Cancellation and no-show messages

When an appointment falls through, the system follows up automatically so the patient does not drift away.

Cancellation notice

When an appointment is cancelled, the patient gets an email confirming the cancellation, with a Rebook online button linking straight to your booking page. There is an SMS version of the template too, and the SMS body includes a {booking_link} placeholder so the rebook link travels with the text.

One deliberate exception: bookings that were cancelled because the deposit was never paid do not get the cancellation notice. Those patients get the separate booking recovery message instead, which is written for that situation.

No-show follow-up

The day after a patient misses their appointment, once you have marked it as a no-show, they receive a warm "sorry we missed you" message by email and text, with a link to get back in the diary. The tone matters here: a friendly nudge recovers far more patients than silence or a telling-off, and the default wording is written accordingly.

The follow-up only sends for appointments you actually mark as no-show, so it is always under your control.

Editing and switching off

Both templates live under Settings > Messaging in the Cancellations and no-shows section. Edit the wording, or untick Send automatically on either card to stop it for your clinic. Each appointment triggers each message at most once.