Appointment Reminders & Scheduling Made Easy

Neverlate is a web based application that can send email, text message, and voice reminders to clients. We can also send follow up survey messages to help businesses understand and improve customer satisfaction.

This is a guide to the major features of Neverlate. If you don't find an answer here, please contact us at support@neverlate.io.

Scheduling Calendar

This is where all of your appointments will appear.

The calendar displays a full week at a time. The previous and next buttons at the top allow you to page through the weeks. The current day is highlighted in yellow. The hours of the day that we show are adjustable. You can choose to show just your business hours by updating the hours on the settings page.

Creating New Appointments

There are two ways to create appointments. The New Appointment button will bring up the appointment editor without any specific date or hour filled in.

Clicking on the calendar will also bring up the appointment editor, but the hour and day will be prefilled based on where you clicked.

The title of the appointment will be what you see on the calendar page. The date is prefilled because we clicked on the calendar instead of the New Appointment button, but you can click the calendar icon here and easily change the date.

The From and To dropdowns are filled with 10 minute increment options. If you choose a From after the To, the To will automatically be pushed forward to be 30 minutes after the From time. The options shown here are limited to the business hours that are defined on your settings page.

The Employee field allows you to select which employee will be handling this appointment. This is important because it determines who will receive notifications when a client confirms or cancels their appointment. Messages to the client can also be customized to include who will be handling their appointment (i.e. "3pm on Saturday with John").

The Workflow is a script that determines how Neverlate will interact with your client. This script determines when and how Neverlate will contact a client about an appointment. New user accounts come with a standard script, but you can create as many workflows as you like with the workflow editor.

The Contact field allows you to search for existing contacts by name or telephone number. You can also enter a new telephone number without first creating a contact. This new number will then be added to your contacts database so that it can be looked up later, and further information can be added to it.

Updating Appointments

To update an appointment, click on the appointment title.

This will open up the same form seen above, but with all of the existing details populated. Neverlate can alert clients to appointment date or time changes automatically, if the workflow assigned to that appointment is scripted to do so.

If instead you want to alert clients on a case by case basis, the SMS messaging feature of Neverlate can be used to do so, so you don't have to pick up the phone or change apps.

Deleting Appointments

Deleting an appointment is as simple as clicking the X in the corner of the appointment box. Just like when updating the date or time of an appointment, the client will be alerted if the workflow is set to do so. This only applies to appointments that are still in the future.

Multiple Bookings

It is possible to have many overlapping bookings. Neverlate handles this by displaying the appointments in a "stack" on the calendar. An appointment will always have at least an edge visible when it is beneath the stack.

Hovering over this edge will cause the appointment to pop up to the top of the stack. When your cursor leaves, the stack will resume its original order.

Clicking the narrow band of leftover space inside an appointment slot will bring up the new appointment form. Because this band of space will always be there, it's possible to create many overlapping appointments.

Employees

An account can have an unlimited number of employees. Employees are assigned to appointments, and in turn will receive notifications about those appointments if the appointment workflow has been set to do so.

Neverlate can contact employees via email and/or text messaging. These contact methods can be used when an appointment is confirmed or cancelled.

Google Calendar

Some businesses find it convenient to have their appointments synced to Google Calendar. This can be done on a per employee basis with Neverlate.

To activate Google Calendar sync, first go to the Employees tab. The Employee editing form includes a checkbox for Google Calendar integration. Checking this will begin the activation sequence.

The link will bring up a Google authorization page. The employee should use this link to authorize Neverlate.

Once authorized, Neverlate will sync appointments to Google Calendar. The time, duration, title, and description of the appointment will be synced. Updating or deleting an appointment in Neverlate will also update or delete the appointment in Google Calendar.

Updating or deleting appointments inside Google Calendar, however, will not affect appointments in Neverlate.

Templates

Neverlate supports email, text, and voice messages. All three can be customized using what are called templates in Neverlate. Email and text templates support inclusion of appointment specific information using keywords. Whenever Neverlate sees a keyword, it will be replaced with the appointment specific text.

Keywords

  • *appointment_date*

    An appointment specific example would be: Sat Sep 02 at 8:30am

  • *confirm_appointment*

    In an email template, this will produce a link that clients can click to confirm their appointment.

  • *cancel_appointment*

    In an email template, this will produce a link that clients can click to cancel their appointment.

  • *title*

    The title of the appointment will appear in the message.

  • *notes*

    Anything in the notes section of the appointment will appear in the message.

Recording Custom Voice Messages

If you'd like to record a custom voice message, go to the Templates page, select the Voice tab, and click New.

Dial the number shown on the screen, and enter the four digit job code when prompted. When you are done recording, give the template a name and press save.

Appointment specific information such as the date and time will be read automatically at the end of your recording. Prompts to confirm or cancel the appointment will also be played automatically after your recording.

To make sure you like the recording that was made, you can click on the template to bring up a media player that will replay your recording.

If you do not like the recording and want to try again, delete the template and press New again.

Workflows

Every appointment has a workflow that controls how Neverlate communicates with the client. Neverlate has a standard workflow that every user can select if they don't want to worry about customizing anything.

The standard workflow contacts the client up to three times. If the client confirms or cancels at any point, no further contact will be made about that appointment.

The first contact is an email that is sent three days prior to the appointment. The email will contain the date and time of the appointment, as well as confirm and cancel links. Neverlate will use the email address that was added to the contact. If there is no email address, this step is skipped.

The next reminder is sent as a text message two days before the appointment. The client will be prompted to reply with 'Y' to confirm or 'N' to cancel.

The final reminder is a phone call to the client using a recording made by our voice actor.

When the client confirms or cancels, a text message alert will be sent to the employee handling that appointment.

Customizing Workflows

The workflow editor allows you to create your own specialized scripts. A workflow is composed of actions that only happen when certain rules are met. A rule might be, for instance, an amount of time before or after an appointment. Calling a client and playing a certain recording is an example of an action.

You can choose to stack up rules so that an action only takes place when all of the rules are met. Likewise, you can have actions that occur when any of a set of rules is met.

Let's look at some examples of custom behavior you might want to set up.

  • Send a thank you email

    You may want to send a nice thank you email to clients a day after their appointment. Here's an action that would accomplish this.

    In this action, the rules are that the appointment must have been a day ago, and that the appointment must have been confirmed. In other words, don't send a thank you note to someone who cancelled their appointment.

    Next we see that the action taken is "send an email to the client" followed by a selection of possible email templates that could be sent. Here we've selected a "Thank you" template that we created earlier.

  • First time client email

    For some businesses, it's important that first time clients complete a questionnaire or certain forms. If you need that kind of functionality, a rule like this would be appropriate.

Settings

The Settings page allows you to control all aspects of your account, including Caller ID settings, your business hours, and the timezone that is applied to appointments.

Caller ID

If you'd like your own phone number and caller name to appear instead of ours, click the "Update Caller ID" button on the settings page.

Neverlate can display your phone number when calling clients, but first we need to call you for verification purposes. Once you enter your phone number and press OK, we'll display a six digit code that you should then enter once you receive the verification call.

After you have successfully entered the six digit code, your phone number will immediately start being used as the Caller ID when Neverlate makes reminder calls.

Business Hours

The business hours displayed on the appointment calendar can be controlled from the Settings page.

Timezone

When you first begin using Neverlate, we'll ask for your timezone, but it can also be updated later from the Settings page. All appointment times will be displayed using this timezone.