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:
Appointment Booked setting

Figure 1. Example appointment scheduled message

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 makes an appointment today
A client uses the Vello client portal to make an appointment directly in your PIMS calendar
You use Vello to add an appointment request to your PIMS calendar
You make an appointment directly in your PIMS 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 PIMS 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 your PIMS.

Note: It is possible that your PIMS 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 PIMS configuration settings for reminders and messaging
Make sure that your PIMS does not send appointment scheduled messages

ezyVet and Neo customers

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.

Cornerstone customers

If you or a client makes an appointment today, Vello automatically sends an appointment scheduled message tomorrow.

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

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Appointment reminders: About appointment scheduled messages

Times that Vello sends appointment scheduled messages

ezyVet and Neo customers

Cornerstone customers

Times that Vello does not send appointment scheduled messages

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