Overview

Procentive can send clients an email or text reminder when they have an upcoming appointment. You can specify how and when to send these reminders for each of your clients or you can establish a default for all clients. This article will walk you through these options.

If your company is licensed for telehealth video sessions, video session appointment notifications are sent automatically to participants three days ahead of the appointment. If an appointment is converted to a video session or scheduled with less than a three day lead-time, the email notifications are sent within minutes.

IMPORTANT: If this feature has not yet been enabled for your agency, you will first need to Setup Appointment Reminders For Your Agency

Set Up Appointment Reminders

Go to the Clients module.
Double-click on a specific client record to open.
Click on the Phone/Email tab.

Choose whether or not you want to send a reminder days before in Reminders on days before appointment:
NOTE: This setting does not affect video session appointment notifications.
Choose whether or not you want to send a reminder on the day of in Reminders on day of appointment:
NOTE: This setting does not affect video session appointment notifications which are automatically sent three days ahead or when the video appointment is created, if it is created less than three days before the appointment.
- The options are:
  - E-mail address
    - If you select E-mail, Procentive will use the email from the Client Module, Client Tab
  - SMS Text (Mobile phone)
    - If you select SMS Text (Mobile Phone), Procentive will use the number listed in the Mobile Phone field in the Client Module, Phone Tab.
      Choose how you want to send the appointment reminders in Send appointment reminders to:
Licensed telehealth customers only: Choose how you want to send video session appointment reminders in Send video session appointment reminders to:
- The options are:
  - Select Do not send if the client cannot receive emails. (Implies that this client will join the video session through alternative means such as together with another client or receipt of the session link via SMS text sent by the provider.)
  - If you select Primary E-mail, Procentive will use the primary email from the Clients module > Phone/Email tab.

NOTE: Sending reminders to a mobile phone will count as a text message against the subscriber’s text message plan. Because of this, we recommend that you have the client sign a waiver to allow reminders to be sent.

Set As Default Option

To the right of the fields listed above, the set as default link will allow you to set these as default options for all newly added clients agency-wide. After making a selection for a client, click set as default. The option you selected on that line will now be applied to any new client you add from that point on.

Send Test Message

After setting up reminders up for a particular client, you can click on send test message to send them test message to make sure the setup is working properly. This works great if they are in your office and can confirm receipt for you.

NOTE: Due to character-count limitations, Procentive is unable to send video session links automatically via SMS text. For instructions on sending the link to clients or staff participants manually, see this article.

Notifications

Each time a message is sent to the client, Procentive will post the date and time the reminder was sent in the Notifications section.

Reminders Confirmation

For information on viewing confirmation of delivery of SMS notifications, please see View SMS Delivery Confirmation.