Every appointment in Escape comes wrapped in messages that keep the customer showing up and answering the door. All automatic. Here's the sequence.
1. Instant confirmation
The moment an appointment is booked — online or by your office — the customer gets a confirmation with the date, time, and your company name. They know it's locked in.
2. Day-before reminder
The afternoon before the visit, they get a reminder. This is the one that saves you from "oh, I forgot — I'm not home."
3. Morning-of reminder
The morning of the appointment, one more nudge with the arrival window. By now, nobody's surprised when the truck pulls up.
4. The on-the-way text
When your tech heads out and the job is marked On The Way on the dispatch board, the customer gets a text that your technician is on the way. Customers love this one — it's the difference between "who's this knocking" and the door already being open.
Why this matters
No-shows and missed appointments are one of the quietest ways a service business loses money: a truck rolls, nobody's home, the slot is burned. Confirmations plus two reminders plus an on-the-way text is the pattern that keeps your schedule real.
Things worth knowing
- Replies come to you. If a customer replies to any of these ("can we do 2pm instead?"), it lands in your inbox and the automatic sequence steps aside.
- Reschedules adjust automatically. Move the appointment, and the reminders follow the new time. See Managing appointments.
- A customer says they didn't get a reminder? Run the quick checklist.
- Want different timing or wording? Escape support tunes it for your shop.