Appointment confirmations let patients confirm their upcoming visits directly from email or text reminders. Once a patient confirms, Juvonno automatically updates the appointment status to Confirmed on the Schedule. This guide walks you through how to enable appointment confirmations and add them to your email and text reminders.
When to Use This
- When you want patients to confirm their appointments through email or text
- When you want appointment statuses to update automatically after a patient confirms
- When you want to reduce the need for staff to manually confirm appointments
Permissions
- Access to Settings > System & Company Settings > General
Contact your clinic administrator if you don't have the required access.
Enabling Appointment Confirmations
- Go to Settings
- Under System & Company Settings, click General
- Select Modules
- Under Advanced, find Appointment Confirmations
- Set Appointment Confirmations to Enabled
- Click Save
Adding Appointment Confirmations to Email Reminders
- In the General System Settings, select Reminders & Notifications
- Under Appointment Email Reminders, find Include Confirmation Link
- Set Include Confirmation Link to Yes
- Click Save
Adding Appointment Confirmations to Text Reminders
- In the General System Settings, select Reminders & Notifications
- Under Appointment Text Reminders, find Text Message Confirmation
- Set Text Message Confirmation to Yes
-
Click Save
Result
Email Reminders
- Email reminders include a Confirm Appointment button
- Patients can click the button to confirm their appointment
Text Reminders
- Text reminders include instructions for patients to reply with C to confirm the appointment
Confirmed Appointment
- Once a patient confirms, the appointment status automatically changes to Confirmed
- The appointment's border on the Schedule reflects the confirmed status.
Things to Know
- The clinic does not receive a message when a patient replies with C. The appointment is automatically updated to Confirmed.
- Appointment confirmations must be enabled before they can be added to email or text reminders.
Messaging Opt-Out Rules
Juvonno's third-party messaging provider uses standard opt-out keywords. If a patient replies with one of the following keywords, all future text messages to that patient are blocked at the provider level:
- STOP
- STOPALL
- UNSUBSCRIBE
- CANCEL
- END
- QUIT
When one of these keywords is received, all future text messages are blocked at the provider level. This is not connected to the patient’s subscription settings in Juvonno and cannot be overridden within the system.
If a patient opts out by mistake, they can restore text messaging by replying with one of the following keywords:
- START
- YES
- UNSTOP
If the patient has deleted the original message and cannot reply to it, the clinic can provide the patient with the clinic's text number. The patient can then send one of the keywords above to that number to restore text messaging.
If you don't know your clinic's text number, contact Juvonno Support at support@juvonno.com to request it.
Why do opt-out rules apply?
Canadian Anti-Spam Legislation (CASL) includes rules for electronic messages, including requirements around consent and allowing recipients to unsubscribe. The opt-out keywords help ensure patients can easily stop receiving text messages when they no longer want them.
Troubleshooting
A patient's appointment was not automatically confirmed.
- Make sure Appointment Confirmations is enabled under Settings > System & Company Settings > General > Modules
- If the patient is confirming by email, also make sure Include Confirmation Link is set to Yes
- For text confirmations, make sure Text Message Confirmation is set to Yes
A patient is no longer receiving text reminders.
- The patient may have accidentally opted out by replying with an opt-out keyword such as STOP
- The patient can reply with START, YES, or UNSTOP to restore text messaging
- If they no longer have the original message, provide them with your clinic's text number so they can send the keyword directly to that number
Related Articles
How to Edit Appointment Reminders