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FAQ: SMS reminders

Answers to frequently-asked questions about SMS reminders

Updated this week

Who receives SMS reminders?

Clients must opt-in to receive SMS reminders before any are sent. The client opt-in has been automatically added to your contact/lead forms and session schedulers that contain linked phone number fields. It will stay live unless you turn SMS reminders OFF for your company.

A client will receive SMS reminders if one or more of the following criteria are met:

  • Submitted your contact form or lead form, entered their phone number in a linked phone number field when filling it out, and opted in to receiving SMS reminders at that time

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  • Scheduled a session with you, provided their phone number, and opted into receiving SMS reminders at that time (on or after March 17, 2024)

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What are the different SMS reminder types?

Smart file access codes

What? Smart file access codes sent to your client via text.

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Who? The client accessing the file.

Payment reminders

What? We’ve added text functionality to any payment reminders you set up to send 1 day before autopay/recurring payment is due, on the day a payment is due, and when a payment is 2 days overdue. These are sent in addition to email reminders on those days (rather than instead of).

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Who? These text reminders are sent to all client participants in the project.

Session reminders

What? Reminders for a scheduled session sent via text, in addition to email.

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When are payment reminder texts sent?

SMS payment reminders are sent around 9am in the client's timezone.


How do I send SMS reminders to existing clients?

At this time, it's not possible to send SMS reminders to existing clients. Clients must consent to receive SMS through your contact form or lead form, or session scheduler, in order to receive text reminders.


Can clients opt out of receiving SMS reminders?

Yes. Clients can opt out of SMS at any time by writing “opt-out” as a reply to an SMS reminder. Upon sending the phrase “opt-out," they will no longer receive texts related to your company, unless they text “opt-in” at which point they will be re-enrolled.


Can clients respond to SMS reminders?

Clients cannot respond via text to SMS reminders. If they do, they will get an error message response instructing them to contact you (the business) via email, as SMS reminders are sent from an unattended number.


Will SMS reminders show in the corresponding HoneyBook project's activity feed?

At this time, only payment and session reminders will show in a project's activity feed. A special status will appear for the corresponding SMS reminder.


What phone number will SMS reminders send to?

SMS reminders will send to the phone number that your client entered in the linked phone number field when filling out your contact form or lead form, or the phone number they entered when scheduling a session with you (after March 17, 2024).


Are SMS reminders sent on holidays?

Select SMS reminders are not sent on weekends and/or federal holidays to respect client privacy, and will be delayed to send on the following business day.

We'll break down the weekend and holiday sending rules below.

  • Smart file access codes: SMS smart file access codes are considered urgent and will send on weekend and/or holidays

  • Payment reminders: SMS payment reminders will not send on the weekend and/or holidays

    • If a payment reminder falls on a weekend and/or holiday, it will be delayed until the following business day, if it is still relevant (i.e. client has not paid)

  • Session reminders: If an SMS session reminder will send on a weekend and/or holiday depends on the selected timing in the reminder

    • X minutes or hours before session: Considered urgent and will send on the weekend and holidays

    • X days or weeks before session: Will not send on the weekend and holidays

      • If the reminder was due to send on a weekend and/or holiday, it will send the next business day


How do I check the status of an SMS reminder?

At this time, only SMS payment and session reminders will show in projects' activity feeds. For the corresponding payment and session reminder emails, a special SMS icon will show the status of the text message reminder.

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The following SMS statuses indicate a successful send:

  • Sent: This status appears briefly, along with the time and date of send

  • Delivered: Indicates that the SMS reminder was delivered, but does not guarantee it has been read

  • Opened: This status is triggered if a client clicks on a link in the SMS reminder

The following SMS statuses indicate a failure:

  • Undeliverable: Indicates that the SMS message was not delivered

    • This status can appear if the client provided a landline number, there is a carrier issue, the client opted out, or the client hasn't yet opted in to receive SMS reminders

  • Not sent: Indicates that the SMS message was not sent

  • Not supported: This status appears for all activity feed items that aren’t supported with SMS, such as messages sent through the activity feed

  • SMS disabled: This status appears if SMS reminders are turned OFF for your company, or just for the corresponding reminder type


Can I customize the SMS reminder texts?

At the moment, the content of SMS reminders cannot be edited.


How do I add the client opt-in for SMS?

The client opt-in for SMS reminders is automatically added to your contact forms and lead forms with linked phone number fields. Similarly, the client opt-in is automatically added to your session schedulers (for sessions scheduled on or after March 17, 2024).

The client opt-in will stay live unless you turn SMS reminders OFF for your company.


Will I (the business) receive SMS reminders?

All SMS reminder types are sent only to clients. They are not sent to you (the business). You can verify if an SMS reminder was sent by checking the corresponding message's status in the project's activity feed.


Can I edit or remove the opt-in text?

At the moment, the client opt-in text for SMS reminders:

"Clicking SEND confirms you're okay with getting texts from [business].
It doesn't mean you have to buy anything. Message and/or data rates may apply."

cannot be edited. If you'd like to remove it, you'll need to turn OFF SMS reminders for your company.


Still have questions? Feel free to send us a message by clicking the Question Mark icon on any HoneyBook page. Our team is always happy to help!

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