Customers can confirm an upcoming appointment by replying to a text from your shop. When a customer confirms, Omega marks the appointment confirmed, records it in the job history, and shows a green Confirmed check everywhere that appointment appears. Your office can stop calling customers who have already confirmed, and customers who commit to their appointment are far less likely to be no-shows.
1. Add the confirmation token to your SMS reminder
Go to Admin → Templates and open the SMS template your customers get before their appointment, such as your night-before reminder. Add a line that uses the {{AppointmentConfirmToken}} variable, for example:
Reply {{AppointmentConfirmToken}} to confirm.Then click Save.
When the text is sent, Omega fills in the reply code, so your customer sees exactly what to text back. You can add the variable to any SMS template. It works best in night-before and day-of reminders.
2. The customer replies to confirm
The customer replies to your text with the code from the message. Their reply shows up in the job's messages like any other text.
3. See which appointments are confirmed
Omega marks the appointment confirmed with the time the customer replied. A green check appears here:
Job → Appointments: a Confirmed label next to the appointment title
Schedule list: next to the appointment window
Calendar view: on the appointment block
Route map: in the appointment popup
Hover over the check to see the date and time the customer confirmed.
The job history also gets an entry: Appointment confirmed by customer via SMS.
4. Track confirmations from the dashboard
The Confirmed appointments tile on your dashboard shows how many of the next two days' appointments are confirmed, broken out by today and tomorrow. Click View schedule to see which ones still need a call.
Route Optimizer (Enterprise)
On the Enterprise plan, the Route Optimizer gives priority to confirmed appointments when it builds your technicians' routes.
Notifications
A reply that confirms an appointment does not send your team a New SMS notification, so confirmations won't interrupt your staff. Any other reply notifies your team as usual.
When a reply confirms an appointment
The reply must be only the code. The code by itself works, even with extra spaces. The code with other words added, "Yes", or "Confirmed" won't confirm. Those come through to your team as a normal text message.
The appointment must be open. Appointments that are on hold or cancelled aren't confirmed.
The appointment must start within 24 hours of the reply, before or after. A customer who replies a week early won't confirm the appointment.
One reply confirms every qualifying appointment on the job. If a job has more than one appointment in that window, a single reply confirms all of them.
Rescheduling removes the confirmation. If you change the appointment's date or time after the customer confirms, the Confirmed check is cleared. The customer can confirm the new time by replying to its reminder.
FAQ
Can I change the reply code?
No. Omega sets the reply code, and it's the same for every shop. Always use the {{AppointmentConfirmToken}} variable instead of typing the code into your template, so your reminders stay correct if the code changes.
A customer replied "yes." Why isn't the appointment confirmed?
Only the reply code confirms an appointment. The "yes" arrived as a regular message, so your team can confirm with the customer directly.
A customer replied with the code but the appointment isn't confirmed.
Check that the appointment is open (not on hold or cancelled) and starts within 24 hours of when the customer replied.
Does this work with email reminders?
No. Confirmations only work by text message.