When setting up an appointment or drop-off, you can select the Appointment Reminder timing options to your preferred schedule. Once selected, the client will receive an email appointment reminder at the specified time.

Reminders can be sent 3 weeks before, 2 weeks before, 1 week before, 72 hours before, 48 hours before, 24 hours before, 12 hours before, 8 hours before, 4 hours before, or 1 hour before.

Drop-Off Reminders are based on a 7:00am start time on the day of the scheduled drop-off. The toggle will only be available for same-day drop-offs if it is created or updated before 7 am on that day.

Clients also have the option to Opt-Out of email notifications. You can turn off email notifications directly from the account screen.

When you’re in the edit screen for any account profile, using the 3-dot menu next to the email address and selecting “Turn off e-mail notifications” will opt-out that email:

A bell icon with an X will indicate an email has opted-out of notifications.

If an email address has opted-out of receiving email notifications, when setting up the appointment reminder Instinct will give you this warning: Notifications are turned off for all email addresses associated with this account. If the owner would like to receive notifications via email, please update the email contact preferences for the account holder.

You will also see this message when hovering over the appointment card.

When clients receive a reminder email, they’ll have the option to confirm their appointment or drop off directly from the message.

Each reminder includes a confirmation link that takes the client to a confirmation page displaying the appointment details, such as the date, time, pet’s name, and scheduled service.

Once confirmed, the appointment or drop-off will automatically update to a Confirmed status in Instinct, ensuring your team always has the most accurate and up-to-date schedule.
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If a client confirms an appointment and later reschedules it, the original confirmation remains valid, and no new reminder email is sent. If the client clicks the original confirmation link again, they will be directed to an updated confirmation page that reflects the new appointment details.

For example, George originally had an appointment on September 9th at 1 PM that his owner confirmed. After confirmation, this appointment was rescheduled to 4:30 PM. No new reminder was sent out, but when the client clicks on the original confirmation link, they see the new appointment information.

If a client clicks on their confirmation link and sees an Appointment Not Valid message, it means the appointment is no longer active. This can occur in any of the following scenarios: