SMS Reminders

SMS Reminders automatically text participants ahead of their scheduled supports and calendar appointments, helping reduce no-shows and last-minute cancellations. Reminders are sent from your provider's dedicated SMS number, and any replies land in your SMS inbox.

Opening the Reminders settings

Click the settings wheel in the left-hand menu, then select Reminders.

The Reminders page has two independent reminder types:

• Support Reminders — for scheduled supports in the Scheduling workspace.
• Calendar Appointment Reminders — for Calendar appointments.

Support Reminders

Support Reminders are sent for every scheduled support that falls within the windows you select — there's no additional filter by time of day or support type.

To set them up, click Create Reminder in the Support Reminders card.

Choose your reminder windows

Under Reminder windows, choose how far ahead of a support participants are reminded. You can enable any combination of:

• 48 hours before
• 24 hours before
• 1 hour before

A participant who has a support inside more than one window will receive a separate reminder for each.

Customise the message

For each window you enable, you can customise the message that's sent, or leave it on the default. Messages support placeholders (merge tags) that are filled in for each participant and support, including:

• ${Participant_FirstName} / ${Participant_FullName}
• ${Business_Name}
• ${Support_StartDate} / ${Support_StartTime}
• ${Support_EndDate} / ${Support_EndTime}
• ${Support_Type} / ${Support_Worker}
• ${Support_LeadTime} (e.g. "in 24 hours")

The default message reads:

Hi ${Participant_FirstName}, this is a reminder that your support with ${Business_Name} starts ${Support_LeadTime} at ${Support_StartTime} on ${Support_StartDate}.

A live Preview shows how each message will look. Leaving a message blank reverts that window to the default. When you're done, click Update.

Once enabled, the reminder appears in the Support Reminders table showing its Status (Enabled), Channel (SMS), and a plain-language summary of when it's sent — for example, "Sent 24 hours before each scheduled support." Use the three-dot menu on the row to Edit or Delete the reminder at any time.

Calendar Appointment Reminders

Calendar Appointment Reminders work the same way, but are sent for every calendar appointment that falls within the selected windows and has an opted-in participant attendee.

Click Create Reminder in the Calendar Appointment Reminders card, choose your windows (48 hours, 24 hours, or 1 hour before), and customise the message. Calendar reminders use event-based placeholders such as ${Event_Name}, ${Event_StartDate}, ${Event_StartTime}, and ${Event_LeadTime}.

Participant opt-in

Reminders are opt-in per participant — they're disabled by default. A participant will only receive reminders when both of the following are true:

1. The relevant reminder type is switched on in their Reminder settings (on the participant's profile), and
2. They have a valid mobile number on file.

On a participant's profile you can enable Support reminders and Calendar appointment reminders independently — opting in to one doesn't opt them in to the other.

Confirmation replies

Because reminders are sent over two-way SMS, participants can reply to confirm or decline:

• Replying YES (or Y) confirms the support.
• Replying NO (or N) declines it.

The reply is recorded as a confirmation against the relevant support, and the full conversation is also visible in your SMS inbox. Replies are only matched to upcoming supports — late replies after a support's start time are ignored.