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Short-term Appointment Reminders

Set and forget your appointment reminders to avoid missed appointments and/or 'no-show' customers.

Urable offers four (4) types of short-term appointment reminders that can be set in Preferences > Job > Reminders to automatically deploy to customers via SMS (text), email or both, depending on your plan: (see screenshot below)

  1. Job Scheduled message

    1. deployed when a job is scheduled

  2. Job Reminder message

    1. can deploy up to 3 times before appointment

    2. you set the times that this will deploy (ex. 2 days prior to appointment, 1 day prior, 1 hour prior)

  3. Job Completed message

    1. deployed when job is marked as Completed

    2. triggers things like Carfax, QBO, SiriusXM and long term service-follow up reminder data streams

    3. queues up the Rate / Review message

  4. Rate & Review message

    1. defaults to automatically deploy 24 hours after job is marked "Complete"

    2. enter the review link in Preferences > URL

    3. if you want to offer multiple review links, type the additional links directly in the message field of your Rate & Review message (they will be hyperlinked when the message sends out)

    4. IMPORTANT: do not use a shortened url in your Rate & Review message. It will have a better chance of being kicked back by Twilio as spam.

NOTE:

  • default language is provided but each message is customizable

  • many different dynamic fields are offered that you can swap in and out for each message (be aware of the character count when adding dynamic fields)

  • you can send up to 4 reminder messages for in shop jobs and 4 completely different reminder messages for in field jobs

  • you can shut these messages off at the customer level by going to the customer profile page and clicking "off" (see screenshot)

  • IMPORTANT: Your customer can also opt out of these short-term reminders. In order to be compliant, once we allowed customers to purchase their own toll free numbers, we had to offer them the ability to opt out of both types of messages (mass messages and short-term reminders). We have to give the customer the choice. We placed a box for opting out of mass messaging and a box for opting out of short-term reminders in the Virtual Shop and in Custom Forms. They are on by default so the customer would need to uncheck the box, but once they do, it will automatically toggle off their short-term reminder messages in their customer profile. You can set up a notification when a customer unchecks that box in the Notifications Bell. (see screenshot)

  • you can resend or manually send a message in a particular job by:

    • going to the job

    • clicking "Reminders" at the top of the job page

    • toggling auto deployment of the message "off"

    • clicking on the green airplane that appears

IMPORTANT INFORMATION REGARDING PREVIOUSLY CREATED JOBS WHEN EDITING REMINDER MESSAGES:

  • once you edit short-term reminder messages and/or toggle them on to auto-deploy, those changes will only apply to jobs created moving forward and not to previously created jobs....unless:

    • after clicking the green "Save" checkmark you respond "Yes" to the prompt asking if you'd like the changes applied to existing quotes and jobs

REMINDER MESSAGES FOR REPEAT JOBS:

So as not to inundate your customer, here is how reminder messages are handled with repeat jobs:

  • first job in the series will get the same (4) reminders (see above)

  • for all future jobs, just the "Job Reminder" message(s) is/are kept on by default

  • When a repeat job is rescheduled, the "Job Reminder" message is the only thing that will continue to be auto-deployed

    • this message won't be auto deployed if you are within the timeframe in question (for example, it is a 24-hour reminder but the job is rescheduled within the 24 hour timeframe)

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