A client didn't get a reminder
Open the booking in Bookings and look at Messages. It lists every message for the booking and Where it’s got to. Then find the cause below.
Nothing was planned for the booking
Likely cause: Reminders are switched off, or the booking was imported from another system.
In Messages, tick Reminders before the visit under What is sent, and check there’s at least one reminder under Reminders. Imported bookings get reminders but no confirmation.
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The client has no email address on their record
Likely cause: Messages about a booking need the client's email address, even for texts.
In Customers, open their record, choose Edit client and add their email.
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The client expected a text but only got an email
Likely cause: Texts only go to clients who asked for texts and gave a mobile number, and only for reminders ticked for text.
On Messages, tick by text on the reminder. On Booking page, tick Ask for a phone number so new clients give one.
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The message says Skipped
Likely cause: It was deliberately not sent: the booking moved, the day's texts reached your Daily text cap, or the client opted out.
The reason is on the message. If you need to, raise the Daily text cap under Texts. Clients who opted out are listed under Opted out.
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The text went late or not at all
Likely cause: It fell in your quiet hours. A text waits until quiet hours end, and a reminder text that would arrive after the visit isn't sent.
Shorten your Quiet hours under Texts, or add an email to the reminder.
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The message says Failed or Bounced
Likely cause: The email address or phone number is wrong, or the client's provider refused it.
Check the address or number on the client’s record. Didn’t get through on Messages lists every failed message this month with its reason.
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