If a customer or sales rep is not receiving appointment reminder emails or text notifications, you can follow these steps to ensure the company settings are set up properly for the reminders to be sent and received.
Click My Roles > Sales Company > Company Settings > 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.
Click the Users tab and make sure the rep is selected as a user for that appointment type.
Next, click Reminders on the left hand side. Make sure that the reminder is set to send to the Assigned User and to the Customer.
Once you have verified and saved that information you will go to the Communication tab on the left.
Check both the Customer and the Assigned User's communication settings, making sure the "Email the customer when the event is first scheduled" toggle is set to YES. Save any changes you make.