Automatic confirmations and reminders
What your customer receives when they book, 24 hours before and 2 hours before their appointment, and how they can confirm or change the time with one reply.
Updated
Reminders help your customers remember to come. They go out on their own, with your business name and the appointment details, and you don't have to write to anyone.
What the customer receives
- When they book: a confirmation message with the service, day and time, and a link to change it if needed.
- 24 hours before: a reminder asking them to confirm. If the appointment is very early, they also get a notice the night before.
- 2 hours before: a short last reminder, with directions if you've added them to your details.
Messages go out by SMS and email, and never in the middle of the night or very late: they're sent between 8:00 a.m. and 8:00 p.m.
How the customer replies
- "Confirmo" (or Confirm): the appointment becomes confirmed and shows that way in your calendar.
- "Cambiar la cita" (or Change): they get the link to pick another time and a task is created for you to follow up.
- "Voy tarde" (running late): you get a notice in the app.
- "No puedo ir" (can't make it): you're told so you can free the slot, and they're offered a new time.
You don't need to do anything for this to work. Just keep your appointments in the calendar with the right status.
Review or change the messages
- Click Automations and open the reminders automation.
- Review the text of each message. To change it, see Edit the text of an automatic message.
Reminders don't go out on WhatsApp: on WhatsApp, NEO chats with your customers when they message you.
If something goes wrong
- The customer says they didn't get it: check that they have a mobile number or email on their profile and haven't unsubscribed. See Unsubscribes, STOP and customer consent.
- Times look wrong: check your time zone. See An appointment is missing or shows the wrong time.
Write to us at support@neuroaistudio.com.