SMS Reminders Documentation

SMS reminders automatically send text messages to customers before their scheduled appointments. This dramatically reduces no-shows and keeps customers informed.

What customers receive:

With our Pro and Business tiers, customers can reply to reminders:

• Reply CONFIRM to confirm their appointment
• Reply with a message and it appears in your Sergio inbox

1. Navigate to Settings > Communications
2. Find the SMS Reminders section
3. Toggle Enable SMS Reminders to on
4. Choose your default reminder timing:
   • 24 hours before appointment (recommended)
   • 2 hours before appointment
   • Both 24 hours and 2 hours
5. Click Save Changes

1. Go to Settings > Communications > SMS Templates
2. Edit the default reminder template:

   Hi {customer_first_name}!

   Reminder: {service_type} scheduled for {date} at {time}.

   - {company_name}

3. Available variables appear below the editor
4. Preview your message to see how it looks
5. Click Save Template

SMS reminders respect customer preferences:

• New customers opt-in by default when providing mobile number
• Customers can opt out by replying STOP to any message
• View opt-in status on each customer profile
• Manually toggle SMS preferences in customer settings
• Opted-out customers still receive email reminders

Sergio uses enterprise-grade SMS infrastructure powered by Twilio:

• Dedicated number: Each company gets a dedicated phone number
• Carrier-grade delivery: 99.9% delivery rate
• Compliance: TCPA and CTIA compliant messaging
• International: Works with US and Canadian numbers

SMS usage is included in your plan with generous limits:

• Starter: No SMS (upgrade to Growth)
• Growth: 500 SMS/month included
• Professional: 1,000 SMS/month included
• Business: Unlimited SMS included
• Enterprise: Unlimited SMS included
• Overage: $0.02 per additional SMS

View your current usage in Settings > Billing > Usage

• 24 hours before: Best for residential customers - gives time to prepare
• 2 hours before: Good for same-day confirmation
• Both: Ideal for high-value or first-time customers

• Keep it short: Under 160 characters avoids message splitting
• Include key info: Date, time, service type
• Add a CTA: Reply to confirm or contact number
• Be professional: Include your business name
• Test first: Send yourself a test before going live

Track your SMS performance:

1. Navigate to Reports > Communications
2. View SMS metrics:
   • Messages sent this period
   • Delivery success rate
   • Customer reply rate
   • Confirmation rate
3. Export data for deeper analysis

Customers receive professional, branded text messages:

1. Reminder arrives at scheduled time (typically day before)
2. Message includes key appointment details

When customers reply to reminders:

• CONFIRM/YES: Appointment marked as confirmed
• STOP: Customer opted out of future SMS
• Any other reply: Forwarded to your inbox for review

Response handling is now available on all tiers with two-way SMS enabled.