Why didn't my client or staff member receive a text message?

MassageBook offers text reminders for client appointments, and a variety of text alerts for the business and its staff member. If you suspect that a text did not trigger, please reference the following criteria required for text alerts to send:

Requirements for Clients to Receive Text Reminders:

  1. The business must be on a Subscription that includes Text Reminders and Alerts.
  2. The Text Reminder setting must be turned on in Business Settings > Outgoing Messages and/or the checkbox must be selected on the appointment itself. 
  3. The number in the client's CRM record must be marked "Cell" .
  4. The appointment start time must be greater than the hours determined for the text reminder to send. For example, if text reminders are set for 24 hours, and the appointment is booked 12 hours before it starts, the text will not send.

Requirements for Staff to Receive Text Alerts:

  1. The business must be on a Subscription that includes Text Reminders and Alerts.
  2. The Text Alert setting must be turned on in Business Settings > Outgoing Messages > Texts and Alerts.
  3. The appointment needs to have been booked by someone other than the Service Provider on the appointment in order for the alert to send.
  4. The Staff's number must be marked "Cell" in their Account Settings.

Note: MassageBook cannot control the deliverability of text messages once they are sent from our server to your client's (or staff's) cell phone provider. After the text message has been received by the cell phone provider's tower, it is up to the provider to successfully deliver the text message to a phone number. A variety of factors can influence deliverability, including: service range, dropped texts, the # of SMS texts included in the cell phone plan, whether or not the client or staff has "opted out" of future MassageBook texts, etc. If a particular client or Staff is concerned that they may be missing important texts, and all settings above are correct, its recommended that they follow up with their cell phone provider directly to inquire why the messages are not being delivered to their number. 

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