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Reminders and confirmations

Web app2 min readUpdated

Confirmation requests and reminders go out automatically on the schedule you set, by email and — for customers who opted in — by text, each with an add-to-calendar file and a confirm link that needs no account.

Mint a customer a private page of their own, and see the visit page where they confirm or ask to move it.

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The visit nobody confirmed is the visit nobody is there to let you in for.

The reminders section of Settings, with timing options for confirmations and reminders

What goes out, and when

Two different messages, on the schedule you set in Settings:

  • A confirmation request, asking the customer to confirm they will be there.
  • A reminder, closer to the visit.

Each carries an add-to-calendar file, so the customer's own calendar knows about it too. The confirm link works on any device and needs no account.

Two channels, independent of each other

Reminders go out by email and, for customers who have opted in, by text. The two do not depend on each other:

  • A customer with no email address still gets texts.
  • A customer who never opted in to texts still gets email.

Text messaging is part of the Pro and Business plans, and it behaves the way the rules require — consent per phone number, quiet hours between 9pm and 8am in the visit's own time zone, and an instant opt-out on a STOP reply. All of that is in Text messages and consent.

When the customer asks to move

A customer replying that Friday no longer works is not a problem for the system to solve on its own. The visit is marked as having a change request, the customer's message is shown on it, and it appears in the needs-attention list on the dashboard. A person then reschedules it against the crew's real availability. Nothing is moved automatically.

On a plan with AI assists, an inbound text is filed and labelled — confirming, reschedule, cancel or question — so the office can see at a glance what needs doing. There are still no auto-replies and no automatic rescheduling.

Everything in one thread

Emails, texts and replies appear as a single conversation on the customer's page, in the order they happened — so nobody sends the same reminder twice because they were looking at a different list.

Did it actually send?

Every email and every text is logged with its outcome. See Exporting your data.