SimplePractice · Experience
SimplePractice Appointment Reminder Response Calls
When a reminder prompts a SimplePractice client to call, Katie confirms, cancels or moves the session directly in SimplePractice, following your rules.
Every reminder creates inbound calls
Many therapy practices already send appointment reminders by text or email. Reminders work because they prompt a response, and some of those responses arrive as phone calls. "I got a reminder for Thursday, but I thought it was Friday." "Is this one on video or in the office?" "I can't make it, can I come next week instead?"
Those calls cluster in the hours right after reminders go out, which is often the evening before or early in the morning. If nobody answers, the reminder has done half its job: the client knows about the appointment, but the change they wanted to make is now sitting in voicemail.
What clients call about after a reminder
Katie handles the full range of reminder responses, following your rules for each:
- Confirming they will attend
- Cancelling, with your late-cancellation policy stated in your words when it applies
- Asking to move the session, rebooked into a new time before they hang up
- Asking how to find the office or join by video, answered with the directions you provide
- Saying the reminder looks wrong: a different clinician, time or date than they expected
Whatever sends the reminder
Your reminders can keep going out the way they do now, or reminder and confirmation texts can be sent through MedReception AI once your number's texting registration is done. Either way, every call those reminders generate is answered immediately, around the clock, including when every line is busy.
That division of labor keeps things simple. Whichever system sends the reminder, Katie handles the conversation that follows it. If you later change how or when reminders go out, nothing about the phone side needs to change with it.
Late-night replies
Reminders sent the evening before produce calls at hours when no one is at the desk. Annie, the after-hours agent, takes those calls and records each change as a structured summary: who called, which appointment, what they need, and how urgent it is. When staff log in the next morning, a cancellation for the first session of the day is already visible, not waiting to be discovered in a voicemail at noon.
Turning responses into a cleaner calendar
Katie makes each cancellation and change directly in SimplePractice while the client is on the line, and every response also ends up as a summary staff can review. MedReception AI is live with practices on SimplePractice, so the reminder responses become part of the same morning routine as the rest of the queue. Freed sessions are identified as they happen, which gives your coordinator a chance to offer them to someone waiting.
Frequently asked questions
- Does MedReception AI send appointment reminders?
- It can, by text, once your number's texting registration is done, and clients who reply STOP are opted out. You can also keep your current reminders, and either way MedReception AI answers the calls those reminders generate.
- Should the phone number in our reminders change?
- Your reminders should list the practice number callers already know. Katie answers that number based on the coverage rules you choose, so nothing about the reminder needs to change.
- What if the client says the reminder is for the wrong day?
- Katie records exactly what the client expected and what the reminder said, and marks it for staff to check in SimplePractice. That kind of mismatch is worth resolving before the session, not at the door.
- Can a client confirm by phone instead of replying to the text?
- Yes. Katie takes the confirmation and it appears in the summary, so staff know the client is coming without chasing a reply.
Ready to implement this for your SimplePractice practice?
Book a demo and we'll run your own calls through Katie: new client inquiries, sessions booked straight into SimplePractice, billing questions and the crisis escalation rules your clinicians set. You'll see the booking and the summary your staff receive after each call.