Reconfirmation texts
Compass can automatically text customers with appointment reconfirmations, saving you a call.
Customers can reply 'yes' to confirm the appointment still works. If they do this, the 'reconfirmed' icon will turn green in the calendar.
The text looks like this:
To enable this, please contact IT. We have a short mandatory training prior to enabling this feature - this training ensures your staff are aware that customers will receive texts, that your staff understand how to opt someone out of texting, and that your team has been properly entering data so that the texts will be correct.
Key checklist items IT will cover with you prior to enabling this feature:
- Must be entering appointments accurately.. start and end time must be correct or customer text will be wrong.
- Must not be retroactively entering appointments
- Appointments must be entered at least 2 days ahead of scheduled time, otherwise text will not be sent
- If your office reschedules, they must be aware that the customer will be informed. If your office uses 'dummy' dates/times, you should not enable this feature as your customers will get texts based on the calendar.
- Customers must have the "Send Appointment Notifications by SMS" checkbox correctly set.
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