Send Custom SMS Booking Confirmations via Twilio

A dental practice with 3 dentists and 40 daily appointments connects SchedulingKit to Twilio to replace their manual confirmation call process. They create three SMS templates: one for new patient appointments (includes parking directions and intake form link), one for routine cleanings (includes pre-visit instructions), and one for procedures (includes fasting requirements and post-care link).

When Maria Garcia books a new patient exam for Tuesday at 2 PM with Dr. Park, she receives an SMS within 5 seconds: "Hi Maria, your appointment with Dr. Park is confirmed for Tue Mar 10 at 2:00 PM. Our office is at 245 Oak St, Suite 3. Free parking in the rear lot. Please complete your intake form before arriving: [link]. Reply HELP for questions or CANCEL to cancel."

Before Twilio integration, two front desk staff spent a combined 3 hours daily making confirmation calls, reaching only 60% of patients (the rest went to voicemail). With SMS, 98% of confirmations are delivered and read within 3 minutes. The front desk redirects those 3 hours to patient check-in and insurance verification.

The practice also tracks SMS delivery metrics in SchedulingKit. They discover that 4% of patients have undeliverable phone numbers (landlines or invalid numbers). The booking form now validates phone numbers as mobile-capable, and the front desk contacts patients with failed SMS delivery to update their number. This improved deliverability from 96% to 99.2%.