Frequently Asked Questions

Why Appointment Reminders Were Not Sent or Received?

Why Appointment Reminders Were Not Sent or Received?

The automated Appointment reminders set in Nookal are valuable to prevent missed sessions or last-minute cancellations. If a Client mentions they didn’t get the reminder, the first thing to check is if it was sent.

Was the Reminder Sent?

To confirm if the reminder was sent for the booking, simply hover over the booking in the Diary, a green box below the Client’s future appointment will read Reminder Sent.

You can also confirm this by looking into the Client Messages history to confirm the content of the message sent.

1. Open the Client’s Profile, click on Messages. Messages (Email and SMS) sent to this Client will be displayed with the newest at the top).

2. Select a Message and click View Message to read the content.

The preview only shows the content of the message, the format the Client receive can be very different, especially for emails where logos and other formatting is added.

Some Reminders Were Sent and Some Were Not

If the booking displays Reminder Not Sent but other bookings on the same day had their reminder sent, it is most likely a setting issue that you can find and fix if needed. See below what to look for:

1. Has the Client given consent to receive SMS and/or Email Reminders?

On the appointment screen, you can see if the client is subscribed to receive SMS or Email reminders. If they are, you can look at the Consent History in the Client’s Profile to confirm they were subscribed at the time the reminders were sent.

2. Was the booking added or moved after the reminders were sent?

The reminders are sent as scheduled in the Reminder setup page. If they are sent 2 days ahead and the booking is added only one day ahead, no reminder will be sent as they have already been sent for this day.

Hover over the booking and see the details of when it was added and last modified.

3. Is there an active reminder campaign set for this booking?

Reminder Campaigns can only be set for Classes or Services, therefore if you provide both, you will need at least 2 different reminder campaigns for all your Clients to receive appointment reminders.

Campaigns can be set for specific booking types, providers and locations or for all of them. If they are set for specific combinations only, new locations, new providers or new booking types will need to be added to a campaign or no reminders will be sent for these bookings.

Confirm this by going to Manage > Communications > Reminders.

4. Has the reminder campaign been modified?

If a reminder campaign is modified it can lead to some bookings not having reminders sent.

No SMS Reminders Were Sent

If no SMS reminders were sent on a specific day, follow the steps below:

  • Confirm the setup above is correct for 2-3 Clients (consent, reminder campaign, etc.)
  • Check you have enough SMS Credits in Setup > Subscription > SMS Credits.
  • Check again if reminders were sent 60min after the campaign was scheduled.

If no SMS reminders appear to be sent, send an email to support@nookal.com so we can investigate, make sure to include the details below:

  • Nookal Company ID
  • 2 examples of Client IDs and relevant bookings details (locations, provider, time, date) for which reminders were not sent that are still booked in the Diary.
  • The name of the campaign that should have been sent to the examples.
  • Date and User who Last Modified the Reminder Campaign if it was in the last few days.

No Email Reminders Were Sent

If no email reminders were sent on a specific day, follow the steps below:

  • Confirm the setup above is correct for 2-3 Clients (consent, reminder campaign, etc.)
  • Check again if reminders were sent 60min after the campaign was scheduled

If no email reminders appear to be sent, send an email to support@nookal.com so we can investigate, make sure to include all the details below:

  • Nookal Company ID
  • 2 examples of Client ID and bookings details (locations, provider, time, date) for which reminders were not sent that are still booked in the Diary.
  • The name of the campaign that should have been sent to the examples.
  • Date and User who Last Modified the Reminder Campaign if it was in the last few days.

Reminders Sent but the Client Didn’t Receive It

If a booking is marked as “Reminder Sent” the message was sent to the mobile number or email address in the Client Profile. If the Client didn’t receive it there are a few things to look into:

1. Did you receive an Error Sending Email or Error Sending SMS? Look into the Notification panel of the Diary, this can indicate that the email address or mobile number is incorrect or there was some network issue with the client’s phone provider. See Why Do I Receive SMS Error Notifications? for more details.

If this is the case, there you can correct the email or mobile number and send the message manually from the appointment window > Send Message.

2. If it was an email, it might have gone into a junk or spam folder.

3. If it was an SMS, it might just be in transit somewhere in the network. SMS messages are approximately 95% reliable and can be delayed or simply never reach their destination. This is related to mobile networks and it is not something Nookal can control.

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