Appointment Reminder Troubleshooting

Appointment Reminder Troubleshooting

Reminders Did Not Deliver

  1. Check the expanded Patient Dashboard to verify the Opt In and Opt Out preferences.
  • Patients that were registered before Appointment Reminders were enabled will not be Opted In automatically.
  • Contact Support if Patients need to be opted-in or out en masse.

  1. Verify that the Preferred Contact information was populated for the Reminder.

  1. On the Reminder Template, compare the Appointment details and necessary Appointment Reminder criteria.
  • The Appointment Type, Facility, and Resource(s) must ALL match between the Appointment and Template for the Reminder to be delivered.
  • Example: The Template is set to all Appointment Types, all Resources, and Facility A. The Appointment is scheduled for Facility B. The Reminder will not be delivered.

Reminders Errored Out/Queuing Error

  • Hover over the Error to view the Error Message. Contact Support for the following errors:
  • 502 Bad Gateway: The service was unavailable when the Notification was scheduled to be sent.
  • Delivery Failed: NO_QUOTA_LEFT_ON_ACCOUNT

SMS Text Response for "Cancel Appointment" Opts Patient Out

  • The SMS Text Response for a Cancelled Appointment should explain that the Appointment has been cancelled.
  • Example: We have noted the canellation.
  • If this message Opts the Patient out, contact Support.
  • Example: You have been Opted Out of text reminders.

Test Delivery

Schedule > Reminder Setup > Test Delivery

  • Test Delivery: Used to test and view future Appointment Reminders
  • A test Appointment should be created to test the delivery.
  • Send Now/Send All Now: Sends immediately if the date/time is in the future.
  • An Appointment in the past can only be tested in the Status of the original Appointment matches the Template.

Fee for Greater Than 160 Characters on an SMS Message

  • SMS messages (up to 160 characters) will be sent as one message.
  • SMS messages that exceed 160 characters will be sent in multiple messages of up to 153 characters each.
  • Additional message parts are billed at 50% of the first transaction fee.
  • Meeting links are only sent for Telehealth Appointments.
  • If a meeting link is sent for a non-Telehealth Appointment, check the Delivery Template and make corrections.

Duplicate and/or Missing Reminders

  • Missing Reminders: Verify that the Templates are associated with the correct Appointment Type, Facility, etc.
  • Duplicate Reminders: If the Template is set up for ALL Appointment Types, ensure that the Patient is not receiving the duplicate Reminder from a more specific Template.
  • Example: The Patient received two Appointment Reminders for a Telehealth Appointment.
  • The Clinic has two Appointment Reminder Templates: All Appointment Types and Telehealth.
  • Therefore, the Patient's Telehealth Appointment applies to both Templates, and they will receive duplicate Reminders.


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