We're delighted that you're using SMS or Email messaging to improve communication with your clients. We send out thousands of messages every day all over the world and in the vast majority of cases there are no issues. However, on some occasions there are problems and if you're reading this, it's likely that one or more of the following situations has arisen for you:
- You have been contacted by a client who says they have not received a reminder/confirmation
- You have been contacted by a client who has received a confirmation/reminder for a date/time that they weren't expecting
- You have been contacted by a client who says the message that they have received contains errors or incorrect information
Before we go any further we want to be clear that some issue are down to us and if that's the case we're generally the first to put our hands up. However, the majority of issues that we see are:
With this in mind here are a few scenario-based checks that you should do before you get in touch with us.
|Client claims that they haven't received a confirmation/reminder||
|Client claims that they have received a confirmation/reminder for a date/time that they weren't expecting||
This most commonly occurs when a member of the team mistakenly books an appt for the wrong client, which triggers a confirmation. As the confirmation is sent immediately, it will already have been sent once this is noticed and the appointment deleted from the diary.
|Client says that the message they have received contains errors or incorrect information||
|You don't think confirmations or reminders are being sent||
Having worked through the suggested checks if you feel that there is still something amiss please don't hesitate to contact us by clicking on the "Submit A Request" button below.
When you submit your request please drop us the WUID of the client (experiencing problems) so that we can check our logs and investigate further.
Thanks for reading!
Need More Help?
We understand that not everything is black and white, so if you need some help, click "Submit A Request" ticket and one of our team will help you out as soon as possible.