Managing SMS Confirmations and Replies

Setting Up and Monitoring SMS Confirmations

1. Accessing Confirmation Status

• Navigate to the desired date in your appointment book.
• Click Menu > Confirmation Status.
• The screen displays:
  • Client List: Clients booked for the selected date.
  • Confirmation Status: Indicates response status (e.g., no reply, confirmed, or canceled).
  • Statistics Breakdown: Summary of appointment statuses and definitions.

2. Handling Uncontactable Clients

• Uncontactable Status: Indicates missing phone numbers or opted-out clients.
• To update contact details:
  1. Double-click the client’s name.
  2. Update the phone number in their profile.
  3. Save changes.
• Opt-Out Clients:
  • Double-click the client’s name, update the "Via SMS" confirmation setting, and save.

3. Employee Settings for SMS Confirmations

• Ensure employees are enabled to send SMS confirmations:
  1. Go to Setup > Employees.
  2. Verify the SMS confirmation setting is ticked for each employee.

Customizing and Managing SMS Notifications

1. Preventing SMS for Specific Appointments

• For exceptions (e.g., surprises or specific requests):
  1. Right-click the customer's name in the Confirmations Screen and select Customize Contacting.
  2. Select Customize for This Appointment > Don’t Contact.

2. Understanding Status Colors

• Blue: No reply.
• Green: Confirmed.
• Red: Canceled.

3. Notes in SMS Replies

• If clients respond with additional notes, an icon will appear.
  • Click the icon to view the note (e.g., a request to add a service).

Manually Sending and Resending SMS Messages

1. Sending Manual SMS Messages

• To notify clients of updates (e.g., added services):
  1. Right-click the client’s name.
  2. Select Send SMS, compose the message, and send.
  • Note: Clients cannot reply to these messages.

2. Resending SMS Confirmations

• For clients who haven’t responded:
  1. Filter by "To Be Contacted."
  2. Select the clients and click Contact to resend SMS confirmations.

Checking and Updating Client Replies

• Use the Replies button to view updated responses.
• Changes (e.g., confirmations or cancellations) automatically reflect in the appointment book.

Notifying Clients of Employee Schedule Changes

If an employee is unavailable or running behind:

1. Select the employee’s name in the appointment book.
2. Click SMS Clients.
3. Compose and send a message to notify clients of the delay or schedule change.
   • Note: Clients cannot reply to these notifications.