Appointment SMS reminders summary
Why this matters
This report shows whether SMS reminders are reaching clients and getting a response. It gives reply rates by appointment type and splits replies into confirmations and cancellations. A cancellation received in advance is a slot you can offer to someone else, not a DNA (Did Not Attend) on the day.
Before you start
Replies are only possible when a reminder setting allows them. With replies turned off, messages go out from an alphanumeric sender ID that clients can’t reply to, and the reply columns stay at zero. See SMS Reminders.
Options
| Option | Choices |
|---|---|
| Formats | View, PDF |
| Dates | From: and To: |
| Filters | Users, Types, Rooms, Departments, Confirmed, Attendance |
This report has no CSV version. See Running Reports for the steps.
What it contains
Appointment Type Summary
One row per appointment type, with a total row at the bottom.
| Column | Meaning |
|---|---|
| Appt Count | Appointments of this type in the period |
| Appts Sent Reminder | Appointments that had at least one SMS reminder |
| % of Count | Appts Sent Reminder as a share of Appt Count |
| Appointments Replied | Appointments that had at least one reply |
| % of Count | Appointments Replied as a share of Appt Count |
| SMS Reminders Sent | Reminder messages sent. One appointment can have several |
| Replies Received | Replies received. One appointment can have several |
| % of Sent | Replies Received as a share of SMS Reminders Sent |
| Positive Replies | Replies that set the appointment to Confirmed |
| % of Received | Positive Replies as a share of Replies Received |
| Negative Replies | Replies that set the appointment to Cancelled By Client, Cancelled By User or Unable To Attend |
| % of Received | Negative Replies as a share of Replies Received |
| Tentative Assignments | Replies that set the appointment to Tentative |
| % of Received | Tentative Assignments as a share of Replies Received |
A row is shaded red when the appointment type had any negative replies.
Reply Breakdown
A chart and a table of all replies in the period, split into Positive, Negative and Tentative.
What to watch for
Replies Received is higher than Appointments Replied Some clients replied more than once, or replied to more than one reminder for the same appointment. Appointments Replied counts each appointment once.
Tentative Assignments are high When a client with several appointments on the same day replies, Diarybook can’t tell which appointment the reply is about, so it marks all of them Tentative. Check these appointments by hand. See SMS Reminders.
Replies that set no status A reply that doesn’t match a reply keyword is counted in Replies Received but not as positive, negative or tentative. The three can add up to less than Replies Received.