Shepherd makes it easy to stay connected with your clients by automatically sending appointment reminders via email and SMS. These notifications help reduce no-shows and ensure clients are prepared for upcoming visits. You can control how and when reminders are sent using customizable templates and scheduling settings. Whether you use Shepherd’s default messages or create your own, you can tailor the experience to match your clinic’s communication style. You can also manage notification preferences for each client, giving you the flexibility to accommodate opt-outs or specific needs.
Getting Started
You can manage appointment notifications in three key areas:
Admin -> Client Communication -> Settings
Enable the sending of appointment notifications via email and/or SMS.
Admin -> Client Communication -> Appointment Notifications
Customize timing, message content, and appointment type triggers for each notification.Individual Client Profiles
Turn email and SMS reminders on or off based on each client’s preferences.
When an appointment reminder is sent, the status automatically updates from Upcoming to Pending Confirmation, helping your team track which clients have received reminders and follow up on potential no-shows more efficiently.
Admin Communication Settings
To enable appointment reminders via email or SMS:
Go to Admin -> Client Communication -> Settings
Toggle on Send Email and/or Send SMS under Send Appointment Notifications
Click Save to apply your changes
If you’re unable to activate SMS notifications, contact your Account Manager to confirm your SMS number has been registered.
Customizing Appointment Notifications
Shepherd allows you to use the default templates or create your own custom reminders:
Navigate to Admin -> Client Communication -> Appointment Notifications
Customize content, timing, and appointment type settings for both email and SMS notifications
Updates to appointments (such as rescheduling) will automatically trigger updated reminders
Email Appointment Notifications
Shepherd's email reminders are fully customizable and follow this automatic schedule:
Default send times
When the appointment is scheduled
When the appointment is rescheduled
1 day before the appointment
2 hours before the appointment
Variable fields (e.g., client name, appointment time) are shown in bold/italics in the editor but appear as plain text to clients
To update an existing email template
Go to the Appointment Notifications tab -> Email Notifications
Click Edit next to the template
Make your changes and click Save
To create a new email template
Go to the Appointment Notifications tab -> Email Notifications
Click Add New
Set the title, assign appointment types, and write the message
Click Save
SMS Appointment Notifications
SMS reminders help clients stay informed while on the go. These follow a structured schedule and are only sent during local clinic hours.
Do Not Disturb window:
SMS reminders are only sent between 6:00 AM and 8:00 PM local time.
Default Send Times
48 hours before the appointment (confirmation text)
1 day before the appointment
2 hours before the appointment
To update an existing SMS template
Go to the Appointment Notifications tab -> SMS Notifications
Click Edit next to the template
Make changes and click Save
To create a new SMS template
Click Add New
Set the title, assign appointment types, and write the message
Click Save
Automatic Appointment Confirmation by SMS
Shepherd supports automatic appointment confirmations via SMS to reduce manual follow-ups.
How it works
Clients receive a confirmation text 48 hours before the appointment
They can reply with Confirm, C, or Confirmed (not case sensitive)
Valid replies automatically update the appointment status
Clients with multiple appointments will be guided through selecting one
Replies like “Confirm.” (with a period) will not trigger confirmation
To enable this feature
Go to Admin -> Client Communication -> Settings
Toggle on Enable Automatic Appointment 'Confirmation' by SMS
Update your custom templates to instruct clients to reply with “Confirm,” “C,” or “Confirmed"
Appointment Confirmation Text
If you do not have automatic confirmation enabled, you can still view and manually mark appointments as confirmed in the Message Center.
Managing Notifications in Client Profiles
After enabling clinic-wide notifications, set each client’s preferences individually.
To adjust client-level settings
Open the client’s profile
Click Edit in the client information box
Toggle email and SMS reminders on or off
Click Save
To resubscribe a client
In the client profile, click Edit, then Resubscribe (if available)
If a client has replied STOP to an SMS, they must text START to resubscribe - this cannot be done from within Shepherd.
When the Messaging Center Is Turned Off
If the Messaging Center is disabled:
Clients will still receive automated appointment reminders:
24 hours before the appointment
2 hours before the appointment
Only confirmation texts (sent 48 hours prior) will be disabled.
If an appointment is confirmed before the 24-hour reminder is sent, only the 2-hour reminder will be delivered.
Disabling Notifications for Specific Appointment Types
You can disable appointment reminders for specific appointment types (helpful if you're using a third-party service for reminders).
To disable notifications by appointment type
Go to Admin -> Scheduling -> Appointment Types
Click Edit next to the appointment type
Toggle Appointment Notifications on or off
Click Save
