Appointment Reminders


Halaxy can automatically send SMS and/or email reminders to your patients according to your preferences and the individual preferences of your patients. This helps your patients keep track of appointments and reduces your no-shows, with SMS messages estimated to have a 98% open rate.

To set up your reminders, simply edit your reminder preferences and tick the checkboxes where you want reminders to be sent.

You can customise the wording of your reminders, including setting up different reminder templates for phone or online consultations. This lets you advise patients of your physical address or provide them with a clickable link to a video session as appropriate.

You can also disable reminders for specific fees so that appointments that use those fees will not send out reminders.

Reminders and notifications can be automatically sent when:

  • appointments are first made;

  • appointments are changed or cancelled;

  • a certain time before the appointment (e.g. 2 days before the appointment); and

  • an appointment time becomes available for patients on your waiting list.


Automatic reminders are only sent for appointments with a status of Scheduled, Booked or Confirmed.

You can set up both email and SMS reminders. Two-way SMS reminders allow patients to respond and confirm their attendance.

SMS reminders cost 1 credit per standard 160 character message. Messages over 160 characters will cost additional credits. Make sure to enable automatic top-up of credits so you never have to worry about your reminders not being sent out.

There is no charge for patient responses to two-way SMS reminders.


The maximum size for an SMS message is 800 characters.

Group and individual practitioner reminder settings

In group practices, reminder preferences and the wording of reminders are set at a group level by default, and all practitioners use the group pool of Halaxy credits.

If practitioners in your practice group would prefer to have individual reminder settings or to use their own reminder copy, you can add individual practitioners to the Reminders page and customise their individual preferences. To do this:

  1. Click Settings > Reminders.

  2. Click Add New Level at the top-right of the page.

  3. The Add New Reminder Setting pop-up appears. Select a practitioner and click Submit.

  4. The practitioner will appear on the Reminders page with their own reminder settings. Click the Expand (+) icon next to the practitioner's name to expand their individual settings, then make changes as required.


RESULT: The practitioner will now use their own reminder settings, independent of the group settings.

Any practitioner who is not added to the Reminders page to have individual settings will use the default group settings.


By default, practitioners you add on the Reminders page will use Halaxy credits from the group credit card. If you want practitioners to use their own credit card for SMS reminders, they must add their credit card details to the Halaxy Credit Settings section on their Payments page. These practitioners will have individual Halaxy credit balances that need to be maintained for SMS reminders to be sent out. They can have individual auto top-up settings.

Users with an appropriate access level are able to see and edit other practitioners' reminder preferences in the practice group.

Users with Personal access can edit their own individual reminder settings only.

Manually sending or resending a reminder

You can manually send or resend a reminder for any appointment that is not in the past.

Manually sending a one-off text message to a patient

You can send a one-off text message to a patient from the General page of their profile by clicking their mobile phone number. You will be able to customise the message, including from a template, and set the message to be one-way or two-way.

As usual, sending an SMS costs 1 credit if the character count is under 160 characters. You will be shown the character count and credit cost when writing the message.

Custom names and numbers for SMS reminders

For one-way SMS reminders, you can set reminders to come from your practice name. You also have the option of owning a dedicated mobile number that both two-way and one-way SMS reminders come from so that your patients always know that your reminders are coming from your practice.

Disabling reminders for specific fees

Halaxy allows you to disable automatic reminders for specific fees where you do not want to send a reminder - for example, if you create an appointment with a fee for report writing, you may not necessarily want to send a reminder to the patient. Disabling reminders allows you to easily retain the patient's name on the invoice and appointment without sending an associated reminder.

You can still send a reminder manually if you wish.

To disable reminders for a fee:

  1. Click Finances > Fees.

  2. Find the fee in your Fees List and click it.

  3. Under Create Reminders, select No:

  4. Click Save Fee.

RESULT: Whenever you add this fee to an appointment, reminders will not be sent (regardless of other fees added to the appointment).

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