If your client says they haven't received their text reminder, the first thing to do is check their client profile to see if the message was sent.
Watch the video
Step by step
Search for the clients name and open their profile.
Select 'Messages'. If they have been sent a text reminder, it will be shown on this list.
You can also access the reminder confirmation from 'Bookings' and then select the past or future depending on the booking date.
Scroll down to find the booking and click 'Manage booking'.
Once on the booking, click SMS on the left menu and you'll see the associated reminder here!
If a text reminder was sent, there will be a snippet view and then 'delivered' in green. This means Twilio confirmed the message as delivered by the client network.
The Client Profile says the reminder was sent but my client is sure they didn't receive the reminder - why could this be?
If the reminder was sent, the only reasons they may not have received the reminder are:
The mobile number you have for your client is incorrect - check that the number you have in the client profile is their correct number
They have previously replied STOP to one of their reminders. This will have automatically opted them out of receiving future reminders
Their phone has been switched off or without signal for the past 24-48 hours.
The Client Profile shows that no reminder was sent - why could this be?
Several possible reasons:
If their booking was made less than 48 hours in advance - text reminders are (often)sent 48 hours before the appointment start time, so clients only receive a reminder if they book more than 48 hours in advance.
Is the client's booking in a Waitlist column? Wait list columns do not receive SMS reminders as these are not 'confirmed' appointments.
Our default text reminder period is 48 hours, though you can edit your salon reminder time frame to 24, 48 or 72 hours before. You can edit this from the Clients, notifications & Marketing page under 'Notifications'. This applies to all reminders to all appointments!