Question

Why didn't my client get their reminder text or email?

Check, in order: does the client have a phone or email on file, is the reminder switched on in Woof and how many days before does it send, has your store's texting been paused, and did it go to spam. The Reminders & Confirmations report shows what was sent to whom.

Start with Insights › Reminders & Confirmations. For each upcoming day it lists every appointment, whether a reminder went out (and how many), and whether the client confirmed. If the row says No reminder, one of the following is true.

1. Nothing to send it to

Reminders need a phone number (for text) or an email on the client's profile. A walk-in added with no contact details gets nothing. Open the client and add one; the next reminder run picks it up.

2. It has not run yet

The first reminder goes out in the morning, a set number of days before the visit (two by default). An appointment booked yesterday for today never had a reminder day. The second reminder, the day before, only goes to clients who have not confirmed.

3. The reminder is switched off

Settings › Notifications & Emails › Appointment reminder must be on. The row says so, and Configure opens the drawer with the days-before setting.

4. Your store's texting is paused

On a trial, texts and emails are capped per day; over the cap, sends are refused until tomorrow and the bell says so. On a paid plan, texts pause when the period's allowance is used up until you buy a pack or the period rolls over. Email reminders keep going in that case. Settings › Plan & Billing shows where you stand.

5. It went to spam, or to an old address

Ask the client to check their spam or promotions folder and to look for your business name as the sender. Reminders leave from Woof's verified address with your name on it; a Gmail or Yahoo reply-to address makes the promotions folder more likely. Confirm the email and phone on the profile are current.

6. The appointment moved

Moving an appointment to another day resets its confirmation, and the reminder is sent again on the new schedule.

What to do meanwhile

The report's Needs a call list is exactly the clients who were reminded and have not confirmed. Call or Message them from the row and mark the visit confirmed once you have spoken.