How SMS Reminders Work for Your Clients
How SMS Reminders Work for Your Clients
Category: Groomers Reading time: 3 min
When SMS reminders are enabled for your specialist profile, your clients automatically receive text messages before their appointments — without you having to do anything. This guide explains what gets sent, when it sends, and what it means for your no-show rate.
What SMS Reminders Do
SMS reminders are automated texts sent to clients who have booked an appointment with you. They serve as a heads-up before the appointment so clients don't forget, and they give clients an easy opportunity to confirm or reschedule if needed.
The messages are personal. They include the client's name, the pet's name, the appointment time, and your name — so they don't feel like generic blasts. Clients who receive well-timed, personalized reminders show up.
When the Messages Send
Two SMS messages go out per confirmed appointment:
Message | When It Sends | Purpose |
Day-Prior Reminder | The day before the appointment | Gives the client time to reschedule if needed |
Day-Of Reminder | Morning of the appointment | A final nudge when the appointment is relevant |
Both messages are sent automatically. You don't trigger them, schedule them, or need to do anything to make them go out.
What the Client Receives
Day-prior message:
"Hi Client Name! Reminder: Pet Name's appointment is tomorrow at Time with Your Name at Shop Name. Reply STOP to opt out."
Day-of message:
"Hey Client Name — Pet Name's appointment is today at Time. We're looking forward to seeing them! — Shop Name"
The client sees your name in the message. The shop's name appears as the sender. It feels like your shop reaching out personally — because it is.
Whether SMS Is Active for You
SMS reminders are a paid add-on ($5.99/month) that your shop owner enables per specialist. Whether they're active for your profile depends on whether your owner has turned them on.
To check:
- Go to My Profile in your portal
- Look for an SMS Reminders indicator
- It will show as active or inactive
If SMS isn't enabled for you and you'd like it to be, ask your shop owner. It's their decision and their billing — but it directly reduces your personal no-show rate, so it's worth mentioning.
What Clients Need to Receive SMS
For a reminder to reach a client:
- Their mobile phone number must be on file when the booking was made
- The booking must be in CONFIRMED status (PENDING bookings don't trigger reminders)
- The client must not have previously opted out of SMS by replying STOP
If a client says they're not getting reminders, one of those three things is usually the cause. Let your owner know — they can check the booking details from the owner dashboard.
Client Opt-Outs
Groomera SMS messages include a standard opt-out instruction ("Reply STOP to opt out"). If a client opts out:
- They will not receive any further SMS reminders
- Their opt-out is permanent unless they re-opt-in by texting START
- They will still receive email reminders as long as their email address is on file
You can't override or bypass a client's opt-out — this is a legal requirement. For opted-out clients, the email reminder is their primary touchpoint.
How Reminders Reduce Your No-Show Rate
No-shows hurt your earnings and waste your time. Clients who receive two well-timed reminders are significantly less likely to forget their appointment — and the day-prior message gives them enough lead time to cancel properly rather than just not showing up.
If SMS isn't enabled for your profile, you're relying entirely on email reminders (which still help, but have a lower open rate than SMS). The combination of both — email plus SMS — is the most effective reminder setup.
Frequently Asked Questions
Q: Can I turn SMS reminders on or off for specific clients? No. SMS reminders are enabled or disabled at the specialist level — they apply to all your clients equally. You can't opt individual clients in or out from your portal.
Q: A client complained about getting too many texts. What should I tell them? Let them know they can reply STOP to opt out at any time. It's simple and instant. You can also let them know they'll still receive email reminders after opting out of SMS.
Q: Will reminders go out if I add a manual note to the booking? Yes. Reminder delivery is based on booking status and timing — it's not affected by whether notes have been added.
Q: I marked a booking complete before the day-of reminder was supposed to send. Will it still go out? No. Once a booking is marked COMPLETED, any remaining scheduled reminders are cancelled. This is correct behavior — there's no reason to remind someone about an appointment that's already finished.
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