To ensure customers receive timely appointment confirmations and reminders, all appointment details must be properly entered and saved in the system. This includes setting the appointment as active, selecting a notification method, and ensuring the correct contact information is in place. These settings control appointment notifications sent through HITS and are also used by integrations such as HITS Digital and AutoOps. Proper setup helps maintain clear communication and reduce missed appointments.
First, make sure there is an appointment set for the customer within the open ticket.
From the open ticket go to the Appointments/Status tab.
All of the fields below should be filled out and then selections must be SAVED by clicking on the “Save” or “Save & Exit” button:
1.) *Check the Appointment Active checkbox (required)
2.) *Enter/Select an Appointment Date & time (required)
3.) Select the appropriate Bay and Code (optional)
4.) Select the Appointment Confirmed drop-down selection from Confirmation drop-down menu
5.) Notified mode on of the following must be selected or set in View/Edit Default Settings > Email/Communications > Store > Make necessary changes: Text, Email, OR Email & Text
Note: The selected Notify Mode determines how appointment confirmations and reminders are delivered. These notification settings are also used when HITS Digital or AutoOps appointment reminders are enabled. Be sure the appropriate email address and/or mobile phone number is associated with the customer.
If the contact needs to be edited or added for the customer please select the search/binocular button as shown below.
Verify that the customer has the appropriate contact information for the selected notification method. If Text or Email & Text is selected, a valid mobile phone number is required. If Email or Email & Text is selected, a valid email address is required.
Right-click on an existing record –> Edit to edit an existing contact OR click the Add New button near the bottom of the window.
Once all selections are saved on the Appointments/Status Tab the first notification will be sent to the customer regarding their appointment. The standard reminders are:
1.) Initial – sent at the time of appointment being entered > Appointment Confirmed is selected and saved
2.) 24 hours before the appointment time
3.) 1 hour before the appointment time
Note: Automated appointment reminders must be enabled under Views > Administration & Utilities > Store > Store View/Edit Default Settings > Email/Communications. These settings are also referenced by HITS Digital and AutoOps when sending appointment notifications.