SMS notifications are one of the quickest and most effective ways to keep clients informed about their appointments — but you only have 160 characters to make an impression.
Follow these best practices to write professional, clear, and concise text messages that reflect your clinic’s tone and branding.
NOTE: Not sure how to edit your SMS templates? Start with this article.
1. Avoid starting messages with "Hey"
Unless your clinic has an intentionally casual tone, avoid using “Hey” in SMS messages. Instead, use "Hi" or "Dear", depending on how formal or friendly your brand tone is.
Recommended:
✅ “Hi Kristy,”
✅ “Dear Mr. Johnson,”
❌ “Hey Kristy,”
2. Use the appropriate merge tags for client names
Personalizing the message builds trust. Depending on your tone, you can use:
-
[APPOINTMENTFIRSTNAME]– for a friendly tone -
[APPOINTMENTFULLNAME]– for a more formal message -
Or combine title + last name if you use custom fields (e.g., “Dear Dr. Smith”)
Example:
Hi [APPOINTMENTFIRSTNAME], this is a friendly reminder that we have scheduled an appointment for [ADATE] at [ASTARTTIME]. You can find us at [ALOCATIONADDRESS] [ALOCATIONADDRESS2] , [ALOCATIONCITY] [ALOCATIONPOSTAL]. See you soon!
3. Always include the appointment details
A good SMS should clearly state the service, date, and time. Use these standard merge tags:
-
[ATYPE]– service name -
[ADATE]– appointment date -
[ASTARTTIME]– appointment time
Example:
Hi! This is a confirmation of your appointment [ATYPE] with [AWITH] on [ADATE] at [ASTARTTIME].We look forward to seeing you! [MAGICLINKAPPOINTMENT]
4. Include the location (or a map link)
It’s a best practice to either include your clinic’s location using the [LOCATION] merge tag or add a short Google Maps link so clients know exactly where to go.
Example:
Visit us: [Clinic Address]
or
Location: https://goo.gl/maps/abc123
5. Add a phone number (optional)
If you want clients to easily reach out or reschedule, include a phone number merge tag (e.g., [BUSINESSPHONE]) or type in your direct number.
Example:
Need to reschedule? Call us on [BUSINESSPHONE].
6. Templates Example You Can Copy
These messages are short, clear, and hit all the key info — without being too formal or robotic.
Hi [APPOINTMENTFIRSTNAME], your [ATYPE] is booked for [ADATE] at [ASTARTTIME] at [LOCATION]. Questions? Call [BUSINESSPHONE].
Hi [CLIENTFIRSTNAME], Thank you for visiting [COMPANYNAME]! We value your feedback - please share your experience in the survey below to help us improve. [REVIEWS]
Hi [APPOINTMENTFIRSTNAME], We had you scheduled today at [ASTARTTIME] but unfortunately, you didn't show up. Please get back in touch on [COMPANYPHONE] to reschedule. Your friends at [COMPANYNAME]
While email gives you more room for design, SMS is all about brevity. These best practices help ensure your messages are professional and consistent — without sounding rushed or impersonal.
Stick to plain language, personalize with merge tags, and make sure clients have all the info they need at a glance.
For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.
Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy. It offers in-depth video tutorials and lessons, offering a holistic learning experience that can equip you with the essential skills for achieving success with Pabau.