Appointment reminders are off by default in Setora. Turn them on when you are ready, choose the lead time and test the right Location before relying on them.
- Set the organisation default or choose a Location override.
- Turn reminders on and choose the lead time.
- Create a test Booking far enough ahead.
- Open the Booking and check its Reminder card.
Choose the default or a Location override
For the organisation default, open Organisation > Booking policy and find Reminders. Turn on Enable reminders, then choose 1, 2, 4, 6, 12, 24, 48 or 72 hours before the appointment.
To use a different setting for one Location, select that Location with the sidebar switcher and open Setup > Booking policy. Set the Location override there. A Location without an override follows the organisation default.
Setora sends one reminder per appointment. A Booking made after its planned send time does not receive one.
Understand email and SMS
Email reminders are included in the Setora platform price. If the Booking has a mobile number and your account has SMS credits, a text goes out at the same time and uses one separately purchased credit.
Email and SMS send independently. A missing mobile number, empty credit balance or failed text does not stop the email.
Reschedules and cancellations
When an appointment moves, Setora recalculates any existing Pending reminder. If there is no pending reminder, or the new send time has passed, no reminder is scheduled.
Cancelled, completed and no-show appointments are skipped. A skipped SMS does not use a credit.
Test and check the result
Create a test Booking that starts later than the selected lead time. Use an email address and mobile number you can check. Open the Booking detail and look for the Reminder card.
If the card exists, it shows Pending, Sent, Failed or Skipped, plus any recorded failure reason. A Booking created after its planned send time has no Reminder card.
Check before moving on: Confirm reminders are on for the intended Location, the test Booking has the right contact details and the Reminder card shows the status you expect.
If a reminder is missing or failed
- There is no Reminder card: Check reminders were enabled when the Booking was created and that its planned send time had not passed.
- Email is missing: Check the Customer email address on the Booking and read any recorded failure reason.
- SMS is missing: Check the mobile number, SMS credit balance and recorded status. A failed or skipped SMS does not use a credit.
- The wrong lead time is used: Check whether the Location overrides the organisation default.
If the reason is still unclear, open the Help Centre chat and include the Location, Booking reference, appointment time, selected lead time and Reminder status. Do not include Customer contact details in the message.