We are currently experiencing increased error rates due to Amazon servers impacting our online services. These errors may cause issues with our Cloud services hosted in Amazon. Technicians are currently working to resolve these issues as fast as possible and expect all services to be restored shortly. We apologize for the inconvenience and thank you for your patience!

Upcoming Schedule: In observance of the holiday season, our office will close on Tuesday, December 19th at 1:00PM EST. Should you have a critically urgent support issue, please leave a voicemail with your name, business name or customer ID, and a brief description of your issue and one of our support specialists will return your voicemail within one business day. We will re-open for normal business hours on Wednesday, December 20th at 9:00AM EST. Thank you for your understanding, and we hope that you have a warm and safe holiday!

System Maintenance is scheduled between Sunday night, September 17th, 9:00 pm EST and Monday morning, September 18th, 12:00 am EST. Customers may experience a brief interruption in our Cloud, Remote Access, Online Booking, and other online services during this time frame. We don't expect any long outages and all services should be restored quickly. We apologize for any inconvenience this may cause and thank you for your service and patience.

We recently experienced a service outage related to some Amazon Web Services, which affected key functionality of our Remote Access Service. This interruption happened on Thursday, June 22nd, between the hours of 9:00pm and 2:00am EST. The Remote Access Service is now fully restored. If you continue to experience issues with your Remote Access Service, please follow the directions on this Support Article to restart the Remote Access Service and try reconnecting again. You can also restart your computer to restart your service. If you are still experiencing issues afterwards please contact our support team at 1 (800) 604-2040.

All of our services have been restored after a brief interruption that impacted our Cloud online services. This interruption occurred between 9:45 a.m. and 10:55 a.m. EST on September 18th. We apologize for the inconvenience and thank you for your patience!

Text Message Confirmations Overview

In Version 12, clients can respond with a confirmation to appointment reminders sent by text message. It's easy for them to do, and it's hands off for you once you set it up! Here's how:
  1. Click the Messaging & Marketing drop-down menu and choose Set Up Appointment Notifications.
  2. Make sure that the Send appointment reminders to clients by text message box is checked.
  3. Check the and allow clients to respond to a text reminder to confirm the appointment box.
When your clients receive their text reminders, REPLY C to confirm your appointment will automatically be appended to your existing text reminder template. Clients just need to reply with either an upper or lower case C and your software will automatically process the feedback. Clients will also receive another follow-up message thanking them for confirming the appointment.

When a client confirms by text, some important changes will happen in the software to alert you of their confirmation. As shown below in red, the Confirmed field on tickets will automatically be changed to Text Message and a line of text will indicate the date that the appointment was confirmed. 

You can also tell whether or not the appointment was confirmed from looking at the appointment book itself. Appointments that have been confirmed via text message will have a bell icon with a check mark, like shown in the picture below. If the reminder has been sent but not confirmed, it will just be a bell icon without the check mark.

At this point, there is nothing else that you absolutely need to do to receive confirmations by text. But, if you wish, you can customize the Confirmation Reply text message. In the Set Up Appointment Notifications window, you can edit the follow-up message that clients receive after confirming by clicking the Edit Message button next to Text Confirmation Reply.

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