Yes, reminders count
Reminders are business texts sent through software, often to many customers a day. That is A2P traffic, and on a local number it needs 10DLC. It doesn't matter if your scheduling software sends them for you. The registration is in your business's name.
Pick the right use case
Most reminder programs register as Account Notification. If the same number also handles two-way questions, Customer Care or Mixed can fit. If you ever plan to send promotions, like a recall special or a holiday offer, don't sneak them into the reminders campaign. Register marketing separately or as Mixed, with an opt-in that says so.
Get consent at booking
The cleanest opt-in is a checkbox on your booking form or intake paperwork, separate from everything else:
Text me appointment reminders and scheduling updates from [Business Name]. Message frequency varies. Msg & data rates may apply. Reply HELP for help, STOP to opt out. Privacy Policy | Terms
If people book by phone, have staff read a short script, note the yes in the customer record, and send a confirmation text right away. Paper intake forms work too, as long as you can show reviewers a blank copy.
What a good reminder includes
- Your business name at the start
- The date and time
- How to confirm, cancel, or reschedule
- STOP language, at least in the first text a new customer gets
- Only the details the customer needs. Health and legal businesses should leave out diagnoses, procedures, and case details.
Three texts cover most reminder programs:
[Business Name]: Hi [first name], reminder of your appointment tomorrow at [time]. Reply C to confirm or R to reschedule. Reply STOP to opt out.
[Business Name]: Thanks, you're confirmed for [day] at [time]. See you then!
[Business Name]: No problem. Pick a new time at [your website]/book or call [phone].
Timing and frequency
One reminder a day or two before, and maybe one the morning of, is plenty. More than that starts to read as spam and drives opt-outs. Send during normal hours in the customer's time zone. A 6 AM reminder for a 2 PM appointment annoys people.
When a customer replies STOP
They get one confirmation and nothing else, including reminders. Your software should handle this automatically. Test it before you launch.
Common questions
Can I send appointment reminders without consent?
Customers should agree to texts when they book. A phone number on file isn't the same as agreeing to texts, and reviewers want to see where consent happens.
Does my scheduling software register 10DLC for me?
Many do, or they walk you through it. Either way the registration is in your business's name, so check the legal name, EIN, website, and opt-in details they submit.
How many reminders can I send per appointment?
There is no fixed number, but one or two per appointment is normal. Past that, opt-outs rise and the texts start to look like spam.
Are appointment reminders marketing?
No. A reminder about an appointment the customer booked is a transactional update. Adding offers or promotions to it turns it into marketing, which needs a marketing campaign and marketing consent.