--- id: "appointment-reminders" lang: "en" title: "Send appointment reminders by email or text" summary: "Remind customers of every booked appointment the day before, two hours before or both, by email or by text from your own Twilio account." area: "Treatments & appointments" kind: "task" url: "https://zeropos.shop/help/appointment-reminders" alternate: "https://zeropos.shop/help/appointment-reminders?lang=es" markdown: "https://zeropos.shop/help/md/en/appointment-reminders.md" screens: ["/backoffice/treatments/reminders","/backoffice/settings/integrations"] where_to_find: ["BACKOFFICE › Treatments › Reminders","MANAGE › Settings › Integrations"] related: ["online-booking","manage-appointments","email-templates","set-up-email-sending","enable-treatments"] updated: "2026-10-21" --- # Send appointment reminders by email or text Remind customers of every booked appointment the day before, two hours before or both, by email or by text from your own Twilio account. Reminders are set up on [BACKOFFICE › Treatments › Reminders](https://app.zeropos.shop/backoffice/treatments/reminders) by anyone who may edit treatment settings, and stay off until you switch them on. Every booked appointment with an email or a phone gets them, booked at the counter or online, and each one has a link to stop them. Where to find it: BACKOFFICE › Treatments › Reminders; MANAGE › Settings › Integrations. ## Before you start - Treatments switched on: [Turn on treatments](https://zeropos.shop/help/enable-treatments). - For texts, your own Twilio account, opened at twilio.com. Twilio charges it for each text, and someone who may edit integrations connects it. ## Steps ### Switch reminders on 1. Open [BACKOFFICE › Treatments › Reminders](https://app.zeropos.shop/backoffice/treatments/reminders). 2. Switch on **Send appointment reminders**. 3. Under **When**, tap **The day before**, **2 hours before** or **Both**, or type your own hours next to **First reminder** and **Second reminder**. 4. Under **How**, switch on **By email**, **By text message**, or both. 5. Tap **Save**. ### Connect your Twilio account for texts 6. Open [MANAGE › Settings › Integrations](https://app.zeropos.shop/backoffice/settings/integrations) and find **Text messages (Twilio)**. 7. Copy the **Account SID** and the **Auth token** from your Twilio Console's home page into their boxes. 8. Type your Twilio number with its country code in **From number**, or fill in **Messaging Service SID (optional)**. 9. Check **Country code for numbers without one**: a phone typed without + gets this code. 10. Tap **Save text settings**. The card now says **Connected**. 11. Type your own mobile under **Send a test text to** and tap **Send a test text**. ### Change what reminders say 12. Edit **Text message** on [BACKOFFICE › Treatments › Reminders](https://app.zeropos.shop/backoffice/treatments/reminders). The preview shows a customer's text and how many texts each reminder costs. 13. Tap **Use our wording** to go back to ours, then **Save**. 14. For the email, open **Appointment reminder** in [MANAGE › Settings › Email templates](https://app.zeropos.shop/backoffice/settings/email-templates), change it and tap **Save**. ## What happens next - Every quarter of an hour Zero POS sends the reminders that are due, on your shop's clock. A booking made after a reminder's time skips it: booked an hour before, it only gets the later one. - Each appointment in [BACKOFFICE › Treatments › Calendar](https://app.zeropos.shop/planning/treatments) and [BACKOFFICE › Treatments › Appointments](https://app.zeropos.shop/backoffice/treatments/appointments) then says “Reminder sent by email” or “Reminder sent by text” with the time, or why one didn't go. - The customer reads it in the language they booked in, otherwise your shop's. Emails go from your own sender when you have one ([Connect your email and set up marketing emails](https://zeropos.shop/help/set-up-email-sending)); texts only ever from your own Twilio account. - Reminders change nothing in stock, money, the day close, points, commission or reports. ## Common questions ### Do customers have to agree to marketing to get reminders? No. A reminder is about a booking they made, so it is a service message, not an offer. Each one has a link to stop them, and a customer who stops them gets no more from your shop, by email or by text. ### How does a customer stop reminders? Every reminder links to a page with the booking and **Stop reminders**; **Send me reminders again** undoes it. An email also works with the mail program's own unsubscribe button. If a customer replies STOP to a text and Twilio then refuses to text that number, Zero POS stops texting it too. ### Why didn't a customer get a reminder? The booking had no email or phone, it was made after the reminder's time, it was cancelled, or the customer stopped them. A reminder that couldn't go says why on the appointment, and isn't tried again. ### What do texts cost? Twilio charges your account for each text, at its price for the customer's country. The preview under **Text message** says whether one reminder is one text or more: longer wording, and letters like á or í, can make it two. ### Which phone numbers can get a text? A mobile with its country code (+…). A number typed without one gets the code in **Country code for numbers without one**. A number that still can't be texted says so on the appointment. ## If you see this - “**A Twilio trial account can only text numbers you have verified.**” — What to do: Verify the number in your Twilio Console, or upgrade the account so texts reach every customer. - “**Twilio refused the Account SID or the auth token.**” — What to do: Copy both again from your Twilio Console into **Text messages (Twilio)** in [MANAGE › Settings › Integrations](https://app.zeropos.shop/backoffice/settings/integrations), tap **Save text settings** and send a test text. - “**Your Twilio account isn't allowed to text that country yet.**” — What to do: In your Twilio Console, open the messaging geo permissions and tick the customer's country. - “**Today's email allowance on the shared sender is used up. Set up your own sender in Integrations.**” — What to do: Without a sender of your own, reminders share the daily emails of Zero POS's shared address with your receipts. With your own sender that limit no longer applies: [Connect your email and set up marketing emails](https://zeropos.shop/help/set-up-email-sending). - “**The phone number can't be texted. Add its country code (+…).**” — What to do: Correct the phone on the booking or in the customer's file, with its country code, or check **Country code for numbers without one**. ## Good to know - Send yourself a test text before you switch on **By text message**. - Online bookings still get their confirmation when they book; reminders come on top, at the times you choose. ## Related guides - [Let customers book online](https://zeropos.shop/help/md/en/online-booking.md) - [Look after appointments: find, mark done or no-show, cancel](https://zeropos.shop/help/md/en/manage-appointments.md) - [Email templates: the wording of every email](https://zeropos.shop/help/md/en/email-templates.md) - [Connect your email and set up marketing emails](https://zeropos.shop/help/md/en/set-up-email-sending.md) - [Turn on treatments](https://zeropos.shop/help/md/en/enable-treatments.md)