Digital Practice native reminders as default send to clients via WhatsApp, if the client does not have Whatsapp an SMS message is sent. This is called SMS fallback.
If a SMS fallback is required, the message will be intercepted in the background and amended to meet SMS requirements. SMS will be handled as follows:
If the message text exceeds 160 characters, the reminder will be split over multiple messages (Note: for a reminder to remain in a single SMS, it must be 160 characters or less)
Media attachments will be plain URL links.
Link buttons will be plain URL links.
Quick reply buttons will be removed from SMS messages:
With the exception of the ‘Amend’ and ‘Cancel’ quick replies in Appointment reminders. These will be converted to plain text i.e. the quick reply button ‘Amend’ will show on SMS as text reading ‘To amend your appointment reply with AMEND’
Snooze will be removed from SMS messages.
Removing most quick replies from SMS means reducing the number of lines of action included in these messages. Including these would make messages lengthy, untidy and hard for the client to use.
SMS fallback is turned on by default, if you prefer for messages not to fallback and send via SMS where WhatsApp is not available, this can be turned off.