Notifications When Clients Respond to SMS Reminders

PracticeQ notifies the practitioner when a client replies to an SMS appointment reminder.  

NOTE: PracticeQ listens for client replies to PracticeQ SMS appointment reminders. Client replies to Engage appointment reminders will not appear in Event logs.

Will practitioners receive notifications about responses to all SMS messages?

• PracticeQ only tracks replies for appointment reminder SMS messages. 
• PracticeQ does not track responses to other SMS messages, such as Form Sent, Scheduled, or Time to Book Again.

How long does PracticeQ listen for client replies?

• PracticeQ listens for replies for four days (96 hours) after the SMS appointment reminder is sent.
• If a client replies after four days/96 hours, PracticeQ does not track the reply in the Events log, nor does it send a notification to the practitioner.

Where can I view client replies?

• A client's free-form reply will show in the Events tab of their client profile.
• They will display as Client replied to SMS reminder. 
• Click the Details fields to view each client reply.

I am not receiving notifications when my clients reply to their SMS reminders. Why not?

• Go to More → Settings and select the Notifications tab.
• Check off the Notify me when a client replies to an SMS reminder option under the Appointment Notifications heading.
• If you have this permission checked and still do not see a reply, it is most likely because the client replied after the four day/96 hour listening period.

What if the client responds to an SMS Appointment Reminder with "STOP"?

• PracticeQ interprets this reply as the client opting out.
• In the client's Events tab, you will see a Client opted out message.
• IMPORTANT: The STOP reply will opt the client out of ALL SMS messaging, not just the Appointment Reminder SMS messages.
  • If the client wishes to opt back in, click the Details link in the Client opted out event and share the opt-in instructions with the client.

What if we have Attendance Confirmation enabled in our Booking Settings?

• If attendance confirmation is enabled, this is how the tracking will work:
  
  • If the client texts NO, it is tracked as Client cancelled appointment or Client attempted to cancel appointment.
    • This depends on the cancellation window you set up in Booking Settings → Settings. 
    • If you see Client attempted to cancel appointment, the appointment was not successfully cancelled.
  • If the client texts YES, it is tracked as Client confirmed appointment.
• You will see this wording instead of Client replied to SMS reminder.