Here is how reminders are sent:
By email:
Email reminders are sent from midnight on the day the reminder is supposed to occur until around 10:00 a.m. the same day. Note that this sending time depends on the number of emails that need to be sent on the same day.
If your client confirms (or cancels) by email, i.e. between 0:00 and 10:00, the system therefore considers that it is no longer necessary to send a reminder by SMS, since the confirmation (or cancellation) has already been made.
Via text messages:
If the client has not confirmed his appointment via the reminder email, then an SMS will be sent to invite them to confirm their presence or not.
Similarly, if the client does not have an email address in his client’s profile, an SMS reminder will then be sent directly.
Reminders by text messages are sent approximately every two hours between 8:00 a.m. and 6:00 p.m. (local time). They may also be sent later than this time, depending on the number of texts to be sent that day.
You can always check the SMS History tab of the appointment, to see if the reminder was sent and answered this way:
Please note that if the appointment was made when the reminder period has already started (for example, if your client booked an appointment today for tomorrow, and reminders are supposed to be sent two days before the appointment), the latter will not be sent. In this case, the client will only receive a notification email.
By default, reminders are sent two days before an appointment. To change this number of days, you can follow the instructions found in this link. 📲