Confirming that Reminders are Being Sent


For a particular reminder

You can confirm whether a reminder for a particular appointment was sent by opening the appointment and clicking the Reminder (bell) icon to see the reminder status. If the reminder failed, you can see the reason why.

Hover your cursor over the magnifying glass to read the reminder that was sent.


The reminder will also have a delivery status:




The reminder was manually cancelled.


Our SMS provider received confirmation that the SMS was successfully delivered to the recipient's mobile number, or our email server has confirmed the email was sent to the recipient's mail server.


The recipient's phone number was invalid.


Our mail server has received confirmation that the recipient has opened the email reminder.


The reminder is scheduled to be sent.


The email reminder has been queued to send by our server and will be sent shortly. You have a brief window to cancel the reminder.


Indicates that you have received an SMS from a patient. Only applies to inbound SMSes, not outbound.


The SMS has been sent to our SMS provider successfully, or the email reminder was successfully sent.


Our SMS provider received a response that the recipient's number was not reachable, the number was not active, or some other error occurred.

For reminders as a whole (reminders reports)

You can confirm whether reminders as a whole are being sent by running a Reminders Report. You can also use the Reminder Report to view a list of reminders with a particular status (e.g. all failed or all confirmed reminders) or of a particular type (e.g two-way reminders or appointment change notifications).

To run a Reminders Report:

  1. Click Reports > Communication.

  2. Click New Report at the top-right of the page.

  3. In the Report Type drop-down menu, select Reminders.

  4. Refine the report by selecting from specific parameters, including dates sent, for a particular patient or practitioner, status (e.g. scheduled or failed), type (e.g. email or SMS) and sub-type (e.g. notification, reminder, two-way reminder, etc).

  5. Click Run (practitioners with Personal Access can only run a Reminder report for themselves).

A Reminders Report shows the reminder type, the reminder status, the appointment date, the practitioner the appointment is with, the date the reminder was scheduled, the date the reminder was sent, and the recipient details. You can also see:

  • The appointment in the calendar by clicking the appointment date;

  • The patient's profile by clicking the patient's name; and

  • The actual text of the reminder by hovering over the Help (question mark) icon.

You can save, print or export the report using the buttons in the top-right of the page.

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