SMS to the business

When bookings are made externally, you can choose to be notified by SMS. The business is not notified if a booking is made internally (at app.appointedd.com or through the Appointedd mobile app). 

If you expect to receive these SMS and aren't receiving them, here are a couple of things to check:

  1. Are these SMS switched on? Check by going to the communications tab and clicking SMS
  2. Was the booking made externally i.e. on your customer-facing booking tools?
  3. Is the phone number correct? Please note that this cannot be a landline - it must be a mobile/cell phone.  
  4. Do you have SMS credits? You can check this (and buy more) on your billing page under your business name. 

SMS to the customer

In Appointedd, you can see all SMS sent to your customer in their customer record. To investigate why a customer didn't receive an SMS from you, the first thing to check is whether the SMS in question is recorded in the communications tab of the customer's record. Find this by going to the customers tab, locating the customer, clicking the communications tab and clicking the SMS tab. 

If the SMS is recorded in the customer record

If the SMS is recorded in the communications tab of the customer record, it was sent from Appointedd. Is the customer's phone number correct? On entering the number, there could have been a typo - we’re only human! Please note that this cannot be a landline - it must be a mobile/cell phone in the correct format.

If the SMS is not recorded in the customer record

If the SMS is not recorded in the communications tab of the customer record, the message was not triggered to send from Appointedd. 

  1. Does the customer record have a phone number and is it valid? Please note that this cannot be a landline - it must be a mobile/cell phone. 
  2. Do you have this type of SMS switched on in your settings? Check out this guide to sending confirmations and reminders. Tip: if your customer books after the notice for a notification has passed, it will not be sent. 
  3. So you have SMS credits? You can check this (and buy more) from your billing page under your business name. 

If you've been through the steps above and still don't know why the SMS wasn't received, you can get in touch with the support team through the messenger.

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