Booking confirmation and reminder messages (by SMS and/or email) are linked to Service Categories. 


Please make sure that when you create a new service that it's linked to a suitable service category for the Booking and Reminder messages.


If you need to send out a different message from your existing messages (e.g. with a different intake form or a telehealth link vs. your location address, see this article to create your new service category.


If you find out that a patient is not receiving a booking confirmation or reminder message, here are some steps to check first!


Step 1.


Check that the Service which the client has booked has a Service Category selected.




Step 2. 

Check the Subject line or Message Body for the Service Category is not blank.


To check that a Service Category has a valid message, go to the Business Setup -> Booking & Reminders -> Click view next to the Message category -> Check all the Booking and Reminder messages to ensure they are not blank or missing a subject line..


In the example below the Booking Email Message for the Followup Naturopathic Consultation is blank.


Refer to this article to add / edit your booking and reminder messages.




Step 4

Check the patient contact details (phone number or email address) are correct. 

  • Check the email is typed correctly with no spelling errors
  • Check there are no extra spaces saved at the beginning or the end of the email or SMS
  • Phone the patient on the contact number in SimpleClinic to confirm their mobile number and email address is valid.



Step 5.

Check your Telehealth services have 'Enable Telehealth = YES' under Services in the Main menu, for the telehealth url to be generated and sent in the booking and reminder messages. 


Ensure the correct telehealth merge tag is used depending on if you are using SC Meet or your Zoom Pro integration. Refer the relevant article below.


For SC Meet refer to this article.

For Zoom Pro refer to this article. 



Step 6.

Check the patient has provided an Australian mobile number. 


At this stage, SimpleClinic does not allow for the sending of international SMS messages, with the exception of New Zealand, due to billing and cost issues. This may change in the future. Hence any international clients with international contact numbers will not receive confirmation or reminder SMS messages. Please use email messages for these patients.


For SMS messages that may not appear to be sending, please see the separate "SMS failure" support article for more reasons for this, checks to make and correct if required. 



For any further support email support@simpleclinic.net.