All Digital Practice ‘native’ reminders:
As default, send via WhatsApp, with a fallback to SMS where WhatsApp is not available for the client. What is SMS fallback?
Are sent using the language set for the clinic in Digital Practice - see Digital Practice supported languages
Have footer text which will read:
Previous (setup before 12th Aug 25): "Reply to chat to us. Type 'Manage my preferences' to opt out”
Current (Setup since 12th Aug 25): "Reply to chat, MANAGE to personalise, STOP to opt-out of all"
Exclude deceased & deactivated pets (except payment reminders, as these are not associated with a specific patient)
Use the client’s primary/preferred mobile number within the PMS
The reminders system is designed to handle spaces in phone numbers by automatically removing spaces from the number to ensure all reminders are sent successfully.
Add the reminder message as an entry into the PMS comms log (where supported by PMS)
Added to the ‘automated messages’ panel in client insights. How can i view if a client has been sent a reminder?
Are included in the Digital Practice reports: Reminders message log, Reminder interaction and Reminders engagement overview. How can i view Reminders reports in Digital Practice?
Allow customisable text in the main body of the reminder
WhatsApp allow max 1024 characters (it's best to keep as succinct as possible)
SMS allows max 160 characters to remain as a single message (larger messages will be split into multiple SMS messages)
Allow merge fields to be added into the main body of text, which pull in client/patient-specific information known by the system:
All reminders - Client Name, Patient name
Appointment reminders - Appt time, Appt date
Product reminders - Medication/vaccine, Time since last medication/vaccine was provided.
Have the clinic name hardcoded at the end of each reminder
Allow media attachment to be added - Images, videos or docs (1 attachment limit)
If a video is used, it is required to be limited to 30 seconds long.
Allow a client to be able to snooze a reminder for a selected time. (Separate system template) What is Snooze?
Allow a client to manage preferences & opt out of specific reminder types for each clinic. (Separate system template)
Allow quick reply buttons to be added (if more than 2 quick reply buttons are in the reminder message, the 3rd button will read ‘more actions..’ Once clicked, the users will see a list of all options.)
Allow URL link buttons to be added
Allow a reminder type to be sent at different times, e.g. 5 days before and again 1 day before.
If a PMS connection is not available when a reminder triggers, the system will keep retrying every 5 minutes within social hours (8am-7pm) on the same day.
If a connection is unavailable for the duration of social hours on a given day, the reminders will not be sent.