Reminders & Recalls Setup Guide

Overview

Appointment Reminders automatically send patients an SMS or email before their upcoming appointments, on a schedule you specify. Each reminder includes a link to confirm, reschedule, or cancel — and patients can also reply to an SMS reminder to confirm or cancel directly.

Recalls automate the recall process by sending SMS, email, letter, or telephone messages to patients who are due for a recall. Optional follow-ups can be configured to nudge patients who haven't booked yet — the cadence, channels, and number of follow-ups are entirely up to you, from a single send to a multi-step sequence over several months.

You can use reminders without recalls, recalls without reminders, or both.

Prerequisites

• Your Booking installed and connected (agent online)
• Contact YourBooking support to enable the module. Two SMS options are available — refer to your plan for cost:
  • Shared sender — Your messages go out via a shared number pool. Patient replies are routed back to you for around 72 hours after each message is sent. The sender number varies per message.
  • Dedicated virtual number — Your practice gets its own number. Patient replies and new inbound messages are routed to you indefinitely, and patients see a consistent sender number on every message. Also required if you want patients to be able to text you cold (without replying to one of your messages).

You can start on the shared sender and upgrade to a dedicated number later, or vice versa — contact support to change tier.

For recalls and feedback — additional Optomate API permissions are required. Reminders themselves don't need anything beyond the base booking system permissions.

The booking system already requires Appointments (Read/Create/Update) and Patients (Read/Create/Update). If these were not enabled during initial setup, add them now in Optomate under System Settings > API Access > Access List.

When you select Patient Recalls in the access list, four channel checkboxes appear at the bottom of the dialog: SMS, Email, Letter, and Telephone. Tick the channels that Your Booking will handle. This tells Optomate that those channels are managed externally, so Optomate won't send them itself. Only tick the channels you plan to enable in Your Booking — you can come back and add more later as you roll out additional channels (see Per-channel rollout).

Embedded booking pages

If your booking page is embedded in your website via an iframe, recall and manage links need to route correctly into the embedded page. This is configured during onboarding — contact support if you're unsure whether your setup is correct.

Multi-branch

If your business has multiple branches, reminders and recalls are configured per-branch — see the Multi-branch Setup Guide for the cross-branch setup workflow.

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Quick Setup

To get up and running quickly, both the Reminder Rules and Recall Rules tabs offer a quick-setup option (shown when no rules are configured yet) that creates a rule with sensible defaults, sets up the templates it needs, and optionally enables automation. Use it as a starting point — everything it creates is fully editable afterwards.

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SMS Configuration and Testing

1. Log in to the practice admin page at https://yourpractice.yourbooking.au/admin
2. Go to the Recalls & Reminders tab
3. The SMS Configuration card shows your SMS setup:
   • If you're on a dedicated virtual number, the number is displayed (e.g. 0430 253 404)
   • If you're on the shared sender, the card shows "Using shared number" along with a note about the 72-hour reply window and the upgrade option
4. Use Test SMS to send a test message to your mobile and confirm sending works. The button works in both modes.
5. Below the test button, the Reply notifications section has two toggles (both default on):
   • Reminder replies — emails you immediately when a patient replies to an appointment reminder with STOP or free text. Routine YES / NO replies are auto-handled (the appointment is confirmed or cancelled in Optomate) and appear in the daily summary email instead, so your inbox isn't spammed with routine confirmations.
   • Recall replies — emails you immediately when a patient replies to a recall message. All recall replies trigger an email since they're not routine.

Notifications go to your practice email and include the patient name, reply text, and a link back to the staff dashboard. Leave both on unless you specifically don't want immediate notifications.

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Part A: Appointment Reminders

Set up appointment reminders if you want to send automated SMS messages to patients before their appointments.

Step 1: Create Reminder Templates

1. Go to the Templates tab
2. Click New Template
3. Set Scope to Appointment and Type to SMS

Tip: If you already have a similar template, use the Copy from existing template dropdown in the modal to clone its content as a starting point. The dropdown is filtered by the scope and channel you've selected, and only appears when creating a new template (not when editing). The name field stays as you've typed it; only the body fields are overwritten.

Reminder template placeholders

For SMS reminders where multiple family members share a mobile number, a note listing the other family members' appointment times is automatically added after {APPOINTMENT_TIME} / {APPOINTMENT_DATETIME} — no placeholder needed.

Example reminder template

{PATIENT_FIRST_NAME} has an appt with {OPTOMETRIST_NAME}
 on {APPOINTMENT_DATE} at {APPOINTMENT_TIME}. Confirm: {APPT_LINK}
 or reply Y/N
{PRACTICE_NAME} {PRACTICE_PHONE}

Manage link templates (optional)

You can also create Manage Link templates (Scope: Manage Link). These are the separate "tap to manage" messages that staff can send manually from the Staff Dashboard, independent of the automated reminder. Each practice gets one default SMS template and one default email template seeded at setup; you can edit them or add additional templates per channel.

For example, after booking an appointment, staff can send a manage link to the patient so they can reschedule or cancel their appointment without calling the practice. The channel (SMS or email) is chosen automatically based on the patient's contact preference at send time.

Step 2: Create Reminder Schedule Rules

Reminder rules control when appointment reminders are sent.

If there are no reminder rules yet, the Quick Setup wizard on the Reminder Rules tab creates a sensible starting rule and the templates it needs in one step. Use it as a starting point — everything is editable afterwards.

To create additional rules or edit an existing one manually:

1. Go to the Reminder Rules tab
2. Click New Rule (or click the pencil icon on an existing rule)
3. Configure:

Template overrides

If certain appointment types need a different message (e.g. "Please wear your contact lenses"), add a Template Override:

1. Expand the rule and click Template Overrides
2. Click on the relevant appointment types and select the override template to use

Step 3: Configure Manage Link Settings

When an SMS contains a manage link ({APPT_LINK}), patients can tap it to view their appointment and take action:

• Confirm — sets the appointment status to Confirmed in Optomate. Once confirmed, the patient can no longer reschedule or cancel online.
• Reschedule — lets the patient pick a new time (if patient rescheduling is enabled in Booking Rules)
• Cancel — cancels the appointment in Optomate

Manage links are disabled a configurable number of hours before the appointment (default: 24 hours). After that, patients see a message to call the practice instead. This setting is in Settings > Booking Rules > Manage link cutoff hours.

Default manage-link templates

When staff send a manage link manually from the Staff Dashboard, the channel is auto-picked from the patient's contact preference (SMS or Email), and the pre-filled template comes from the Default Manage-Link Templates card on the Config tab. The card has two selectors side by side — one for SMS, one for Email — each listing active templates with scope Manage Link and the matching channel that contain {APPT_LINK}. Set both once so staff don't have to pick a template every time. New practices have both defaults pre-set to the seeded templates from day one.

Ineligible appointment types

Some appointment types shouldn't offer a manage link (e.g. diabetes appointments where dilation is required and rescheduling isn't straightforward).

1. Go to the Manage Link Ineligible Types section on the Config tab.
2. Click on any appointment types that should not include a manage link in the SMS

Step 4: Enable Reminder Automation

If you used the Quick Setup wizard with Enable now ticked, this is already done.

1. Toggle Automation enabled in the Reminder Automation card
2. The Scheduled Runs section shows when the next run is due

Reminders are now active. The system will send SMS messages at the configured time each day for appointments matching your rules.

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Part B: Recalls

Set up recalls if you want to automate sending recall notifications to patients who are due for a recall in Optomate. All four recall channels (SMS, Email, Letter, Telephone) are supported.

Step 1: Create Recall Templates

You need at least one template per channel you plan to use. Default templates are provided for you. To create new templates:

1. Go to the Templates tab.
2. Click New Template
3. Set Scope to Recall and choose the Channel (SMS, Email, Letter, or Telephone)

Tip: If you already have a similar template, use the Copy from existing template dropdown in the modal to clone its content as a starting point. The dropdown is filtered by the scope and channel you've selected, and only appears when creating a new template (not when editing). The name field stays as you've typed it; only the body fields are overwritten.

Recall template placeholders

Example recall templates

Initial recall (SMS):

Hi {PATIENT_PREFERRED_NAME}. You're due for your eye check at {PRACTICE_NAME}. Book here: {RECALL_LINK} or call {PRACTICE_PHONE}.

Follow-up recall (SMS):

Hi {PATIENT_PREFERRED_NAME}. You're still due for an
 eye appointment at {PRACTICE_NAME}. Book here {RECALL_LINK}
 or call {PRACTICE_PHONE}
{OPT_OUT_INSTRUCTIONS}

Telephone script:

Hi {PATIENT_PREFERRED_NAME}, this is {PRACTICE_NAME}
 calling regarding your eye exam recall ({RECALL_DESCRIPTION}).
 You're due around {DATE_DUE}. Would you like me to book
    an appointment for you now?

Step 2: Set Up Recall Template Mappings

Different recall types can use different templates. For example, a diabetes recall might use a different message than a standard recall.

1. Go to the Recall Templates tab
2. Set a Default Template for each channel (SMS, Email, Letter, Telephone) — this is used when no specific mapping exists
3. For each recall type, optionally select a specific template per channel

Step 3: Excluded Recall Types

Some recall types (e.g. "NR" for no recall) should never be sent.

1. Go to the Excluded Recall Types section on the Config tab.
2. Click on any recall type that should be skipped

Excluded types still appear in the recall preview but are marked as excluded and won't be sent.

Step 4: Set Up Recall Mappings

Recall mappings link Optomate recall types to appointment types in the booking system. They drive two patient-facing behaviours:

• Recall link clicks — when a patient clicks a recall link in an SMS or email, the booking page pre-selects the right appointment type for them. They go straight to choosing a time, with the recommended type highlighted with a "Recommended" badge and the remaining appointment types listed below.
• Regular booking flow — when an existing patient lands on the booking page directly (not via a recall SMS), the system checks their next due recall and shows the same "Recommended" badge on the matching appointment type if they're close enough to their due date.

To set up the mappings:

1. Go to the Recall Mappings tab
2. Click Sync from Optomate to import all recall types from the practice's Optomate system
3. For each recall type, select the corresponding appointment type from the dropdown

For example, map the "12" (12-month recall) to "Comprehensive Eye Exam" so that patients clicking a 12-month recall link — or landing on the booking page near their 12-month due date — are shown availability for that appointment type.

Unmapped recall types still work — the patient just sees the standard booking flow where they choose their own appointment type.

When no recommendation is shown

All three thresholds below are tunable in the Reminders & Recalls → Config tab:

• Too early — in the regular booking flow only, the recommendation only appears once the patient is close to their due date. Configurable as Recall recommendation start % (default 90%, meaning the last 10% of the recall interval).
• Too late (stale) — once the recall is significantly past due, the patient may need a different appointment type, so no recommendation is shown. Configurable as Recall stale threshold % (default 60% past due).
• Too old — recall links older than this redirect to the standard booking flow regardless. Configurable as Recall standard flow months (default 12 months).

Recall links can also be set to expire after a number of days using Recall link expiry days in the same tab (default: never expire).

Step 5: Set Up Holidays

Holidays prevent automated recalls from being sent on public holidays (when the recall automation has Skip public holidays enabled).

1. Go to the Holidays tab
2. Click Import from ICS to import public holidays from an online calendar (defaults to Victorian public holidays)
3. Or click Add Holiday to add individual dates manually

Holidays only affect automated recall runs. Reminders are not affected because they are tied to appointment dates, not calendar dates.

Step 6: Create Recall Schedule Rules

Recall rules control when and how recalls are sent. You can have multiple rules with different schedules.

If there are no recall rules yet, the Quick Setup wizard on the Recall Rules tab creates a sensible starting rule, the templates it needs, and (optionally) the per-channel default-template mappings, all in one step. Use it as a starting point — everything is editable afterwards, and the manual steps below cover the additional fields it doesn't ask about (start/end dates, custom follow-up steps, etc.).

To create additional rules or edit an existing one manually:

1. Go to the Recall Rules tab
2. Click New Rule (or click the pencil icon on an existing rule)
3. Configure:

Follow-up steps

Follow-ups are automatic messages sent to patients who haven't responded to the initial recall. Each step escalates the channel or adjusts the message.

1. Expand the rule and click Follow-up Steps
2. Add steps with:

Example follow-up sequence:

Start and end dates

Use start and end dates when you want to change the follow-up cadence without losing any follow-ups:

1. Set an end date on the existing rule — it stops sending new initial recalls but continues follow-ups for patients already in the sequence
2. Create a new rule with a start date matching the old rule's end date
3. No follow-ups are missed and no duplicates are sent

Warning: Changing follow-up step timing on an active rule may cause missed or duplicate follow-ups. Use the start/end date approach instead.

Step 7: Enable Recall Automation

If you used the Quick Setup wizard with Enable now ticked, this is already done — automation is enabled and all four channels are allowed.

1. Toggle Enabled in the Recall Automation card
2. Configure which channels are allowed (SMS, Email, Letter, Telephone). You should match that to the channels you selected in the Optomate API settings.
3. The Scheduled Runs section shows when the next run is due for each recall rule

Recalls are now active. The system will process due recalls on the configured schedule.

Per-channel rollout

You don't have to transfer all recall channels at once. You can enable just the channels you want Your Booking to handle (e.g. SMS only) and leave Optomate's built-in recall system handling the others (e.g. letters and phone calls).

For example, a practice might start with:

• SMS: Handled by Your Booking (automated with follow-ups and reply tracking)
• Letter/Telephone: Still handled by Optomate's recall system

Once comfortable, enable the remaining channels in Your Booking and disable them in Optomate. The recommendation is to transfer all channels to Your Booking for a unified view of recall status, follow-up tracking, and summary reporting.

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Staff Logins

Create login accounts so your staff can access the Staff Dashboard.

1. Go to the Config tab in the admin panel
2. In the Users card, click Add User
3. Enter a username, password (minimum 8 characters), and optionally an email
4. Select a role:
   • Staff — can access the Staff Dashboard only (/staff)
   • Admin — full access to both the admin panel and Staff Dashboard
5. Click Create

Staff log in at https://yourpractice.yourbooking.au/staff/login.

You can promote/demote users between Staff and Admin roles, or deactivate accounts using the toggle in the Users card. You cannot deactivate your own account.

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Monitoring & Daily Operations

See the Staff Dashboard Guide for full documentation on the staff interface. The dashboard has the following tabs:

• Appointments — viewing appointments and sending manage links
• Recalls — previewing and manually sending recall batches
• Sent History — tracking delivery status, replies, and opt-outs
• Call Queue — managing telephone recall calls
• Print Queue — printing recall letters with custom settings

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Patient Replies

Patients can reply to reminder and recall SMS messages. Every reply body is stored in Optomate — YourBooking does not retain the free text on its own servers. The staff dashboard's Sent History tab records that the reply happened (patient, timestamp, YES / NO / STOP / MESSAGE category) and the practice receives an email with the full text at the moment the reply arrives.

Where to find the reply body

YourBooking writes the Patient Note via the Optomate API at the moment the reply arrives, so the note is timestamped with the reply time. The note's DESCRIPTION field identifies the reply category so staff can scan the notes list quickly — stop for opt-outs, message for anything else. Recalls and feedback don't ask a yes/no question, so replies aren't classified further (just "did they opt out or send a message?").

Reminder replies — appointment actions

In addition to storing the body, a reply to a reminder triggers these appointment updates:

When a reminder SMS is sent, the appointment comments are updated with [Sent SMS <timestamp>]. When the patient replies, the reply text and timestamp are appended, e.g. [Reply 27/03/26 10:30 AM]: Yes.

Recall replies

Reply notifications

Patient replies are emailed to the practice immediately with the full body, so reception sees them without having to open Optomate. Notifications are controlled by the Reply notifications toggles in the SMS Configuration card (both default on).

• Reminder replies — STOP and free-text replies trigger an immediate email. YES / NO replies are auto-handled (appointment confirmed or cancelled in Optomate) and appear in the daily summary email rather than spamming your inbox.
• Recall replies — every recall reply triggers an immediate email, since recall replies aren't routine.

Notifications go to the practice email configured in the practice settings, and include the patient name, reply text, and a link back to the staff dashboard. They are sent in addition to recording the reply in the Sent History tab.

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Summary Emails

After each reminder or recall batch finishes sending, the system schedules a summary email to the practice. The delay between the batch sending and the summary email is configurable per rule via the Summary email delay (hours) field on the rule editor — most practices use 24 hours so the summary captures next-day Yes / No replies before landing in the inbox.

Reminder summary

Sent after each reminder batch. Three sections:

• Quick stats — counts of Sent, Confirmed, Declined, No Response, and Skipped.
• Action required — patients reception still needs to follow up with: those without a valid mobile, failed sends, declined appointments, and patients who haven't replied close to the appointment time.
• Replies — every reply received, grouped as Messages needing review (unrecognised text) first, then Opted out (STOP), then Confirmed (Yes).

Recall summary

Sent after each recall batch. Splits initials from follow-ups so progress through the chain is visible:

• Quick stats — sent, failed/unconfirmed, skipped/suppressed, opt-outs, letters pending print, calls pending in the queue.
• Action items — letters waiting to be printed, calls waiting in the queue, opt-outs, and (for multi-branch businesses) recalls suppressed because the patient already has an appointment or consult at another branch.
• Replies — recall replies received, with STOP/opt-outs called out separately.

Both summaries include direct links back to the staff dashboard tabs that need attention (Print Queue, Call Queue, Sent History) so reception can act on outstanding items in one click. The summary goes to the practice email configured in the practice settings.

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Troubleshooting

Reminders not sending

• Check Automation enabled is on in the Reminder Automation card
• Check the rule has an SMS Template assigned
• Check the Scheduled Runs section shows a next run time — if not, toggle automation off and on
• Check the agent is online

Recalls not sending

• Check Recall Automation is enabled with at least one channel allowed
• Check the recall rule is Active and the current date is within the start/end date range
• Check the Recall Templates tab has default templates set
• Check the rule's send day matches today's day of the week
• Check the agent is online

Patient received duplicate SMS

• Check if the patient has multiple appointments on the same or similar dates
• Check if a rule was modified while running (use start/end dates to change rules safely)

"No template found" error

• Check the rule has an SMS template assigned (for appointment reminders)
• Check the Recall Templates tab has a default SMS template set (for recalls)
• Check the template is Active

SMS not delivered

• Check the SMS Configuration card shows either a dedicated virtual number or "Using shared number"
• Use Test SMS to verify sending works
• Check the patient's mobile number is valid in Optomate