[Navigation] Schedule > Reminder Logs
[Accordion] Overview
The Reminder Logs are a tool within the Schedule that lets you track the status of all Appointment Reminders in one place.
Whether you're reviewing a single scheduled event or overseeing the entire Schedule, you can easily see which reminders were sent, are pending, and failed, helping ensure patients know when they are scheduled for appointments.
[Permissions] To access this feature, the staff member must have Full Access to the Schedule [Staff > Staff Info > System Permissions > Schedule].
[Tip] If you see different labels than what is shown in this article (e.g., Patient vs Client), your system may have Custom Labels applied. You can verify and update these by locating "Custom Labels" in the Global Search.
[Accordion] Getting Started
Use the Reminder Logs to see detailed timing and status for reminders for all events or a single event, allowing you to quickly check patient details and manage reminder actions.
At a glance, phone icons on scheduled events indicate the Reminder Status:
- Green: Confirmed
- Red: Canceled
- Blue: Left a message
- Yellow: Unable to reach
- White: No reminder scheduled
For an individual event: Right-click the event and select View Reminder Log.
- This will display a complete history of all reminder attempts associated with that specific event
For all events: Click or tap [[img:insert_chart >> lbl:Reports>> img:More_Vert]] and choose Reminder Logs to open the Appointment Reminder Log.
See a list of all reminder activities for your scheduled events within a selected date range
Actions: Click/Tap the three-dot menu to access the following options:
- [[img:contacts >> lbl:Display Contact Information >> bg:white]] Click/Tap to open the patient’s contact details, such as name, phone, and email.
- [[img:notifications >> lbl:Generate Reminders >> bg:white]] Click/Tap to manually trigger a reminder for the selected log event.
- [[img:notifications_off >> lbl:Cancel Pending Reminders >> bg:white]] Click/Tap to stop reminders from going out that are pending to be sent.
Appointment Reminder Log Filter: Use the filter options to refine and customize the displayed results.
- Reminder Filter: Filter based on the Reminder Status (cancelled, confirmed, error, message left, not yet sent, etc.)
- Reminder Type: Select the reminder method (call, SMS, or both)
- Date Range: Specify the start and end dates to narrow down which scheduled event reminders to view
- Subject: Schedule event subject line
- Reminder Status: Additional criteria to help narrow down results
[Accordion] FAQs
[Q] Why does the Reminder Status say “Not Yet Sent”?
[A] "Not Yet Sent" typically means the reminder hasn’t been processed by the system yet, or is queued to send. It may also indicate configuration issues, depending on any additional messages.
[Q] What happens if a patient asks not to receive reminder calls?
[A] You can update this preference in the patient’s record by navigating to Patient Demographics > Demographics tab > Contact Information section > Select “Don’t Make Reminder Calls.”
[Q] What should I do if a reminder shows as "Error"?
[A] If a reminder fails, check the patient’s contact information in their profile. Once the phone number is corrected, you can manually trigger a new reminder from the "Actions" menu within the log.
[Q] Why hasn't a reminder been sent for an upcoming scheduled event?
[A] Reminders are sent based on your Days Ahead to Send settings (e.g., 24 or 48 hours before the scheduled event). If the event was booked after the lead-time window, a reminder may not have been triggered.
[Q] Are there specific fields for SMS and Voice Call reminders that need to be set?
[A] Reminder types are determined by your clinic's Allowable Reminder Types set at Global Search > Options > Admin > Administrative Settings > Appointment Reminders. If you choose a Reminder Type with Call included, the patient will need a valid phone number entered in the "Phone Number" field of Demographics. If you choose a Reminder Type with SMS included, you will need a valid phone number in the "Cell Phone" field of Demographics to ensure the reminders are placed as expected.
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