How to create an Appointment Reminder in AMS+

Note for accounts using Sales Records: This article includes a Legacy components section with additional information that applies to your account.

This article explains how to create an Appointment Reminder in AMS+. Appointment Reminders are automated messages sent to clients, prospects, or agents via email or SMS text message before a scheduled meeting. They are typically used with Appointment Schedulers to help reduce no-shows and improve meeting attendance.

For more on Appointment Schedulers, including training and related resources, see this feature overview.

Requirements

• You must be logged into AMS+ as an Agency User.
• You must be assigned to a Security Group with the Manage Users permission.
• You must have at least one email template created and set up to send reminders via email. Learn more.

In this article

• How to create a reminder
• Which time zone reminders use
  • If a reminder shows the wrong time zone
• How multiple reminders work
• Legacy components

How to create a reminder

Go to My Agency Settings.

Open the Appointment Reminders setting and select the ADD NEW REMINDER button.

In the Reminder Details, first set the Activity Type.

Only Activities matching this type will qualify for the reminder.

Set the Send Before the Appointment Time.

Specify how many days, hours, and minutes before the appointment the reminder should be sent.

Choose the delivery method: Email or Text.

• Email:
  • You'll be prompted to select an existing email template.
• Text:
  • You'll be prompted to enter the text message body.
  • If you belong to a Security Group with the Manage Users permission, go to My Agency Settings > Users > Sales > Edit User > Account > Text Messages Are Allowed Between.
  • If not, users can adjust their own window via My Account > Account > Text Messages Are Allowed Between.

Choose the recipient: Record, Assigned Agent, or AMS+ User.

When ready, select the CREATE button to finish setup.

Which time zone reminders use

Reminders don't use your agency's time zone. The appointment time in a reminder depends on how the appointment was created:

• Booked through an Appointment Scheduler: The reminder uses the time zone of the person who booked.
• Created any other way: For example, an appointment you add manually to a record. The reminder uses the time zone for the contact's ZIP code. If the ZIP code is missing or isn't recognized, it uses Eastern Time.

If a reminder shows the wrong time zone

If a reminder shows the wrong time zone, for example Central Time for a contact in Eastern Time, check how the appointment was created:

• Booked through an Appointment Scheduler: The reminder uses the time zone of the person who booked. Check where they were when they booked.
• Created any other way: Check the ZIP code on the contact's primary address and correct it if needed.

How multiple reminders work

Each reminder you create is an independent rule, with its own Activity Type, timing, delivery method, and recipient. You are not limited to one reminder per Activity Type. Reminders run independently of one another. Adding, editing, or deleting one reminder has no effect on any other reminder, even when they target the same Activity Type.

For example, you could create two reminders for the same Activity Type: an email reminder sent one day before the appointment, and a text reminder sent one hour before that same appointment. Both reminders send on their own schedule, as shown below.

Legacy components

The following content applies only to accounts still using Sales Records. If you're unsure whether this applies to you, check your subscription package on the Subscription page. Accounts on Enhanced Records will show a package type that includes "+ Enhanced Records" (e.g., Accelerate + Enhanced Records). If your package does not include "+ Enhanced Records," this section applies to you.

Legacy components in this section:

• Time zone for Sales Records leads — accounts using Sales Records
• Sales Enablement Visible permission — accounts using Sales Records

Time zone for Sales Records leads

For accounts using Sales Records, reminders for appointments with a lead that weren't booked through an Appointment Scheduler use the time zone of the ZIP code on the lead record. If the lead has no ZIP code, reminders use Eastern Time. If a reminder shows the wrong time zone, check the ZIP code on the lead.

Sales Enablement Visible permission

To access Appointment Reminders settings, you must be assigned to a Security Group with the Sales Enablement Visible permission.