Once a member's tune-up is on the calendar, Run a Call can remind them a few days ahead, by text, by email or both, with a link to move the visit themselves if the day no longer works. Fewer no-shows, and fewer phone calls just to shuffle a date.
Both reminders start off. Nothing goes out until you turn them on.
Turn the reminders on
Go to Automations.
| On the Automations page | Folder | What it sends |
|---|---|---|
| Email members before their maintenance visit | Scheduling | An email with the day, the arrival window, the plan and a Pick a new time button. |
| Text members before their maintenance visit | Texting | A text with the day, the arrival window and a link to pick a new time. Shows once business texting is active on your account. See Enabling SMS-based automations. |
Turn on either one, or both. Each has its own switch.
Choose how many days ahead
Under the reminder on the Automations page, the timing row reads Sends 7 days before the visit. Click Change, set Days before the visit (1 to 60) and click Save timing. One setting covers both the text and the email.
At 1 day the row reads Covered by the day-before reminder: the regular day-before reminder already covers the visit, so this one stays quiet.
Which visits get a reminder
Once a day, in the morning, Run a Call finds member visits coming up within your chosen number of days and sends each one reminder: one text and one email. A visit booked at short notice still gets one, as long as it's at least 2 days away.
A visit is reminded when:
- the job is Scheduled and linked to a membership that's active (or set not to renew),
- its job type is one of the plan's Tune-up job types (or it's billed as a covered visit),
- Notify customer is on for the job,
- it wasn't imported from your previous software.
Each visit is reminded once. If the customer moves it with the link, the new date can be reminded again.
Change the wording
Click the reminder's name on the Automations page, then Open in builder. You can change the subject and opening line of the email, and the whole text. The visit details card, the Pick a new time button and the call-us line are always added under your email text. See Changing the wording of a built-in message.
The default text reads: Hi Sam, your Comfort Club maintenance visit with Desert Air is on Tuesday, Oct 21 between 8:00 AM and 12:00 PM. Need a different time? followed by the link.
What the customer sees on the link
The link opens a page headed with the plan name (for example Comfort Club maintenance) that shows Your visit: the day and time booked for them.
- Under Pick a new day, they pick a day with open time.
- Under Morning or afternoon, they pick a half of the day.
- They tap Move my visit (it shows the new day, for example Move my visit to Tue, Oct 21, Morning). The page confirms Your visit is moved.
Only days and half-days you have open are offered, and never anything within the next 2 days.
Sometimes the visit can't be moved online. The page then tells the customer to call you instead:
| The page says | When |
|---|---|
| Your visit is less than 2 days away, so we move it by phone. Give us a call. | The visit is less than 2 days away. |
| This visit spans more than one day, so we move it by phone. Give us a call. | The visit is booked over several days. |
| This visit has already started | The tech is on the way or working. The link stops working once the visit begins. |
| This visit is done | The visit was completed. |
| This visit was cancelled | The visit was cancelled. |
| We don't have open times to offer online right now. Give us a call and we'll find one. | There are no open slots to offer. |
| This link isn't active | The link was replaced, or the visit was removed. |
What your office sees when a customer moves a visit
- The job moves to the morning or afternoon the customer picked.
- The tech is taken off the job, so it goes back to the unassigned queue for you to assign.
- Your dispatchers get a bell: Sam Lee moved their appointment.
- An internal note on the job records the old and new time.
Send the link yourself
On a member's scheduled visit, open the ⋯ menu at the top of the job and click Copy reschedule link. Paste it into a text or email, for example when a customer calls to say they might need to move.