Appointment reminders: About appointment scheduled messages
An appointment scheduled message is a type of appointment reminder. When a client makes an appointment with your practice, Vello automatically sends an appointment scheduled message to tell them that they have an appointment.
An appointment scheduled message is the first appointment reminder that Vello sends to a client. Vello sends the appointment scheduled message in a text message and an email message. If your practice has appointment reminders activated, Vello automatically activates appointment scheduled messages in the Appointment Reminders screen:
Times that Vello sends appointment scheduled messages
Vello automatically sends an email message and text message to a client when one of these occurs:
- You or a client schedules an appointment today
- A client uses the Vello client portal to make an appointment directly in your ezyVet calendar
- You use Vello to add an appointment request to your ezyVet calendar
- You make an appointment directly in your ezyVet calendar (for example, after a client makes a phone call to your practice to make an appointment)
- You change the time of a scheduled appointment in your ezyVet calendar
Note: Vello always waits five minutes before it sends an appointment scheduled message when:
- You or a client makes an appointment
- You make changes to the scheduled time of an appointment
When Vello sends an appointment scheduled message, Vello syncs the message to the applicable communication record in ezyVet.
Vello automatically sends appointment scheduled messages between 9:00 AM and 8:00 PM local time. If a client makes an appointment before 9:00 AM, Vello sends the messages after 9:00 AM during the same day. If a client makes an appointment after 8:00 PM, Vello sends the messages after 9:00 AM during next day.
Note: It is possible that ezyVet and Vello can send more than one appointment scheduled message to one client at the same time. As a result, the client incorrectly receives many messages that have the same information. To make sure that only Vello sends appointment scheduled messages:
- Do a check of your ezyVet configuration settings for reminders and messaging
- Make sure that ezyVet does not send appointment scheduled messages
Times that Vello does not send appointment scheduled messages
Vello does not send an appointment scheduled message for an appointment when one of these occurs:
- You or the client made the appointment more than two days before today
- Vello sent an appointment reminder in the same day that you or the client made the appointment
- Vello previously sent an appointment reminder for the appointment
- You stopped appointment messages for the related appointment type in Vello
- You or the client canceled the appointment
- The appointment is an end-of-life appointment
- A person is not a client of your practice
- A pet is not a patient of your practice
- A pet is deceased
- Vello does not have access to a client's email address or mobile phone number
- Vello has an incorrect email address or mobile phone number for a client