A customer swears they never got their appointment reminder. Before you shrug it off (or apologize too hard), run this two-minute checklist.
1. Is the right phone number on their contact?
Open the customer's contact record and look at the phone number:
- Is it their cell? Reminders go by text — a landline can't receive them. Plenty of long-time customers still have a home number on file from years back.
- Is it current? People change numbers. If the wife booked but the number on file is the husband's old cell, the reminder went somewhere — just not to her.
- Any typo? One wrong digit sends the reminder to a stranger.
Fix the number on the contact and future messages go to the right place.
2. Did they opt out?
Check the contact for the opted-out marker. If they ever replied STOP to a text — maybe months ago, maybe by accident — all messaging to them stopped, carrier-enforced. They can fix it themselves by texting START to your number. Full details in Customer opt-outs.
3. Still no explanation? Tell support.
If the number is right and they're not opted out, contact support anyway — every message has a delivery record, and we can see exactly what happened: sent, delivered, blocked by their carrier, or never triggered. Include:
- The customer's name
- Which message they say they missed (day-before reminder, confirmation, etc.)
- Roughly when it should have arrived
Worth knowing
- Occasionally a customer's own carrier or phone filters business texts — the delivery record shows us that too.
- Brand-new account and nobody's getting texts? Different issue — see "My texts aren't sending yet".