Notifications

An appointment reminder is missing: what to check

Check the saved appointment, expected reminder, contact and balance; scheduled, accepted and delivered are different outcomes.

Step by step

1. Open “Settings” from the sidebar.
2. First open the existing appointment in the correct location and verify customer, date, time, timezone and status. Expect reminders for scheduled or confirmed appointments, not cancelled, completed or no-show visits. If its time changed, use the currently saved time; do not create another appointment to trigger a message.
3. If you expected the morning reminder, open “Notifications” and check its switch: it runs at 6:00 a.m. in the business timezone. If disabled, that send is not expected; enabling starts the following day. This is not a quiet-hours setting and does not disable the two-hour reminder.
4. If you expected the two-hour reminder, check that the appointment was booked early enough. A last-minute booking may not have that send scheduled; if created after the morning run, it was not included in that run. If a preference save showed an error, reopen and read its value before changing it again.
5. Check the customer’s saved WhatsApp contact, account status and notification balance in “Usage & packs”. Suspension, archiving or expiry can stop reminders. After a plan change, a read-only location may retain reminders for earlier appointments: do not assume all were cancelled; check the specific appointment.
6. Official reminders use Acomply’s approved templates, including outside the 24-hour conversation window. Connecting your own WhatsApp does not automatically change that sender. The window limits manual free-form replies; a check of your number does not prove the official reminder was delivered.
7. If Help offers appointment inspection, select the correct one. A scheduled job does not prove execution and an attempt marker does not prove acceptance or delivery. Even provider “accepted” does not mean “delivered”. Help may leave these outcomes unknown; it does not turn them into send confirmation.
8. If unclear, contact support with location, appointment, expected reminder, time and what the customer observed. Check the outcome before sending manually to avoid duplicates. Do not move, cancel or recreate the appointment to resend; dashboard Help does not repair jobs or send reminders from chat.

Feature availability depends on your plan and permissions.