Some businesses and organizations allow staff and employees to send text reminders from their personal mobile phones. But there are major drawbacks and liabilities with this.
One drawback is that there’s no way for a team to keep track of text conversations on their personal phones. No one else in your organization can see who has and hasn’t received confirmation and reminder text messages.
So here’s how to get started with a text reminder service, software, or app.
1. Choose a text reminder service, software, or app
When someone texts your business phone number, you can automatically assign and route the conversation to a teammate. You can even add comments that mention a colleague directly in the conversation thread.
For businesses and organizations, your number options often include 10-digit local phone numbers and toll-free numbers.
A local area code with a ten-digit number is often the best option for sending text message reminders. These numbers look familiar, so people won’t disregard your reminder messages as spam.
You can also text-enable your business landline or an existing office phone through number porting. This allows you to keep your current voice provider and also send and receive texts on your main business line.
3. Set up call forwarding
If you text appointment reminders, what happens if the recipient tries to call your 10-digit text messaging number? You’ll want to make sure their call gets forwarded to an active phone line.
All you have to do to set up call forwarding is input your business phone number. An appointment reminder text app like MessageDesk will take care of the rest.
This keeps you from missing inbound phone calls from people who need to reschedule or cancel an appointment.
4. Advertise your SMS phone number
Advertising your SMS phone number is one of the best ways to get people to send you appointment request text messages.
Other options include advertising your SMS phone number on billboards, physical signage, and vehicles.
Text reminder apps like MessageDesk also come with embeddable forms and a text message chatbot. Both features allow you to start text conversations from your website.
5. Pre-save reminder texts as templates with personalization tags
Time savings start with templates. These are great when you or your staff have to send the same reminder messages over and over again.
Text reminder apps (like MessageDesk) allow you to customize text messages and save text messages as templates. Templates can include emojis, images, media, and even personalization tags.
Personalization tags like {{ FirstName }} automatically insert contact details like name, email, and other info into a text message. You can even add a text message signature to all of your texts.
You can also use custom fields to save other relevant info like account number, last appointment date, time, and more.
Note: For all medical practices, you’ll need to avoid sending any personal health information (PHI) in your text messages. I’ve got more on this below.
6. Include calls to action and links to scheduling software in your reminder and confirmation text messages
Next, you’ll want to add calls to action and links to your reminder and confirmation texts.
The best way to include a call to action is with a link in a text message. Your CTAs should make it clear to people how to confirm an appointment by text message, cancel, and reschedule.
One of the best ways to do this is by sending a link to a meeting scheduling software. Calendly and Google Calendar links are great ways to do this.
7. Automate text reminder sequences with keyword autoresponders
A recent study showed that automated appointment reminders reduced missed appointment rates by 41% on average.
You can always send out one-on-one text message reminders to people.
But text reminder services like MessageDesk also help you text at scale with automated text messages for reminders and confirmations.
Business texting services like MessageDesk allow you to customize your availability. When someone texts your business number while you’re away, they’ll get an autoresponse text back.
This autoresponse can help you set response time expectations. You can also give people alternative ways to reach you in case of an emergency or urgent matter.
Text Message Reminder and Confirmation Best Practices
I’ve covered how to set up and send reminders and confirmation texts. Below is a list of best practices to follow when sending reminder text messages.
1. Have a defined appointment no-show and cancelation policy
You’ll want to make your no-show and cancellation policies clear before you text your contacts, customers, or patients.
A no-show policy tells people what happens if they miss an appointment with you. Some organizations even charge a fee for every missed or canceled appointment that occurs within a certain timeframe.
As a best practice, consider including a link to your cancelation policy in your reminder and confirmation text messages. You can save this as part of your templated reminder messages.
2. Make sure replies get routed to the right people
Appointment reminder text apps make it easy for patients, customers, or clients to reply to your reminder texts. This is critical to reducing missed appointments and no-shows.
But let’s say you send out a reminder text and someone replies with a question.
That text message conversation needs a notification. It also needs to get routed and assigned to the right person in your organization.
Again, platforms like MessageDesk make text conversation assignment and routing easy.
When a contact texts your business phone number, you can sort them into a filter group. You can then assign that group to a conversation owner.
3. Get consent to text confirmations and reminders
Consent and TCPA compliance are impossible to manage if you’re just texting people from your personal phone.
The good news is that to send appointment reminders and confirmations you don’t need the highest level of consent. For people who have already scheduled an appointment with you, you have their implied consent. This is based on an existing business relationship.
But it's still a best practice to make contacts aware of your consent and text messaging policies.
Business texting software like MessageDesk automatically handles consent and compliance with opt-in and opt-out controls.
When contacts text STOP they automatically get added to a do-not-contact list.
This keeps you in compliance and prevents you from mistakenly texting contacts who don’t want to receive additional text messages.
4. Reduce appointment lead times
Appointment lead times are the calendar days between making an appointment and the actual appointment itself. Shortening this time results in greater customer satisfaction and reduces no-shows.
One case study found that an appointment lead time of 30 days increased no-shows, missed appointments, and cancelations.
Lead times will vary based on your business or organization. But it’s generally a best practice to reduce lead times whenever possible.
5. Only send essential information at the right times
You’ll want to send your reminder text messages during normal business hours (8 am - 5 pm, Monday-Friday).
Including the appointment day, time, and a link to your no-show and cancellation policies are also obvious best practices.
6. Connect your business texting software to appointment scheduling and payments software with integrations like Zapier
Connecting to appointment scheduling and payments software using services like Zapier can automate your appointment reminders, appointment confirmations, and payment reminders.
There are three ways you can use Zapier with MessageDesk to trigger events, automate your reminder messages, and more.
Add or update a contact
Whenever a new contact requests an appointment, you can sync their contact info with MessageDesk. Or update contact info when a contact reschedules an appointment in an app like Calendly or Google Calendar.
Add contact to a group
You can also add outside contacts to groups in MessageDesk as well.
Send a message
Trigger a text message to be sent when an action happens in another app. You can automatically send a message to a customer any number of days before an event and much more.
So if you use multiple communication methods to remind people, then map out your reminder flow. You’ll want to organize your reminders into a well-timed campaign sequence.
For example, you may send an email reminder or notification five days prior to an appointment. This could be followed by a text message three days in advance. Then, finally, a phone call the day before an appointment.
You’ll also want to send your appointment reminders early, but not too early. Don’t send reminders too frequently or too far ahead.
Otherwise, people are more likely to opt-out or forget their appointment. Send it too close to the actual date, and it might be too late for a reminder to be effective.
To get you started, I’ve included some example reminder sequences in the next section of this article. Each leverages all of the above reminder methods.
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Example Text Message Reminder and Confirmation Sequences and Campaigns
How to schedule an appointment
Appointment request text messages often involve meeting scheduling or appointment software, like Calendly or Google Calendar. The process for booking or scheduling a new appointment via text might look like this:
Someone inquires about an appointment by texting your business number, using your website chatbot or website contact form.
The appointment request message starts a text conversation that shares a link to a scheduling service, calendar, or web form.
A web form with appointment information gets submitted.
Once the appointment is confirmed, a text and/or email appointment confirmation message gets sent.
How to confirm an appointment by text
Appointment scheduled: set up an automation to immediately text an appointment confirmation with a keyword like CONFIRM.
Appointment confirmed: once the recipient confirms, enroll them in an appointment reminder sequence.
How to cancel an appointment by text
Appointment scheduled: set up an automation to immediately text an appointment confirmation with a keyword like CONFIRM.
Appointment confirmed: once the recipient confirms, enroll them in an appointment reminder sequence.
Appointment reminder sent: set up a keyword autoresponder in your reminder for people to cancel their appointment.
Cancel autoresponder activated: when a person responds with CANCEL, send them a link to reschedule or cancel their appointment.
How to text appointment reminders
Once a contact schedules an appointment, you’ll want to create an email and text reminder sequence. The following example is for reminding about an appointment one week in advance.
Right after scheduling the appointment: text and email an appointment confirmation message.
5 days before the appointment: text an appointment reminder.
Morning of the appointment: text an appointment reminder.
The hour leading up to the appointment: text the customer, client, or patient.
How to send HIPAA-compliant appointment reminder texts
Text messaging (as a technology) is not HIPAA-compliant. However, HIPAA doesn’t prohibit you from sending text messages for patient appointments.
You just need to be aware of some specific rules and best practices before you start texting.
To send text messages to patients:
Messages can’t contain personal health information (PHI).
Patients need to opt-in to messaging before you text them.
Day 1: text and email a link to your Google Business reviews page.
Day 2: text and email a review reminder with a link to your Google reviews.
Day 5: text and email a review reminder with a link to your Google reviews.
Day 7: text and email a review reminder with a link to your Google reviews.
Day 9: text and email a review reminder with a link to your Google reviews.
Text Message Reminder and Confirmation Templates and Examples
Below are various text message appointment reminder templates and confirmation text message examples.
Feel free to copy and paste any of these text messages. You can also check out my list of 60+ free text message templates for more.
Insurance appointment reminder text template
Hi {{ FirstName }}, it’s [My First Name] from {{ OrganizationName }}. Just a friendly appointment reminder for today at [ Time ]. Please be sure to fill out the paperwork I emailed you prior to our meeting. Thanks!
Insurance appointment confirmation template
Hi {{ FirstName }}. I’m [My First Name], [My Job Title] at {{ OrganizationName }}. I just received your request for a phone call tomorrow at [ Date ] [ Time ] to learn more about our rates. Please confirm with YES if this is correct.
Hi {{ FirstName }}, just reminding you that you have a portfolio review with {{ Name }} on [ Time ] [ Date ] at our offices a {{ Address }}. If you can't make it, please notify us within 24 hours.
Finance appointment confirmation template
Hi {{ FirstName }}. It’s {{ Agent }} confirming our meeting on [ Date ] at [ Time ]. If you need to reschedule, visit my calendar here [ Link ].
Paperwork request reminder text
Hey {{ FirstName }}. Our records show that you have not yet completed our new patient paperwork. You can access it via our online portal using the link we emailed to you at [ Email ]. Please have this completed before your appointment on [ Date ] [ Time ]. Call or text if you have any questions!
Hi {{ FirstName }}. I’m [ Person ] from {{ OrganizationName }} and we’re excited to show you the listing on [ Time ] [ Date ]. Please text this number if you have any questions. Thanks.
Veterinary appointment reminder text message template
Hi {{ FirstName }}. This is a reminder of [Customer Field 1]’s yearly checkup on APPOINTMENT DATE AND TIME. Need to cancel or reschedule? Call this phone number or reply to this text message within TIME FRAME. Please be aware that we do charge no-show fees. Thanks!
Veterinary appointment confirmation text template
Hi {{ FirstName }}. This is {{ OrganizationName }} confirming [Custom Field 1]’s appointment at [ Date ] [ Time ]. Does that time still work for you?
Hi {{ FirstName }}. This is [My First Name] from {{ OrganizationName }}. Just a reminder to fill out the new patient paperwork. We emailed it to you prior to your appointment at [ Date ] [ Time ]. Thanks!
Doctor appointment text message sample
Hi {{ FirstName }}. This is a friendly reminder of your upcoming appointment with [ Doctor’s Name ] on [ Date ] [ Time ]. Need to reschedule or cancel? To avoid no-show fees, please call this number or reply to this text by [ Date ] [ Time ].
Doctor appointment confirmation text message template
Hi {{ FirstName }}, thanks for booking an appointment with our office. Please text CONFIRM to confirm your appointment for [ Date ] [ Time ].
Hi {{ FirstName }}. This is [My First Name] from {{ OrganizationName }}. We received your request for an appointment with [ Person ] on [ Date ] [ Time ]. To confirm, please reply with YES.
Medical appointment referral text message template
Hi {{ FirstName }}, this is {{ OrganizationName }}. We received a referral from [ company name ] and need to schedule your initial appointment. To schedule, please text or call us at {{ OrganizationNumber }}. Text STOP to opt out of messaging.
Appointment request text message sample
Thank you for scheduling a consultation with {{ FirstName }} at {{ OrganizationName }}. You are confirmed on [ Date ] [ Time ]. If you have any questions, please reply via text or email. We’ll see you then!
HIPAA-compliant appointment reminder text message template
You have an appointment with {{ OrganizationName }} on [ Date ] [ Time ]. Reply CONFIRM to confirm or CANCEL to cancel your appointment. Please call our office at {{ OrganizationPhone }} if you have any questions. P.S. Don’t forget to bring your insurance card.
Hi {{ FirstName }}! It’s {{ OrganizationName }} reminding you of your appointment this [ Date ] [ Time ]. Need to cancel or reschedule? Replying RESCHEDULE to this text message by [ Date ] [ Time ] to avoid charges. Thanks!
Beauty appointment confirmation text
Hi {{ FirstName }}, this is [My First Name] from {{ OrganizationName }}. This is a confirmation that we received your request for [ Service ] on [ Date ] [ Time ]. We look forward to seeing you then! Please call or text us at this number if you need to cancel or reschedule to avoid our late fee.
Recruiting appointment text reminder template
Hi {{ FirstName }}. Just a friendly reminder of your phone interview tomorrow with {{ OrganizaitonName }} at [ Date ] [ Time ]. Need a different interview time? Just reply to this message and we can figure out a time that works.
Recruiting appointment confirmation text example
Hi {{ FirstName }}. This is [My First Name] from {{ OrganizaitonName }}. Text back CONFIRM to let me know that your interview time still works for you on [ Date ] [ Time ].
Upcoming call text message reminder
Hello {{ FirstName }}, it's [ Person ]. Looking forward to speaking with you today. Please let me know if you need to reschedule by texting RESCHEDULE. - Signature
Interview reminder text message template
Hi {{ FirstName }}. [ Person ] from {{ OrganizaitonName }} here. Your interview is scheduled for [ Date ] [ Time ]. We look forward to meeting with you. Please confirm that the time and date work for you by responding CONFIRM to this message. Thank you.
Hi {{ FirstName }}. [ Name ] from { OrganizationName }} here. This is just a friendly reminder to pick up your vehicle by [ Time ] [ Date ].
Automotive appointment confirmation text
This is {{ OrganizationName }}. Your appointment has been scheduled for vehicle maintenance on [ Date ] [ Time ]. Please reply with YES to confirm. If this was a mistake or you need to cancel, reply with CANCEL.
Don’t forget! [ Custom Field 1 ] class has moved from [ Date ] [ Time ]. Text STOP to opt out of messaging.
Fitness class confirmation text
Hi {{ FirstName }}! Thanks for signing up for [ Event ] on [ Date ] [ Time ]. To confirm your spot, reply to this text message with CONFIRM. Need to cancel? Please reply with CANCEL at least a day before class time to avoid a late-cancellation fee.
Future classes
Hi {{ FirstName }}. Don’t forget about [ Event ] at [ Date ] [ Time ] tomorrow! If you can’t make it, please just shoot us a text within the next [ Date ] [ Time ] to avoid cancellation fees.
Text message meeting reminder
Hi {{ FirstName }}! It’s [My First Name]. I’m looking forward to our meeting today at [ Date ] [ Time ]. If you need directions to our office, you can find them here: [ Custom Field 1 ]
Event reminder text message sample
Hey {{ FirstName }}, [ Event ] is coming up on [ Date ] [ Time ]. Check this [ Link ] out for more information. Text STOP to opt out of future messaging.
Missed appointment text message sample
Hi {{ FirstName }}. We’re sorry to see you missed your appointment today and hope everything is well. If you’d like to reschedule, please reply to this message or call us at {{ OrganizationPhone }}.
Missed payment text message example
Hi {{ FirstName }}. This is {{ OrganizationName }}. We have not received your car payment this month. Please do so within the next [ Date ] [ Time ] to avoid late fees. Call or text us at this number if you have any questions.
Cleaning service reminder
Hi {{ FirstName }}. I’m [Name] from [Cleaning Service Name]. Thank you for booking our services. Please confirm that [Time] on [Date] works for you by responding CONFIRM. Please let me know if you have any questions. Thanks.
Pest control service reminder
Hi {{ FirstName }}. I’m [ Person ] from {{ OrganizationName }}. Just reminding you about the pest control service. We have you booked for [ Date ] [ Time ]. We’ll need several hours to complete your service. Please make arrangements accordingly. Respond CONFIRM to confirm the time and date that works for you. Thank you.
Appointment cancelation text message sample
Hi {{ FirstName }}. Due to inclement weather, we are canceling all appointments until [ Date ] [ Time ]. We apologize for the inconvenience and will call you at a later date to reschedule. Text or call us if you have any questions.
Reschedule appointment text message sample
Hi {{ FirstName }}. Unfortunately, we need to reschedule your upcoming appointment at our clinic. Please call or text us at this number to reschedule for a better date. Apologies for the inconvenience.
Appointment survey follow-up text message template
Hi {{ Firstname }}. We wanted to follow up on your experience with us today. Please take the following survey and let us know your thoughts: [ survey link ]
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Final thoughts and next steps
Ready to start texting? MessageDesk is here to help with smarter, simpler ways to send automated appointment reminders.