Guide to SMS and email appointment communications

If you'd like to reduce your DNA rate, confirmations and reminders sent by either SMS or Email can be a very useful tool in ensuring clients attend appointments.  

This article will guide you through the steps you need to follow to customise and set up appointment communications for your clients. 

Getting Started

It's important that you receive consent from your client before you send out any SMS/Email confirmations and reminders. 

You'll need to make sure your clients are "opted in" to receive appointment communications via either email or SMS -> How do I opt in clients to receive email/sms confirmations and reminders?

Please note, if you check the opt in box after you've booked an appointment, no confirmation will be sent for that appointment.  Reminders and any other communications you have set up will send as long as the patient is opted in before they are due to be sent. 

Communication triggers

To send appointment confirmations and reminders to your patients, you'll set up communication triggers -> What are communication triggers?

These communication triggers enable you to inform your patients about appointments, and provide them with information about changes and cancellations. They define how, what and when appointment communications are sent by WriteUpp and are comprised of:

  • a delivery method
  • a message template
  • a trigger event
  • an offset period

They are configured within Settings -> Scheduling -> Appointment Communication:


WriteUpp comes with a number of appointment communications predefined, which are covered here -> What confirmations and reminders are pre-defined within WriteUpp?

You can see an overview of all of the different appointment communications you can send from WriteUpp here -> What appointment communications can I send from WriteUpp?

You can read more about setting up email confirmations and reminders here -> How do I set up email communications for appointments?

And about SMS confirmations and reminders here -> How do I set up SMS communications for appointments

You can learn how to stop sending email communications here ->How do I turn off email appointment communications?

And about how to stop SMS communications here -> How do I turn off SMS appointment communications?

Trigger events 

There are the events within WriteUpp that can generate an appointment communication to your patients.  These are:

You can learn more about trigger events here  -> What are trigger events?

Managing Templates

There are 7 default templates pre-defined within WriteUpp for use with confirmations and reminders.  You can manage these, customise them to suit your practice and add new custom templates as you wish.

You can read about managing email templates here, with managing SMS templates covered in more detail here

Managing confirmations and reminders

There are various ways in which you can manage your reminders, including:

Booking Appointments

You can read about modifying your communication preferences when booking an appointment here -> Can I modify the communications sent to a patient when booking an appointment?

And about how to "mute" communications for a particular appointment here -> How do I turn off confirmations and reminders on a single appointment basis?

Changing Appointments

You'll be able to let your patients know if one of their appointments has been changed, which is covered here -> Can I let my patients know if an appointment has been changed?

And also configure a communication to be sent if you have to cancel an appointment -> Can i send my patients a notification of a cancelled appointment? 


If you have any problems with your communications and reminders,  we've pulled together some of the most common issues here -> Problems with Email/SMS Confirmations & Reminders

However, please don't hesitate to get in touch on if you need a hand with anything!  




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