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Question

SMS Reminders and Cancellations

  • 12 December 2023
  • 1 reply
  • 406 views

My clients are responding to the text messages I have had three that said they cancelled but I did not receive them

Hey @suzanne33640 - thanks for your post! Firstly, check out our New User Guide - it’ll def prove helpful as you get used to the platform!

SMS reminders are no-reply text messages that, even if your invitees do respond to, you will not receive responses for. 

In order to officially cancel a booking on the invitee’s end, they’d need to follow a cancel or reschedule link that you include for them. This can be automatically included in your booking confirmation and you can also choose to include it in a followup reminder email (this is the easiest way to achieve the goal) using Workflows. Alternatively (or additionally) you can include variables for cancelling/rescheduling via SMS - links for invitees to click on. This will take up much of the limited text space in your SMS reminders, so keep that in mind. In this case, an invitee would use that link to cancel - they will still not be able to “text you back” as the text is not coming from “you” - if that makes sense! See below! 

Reschedule or cancel links are not included in the SMS

We don’t give an option to include cancel and reschedule links in texts because we want to keep the message short.

However, users can include the links inside an SMS reminder using custom variables.

https://calendly.com/reschedulings/{{invitee_uuid}}

and https://calendly.com/cancellations/{{invitee_uuid}}

are the formats you can use to share both rescheduling and cancellation links, respectively.

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