If a client says they haven't received a reminder, use this handy article to get to the bottom of it!
The first step is to check the client profile to ensure that the SMS reminder is listed there as being sent!
It looks like this! ↓
If the reminder is showing here then this means we have sent it our on end. However, there are a number of cases where a 'sent' text doesn't always arrive.
Unfortunately this is down to the individual network provider. Slick can only guarantee the sending of the reminders and not the safe arrival.
Here's a list of reasons an SMS might not send to a client.
The number is incorrect
They have SMS reminders disabled on the client profile
They added the appointment within their SMS reminder timing, eg added today for tomorrow and reminders set to send 48 hours before.
The appointment was booked on a waitlist column.
The number might be on roaming mode or might not be connected to the network e.g turned off, out of signal.
If they're having issues, some networks are also known to re-route the message via another working route, which can cause temporary delivery issues.
The client might have put the number in the ‘Do Not Disturb’ list.
The carrier might have technical difficulties.
IMPORTANT - SMS reminders will NOT send from Waitlist columns.
To check if your column is a waitlist, go to Staff & Business settings > Staff access> Your name and UNTICK make this a waitlist.