The automated message with the cancellation window is confusing to clients. It states "free cancelation or modification" before the date of the appt. If we can change the words to Free Cancellation or Rescheduling of appt, this would make more sense when the clients see this. They may misunderstand its not for changing of their services, but only for when they can cancel or reschedule the appts.

We have had a few guests reply cancel to the text, which we do not see. Can you add to the message "Can't make it? Call (number of salon)"

For us the cases are:

Yes responders - perfect, nothing more needed
Yeah, yup - sometimes missed since we need to notice it and manually confirm it, leading to a phone call to confirm with them that causes clients to feel the confirming text didn't go anywhere.
No - Same as above, but if not noticed leads to revenue loss by not opening up the space for potential other clients

Clients with group booked on same day - All confirmed when it may not be the case, but it is one number.
Clients with multiple appts multiple days near each other - potential for Blvd to be confused which appt is being confirmed via sms
Clients with appts that have moved around between the time that appt was attempted to be confirmed and new confirming window - blvd, client, and we do not know which appt the client is confirming for

I do not know if this would work for all locations, but changing the response to be through client portal via link instead of SMS response should end a lot of these ambiguities. I imagine this being a tokenized link in each confirming SMS that leads to portal showing the appts and ability to confirm or adjust each of them, with cancelling actually cancelling the appt while keeping the late cancel policy in mind.

We get multiple forwarded replies from reminder emails because clients are confused that they need to click on their profile to confirm/change/cancel. They just write "no", "cancel" or even long messages about their appointments and consider those replies to have taken care of their request to cancel or change. We'd like the language to be clarified not to simply "reply" and/or the option to customize the reminder further to make it clear that these responses are not monitored.

Please make this happen! We sometimes don't see their "CANCEL" response until the morning of their appt because it was sent on a closed day!

When a client receives a reminder for their appt, they only have the option to confirm and when they respond to the message "no" vs "yes", it should be able to cancel their appt automatically- to avoid a "late" cancel. Because when we see those messages sometimes we are getting it the day of their appt!

Clients are able to confirm their appointments through text, they should be able to cancel via text as well.

Would like to see replies with No automatically cancel or give option to cancel

Allow clients to cancel appointment from the reminder text.

Need to be able to cancel appointment via text. Maybe. N, NO or C for cancel

This should trigger cancellation of the appt, or at the very lease flag the appt with a noticeable and discernable icon so staff will cancel it. If we are going to charge no-show fees, staff that do not have access to message center nor check it often should be able to know if the client did cancel to avoid the awkward scenario that we are charging no-show fees for clients that did in fact cancel.

When a client responds to the confirmation text with 'no' the appointment needs to be automatically cancelled.

Add a single line to confirmation texts with something like "reply no to cancel your appointment" This way they have an idea that there is an action required to cancel. We have some guests who get mad that their appointment isn't cancelled when the don't reply "yes" to the confirmation text.