Before you begin
You must have the manage_global_appointment_reminders permission to update the reminder configurations for your practice.
To find the Appointment Reminders set up page, navigate to Admin → Reminders → Appointments.
Create an appointment reminder rule
From the Appointments page, select Add New at the top right.
Enter a Rule Name (up to 255 characters), e.g., "Wellness Exam Reminders" or "Surgery Follow-Up Reminders."
Multi-location practices: Select the Location(s) this rule applies to, or choose Include All.
Search for and select the Appointment Types this rule will cover, or choose Include All.
Under Reminder Schedule, enable any combination of the following:
On Booking — sent immediately when an appointment is booked
Advance Reminders (up to 3) — sent days, weeks, or months before the appointment
Day of Appointment — sent on the appointment day, even if the appointment has already been confirmed
For each reminder in the schedule, select the Delivery Method: Email, Text Message (SMS), or both. If your practice does not have SMS enabled, the text option will not appear.
Under Customize Messages, edit the subject line and body for each touchpoint using the Reminders, Booked, and Day of Appointment tabs. Use dynamic variables (listed below) to personalize each message.
Select Preview Reminder in the upper-right corner to review how messages will look to pet owners. You can also send a live test to any email or phone number.
Click Save Settings. Use the Running toggle at the top of the form to activate or deactivate the reminder.
Note: Each appointment type can only belong to one rule per location. If a type is already assigned to another rule, it will appear highlighted—selecting it will transfer it to this rule when you save. |
Variables for appointment reminders
Location variables
Variable | What it displays |
{{location_name}} | Specific clinic/location name |
{{location_phone}} | Practice phone number |
{{location_address}} | Practice address |
{{location_website}} | Practice website URL |
{{practice_name}} | Parent practice name |
Tip: For multi-location practices, {{location_name}} shows the specific clinic (e.g., "Animal Emergency – East"), while {{practice_name}} shows the parent name (e.g., "Animal Emergency"). |
Appointment variables
Variable | What it displays |
{{appointment_date}} | Appointment date |
{{appointment_time}} | Appointment start time |
{{appointment_type}} | Appointment type name |
{{confirmation_url}} | Confirmation link (text messages only) |
{{confirmation_phrase}} | Full confirmation sentence (email only) |
{{reminder_label_name}} | Name of the reminder label |
{{patient_reminder_due_date}} | Due date of the patient reminder |
To revert any subject line or message to the original default, select Apply Default at the top right of the customized reminder message.
Enable SMS for a client
For a client to receive text reminders, you must first enable SMS notifications for their phone number:
Open the client's Account via the Business Office, or click Owner in the patient information bar.
Click the three-dot menu next to the phone number.
Select Turn on chat notifications.
Note: There is no need to turn off chat notifications unless you intend to block a client from opting back in later. |
Important notes
New appointment types are not automatically covered. Whenever a new appointment type is added to your system, assign it to a rule in Admin → Reminders → Appointments before reminders will apply.
Deactivating a rule pauses reminders but keeps all appointment type assignments intact—reactivate at any time to resume. Deleting a rule permanently removes all assignments; those appointment types will not receive reminders until reassigned.
All reminders are sent at 7 AM local time. Once a pet owner or clinic staff member confirms an appointment, no additional advance reminders will be sent.
Frequently asked questions
Do I need a rule for every appointment type?
No. Only appointment types that should trigger reminders need to be assigned to a rule. Unassigned types will receive no reminders.
Can one rule apply to multiple locations?
Yes. A single rule can cover appointment types across any number of your practice's locations. Choose Include All, or select certain locations from the available drop-down menu in the Location field of the Reminders setup page.
What happens if an appointment type isn't assigned to any rule?
No reminders will be sent for that appointment type. There is no fallback or default reminder.
Why can't I see the Reminders section in Admin?
Your user role may not include the manage_global_appointment_reminders permission. Contact your practice administrator to confirm access.
Still need help?
Contact support via live chat or email [email protected]