A client didn't get a text or email
Why a reminder, confirmation or receipt didn't reach a client, and what to check for texts and emails, in order.
A client says they never got their reminder or confirmation. Check these, in order.
For texts (SMS)
- SMS consent. Mila only texts clients who've agreed to receive texts. Open the client's record and check the SMS consent box is on. It's set when they agree, either at booking or with you directly. No consent, no texts, by design.
- They turned off texts. If a client replies STOP (or CANCEL, UNSUBSCRIBE, END, QUIT, or asks something like "please stop texting me") to any Mila text, texts to their phone stop, from every business on Mila. Their client record and appointments show a note saying so, with the words they sent. Email reminders still go out. To turn texts back on, the client texts START to the number Mila texts come from. A client who replies "Cancel" to cancel an appointment turns off texts too, so reach them another way if that happens. If a reply only might mean "stop texting me" (for example "please stop texting me on weekends"), Mila leaves texts on, forwards it to you, and shows a note on their profile with a Turn off texts button that stops texts from your business only.
- Phone number. Is there a number on the client's record, and is it right? Typos here are common.
- The notification toggle. Each message type (confirmation, reminders, cancellation, etc.) has its own switch in Settings → Client notifications on the dashboard. If that type is off, nobody gets it.
- Their phone. Blocked numbers and full inboxes happen, so have them check.
For emails
- Email address on the client's record: present and correct?
- Spam folder. Mila's emails occasionally land there; have them mark it "not spam" and future ones behave.
- The notification toggle for that message type (Settings → Client notifications).
The timing question
Reminders are sent at set intervals before the appointment. If the appointment was booked inside that window (booked 2 hours before, but the reminder goes 24 hours before), that reminder had no time to exist. Nothing's wrong.
Receipts specifically
Receipts send on checkout to the client's email. See Receipts and refunds.
If a message should have gone out and everything above checks out, email support@milabook.com with the client and appointment and we'll trace it.