• Reduce Revenue Loss: Every no-show = lost revenue + wasted time slot

How It Works

1. Client books appointment for Mon 15th March at 2:00 PM
2. System automatically calculates reminder send times:
   • 24h before: Sun 14th March at 2:00 PM
   • 3h before: Mon 15th March at 11:00 AM
3. At calculated times, Aestheticc sends SMS via Twilio
4. Client receives reminder, replies CONFIRM or calls to reschedule
5. You see delivery status and replies in Messages inbox

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Benefits of SMS Reminders

Quantified Impact

Industry Research:

• No-Show Reduction: 60-75% reduction in no-shows (Source: Healthcare SMS studies)
• Response Rate: 90%+ of SMS opened within 3 minutes (vs 20% email open rate)
• Cost-Effectiveness: £0.08 per reminder (2 SMS) vs £2-5 per phone call

Example ROI (100 appointments/month): | Metric | Without Reminders | With SMS Reminders | Improvement | |--------|------------------|-------------------|-------------| | No-Show Rate | 20% (20 missed) | 8% (8 missed) | 60% reduction | | Revenue Lost | £4,000/month | £1,600/month | £2,400 saved/month | | Staff Time | 5 hours/week calling | 0 hours (automated) | 20 hours saved/month | | SMS Cost | £0 | £16/month (200 SMS) | Net savings: £2,384/month |

Annual Savings: £28,608 (£2,400/month × 12 months)

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Enabling Appointment Reminders

Step 1: Navigate to Settings

From Dashboard:

1. Click Settings in left sidebar
2. Click Appointments tab
3. Scroll to Reminders section

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Step 2: Enable SMS Reminders

Master Toggle:

• Toggle Enable SMS Reminders to ON
• Turns blue when enabled
• All future appointments will receive SMS reminders

Disable Globally:

• Toggle OFF to stop all automated reminders
• Existing scheduled reminders for upcoming appointments will still send (stop individually if needed)

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Step 3: Configure Reminder Timing

3 Timing Options Available:

Option 1: 24 Hours Before (Recommended)

Purpose: Primary reminder, gives client time to reschedule

Checkbox: ☑️ Send 24 hours before appointment

When It Sends:

• Appointment: Mon 15th March at 2:00 PM
• Reminder sent: Sun 14th March at 2:00 PM

Best For:

• All appointment types
• Standard reminder giving 1 day notice
• Industry best practice

Pros:

• ✅ Early enough to reschedule without stress
• ✅ High confirmation rate
• ✅ Reduces Sunday-scheduled appointments no-showing on Monday

Cons:

• ❌ Some clients forget again between Sunday and Monday

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Option 2: 3 Hours Before (Highly Recommended)

Purpose: Final reminder, catches last-minute forgetfulness

Checkbox: ☑️ Send 3 hours before appointment

When It Sends:

• Appointment: Mon 15th March at 2:00 PM
• Reminder sent: Mon 15th March at 11:00 AM

Best For:

• All appointment types (especially high-value treatments)
• Final "leaving for clinic soon" reminder
• Most clinics use this as PRIMARY reminder

Pros:

• ✅ Top-of-mind (client likely to remember 3 hours later)
• ✅ Last chance to reschedule same-day
• ✅ Lowest no-show rate when used

Cons:

• ❌ Too late to fill slot if client cancels

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Option 3: 1 Hour Before (Optional)

Purpose: Very last reminder for chronic late clients or high-value appointments

Checkbox: ☐ Send 1 hour before appointment

When It Sends:

• Appointment: Mon 15th March at 2:00 PM
• Reminder sent: Mon 15th March at 1:00 PM

Best For:

• High-value treatments (£500+)
• Clients with history of lateness
• VIP clients deserving extra attention

Pros:

• ✅ Absolute final reminder
• ✅ Catches "on the way" clients running late

Cons:

• ❌ Can feel excessive (3 SMS = £0.12 cost)
• ❌ May annoy clients if overused
• ❌ Too late to fill slot if cancelled

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Recommended Timing Strategy

Standard Clinics (Most Common):

• ☑️ 24 hours before
• ☑️ 3 hours before
• ☐ 1 hour before (off)

High-Value/Luxury Clinics:

• ☑️ 24 hours before
• ☑️ 3 hours before
• ☑️ 1 hour before (for £500+ treatments only)

Budget-Conscious Clinics (Minimize SMS costs):

• ☐ 24 hours before (off)
• ☑️ 3 hours before ONLY

Chronic No-Show Problem:

• ☑️ 24 hours before
• ☑️ 3 hours before
• ☑️ 1 hour before (all three)

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Step 4: Select SMS Templates

For each enabled timing, select which template to use:

24-Hour Reminder Template:

• Dropdown: Select "Appointment Reminder - 24h" (or create custom)
• Preview shows merged message:

  Hi Sarah! Reminder: Botox - Forehead appointment tomorrow at 2:00 PM with Dr. Smith. Reply CONFIRM or call 020-1234-5678. - Glow Aesthetics
  

3-Hour Reminder Template:

• Dropdown: Select "Appointment Reminder - 3h"
• Preview:

  Hi Sarah! See you in 3 hours for Botox - Forehead at 2:00 PM. Call 020-1234-5678 if running late. - Glow Aesthetics
  

1-Hour Reminder Template:

• Dropdown: Select "Appointment Reminder - 1h"
• Preview:

  Hi Sarah! Your Botox - Forehead appointment starts in 1 hour (2:00 PM). See you soon! - Glow Aesthetics
  

No Templates Yet? Create templates first: SMS Templates Guide

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Step 5: Save Settings

Click Save Reminder Settings button at bottom of page.

Confirmation:

"Appointment reminder settings saved! All future appointments will receive SMS reminders at selected times."

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Step 6: Test Reminders

Create Test Appointment:

1. Add yourself as client (use your mobile number)
2. Create appointment for tomorrow at current time + 3 hours
3. Wait 3 minutes (system checks for reminders every 5 minutes)
4. Check your phone - should receive 3h reminder SMS

If No SMS Received:

• Check Twilio is configured (Settings → Integrations → Twilio)
• Check Twilio has credit (Twilio Console → Billing)
• Check your phone number is correct in client profile
• Check Messages → SMS Log for errors

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How Reminder Scheduling Works

Behind the Scenes

Reminder Calculation: When appointment is created, Aestheticc calculates send times:

Example:

• Appointment created: Fri 12th March at 10:00 AM
• Appointment scheduled for: Mon 15th March at 2:00 PM

Calculated Send Times:

• 24h reminder: Sun 14th March at 2:00 PM (24 hours before)
• 3h reminder: Mon 15th March at 11:00 AM (3 hours before)
• 1h reminder: Mon 15th March at 1:00 PM (1 hour before)

Queueing: Reminders queued in database with status "pending"

Sending: Every 5 minutes, Aestheticc checks for "pending" reminders due within next 5 minutes and sends them via Twilio.

Status Updates:

• queued → sent → delivered (or failed if error)

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Editing/Rescheduling Appointments

What Happens to Reminders?

Scenario 1: Appointment Rescheduled

• Original: Mon 15th March 2PM → Reminder scheduled Sun 14th 2PM
• Rescheduled to: Tue 16th March 3PM
• Result: Original reminder canceled, new reminder scheduled for Mon 15th 3PM

Scenario 2: Appointment Cancelled

• Appointment cancelled
• Result: All pending reminders immediately canceled (status changed to "cancelled")

Scenario 3: Appointment Updated (Time Changed)

• Time changed from 2PM → 3PM (same day)
• Result: Reminders recalculated for new time (24h reminder now 3PM, not 2PM)

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Client Reply Handling

Automatic Reply Keywords

When client replies to reminder, Aestheticc auto-processes certain keywords:

| Client Replies | System Action | Notification | |----------------|---------------|--------------| | CONFIRM, YES, OK, ✓ | Appointment status → "confirmed" | You see "Confirmed" badge in calendar | | CANCEL, STOP | Appointment status → "cancelled" | You receive notification | | LATE | Appointment note added: "Client running late" | You receive notification | | RESCHEDULE | No auto-action (requires manual follow-up) | You receive notification to call client |

View Replies: Navigate to Messages → Inbox to see all client replies and respond.

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Manual Reply Responses

When Client Asks Question: Client: "Can I move to 3pm instead?"

Your Response Options:

1. Reply via SMS:

   • Messages → Inbox → Click client's message
   • Type response: "Yes, I've moved you to 3pm. See you then!"
   • Click Send

2. Call Client:

   • Click phone number in message
   • Discuss rescheduling
   • Update appointment in system

3. Update Appointment First, Then Confirm:

   • Reschedule appointment in calendar
   • Reply via SMS: "Done! Updated to 3pm Mon 15th March."

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Reminder Delivery Tracking

View Sent Reminders

Navigate to SMS Log:

1. Messages → SMS Log
2. Filter by:
   • Type: Appointment Reminder
   • Status: Delivered, Failed, Pending
   • Date Range: Last 7 days, Last 30 days, Custom

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Delivery Status

| Status | Meaning | Action Required | |--------|---------|-----------------| | Pending | Reminder queued, not yet sent (send time hasn't arrived) | None - will send automatically | | Queued | Sent to Twilio, awaiting delivery to mobile network | None - delivery in progress | | Sent | Delivered to mobile network | None - on its way to client's phone | | Delivered | ✅ Confirmed delivered to client's phone | None - success! | | Failed | ❌ Delivery failed (invalid number, phone off, etc.) | Check client's phone number, update if incorrect | | Undelivered | Mobile network rejected message | Check number validity (may be landline or disconnected) |

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Failed Delivery Reasons

| Reason | Cause | Fix | |--------|-------|-----| | "Invalid phone number" | Number format incorrect (e.g., missing +44) | Update client phone: +44 7700 900123 | | "Phone number disconnected" | Client changed number | Ask client for current number | | "Unsubscribed" | Client replied STOP to previous SMS | Respect opt-out, use email/call instead | | "Phone turned off" | Client's phone off for >24 hours | Try again later or call | | "Landline detected" | Phone number is landline (can't receive SMS) | Update to mobile number |

View Error Details: Click failed message in SMS Log → Error details panel shows Twilio error code and suggested fix.

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Opt-Out Management

When Client Opts Out

Client Replies: "STOP", "UNSUBSCRIBE", "OPT OUT"

System Action:

1. Client's SMS consent status → "opted_out"
2. All future appointment reminders stopped for this client
3. Client still appears on calendar (just no SMS reminders)
4. You receive notification: "Sarah Johnson has opted out of SMS reminders"

What Still Works:

• ✅ Email reminders (if enabled)
• ✅ Manual phone calls
• ✅ Client can still book appointments
• ✅ Client receives appointment confirmations via email

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Re-Enabling SMS for Opted-Out Client

If Client Says "I Want SMS Reminders Again":

1. Navigate to client's profile
2. Scroll to Communication Preferences section
3. Toggle SMS Reminders to ON
4. Click Save
5. Confirmation: "SMS reminders re-enabled for Sarah Johnson"

Result: Future appointment reminders will send again

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Per-Client Reminder Override

Disable Reminders for Specific Client

Scenario: VIP client prefers no reminders (finds them annoying)

How to Disable:

1. Open client's profile
2. Communication Preferences section
3. Toggle Send SMS Reminders to OFF
4. Save

Result:

• This client receives NO automated reminders
• Global reminder settings still apply to all other clients
• You can manually send reminders if needed

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Enable Reminders for Specific Client Only

Scenario: Most clients don't want reminders, but one chronic no-show needs them

How to Enable:

1. Disable global reminders (Settings → Appointments → Reminders → OFF)
2. Open specific client's profile
3. Toggle Send SMS Reminders to ON
4. Save

Result:

• Only this client receives reminders
• All other clients don't receive reminders

Tip: Use this for "reminder exception list" management

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💡 Pro Tips

Timing Optimization

Best Practice Recommendation (Based on Industry Data):

• Primary Reminder: 3 hours before (highest efficacy)
• Secondary Reminder: 24 hours before (reinforcement)
• Optional Reminder: 1 hour before (only for £500+ treatments or chronic no-show clients)

Why 3 Hours Works Best:

• ✅ Top-of-mind (client likely to remember 3 hours later)
• ✅ Enough time to reschedule same-day if needed
• ✅ Catches "on my way" clients
• ✅ Lower cost (fewer SMS) with same effectiveness as 24h+3h+1h

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Cost Management

Calculate Monthly SMS Cost:

Monthly Appointments × Number of Reminders × SMS Cost = Monthly Cost
100 appointments × 2 reminders × £0.04 = £8/month

Reduce Costs Without Hurting Attendance:

1. Use 3h reminder only (not 24h + 3h + 1h)
2. Disable for VIP clients who always show up
3. Enable for no-show-prone clients only (track history)

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Template Personalization

Standard Template (Generic):

Reminder: Appointment tomorrow at 2PM. Call 020-1234-5678 to reschedule.

Personalized Template (Better):

Hi Sarah! Reminder: Botox - Forehead appointment tomorrow at 2:00 PM with Dr. Smith. Reply CONFIRM or call 020-1234-5678. - Glow Aesthetics

Why Personalization Works:

• 18% higher response rate with first name
• Client knows what treatment (prevents "What appointment?" confusion)
• Practitioner name builds familiarity ("I remember Dr. Smith!")
• Clinic name in footer (especially if using generic Twilio number)

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Handling Time Zones

Current Limitation: Aestheticc sends reminders based on clinic's timezone (set in Settings → Business Profile).

If Client Travels Abroad:

• Client books appointment while in UK
• Travels to Spain (1 hour ahead)
• Receives reminder at clinic's time (may seem odd to client)

Future Feature: Client-specific timezone detection (based on phone number country code) - coming soon.

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Weekend Appointment Reminders

Edge Case: Appointment on Monday 9AM

Reminder Timing:

• 24h reminder: Sunday 9AM
• 3h reminder: Monday 6AM (very early!)

Client Feedback: Some clients dislike SMS before 8AM

Workaround (Coming Soon): "Do not send reminders before 8AM" setting - currently in development.

Current Solution: Use 24h reminder only for early Monday appointments (skip 3h reminder to avoid 6AM send)

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🎯 Use Cases

Use Case 1: New Clinic Launch (Establish Reminder Habit)

Scenario: Just opened clinic, want to reduce no-shows from day one

Reminder Strategy:

1. Enable 24h + 3h reminders for ALL appointments
2. Use warm, friendly template:

   Hi {firstName}! Excited to see you tomorrow at {appointmentTime} for {treatmentName}! Reply CONFIRM or call {clinicPhone}. - {clinicName}
   

3. Monitor first month's no-show rate
4. Adjust timing based on data (if 3h enough, disable 24h to save costs)

Result:

• No-show rate: 7% (vs 20% industry average for new clinics)
• Professional client experience from day one
• Build trust with reliable communication

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Use Case 2: High No-Show Rate Problem (60% Reduction in 3 Months)

Scenario: Current no-show rate is 22%, losing £800/week revenue

Diagnosis: No reminder system in place

Solution:

1. Month 1: Enable 3h reminders only (test effectiveness)
   • No-show rate drops to 14% (36% reduction)
2. Month 2: Add 24h reminders (double reminder)
   • No-show rate drops to 10% (54% reduction)
3. Month 3: Add 1h reminders for high-value treatments (£500+)
   • No-show rate drops to 8% (63% reduction)

ROI:

• Revenue recovered: £560/week = £29,120/year
• SMS cost: £32/month (200 reminders × £0.04 × 4 weeks) = £384/year
• Net savings: £28,736/year

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Use Case 3: VIP Client Exception Management

Scenario: 15 VIP clients who always show up complain about "unnecessary" reminders

Solution:

1. Tag VIP clients in system (custom field: "VIP = Yes")
2. Open each VIP client profile
3. Toggle Send SMS Reminders to OFF
4. Save

Alternative (Bulk Action - Coming Soon): Filter clients by "VIP = Yes" → Bulk action: "Disable SMS Reminders"

Result:

• VIP clients happy (no annoying reminders)
• Other clients still receive reminders
• SMS cost reduced by 15% (15 VIPs × 2 reminders/appt × 4 appts/month × £0.04 = £4.80/month saved)

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❓ Common Questions

Q: Do reminders send for past appointments? A: No. Reminders only send for future appointments. If you create appointment for yesterday, no reminder sends.

Q: What if I create appointment less than 24 hours in advance? A: 24h reminder skipped (no time to send), but 3h and 1h reminders still send if appointment is >3 hours or >1 hour away.

Q: Can I customize reminder message per appointment? A: Not automatically. Reminders use selected template. However, you can manually send custom SMS to client before appointment via Messages → Send SMS.

Q: What if client books multiple appointments same day? A: Each appointment gets separate reminder (e.g., 2 appointments = 4 SMS reminders if using 24h+3h timing). Consider consolidating into one reminder message (manual send).

Q: Do reminders work for recurring appointments? A: Yes! Each recurring appointment instance gets its own reminders based on its specific date/time.

Q: Can I see which clients confirmed via SMS? A: Yes. Calendar shows "Confirmed" badge next to appointment if client replied CONFIRM. Also visible in appointment details.

Q: What happens if Twilio is disconnected? A: Reminders fail to send. Aestheticc logs errors and notifies you: "Twilio not configured - SMS reminders disabled."

Q: Can I send reminders via email instead of SMS? A: Yes! Email reminders available in Settings → Appointments → Reminders → Email Reminders section (separate from SMS).

Q: Do reminders count toward monthly SMS limit? A: Yes (if on subscription with SMS limits). Reminders are standard SMS messages charged at Twilio rates (~£0.04 per UK SMS).

Q: Can I A/B test reminder templates? A: Not automated. Manual test:

1. Week 1: Use Template A
2. Week 2: Use Template B
3. Compare no-show rates in Reports → Appointments → No-Show Analysis

Q: What if client's phone is turned off when reminder sends? A: Twilio retries delivery for up to 24 hours. If phone turns on within 24h, message delivers late. If still off after 24h, message fails.

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🎯 Next Steps

After configuring appointment reminders:

• SMS Templates - Create custom reminder templates
• Campaign SMS - Send promotional messages to past clients
• SMS Compliance - UK PECR regulations for reminders
• Bulk Communications - Send email reminders as backup

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🆘 Need Help?

If you need help configuring appointment reminders, contact support at: 📧 support@aestheti.cc

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Last Updated: 2025-11-10 Related Documentation: SMS Overview, SMS Templates, Appointment Scheduling