When clients are cancelling their appointments through their text message reminders it isn't updating the Status of the appointment. Instead it says that they confirmed the appointment.
It seems to be standard today to be able Reply C to confirm appointments for any kind of doctor's office's text or email reminders. Does anyone else find it strange that Procentive doesn't have this feature?
We wanted to jump in and try to point you all in the same direction regarding this topic. If there are further questions beyond what is listed below then please submit a Support Ticket.
Can clients respond to SMS/Text message appointment reminders?
Unless you have specifically requested to have it disabled, clients are able to respond to appointment reminders regardless of what you include in the message. This means, even if your message does not say "Reply Yes to confirm" your clients are still able to reply "yes" and confirm the appointment. If you would like this feature fully disabled, please send a Support Ticket.
What responses from clients are recognized?
The Procentive system for SMS appointment reminders is setup to recognize the following responses: REMOVE, STOP, CANCEL, OK, Y, YES
What if a client responds with something that is not recognized?
An email is sent to the email address entered in the Settings Module > Setup Tab > Reply e-mail for client appointment notifications (required). This email will look something like this:
SUBJECT: Procentive Client Text Response - Unknown
An SMS text response was received from phone number +17155550000 (client 1234)
This reply didn't match any reply keywords. (STOP/REMOVE/CANCEL/YES) Nothing was done with this reply. The message was: C
Where can I see what our clients responded with?
This is found in the email described above and is also found in the appointment. To access this from the appointment, open the appointment and click the "reminder" link at the bottom right below "Created by:"
Customer Success Manager
For the past couple of weeks, we have had multiple clients say they didn't get an automated text appointment reminder. The Procentive log says messages were sent. We put in a ticket and heard back that Procentive did not believe it's an issue on their end.
These are clients who have received the reminders with no issues in the past, and suddenly, many clients of several therapists are now not getting them and missing appointments. Any ideas? Or is this happening to you?
Does anyone have an effective way of alerting staff that a former client cannot be rescheduled until they have paid toward a balance?
Our scheduling staff are different from billing staff, and we need a way to communicate to the scheduling staff when a particular client needs to pay/set up a payment plan before they can be scheduled.
There is a change log for the client module but what about being able to view a detailed change log for the appointment module? I know you can click on the log tab and see the changes made to that specific appointment but what if the client name was accidentally changed and you want to find out who the original appointment was made for?
We have clients who go to an outside clinic/hospital/therapy at times. Currently, when an appointment is added to their profile stating they have an appointment, whoever added it will say the appointment is with them. Is there a way to change it to say who the appointment is actually with instead of having to click through it?
This would also be helpful if needing to print off the whole month for someone as the detailed information does not appear.
Customer support service by UserEcho