When a rep chats in and states that the customer or the rep is not receiving appointment reminder emails/txt here are the steps that you will follow to ensure that the company settings are set up properly for the reminders to be sent and received.
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Go to Users and cloak in as the company. Then navigate to Company Settings then Appointment Types. From here you will choose the appointment type that they are having issues with and click Edit to the right of the appointment type
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The first thing you will want to ensure is that the Rep is selected as a user for that appointment type by going to Users and making sure their name is checked and save any changes you have made.
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From here you will navigate to Reminders on the left hand side
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Here you are going to want to make sure that it it set to have one reminder sent to the Assigned User and one sent to the Customer (verify that this is how the company is wanting this set up and the time frame they are wanting the reminders sent) and save any changes.
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Once you have verified and saved that information you will go to the Communication tab on the left
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Here you are going to want to make sure you are checking both the Customer and the Assigned User's communication settings, saving any changes you make.
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Once that is done, set a test appointment and check to ensure the rep is receiving the reminders.