Appointment reminders notify clients of upcoming scheduled appointments. Kalix's appointment reminders are fully customizable, you can choose when reminder messages are send out, the messaging method used (email, text message or text-to-voice) and the contents of reminder message itself. To send text message and text-to-voice messages, you must purchase prepaid credit, click here for details. Email reminders are free.

Kalix supports one other type of appointment messaging, Appointment Notices. These messages that are sent when you create a new appointment. As well as each time you edit an existing appointment's details. Please click on the previous link for info about this appointment message.

There are four main steps that are required to be completed in order to send out automated reminders from your account. 

Setting up Appointment Reminders

  1. Enable reminders
  2. Customize reminder messages
  3. Enter valid client contact details and select a reminder method
  4. Tick the Reminder checkbox on the Appointment screen (automatic)

If additional troubleshooting around sending out appointment reminders, click here.

US users, it is important that you are aware of that current information regarding Kalix's automated reminders and HIPAA compliance, click here to view. 

1) Enable Messaging

Before sending out appointment reminder messages via Kalix, you need to enable the reminders in your account.

2) Customize Reminder Messages

Kalix allows you to enter customized reminder messages. Using merge fields, Kalix will fill each reminder message with the client specific appointment information before sending it.

To customize your appointment reminder messages, click on Reminders on the top header followed by the subtab Appointments.

Kalix allows you to enter a different reminder message for each reminder method (email, SMS and Text-to-voice). Click on the applicable reminder method you wish to enter a message for, as shown below. 

Email Reminder Messages

Kalix allows you to customize your email reminder message in a number of different ways:

  • Enter an email subject in the email subject field. This will be the text that appears as the subject for all email reminder messages.
  • Enter your own appointment reminder message by typing in the email message field.
  • Format the email message appearance (e.g. add bold, italics, headers, bullets, numbering and tables) using the format bar.
  • Add small images e.g. your practice's logo into the message, click here for details.
  • Enter merge fields, Kalix will use these merge fields to auto fill the client and appointment specific information. See the section Merge Fields below for further info.

Virtual (Telehealth) Appointments
If the appointment reminder is for a virtual (telehealth) appointment, Kalix will automatically add information about how to connect to the meeting (including meeting link and access code. 

Client Responses

Clients are able to reply to email reminder messages. You will receive an email notification when a client response is received. The appointment status of related appointments will not auto update. 

SMS (Text) Messages

Kalix allows you to customize your SMS (text) reminder message in a number of different ways:

  • Enter your own appointment reminder message by typing in the SMS reminders field.
  • Enter merge fields into the SMS message, Kalix will use these merge fields to auto fill the client and appointment specific information. See the section Merge Fields below for further info.

Client Responses

Appointments can be confirmed if the client has responds with Y or YES to the SMS  (the appointment slot will change color to a lavender purple with white writing). Appointments can be cancelled if the client has responds with N or NO (the appointment slot will change orange with white writing).

Text-to-voice Messages

Kalix allows you to customize your text-to-voice reminder message in a number of different ways:

  • Enter your own appointment reminder message by typing in the text-to-voice message field.
  • Choose the accent and gender of the voice. Click here for more details.
  • Choose the client responses to be included as menu options at the end of the message.

Client Responses

Text-to-voice reminders can be sent to landlines and cell phones. Client responses can also be included as menu options at the end of the message, clients make their choice by entering the corresponding number on the phone keypad. You can choose which the client responses are included in your message by selecting the applicable tick boxes under Client Responses (as shown below). Available Client responses include: 

  • Confirm Appointment: the appointment status of the specific appointment will be updated to confirmed.
  • Cancel Appointment: the appointment status of the specific appointment will be updated to cancelled. Click here for further information about appointment status.
  • Connect to Phone Number: the text-to-voice phone call will connect to your phone number. Enter the number that you wish the text-to-voice message to connect to into the Return Number field as shown below.
  • End Phone Call: will cause the text-to-voice message to end.
  • Repeat Message: will repeat the text-to-voice message.

Text-to-voice reminders also detects pick up by answering machines (experimental).

Merge Fields

Automated reminder merge fields allow client and appointment specific information to be automatically added each reminder message. Merge fields work similar to mail merge fields in word documents. Add the merge field to the position in the reminder message you wish the details to placed. 

Allowed Merge Fields

Appointment details: inputs the appointment time and date. Kalix obtains this information from the applicable appointment details (Edit/New Appointment screen). To include the appointment details in the appointment reminder message, enter [APPOINTMENT]. For further information about creating appointments, click here.

Client's first name: inputs the client's first name. Kalix obtains this information from the given name field on the applicable client's Details page. The client also needs to be linked to the applicable appointment (as shown below). To include the client's first name in the appointment reminder message, enter [CLIENTFIRSTNAME]. For further information about the client's details page, click here. Note: client's first name only is included in appointment reminder message for security and privacy reasons.

Clinician's name:
inputs the first and last name of clinician that is conducting the appointment. Kalix obtains this information from the given and last name fields on the My Details page. The clinician also has to selected in the clinician field of the Edit/New Appointment screen (as shown below). To include the clinician's name in the appointment reminder message, enter [CLINICIAN]. 

Clinician phone number: adds the contact phone number (From their My Details page) for the clinician conducting the appointment enter [CLINICIANPHONE].

 Appointment type:
inputs the appointment type. Kalix obtains this information from the applicable appointment details (Edit/New Appointment screen). To include the appointment type in the appointment reminder message, enter [APPOINTMENTTYPE].

Appointment location's name:
inputs the name of the location that the appointment is being conducted. Kalix obtains this information from the location name field under the Locations section of the Organization Details page (under settings). The appointment location must also be selected in the location field of the Edit/New Appointment screen (as shown below). To include the location name in the appointment reminder message, enter [LOCATION]. For more information about location details click here.

Appointment location's address: inputs the location address where the appointment is being conducted. Kalix obtains this information from the location address field under the Locations section of the Organization Details page (under settings). The appointment location must also be selected in the location field of the Edit/New Appointment screen (as shown below) and an address shown. To include the location name in the appointment reminder message, enter [LOCATIONADDRESS]. For more information about location details click here.

Personal link to register for Nutritionix Track Pro account: inputs the client's unique link to sign-up for their free Nutritionix Pro account (or link up their existing account). Enter [NUTRITIONIXLINK], For more information, click here

Telehealth link: if the appointment is a virtual one (i.e. using Kalix's telehealth feature), this merge will add the secure weblink and access code to enter the session. Your clients will click on the link and then enter the access code to enter the session.

Note: merge fields must be written in capitals surrounded by square brackets [ ]. 

Adding Merge Fields

  1. Place your cursor at the location you wish to add the merge field tag (like you would to start typing)
  2. Click on the Merge Fields button located on the editing bar.
  3. Select the merge field you wish to add. 

Alternatively, you can simply type the merge field in the correct location (using the right format) within the message. 

Testing Appointment Reminder Messages

We recommend you thoroughly test reminder messages to check that they are set up correctly. To do this, scroll down to the bottom of the applicable Appointment Reminder page and enter a phone number (for SMS and text-to-voice) or email address (for email) you wish to send the test reminder to. Click on the preview button. A test reminder message (for a test client called Bob) will be send out within 10 minutes. Test reminders can be send free of charge. 

Last Steps

Once appointment reminders have been enabled, and your reminder messages are set up, you are ready to go. Appointment reminders will be scheduled to be sent out automatically following the creation of a new appointment. You do not need to do anything more for appointment reminders to be sent out. However, there are two additional steps that you should be aware of to ensure that appointment reminders go out successfully. 

3) Enter Valid Client Contact Details and Messaging Method

The client must have the correct messaging method selected on their Client Details page and a valid email and/or phone number. A client's messaging method will be automatically set to the default reminder method selected on the Messaging Settings page, click here for details. You can change the client's messaging method from the default to another choice on the client's Details page.
 
Navigate to the Client Details page by click on Clients on the top header followed by Clients. Locate your client in your client list and click on their name to view their file. On the client cover page, click on the section Details to view the details page. On the details page, scroll down to the subsection Contact Details. Select the desired reminder method in the reminder method field.

It is also important that client has a valid email and/or phone number saved against their contact details. Contact phone numbers must contain your state area code.

Note: Kalix allows you to save unlimited contact phone numbers against the client's Details page. If you save multiple numbers for a particular client, Kalix will send automated reminders to the first entered phone number.

4) Tick the Reminder Tickbox on the Appointment Screen

On the appointment calendar, click on the applicable appointment slot to view the Edit Appointment screen. The Reminder tick box must be selected as shown below. This field should be automatically ticked for you if you have appointment reminders enabled in your account. Click here for more information about the appointment screen. 

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