Staying in touch with your clients about their appointments is easy with Shepherd’s flexible notification settings. This guide walks you through how to manage appointment reminders using admin settings, customizable templates, and individual client profiles - so your clients never miss a visit!
Appointment notification settings are managed in the following areas:
Admin -> Client Communication -> Settings: Enable the sending of appointment notifications via email and/or SMS.
Admin -> Client Communication -> Appointment Notifications: Customize the timing, message content, and appointment type triggers for each notification.
Individual Client Profiles: Turn email and SMS reminders on or off for each client based on their preferences.
Let’s walk through how to configure each of these areas to ensure your clients always stay in the loop.
Admin Client Communication Settings
Here's where we'll enable the sending of appointment notifications via email and/or SMS.
Navigate to Admin -> Client Communication
On the Settings tab, 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, check with your Account Manager to ensure your SMS number has been registered and activated.
Admin Appointment Notification Settings & Customization
Shepherd gives you the flexibility to use standard templates for appointment notifications - or create your own. To manage or customize these notifications, go to Admin -> Client Communication -> Appointment Notifications.
When an appointment is updated (such as being rescheduled), Shepherd will automatically send an updated notification to keep your clients informed with the most current details.
Appointment Notifications by Email
Shepherd's email appointment notifications are sent automatically based on key timing events and can be fully customized to match your clinic’s communication style. You can use the default templates or create and update your own to ensure clients receive clear, timely reminders.
Automatic Email Cadence:
Right after the appointment is scheduled
Right after the appointment is rescheduled (if applicable)
One day before the appointment
Two hours before the appointment
Email Format Notes:
The appearance of email notifications may vary depending on the client's email settings and device.
In format examples provided, bold/italicized words are used to show variable fields—for example, client name, appointment time, or provider. These will appear as plain text in the actual messages clients receive.
Updating Existing Email Templates
In the Appointment Notifications tab, click on Email Notifications
Select Edit on the template you want to update
Make your changes and select Save
Create a New Email Template
In the Appointment Notifications tab, click on Email Notifications
Click Add New to create a custom email notification
Enter a notification title, assign the relevant appointment types, and write your message
Click Save to finalize your template
Make your changes and select Save
Appointment Notifications by SMS
Shepherd also supports appointment reminders via SMS to help keep your clients informed on the go. These messages follow an automatic schedule and are only delivered during specific hours to avoid disruptions.
Do Not Disturb Hours
To respect your clients' time, SMS reminders are only sent between 6:00 AM and 8:00 PM in your clinic’s local time zone.
Automatic Text Cadence
48 hours before the appointment (confirmation text)
1 day before the appointment
2 hours before the appointment
Appointment Confirmation Text
When SMS notifications are enabled for an appointment, clients will receive a confirmation text 48 hours before the appointment asking them to reply and confirm.
You can view the client's response and their upcoming appointments in the Message Center, where you can manually mark the appointment as confirmed—no need to leave the Message Center or open the schedule.
Client replies do not automatically update the appointment status in Shepherd.
Automatic Text Format
48 hours before - confirmation notification
1 day before - appointment reminder notification
2 hours before - appointment reminder notification
Update Existing SMS Notifications
In the Appointment Notifications tab, click on SMS Notifications
Select Edit on the template you want to update
Make your changes and select Save
Create a New SMS Template
In the Appointment Notifications tab, click on SMS Notifications
Click Add New to create a custom SMS notification
Enter a notification title, assign the relevant appointment types, and write your message
Click Save to finalize your template
Client Profile
After you've enabled clinic-wide email and SMS notifications, you’ll want to make sure each individual client is set up to receive them.
Turn Email and SMS Notifications On or Off for a Client
Open the client’s profile
In the client information box, note which notifications are currently enabled
Click Edit
Under Edit Client, adjust the email and SMS notification settings as needed
Click Save to apply changes
Resubscribe a Client to Email or SMS Notifications
If a client has unsubscribed from email or SMS notifications and wants to opt back in:
Open the client’s profile and click Edit
If available, click the Resubscribe button
If a client has replied STOP to an SMS, they must text START to resubscribe - this cannot be done from within Shepherd.
Turning Off Message Center
If the Messaging Center is turned off, clients with upcoming appointments will still receive automated reminders:
24 hours before the appointment
2 hours before the appointment
Only confirmation texts (like the one sent 48 hours prior) will be disabled. If an appointment is marked as confirmed before the 24-hour reminder is due, only the 2-hour reminder will be sent.
Here's how our SMS notification reads when the Messaging Center is turned off:
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 below:
Disabling Appointment Type Specific Appointment Notifications
Disable Notifications by Appointment Type
You can disable appointment notifications for specific appointment types - helpful if you use a third-party reminder service but still want to send automatic forms via Shepherd.
To manage this:
Go to Admin -> Scheduling -> Appointment Types
Click Edit on the appointment type you want to update
Toggle Appointment Notifications on or off as needed
Click Save to apply changes
