Turn off Confirmation system when a different text is sent
We have had multiple issues where a confirmation text is sent and the guest never replies. We then send a different message and if they reply with a "yes" it confirms the appointment and hides the text message. We then don't know that they replied to our question.
Any text sent from the business after a confirmation text should cancel out the confirmation system (possibly with a warning that we need to manually confirm the appointment)
Ben Stevens
shared this idea
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Kristina Garcia
commented
OMG YES! We had a huge issue where an automated reminder/confirmation was sent, and then the client and staff member started a conversation about rescheduling their appointment time. When the client was asked if a particular reschedule date worked, they replied "yes" which confirmed the appointment and closed the conversation. We were NEVER notified of this message. In addition, Boulevard sent "Thank you, you are confirmed."
The client thought they were confirmed for the new date, but the original appointment was actually the one automatically confirmed. This led to confusion amongst staff and, ultimately, lost wages for the day.
If it isn't possible to stop the triggering of the confirmation response once the business has sent a message following the appointment confirmation, maybe there needs to be a different system for acceptable replies. Perhaps a numbered system?
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Ben Stevens
commented
This is a legit bug (that I have been apparently been complaining about for 5 years). Is anything going to be done about this? I just missed a text from a customer because the auto reply triggered and hid their message.
Does Anyone at Boulevard read these posts? I feel like we are all abandoned out here with nobody paying attention to the real needs of the people that pay the bills.