When replying to texts asking them to confirm, only allow clients to reply with defined answers with specific actions
e.g. 1 to confirm, 2 to cancel, 3 to receive a link to self reschedule, 4 to receive contact to reschedule
As it stands now: If a client responds to a reminder text that they wish to cancel their appointment but includes any form of affirmation including y, ya, yas, ye, yep, yes, yu, yus, yuss, yass, yess, yep, yup, sure, sure thing, see you, see you then, excited, so excited, confirm, in their response it triggers an appointment confirmation.
THIS WOULD NOT MAKE SENSE IF THEY SAY "not sure", it triggers confirmation, and the salon would have no idea
Ellen Lee
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?