When a patient says nothing arrived, the communication log says what ClinyPal tried and what happened. Read the status first; it points to the fix.
Start from the communication log
Open the patient's record and their Communications section. Find the message and read its status, then follow the matching row.
| What you see | What it means | What to do |
|---|---|---|
| Not listed at all | ClinyPal never tried. The appointment type has no template for that event and channel, the patient's Automatic messages setting doesn't allow the channel, the reminder time hasn't come, or the appointment was booked inside the reminder period. | Check the type's Communications section and the patient's communication preferences; see How automatic messages work. |
| Pending | Waiting in line, usually an SMS waiting on the provider. | Wait a few minutes. If it stays, check the SMS balance. |
| Failed | The send was refused: wrong number or address, no SMS credit, or the provider rejected it. | Fix the contact detail on the patient's Details, top up credit if needed, and resend by hand. For a broadcast, use Resend to failed recipients. |
| Excluded | ClinyPal chose not to send: a marketing broadcast to a patient without marketing consent, or a patient opted out. | Nothing, unless the consent is wrong on the record. |
| Sent, but the patient says nothing arrived | It left ClinyPal. | Ask them to check junk mail, or whether they blocked the clinic's number; confirm the address or number on the record is the one they use. |
A communication log showing a reminder SMS marked Failed because the number was wrong, and the corrected resend marked Sent.
If it's every patient
- No SMS at all: the clinic's SMS balance is empty. Top up under SMS settings; failed reminders aren't resent automatically, so call today's patients.
- No messages of one kind for one appointment type: that type's template is Not set for the channel.
- Nothing at all: the clinic's subscription has lapsed, which stops automatic messages until a plan is chosen.
- Still stuck: open support chat with the patient's communication log entry so it can be checked against the provider's record.
The patient's Automatic messages setting may be Email only, or the SMS balance was empty when the reminder was due. SMS reminders that can't be sent aren't emailed instead.
Yes. Send an SMS or email from the patient's record using the reminder template; it's logged like any other message.
Sent means the provider accepted it. Delivery to the handset or inbox is outside ClinyPal; ask the patient to check junk mail or blocked numbers.