Reminders are one of the highest-ROI features on FrontDesk. Most practices see no-show rates drop within the first week.
Where to configure
Settings → Messaging → Reminders
You'll see a list of timing rules per channel (SMS, voice, AI voice). Each rule has:
- Timing — how long before the appointment
- Channel — SMS, voice (one-way), or AI voice (conversational)
- Template — the message text with merge fields
- Conditions — appointment types it applies to (or "all")
Recommended starting setup
| Timing | Channel | Why |
|---|---|---|
| 24 hours before | SMS | "Reminder + confirm" — most patients reply YES or no-show signal here |
| 1 hour before | SMS | Final ping — catches late-day appointments |
| 2 days before | Voice (optional) | For practices serving older patients who don't text |
| After no-show | SMS | "We missed you — reply RESCHEDULE to find a new time" |
Merge fields
Drop these into any template:
| Field | Example output |
|---|---|
{{patientName}} | "Maria" |
{{practiceName}} | "Sunny Dental" |
{{appointmentDate}} | "Tuesday, June 3" |
{{appointmentTime}} | "2:30 PM" |
{{providerName}} | "Dr. Park" |
{{serviceName}} | "Adult Cleaning" |
{{locationName}} | "Downtown" |
{{locationAddress}} | "123 Main St, San Francisco, CA" |
{{confirmLink}} | A short URL the patient taps to confirm |
The default 24-hour template:
Hi {{patientName}}, this is a reminder about your appointment at {{practiceName}} on {{appointmentDate}} at {{appointmentTime}}. Reply YES to confirm or NO to reschedule.
Reply handling
FrontDesk automatically interprets common replies:
| Reply | Result |
|---|---|
YES, Y, C, CONFIRM | Marks appointment confirmed |
NO, N, RESCHEDULE, R | Triggers reschedule flow (AI calls back or texts options) |
CANCEL | Cancels the appointment and notifies your team |
STOP | Adds the number to suppression — no further SMS |
| Anything else | Treated as a free-text reply; routed to your Messages inbox or to the AI for handling |
Per-service overrides
Some appointment types shouldn't get reminders (e.g., a same-day walk-in). For each timing rule, you can restrict it to specific appointment types — or exclude specific types.
Settings → Messaging → Reminders → [rule] → Applies to → "All" or "Selected appointment types".
Voice reminders (one-way)
A voice reminder is a short prerecorded or AI-generated message played to the patient. If they don't answer, it leaves a voicemail.
- Bills at standard outbound voice rate.
- Great for older patients or appointments where missing matters a lot (procedures, surgical consults).
- Set in the same Reminders screen — choose "Voice" as the channel.
AI voice reminders (conversational)
A step beyond — the AI calls the patient, says hello, asks if they're still planning to come, and confirms or reschedules right there.
- Available on Professional and Enterprise plans.
- Best for high-value appointments.
- Bills like a normal outbound AI call (per-minute).
Honoring quiet hours and opt-outs
- Quiet hours: TCPA-mandated, 8am–9pm in the recipient's time zone. Reminders scheduled outside this window are auto-delayed.
- STOP keyword: A patient who replied STOP gets no further SMS from any rule.
- Per-patient preferences: A patient can opt out of one channel (SMS) while keeping another (voice) — set on the patient profile.
Monitoring delivery
Calls & SMS → Messages → Delivery report
Shows per-message status — Sent, Delivered, Failed, Opted out. If you see a spike in failures, check SMS registration status (A2P or toll-free) and review your opt-in language.