Reminders Did Not Deliver

Verify the Opt In and Opt Out Preferences

• On the Patient Dashboard, select the plus icon (+) to expand the Patient Demographics.
• Verify that the Patient is Opted In for the mode for the message that is being sent.

• 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.

Verify the Preferred Contact

Scheduling > Appointment Reminder Panel > Reminder History

1. In the Reminder History, check to ensure that the Preferred Contact is populated for the Reminder.

Verify the Appointment Type, Facility, and Resources

Compare the Appointment Reminder Set details with the Appointment criteria.

• The Appointment Type, Facility, and Resource(s) must All match between the Appointment and Reminder Set for the Reminder to be delivered.

• Example: The Reminder is set to all Appointment Types, all Resources, and Facility B.

• The Appointment is scheduled for a Followup Appointment with Donald Test at Facility A.
• Because Facility B on the Reminder Set and Facility A on the Calendar do not match, the Reminder will not be sent.

Verify the Appointment Status

If the Appointment Status on the Reminder Set is for Scheduled Appointments only, but the Appointment Status on the Calendar is a Status other than Scheduled, the Reminder will not be sent.

Check the Appointment Change Log

The Appointment Change Log is a good resource for seeing changes in Appointment Statuses and who changed the Status.

Reminders Errored Out/Queueing 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 Canceled Appointment should explain that the Appointment has been cancelled.

• Example: We have noted the cancellation.

• If this message Opts the Patient out, contact Support.

• Example: You have been Opted Out of text reminders.

Test Delivery and Send All Now

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.

Reminder Sent with an Attached Meeting Link

• 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.

Appointment Reminder Phone Number Marked as Spam (iPhone)

This designation is set at the carrier level and cannot be fixed by PM Support. Please contact the Patient and give them the below instructions. These instructions are only applicable to iPhone users.

If a Patient reports that a call from your Appointment Reminder phone number has been mistakenly flagged as spam, they must report it as "Not Spam" within the Phone app:

1. Open the Phone app.
2. Go to Recent Calls.
3. Locate the call that was mistakenly marked as spam.
4. Select Not Spam.

Learn More

Add Appointment/Recall Reminder Sets

Message Templates for Appointment Reminders, Responses, and Recalls

Appointment Reminder Setup Examples