We know how important those client notifications are, so if you have a report of a missed email notification or client text reminder, here's how to dig in to see what's going on.
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Overview
We keep track of when notifications are sent as well as their status and the Original Appointment Details area is helpful when digging into a missing email notification, or client text reminder. This will show the date and time that those notifications were sent, and if they sent successfully from our system or not—and you can view this from within your account.
To view the Original Appointment details, click into the appointment, and those details will be at the bottom of the page:
Missing email appointment notification
We send out email confirmations and reminders. If a client is missing one of those, there are a few things you can check out.
1. Was an email reminder sent from our system?
Let's first check some details within your account to see if that reminder was sent from our system. Here's how to do that in the Schedulicity dashboard:
Click on the appointment to open the Details page
Check out the Original Appointment Details section at the bottom of the screen. You'll see some fine print that states when the notifications were sent.
Do you see the reminder stamped here as being "sent?" If so, that is great! This means that the email was sent successfully from our system over to the client's email provider.
2. Did the email reminder land in their Junk folder?
If the message shows as sent in the Original Appointment Details, yet the client isn't seeing that message in their inbox, let's double check to see if the message is in their junk folder, just in case it was filtered there.
3. Did the email messages bounce?
Now, if they don't find the email in junk, or the Original Details state that the message is "bounced," there may be a couple of reasons it didn't get through.
If your client has an anti-virus program on their device, this could block the emails from coming through. Malware software works to protect you by blocking anything it doesn't recognize, so that's a good thing to check.
Email settings can be at play here too. The settings for your client's individual email account could be blocking the message, so they could definitely double check to see if there are any extra security measures enabled.
An internet provider (like Comcast or Century Link) could have an overactive setting in place that would block the email for some reason at their level.
I hope that this helps explain our email deliverability, but of course, if you have any questions at all, please do let us know! 👌
Missing client text reminder
It isn't normal behavior for a client not to receive a text reminder, so let's take a look at a few things here!
Are clients opted in for text reminders?
First, let's just double check they are successfully opted into receiving the texts:
Go the the Client List and pull up the client's profile
Check to see if they are opted into receiving texts under the "Client Text Reminders" header
If they have opted in, be sure to check that their phone number is correct that they want to receive the texts to (sometimes people accidentally put in their home phone)
OR if they are not opted in, then you can quickly get them opted in right from their profile. They will then receive a welcome text message and be opted in.
Was the text reminder sent successfully from our system?
Alrighty, if everything looks good and they are opted in successfully, we now want to check out the original appointment details to see if the text was sent successfully from our system.
Head over to the Appointment Calendar, find the appointment they said they didn't get the text for, and then open up the appointment.
We want to check the "Original Appointment Details" to make sure the SMS reminder says sent. What does this message say here?
How are your text message reminder policies set up?
You may have already set this up, but your text messages will go out based on what you have set up within the text message reminder policies area and you can adjust this at any time. So, in rare cases, the policy can affect a client not receiving a text message.
Here is the deal: if the client was opted in to receive text messages inside your notification policy time range, they wouldn't have received a text but would be opted in for future appointments.
For example, if you have text messages set to go out 24 hours before the appointment and the client opts into text messages 12 hours before the appointment, they won't receive a text message reminder for that appointment, but they will receive reminders for any future appointments that are booked!
👉 If your clients are still having difficulty receiving their email appointment notifications or client text reminders after checking these things out, let us know. You can reach our Schedulicity customer support rock stars by clicking the blue button in the bottom right-hand corner or by emailing us at support@schedulicity.com.
What's Next?
Didn't receive your provider text notification? Check this out.
Want to adjust your policies, like when those text reminders or emails go out? Take a look.
If you'd like to customize what's included on those client email notifications, take a peek here.