Appointment reminders

Juno can send each customer a WhatsApp reminder the day before their appointment, using an approved template, at a time you choose. If the template has Confirm and Cancel buttons, the customer answers with one tap and the answer shows up next to the booking.

Where the bookings come from

Reminders need to know who is booked, and when. There are two ways in:

• Plato. Connect your Plato practice system under Integrations → Plato with your database name and an API key. Appointments are read from Plato every hour and appear on the Calendar page. Sync now pulls them straight away.
• Your own booking system. If Juno has no direct integration with your system, have it send your upcoming bookings to Juno's bookings endpoint — directly, through Zapier, or with a webhook. Turn this on under Settings → Bookings & reminders → Turn on reminders, which also shows the endpoint. You'll need an API key. To update a booking, send it again; to withdraw one, send it with "status":"cancelled".

Both sources show up on the same Calendar, marked Plato or Pushed in.

Calendar is in the menu for clinics, salons, gyms and tuition centres, and for workspaces with no industry set. If it isn't in yours — a shop or property workspace hides it — click Show on the "features hidden by your industry" note at the bottom of the menu, or turn on Settings → Industry → Show every feature.

Before you turn reminders on

• An approved reminder template with at least one placeholder, such as {{1}} for the customer's name. Create it under Message templates. A reminder is a utility template, as long as it doesn't also promote anything — see message templates.
• Confirm / Cancel buttons (recommended). Add two quick-reply buttons to the template, Confirm first and Cancel second. Juno detects them automatically.
• Your business details. Fill in Business name, Business address and Business phone under Settings → Workspace if your template uses them. WhatsApp rejects a message with an empty field, so if the template asks for your address and it's blank, no reminders go out at all — the panel warns you when this applies.
• Your timezone under Settings → Workspace. Send times follow it.

Set up reminders

1. Open Calendar and click Reminder settings.
2. Under When it goes out, switch on Send appointment reminders and set Send at. The reminder goes out at this time on the day before each appointment.
3. Under What it says, choose the Reminder template. Only approved WhatsApp templates are listed, and the language comes from the template.
4. Under Template placeholders, choose what fills each {{n}}: Customer name, Appointment date, Appointment time, Staff member, Business name, Business address, Business phone, or Fixed text…. There is exactly one row per placeholder in the template.
5. Check the Message preview. Use Preview as to see the reminder filled in for a real customer who is due one.
6. Save.

A blank value never goes out. If a booking has no staff member, the reminder says "our team"; any other missing detail becomes "-". Fixed text can't be left blank.

What the customer receives

The day before, at your send time, the customer gets your template with their details filled in, in their WhatsApp conversation with you. Each booking is reminded once — sending again later that day doesn't send a second copy.

If they tap:

• Confirm — the booking is marked Customer confirmed in the send log, and a private note appears in their conversation.
• Cancel — it's marked Customer asked to cancel, the conversation is reopened in the Inbox, and a note asks your team to cancel it in the booking system and reply. Juno doesn't cancel the booking itself — your booking system stays the record.

Customers who replied STOP (unsubscribed from everything) don't get reminders. Customers who only stopped promotions still do.

Check that it's working

Before the first run: click Preview. It's a dry run for the next day — it lists who would get a reminder and who would be skipped, and why. Nothing is sent.

To send straight away: click Send now. It runs the next day's reminders now, using your saved settings. Anyone already reminded isn't sent a second copy.

After a run: open Recent sends in the reminder settings, or click What we sent on a day in the calendar grid. Days with reminders show a marker with the sent, failed and skipped counts. You can filter the log to All, Sent, Failed or Skipped. Each row shows the actual message text, whether it was Delivered, the customer's reply, and Open conversation to jump to the thread.

The log shows two things separately, on purpose: whether Juno sent the reminder, and whether WhatsApp delivered it. A reminder can be sent and still fail afterwards — for example, when the template's placeholders don't match what Meta approved. So a row that says sent but never shows Delivered is worth opening.

Retry failed sends the failed ones again once you've fixed the cause. The daily run never retries failures by itself, so a broken template can't send the same bad message every morning.

Common reasons a reminder is skipped

• no_phone — the booking has no usable phone number.
• do_not_disturb — the patient is marked do-not-disturb in Plato.
• no_person_linked — the Plato appointment isn't linked to a patient record.

If nothing sends at all, check that a WhatsApp number is connected, a reminder template is chosen, and your business details are filled in. For failures in WhatsApp's own words, see message failed.

Where to go next

• Message templates — writing a reminder that gets approved
• API keys — for pushing in bookings
• Message failed — reading a delivery error