# 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](/docs/reminders/sms-reminders/).

## Options

| Option | Choices |
|---|---|
| Formats | View, PDF |
| Dates | **From:** and **To:** |
| Filters | **Users**, **Types**, **Rooms**, **Departments**, **Confirmed**, **Attendance** |
{.table}

This report has no CSV version. See [Running Reports](/docs/reporting/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 |
{.table}

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](/docs/reminders/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.

## Related

- [SMS Reminders](/docs/reminders/sms-reminders/)
- [Appointment Type Summary](/docs/reporting/appointment-type-summary/)
- [SMS Message List](/docs/reporting/sms-message-list/)

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Source: https://diarybook.com/docs/reporting/appointment-sms-reminders-summary/