Daily operations guide for practice staff using the Your Booking dashboard.
Go to https://yourpractice.yourbooking.au/staff and log in with the credentials provided by your practice manager.
You'll see a row of tabs across the top: Appointments, Recalls, Sent History, Call Queue, and Print Queue. If reminders or recalls ran today, a stats summary also appears at the top showing counts like messages sent, confirmed, and failed.
Note: If your practice doesn't have the Recalls & Reminders module enabled, you'll only see the Appointments tab. The other tabs become available once the module is turned on.
This tab shows appointments created on the selected date, sorted by time booked (newest first). Use the arrows or Today link to change the date. The list refreshes automatically every 60 seconds.
Each row shows when the appointment was booked, the patient's name, the scheduled date and time, appointment type, optometrist, and current status.
After a patient books (or is booked in), you can send them a manage link — a message with the appointment details and a link where they can reschedule or cancel. The channel (SMS or email) is picked automatically from the patient's contact preference; if there's no mobile, the email path is used.
If you've already sent a link, the button changes to Resend.
Click Remind next to an appointment to send the reminder message. It uses the same template the automated reminder would have used. Handy when an appointment was booked after the day's reminders ran, or to nudge a patient who hasn't replied.
For appointment types with a follow-up email configured, a Send button appears in the follow-up column. Mainly useful for manually-booked appointments — online bookings auto-send the follow-up. The button changes to Send again once it's been sent.
Use this tab to preview what an upcoming recall run will send, and to send recalls on demand when needed.
Initial recalls — patients due for the first contact in this rule's chain. The preview shows everyone whose due date is on or before the selected run date and who hasn't been processed yet. Picking a future date doesn't filter to "newly due in that period" — it includes the whole backlog up to that date, so a run that hasn't fired in a while will catch up the next time it runs.
Pending follow-ups — follow-up sends scheduled to fire in this specific run's window (between the previous scheduled run and the selected one). These don't accumulate the same way; only the follow-ups timed to this run appear.
Each row shows the patient's name, recall type, due date, which channel would be used (SMS, Email, Letter, or Phone), and the template name. Follow-up rows also show the step number and its delay (e.g. "follow-up #2 (90d)").
Badges at the top show totals: N total, N initial, follow-ups broken down by step, and N skipped if any rows are being skipped. The reason for each skipped row appears next to the patient's name in the list.
The pending follow-ups section is read-only — those send automatically by the system on schedule. The initial recalls section is the actionable part:
Rows that can't be sent show a Ban icon instead of a checkbox, with the skip reason (e.g. "opt out", "no channel") next to the patient's name.
This tab shows everything that's been sent — reminders, recalls, and manage links.
Use the search box in the top right to find a specific patient's message history. You can search by:
@)When searching, the view switches to a flat timeline showing all reminders and recalls for that patient across all dates. You can stop or resume recall follow-ups directly from the search results.
Clear the search (click the X) to return to the normal batch view.
Use the type buttons to show only Reminders, Recalls, or Manage links. Use the date buttons for quick presets (Today, Yesterday, Last 7 days) or pick a custom date range.
Each row is a batch — a group of messages sent at the same time. You can see the type, when it was sent, and summary counts (sent, delivered, failed, replies, opt-outs).
Click a batch to expand it and see individual messages. Within each batch:
COMMENTS field. For recall and feedback replies, open the patient's record in Optomate and go to the Notes tab — look for a note labelled Recall SMS reply or Feedback SMS reply. You also received the full body by email at the moment the reply arrived.If you need to stop a patient's recall follow-ups for any reason (for example, they have moved away and no longer want recalls):
The easiest way is to search for the patient by name, then click Stop on their recall row.
Alternatively, from the batch view:
All future follow-ups for that patient's recall are cancelled. If you need to undo this later, find the stopped item and click Stopped.
When a recall rule schedules a telephone call, it appears here. This is your list of patients to call.
The outcome buttons are split into two groups based on whether the patient picked up.
Patient answered — terminal outcomes; the row leaves the queue:
| Button | When to use | What happens |
|---|---|---|
| Booked | You booked them an appointment | Recall is marked as sent in Optomate; row leaves the queue |
| Didn't book | You spoke but they didn't book | Row leaves the queue; the recall chain may continue with a later step if the rule has one |
| Reschedule | They asked to be re-contacted later | Row leaves the queue; staff manually creates a new recall in Optomate |
| Don't contact again | They asked never to be contacted again | Row leaves the queue; the recall chain stops for this patient |
Patient didn't answer — no resolution; the row stays in the queue (except for the channel switch):
| Button | When to use | What happens |
|---|---|---|
| Left message | You left a voicemail | Appends a timestamped "Left message" note; row stays for retry |
| No answer | The phone rang out | Appends a timestamped "No answer" note; row stays for retry |
| Send via SMS / Email / Letter | Switch channel — patient has a usable non-phone preference | Sends the recall via the patient's next-preferred channel (or queues for letter print) and removes from the call queue |
| Give up | Shown when no alternate channel is available | Recall is closed; row leaves the queue |
The switch-channel button label depends on the patient's settings: it shows the channel name when one's available ("Send via SMS"), or Give up when there's no usable alternate.
If you see an Attempt 2 or Attempt 3 badge next to the patient's name, the row has previously been marked Left message or No answer without a final outcome.
When a recall rule schedules a letter, it appears here for printing.
Expand the Print Settings section to change the PDF layout:
| Setting | Default |
|---|---|
| Page size | A5 |
| Font | Montserrat |
| Font size | 11 pt |
| Line spacing | 1.4x |
| Top margin | 35 mm |
| Left/Right margins | 15 mm |
| Bottom margin | 15 mm |
Changes save automatically and are remembered for next time.
After each reminder or recall batch runs, the practice receives a summary email. This email is delayed (default: 24 hours) to give time for delivery confirmations and patient replies to come in before the summary is generated.
The summary includes:
The delay can be adjusted per rule in the admin settings. A shorter delay (e.g. 4 hours) gets you the summary sooner but may miss late replies.