Shepherd has a standard template for all practices' scheduled appointment reminders, both SMS and Email. We now have the ability to customize these as well!

If using the default message, you are still able to customize reminders to encourage clients to book followup appointments based on treatments they've already received. We have a guide for those if you want to learn more.

To ensure the clients can receive these messages, make sure they're signed up for SMS and email notifications. See our guide for client communication preferences.

Scheduled Appointment Reminders for Emails

Automatic Email Cadence:

  • As soon as appointment is scheduled

  • As soon as appointment is rescheduled (if rescheduled)

  • The day before the appointment

  • 2 hours before the appointment

Automatic Email Format

Here's what our reminder email text looks like when it arrives in a client's inbox (appearance will vary by device and personal settings):

Hi Tintin,

This is a friendly reminder that Snowy has an appointment on 11/11/20 at Animated Animal Hospital at 10:30. If you have any questions before your appointment please call us at (920) 867-5309 and we will be more than happy to help.

If you cannot make your appointment for any reason, please let us know as soon as possible by calling directly.

Thank you so much and we look forward to seeing Snowy soon!

Sincerely,

Animated Animal Hospital

(920) 867-5309

hello@animatedanimalhospital.com

1929 Hergé Lane, Brussels, WI

Note: the bold/italicized words will appear normally in the email. We've bolded and italicized the words show you what fields will change depending on the client, patient, appointment, etc.

Custom Email Template

You can now create custom email notifications. These settings are found under Admin > Scheduling.

You can add optional text to the default message, or you can create your own template by clicking the "Advanced" toggle.

Scheduled Appointment Reminders for SMS Text Messages

Automatic Text Cadence:

  • 48 hour before the appointment (confirmation text)*

  • The day before the appointment

  • Two hours before the appointment

Automatic Text Format

Here's how our reminder text reads when a client receives it on their phone (appearance will vary by device and personal settings):

  • Practice Name : Patient's Name appointment is on Appointment Date at Appointment Time . Please reply "Confirm" to confirm this appointment.
    If you need to cancel or reschedule, you can respond to this message, or call us at Practice Phone Number.

Note: the bold/italicized words will appear normally in the text. We've bolded and italicized the words show you what fields will change depending on the client, patient, appointment, etc.

Custom SMS Templates

You can now create custom text message notifications. These settings are found under Admin > Scheduling.

There will be a default message that reads: "[Clinic Name]: A friendly reminder that [Patient/s] (has/have) an appointment today, [Date], at [Time]. You can add optional text to this message, or you can create your own message by clicking the "Advanced" toggle.

*Confirmation Text

If SMS notifications are turned on for an appointment, clients will now receive an additional text message that is sent 48 hours before the upcoming appointment. This text message will prompt the client to reply to the message to confirm the appointment. The client's reply will not automatically change the status for the appointment to confirmed, but the message will be received in the message center.

You will then see a listing of all upcoming appointments for that client directly in the message center and can quickly update the appointment status to confirmed without having to navigate to the schedule.

Here's how our reminder text reads when a client receives it on their phone (appearance will vary by device and personal settings):

  • Practice Name : Patient's Name appointment is on Appointment Date at Appointment Time . Please reply "Confirm" to confirm this appointment.
    If you need to cancel or reschedule, you can respond to this message, or call us at Practice Phone Number.

Note: the bold/italicized words will appear normally in the text. We've bolded and italicized the words show you what fields will change depending on the client, patient, appointment, etc.

Tip: Appointment status will not automatically change based on the client's response. If the appointment status is not updated after the 48 hour confirmation text, the client will receive another confirmation text 24 hours before the appointment. They will always get the reminder text 2 hours before the appointment, as this is not a confirmation text.

Turning Off Message Center

If the Messaging Center is turned off, and the appointment status is still set to "upcoming", clients will still receive a text 24 hours and 2 hours prior to the appointment (if the client has SMS notifications turned on). Turning off the Messaging Center will only stop the confirmation texts from going out to clients.

Here's how our reminder text reads when a client receives it on their phone when the Messaging Center is turned off (appearance will vary by device and personal settings):

  • Practice Name : Patient's Name appointment is on Appointment Date at Appointment Time . If you ned to cancel or reschedule please call us at Practice Phone Number.

Note: If the appointment status is changed to confirmed prior to the 24 hour text going out, the client will only receive the 2 hour text, which reads:

  • Practice Name: A friendly reminder that Patients Name has an appointment today, Appointment Date, at Appointment Time.

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