✨ When You Need This Guide
If you're dealing with any of these situations, this guide will help you get patient reminders working smoothly:
Patients say they didn't receive their appointment reminder texts or emails
Some patients are missing reminders while others receive them normally
Red phone numbers or email addresses showing up in your system
You can send manual messages to a patient, but automatic reminders aren't getting through
You need to find out who opted out of receiving communications
A patient wants to start receiving reminders again after previously opting out
You'll need: Access to your Aloha dashboard and patient contact information
What this covers: Finding opted-out patients, re-enabling reminders, and troubleshooting delivery issues. For technical problems with your messaging system setup, contact support.
✅ Check If the Patient Has Opted Out
The most common reason patients don't receive reminders is that they opted out of communications.
Here's how to check:
Go to Contacts in your dashboard Click on "Contacts" then select "Show Contacts"
Search for the specific patient Type their name in the search bar to find their contact record
Click on their contact to open their profile This will show you their detailed information
Look at their communication settings Check if phone and email toggles are turned ON or OFF
✅ Re-Enable Reminders for Individual Patients
If you found that a patient is opted out, here's how to get them back on track:
Open the patient's contact record (Follow steps 1-3 above)
Click on "Settings" in their profile This opens their communication preferences
Toggle them back on for phone and email Switch both toggles to the ON position (they should turn green)
Save the changes The patient will now receive future appointment reminders
✅ View All Patients Who Have Opted Out
Want to see everyone who's opted out so you can review and fix multiple patients at once?
Go to Contacts > Show Contacts Start from your main contacts page
Click the filter icon on the top right
Find the "Opt-outs" drop-down menu Click on this dropdown to see your options
Select what you want to see:
"Email Opted-out" - Shows patients who won't receive email reminders
"Phone Opted-out" - Shows patients who won't receive text reminders
Select both - Shows all patients who've opted out of any communication
You'll now see a filtered list of patients who aren't receiving reminders, making it easy to review and update them as needed.
🎉 You'll Know It Worked When:
Within 24 hours of making changes, you should see:
Patients confirm they received their next appointment reminder
Phone numbers and emails are no longer red
Opt-out lists are shorter after you've re-enabled patients who want reminders
🔍 Common Questions About Patient Reminders
If you're wondering why patients opt out: Sometimes, patients accidentally reply "STOP" to a text.
About timing: After re-enabling a patient, it may take up to 24 hours for them to start receiving automatic reminders again.
If multiple patients suddenly stop getting reminders: Contact support.
When manual messages work but auto reminders don't: This usually means the patient has opted out of automatic communications but can still receive manual messages you send directly.
💬 Need Help? We're Here!
Still having trouble with patient reminders or seeing technical errors?
Call us at (800) 563-0469
Our support team can:
Review your messaging system settings
Help troubleshoot delivery issues with specific carriers
Check for any account-level communication problems
Walk you through bulk re-enabling of opted-out patients
Response time: Usually within a few minutes during business hours
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