14 Oct 2026
Appointment reminders on LINE, WhatsApp, Messenger or email: fewer empty chairs, never a double message
Every pending or confirmed appointment now gets exactly one reminder, on the app each patient actually reads. LINE for your Bangkok regulars, WhatsApp for visitors from abroad, email as the safety net, and a log on the patient's page that shows what went out.
The problem we fixed
In plain terms: an empty chair at 14:00 costs the same whether the patient forgot or never saw your message. MCS Clinic now reminds patients before every appointment, automatically, on the app they actually read — LINE, WhatsApp, Messenger or email — and falls back to email when that app can't reach them.
What your patient sees
💬 Smile Studio · via LINE
Hello Ploy, this is a reminder of your appointment at Smile Studio on Thursday 22 October 2026 at 14:00 (Room 2). If you need to change or cancel it, please contact the clinic.
First name, date, time and room are filled in for you. Email, LINE and Messenger carry these exact words; WhatsApp sends the approved template you choose, filled with the same details and written in whichever language you chose, Thai included.
One reminder, on the right app
| Patient prefers | How it goes out | If it can't |
|---|---|---|
| 🟩 LINE | Into the LINE chat already linked to that patient in your inbox | |
| As your approved WhatsApp template. A number saved as +66… can be reached even if the patient never wrote first | ||
| 🔵 Messenger | Marked as a confirmed appointment update, which Meta allows outside its 24-hour reply window | |
| ✉️ Email | Subject line: Reminder: your appointment at Smile Studio | Logged as not sent, with the reason |
The numbers behind it
⏱️ Checked every 15 minutes
A booking made this morning for this afternoon still gets its reminder.
🕐 1 to 168 hours ahead
24 hours is the default. Choose anything from one hour to a full week.
☝️ Exactly one per appointment
Each appointment is claimed before its reminder goes out, so overlapping runs can never send a second one.
🙅 Opt-outs respected
Tick "No reminders for this patient" and they won't get one. The log says it was skipped, and why.
A log that answers "did she get it?"
Every patient page now has an Appointment reminders card listing recent reminders, each with one of three outcomes:
- 🟢 Sent — and how. If LINE couldn't reach her and email did, it says both:
Sent by email. LINE: no LINE conversation is linked to this patient. - ⚪ Not sent — in plain words: she opted out, or there is no way to reach her.
- 🔴 Failed — a passing problem, such as the mail server being down. The next run tries again on its own.
Switch it on in three steps
- In Settings → Appointment reminders, tick Remind patients before their appointment and set the hours.
- Using WhatsApp? Pick your approved reminder template. Its values fill in order: first name, date and time, clinic name.
- On each patient's page, choose Remind by. Leave it empty and they get email.
Why "fewer no-shows" is more than a slogan
In Bangkok, most patients open LINE long before they open an email, and visitors from abroad live on WhatsApp. A reminder sent to an inbox nobody checks is a reminder in name only. Sending it where the patient already is — once, on time, with a record of what happened — is what turns a reminder setting into a fuller schedule.
Front-desk tip: reminders go only to pending and confirmed appointments. Mark a cancellation as cancelled the moment the patient calls, and they won't be reminded of a visit they already called off.
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