Appointment reminders by email and SMS

Tervita can remind clients about an upcoming appointment by email and SMS automatically, with nothing to send by hand.

1. Turn reminders on

1. Open Communications in the sidebar (under Back office), then the Schedule tab - this needs the notifications:manage permission (see team and roles).
2. Under Before the appointment, turn on Email reminders and/or SMS reminders, then check the lead times you want for each - for example 24 hours before (1 day) and 1 hour before together. Each card lets you pick several lead times at once. Changes save automatically.

Email reminders are on by default with 24 hours before (1 day) checked; SMS reminders are off, with 1 hour before pre-checked for once you turn them on.

2. Edit what the message says

Wording lives on the Templates tab, not Schedule. Click Appointment Reminder (email) or Appointment Reminder · SMS to open the editor, which has a tab per language (English / Eesti / Русский) - a reminder is sent in the client's own language when it's one of these three, English otherwise. Use Send test to preview it, or Reset to default to restore Tervita's wording. Untouched templates still send using Tervita's built-in default text.

What clients actually receive

• Only scheduled or confirmed appointments get a reminder; cancelling one stops any reminder not yet sent.
• Rescheduling recalculates the reminders from the new appointment time, so they always match when the visit actually is.
• A booking made too close to the appointment simply skips the lead times that no longer fit - shorter ones can still go out.

Check what was sent

The Log tab lists every automated message with its channel, recipient, status and queued time, searchable by recipient and filterable by status or channel. Reminder rows show as a general notification and don't display the text sent - check Templates for that.

Stop reminders for one client

Add their email or phone number to the Suppressions tab, with an optional reason - that contact then stops getting reminders and the other scheduled messages until the row is removed. Turning off a client's own marketing consent on their profile does not stop reminders - only Suppressions does.

Good to know

• Lead times live on Schedule, not Delivery - Delivery covers quiet hours, the SMS sender name and daily sending limits.
• Outside your sending window ("quiet hours"), reminders wait until it reopens rather than being lost.
• A reminder skipped for a suppressed contact won't show in the Log at all - check Suppressions if a client says they got nothing.