Manage Patient Replies to SMS Appointment Reminders

View the patient's replies to an SMS notification in their appointment schedule.

A patient can accept or decline an appointment by SMS, or their reply can be unrecognised.

Manage Accepted Patient's Response

If the patient has responded with Y, Yes or Yeah to an SMS reminder, the appointment status is automatically confirmed in the practitioner's Appointments book.
Accepted appointment

Manage Declined Patient's Response

If the patient has responded with No, N, or Nope and in the settings, if the Cancel declined appointments field is:
  • Enabled - an appointment is automatically declined and removed from practitioner's calendar. That slot is then available for another appointment.
  • Disabled - an appointment is automatically declined and greyed out in the Appointments calendar. Decide whether to delete the appointment or keep it active.
    • To view the appointment details, click Calendar iconAppointment details.
    • To delete the appointment and make the appointment slot available again, click Delete appointment iconDelete.
      Schedule with detail of declined appointment
For more information, see Enable SMS Appointment Updates.

Manage Unrecognised Patient's Response

If the patient has replied with an unrecognised message, the status of the appointment is automatically updated to Reply Unclear.
Unrecognised response
If this occurs, manually Confirm or Decline the appointment.
Selecting Decline option for unrecognised response