My Client Did Not Receive a Text Reminder

Please make sure to set up your text reminders prior to scheduling appointments. 

If one schedules first (but sets reminders after), the reminders will not apply to already scheduled appointments- only the future (not scheduled yet) appointments will have your text reminder. In this case, appointments that were scheduled prior to setting up text reminders would need to be deleted and scheduled again.

Please note that text reminders will not be sent out if appointment time passes the mark of your custom reminder set up. For example, if one sets up a text reminder to be sent out 1 hour before the session at 10:00 am and then schedules an appointment at 10:01 am for 10:30 am, the 1-hour text reminder will not be sent out as one has only 30 min left prior to appointment. This will only occur during the initial setup. If the 11:00 am appointment occurs every week, the next week reminder will be sent.

The best practice is to set up all your reminders when you set up your entire practice under settings of TheraPlatfrom. After setting up your practice and reminders, add your clients to your list and then schedule. 

How to check if the text reminder was sent from TheraPlatform

• Navigate to the calendar and click on the appointment that you are concerned about
• At the pop-up box, click on the bell icon: this will show you history reminders sent (both text and email); if and when they were sent; and if errors occurred. If the meeting was scheduled as recurring, it will also show the history of all reminders within this occurrence with the latest on top.
• If under the bell you see an error invalid or missing phone next to text reminder- it means that your client's phone is not valid or you did not enter a phone number. You should update the phone number by clicking on the green Edit button next to the client's name under the Clients list.
• If under the bell you see a message disabled notification next to the text reminder- it means that your text reminder notification is disabled under settings and therefore no text reminder was sent. To enable text reminder 1) Go to settings- notifications 2) Find text notification to online meeting or/and text notification to office visit. 3) Click on the green Edit button next to the online or/and office notification (text reminder) and at the pop-up box- uncheck disabled (it should NOT be marked in blue) 4) Click on save changes.
• If under the bell you see a message disabled next to the text reminder, it means that your client is marked as don't text. To fix it, click on the green Edit button next to the client's name under the clients list and uncheck Don't text (this should NOT be marked in blue)- then click on save changes. If under the bell you see no errors and a message that the text reminder was sent with a date and time, then text reminder was sent to your client by TheraPlatform, it is possible that the client's phone is blocking text reminders.

If you still experience problems, please reach out to our tech support.