SMS Reminder Messages should NOT automatically cancel appointments without notifying the provider
Currently, Procentive will send SMS text message reminders to clients. Even though the message says "Do Not Reply to This Text", if a client replies and says the word "Cancel" in the response, it will automatically cancel the appointment.
This is incredibly confusing because the appointment change log will not show any changes to the appointment, and the provider won't be notified about the change in appointment status, and it has caused clients to be considered a "No Show" instead of a "Cancel" or a "Late Cancel".
The SMS should either not accept replies at all, or if it accepts replies and will cancel appointments, there needs to be a way for providers to know about the cancellation method, date, and time.
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Jana commented
If your providers are also set up to get appointment change alerts, they will be notified as soon as an appointment of theirs is marked cancel. When we add new staff, the default for appointment alerts is to their email, but this can be changed to text notifications.