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Appointment Confirmations & Reminders

Appointment confirmations & reminders are text and/or email messages that can be sent to your client confirming and reminding them of their appointment. These messages are sent through the Virtual Receptionist which must be configured to send emails.

  • Confirmations will send immediately when the appointment is created.
  • Reminders will be sent shortly before the scheduled appointment.

By default, text and email confirmations & reminders are turned on when you first install REV23 Desktop. If you set up your email settings during the initial Setup Wizard when you first installed REV23 Desktop, things should “just work” with their default values. If you did not set up your email in the setup wizard, once you configure that (instructions below), things should immediately start sending with their default settings.

Virtual Receptionist Configuration

The Virtual Receptionist must be configured to send emails using your email account for follow-up messages to be sent and the Virtual Receptionist Service must be running.

Enable/Disable Appointment Confirmations & Reminders

You can enable/disable this feature entirely.

  1. Navigate to Configuration > Virtual Receptionist.
  2. There are several workflows that control the sending of reminder/confirmation messages:
    • Send email appointment confirmation to customer
    • Send email appointment reminder to customer
    • Send text message appointment confirmation to customer
    • Send text message appointment reminder to customer
  3. Click the Activate or Deactivate actions to enable/disable the desired workflow(s).

Customizing Confirmation & Reminder Messages

  1. Navigate to Configuration > Templates.
  2. Select one of the confirmation or reminder templates with a key name from the table below.
  3. Click the Clone action to create your own copy.
  4. Click the Show Template Designer action.
  5. Make your desired changes in the Template Designer and save.
  6. Repeat steps 2-5 with any of the remaining built-in templates you wish to customize.
  7. Navigate to Configuration > Virtual Receptionist Options.
  8. Click the Appointment Confirmation/Reminder Options tab.
  9. Set the following properties to your new template(s) as needed.
    • Appointment Confirmation Text Message Template
    • Appointment Confirmation Email Template
    • Appointment Reminder Text Message Template
    • Appointment Reminder Email Template
  10. Click the Save & Close action to save the Virtual Receptionist Options

If you wish to create a brand new template rather than cloning an existing, the template’s Data Type must be set to Appointment.

Built-in Templates

These are the built-in (default) templates. You can clone and edit them as needed.

Template Name Key Name
Appointment Confirmation Email (REV23) REV23_APPOINTMENT_CONFIRMATION_EMAIL
Appointment Confirmation Text Message (REV23) REV23_APPOINTMENT_CONFIRMATION_SMS
Appointment Reminder Email (REV23) REV23_APPOINTMENT_REMINDER_EMAIL
Appointment Reminder Text Message (REV23) REV23_APPOINTMENT_REMINDER_SMS

Customize the Confirmation & Reminder Email and Text Message Subjects

You can customize the subject of the email and text that is sent in Configuration > Custom Texts by modifying the custom texts with key names:

Custom Text Key Name
Confirmation Text Message WORKFLOW_APPOINTMENT_CONFIRMATION_SMS_SUBJECT
Confirmation Email WORKFLOW_APPOINTMENT_CONFIRMATION_EMAIL_SUBJECT
Reminder Text Message WORKFLOW_APPOINTMENT_REMINDER_SMS_SUBJECT
Reminder Email WORKFLOW_APPOINTMENT_REMINDER_EMAIL_SUBJECT

Customize The Reminder Time

You can configure how far in advance a message is sent to the customer to remind them before their scheduled start time.

  1. Navigate to Configuration > Virtual Receptionist Options.
  2. Click the Appointment Confirmation/Reminder Options tab.
  3. Set the Appointment Reminder Time property to the desired value.
  4. Click the Save & Close action to save the Virtual Receptionist Options

Troubleshooting

See Troubleshooting: Virtual Receptionist

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