Customers & Automation
SMS Reply Actions (Y / C / R)
How customers can confirm, cancel or request a reschedule link by replying to an appointment reminder SMS.
Last updated 25 September 2026
When Include reply actions is on for the appointment reminder, the SMS includes: Reply Y if you are coming, C to cancel, R to reschedule. Customers with a current, uniquely matched appointment can reply with one of those complete commands. The feature requires a dedicated AU or GB SMS number.
| Complete reply | What OpenChair does |
|---|---|
Y, Yes, Confirm, Confirmed |
Records attendance reconfirmation and sends a confirmation. A small set of complete polite replies, such as Yes thanks, also work. |
C |
Cancels the appointment through the venue's existing cancellation and payment policy. |
R, Reschedule |
Sends a protected link. The appointment does not move until the customer completes rescheduling. |
Case and surrounding spaces do not change a recognised command. Affirmative replies also accept a closing full stop or exclamation mark; cancellation still requires the single letter C. OpenChair reads the whole message. For example, Yes, but can I come later?, YES PLEASE TOMORROW and C but can I move it instead? need a staff response; none of them confirms or cancels an appointment. No and I can't make it also go to staff. The original words stay visible in the inbox.
An automatic action also needs one live appointment that matches the SMS attendance prompt actually sent to that phone. Another upcoming booking on the same phone makes the match uncertain, even if it has no reminder of its own. If there are several possible appointments, the appointment has changed or started, or a newer staff message or offer could be the subject of the reply, OpenChair sends the message to Needs reply. The customer receives one acknowledgement per open review, subject to SMS delivery settings. It includes a Manage Booking link only if the same upcoming booking can still be uniquely matched immediately before sending; otherwise it asks the customer to clarify which appointment they mean. Staff can inspect the linked booking when the match is reliable, reply to clarify, and then use the normal booking controls. Reading the message does not change the booking.
A reminder sent 48 hours ahead can still accept an unambiguous command the next day, up until the appointment starts. A general reminder marker or an email-only reminder is not enough to authorise an SMS action. Replies to long-past reminders follow normal SMS routing.
CANCEL is a global SMS opt-out command, even when a reminder is active. It does not cancel an appointment. STOP and other provider opt-out commands also take precedence over booking actions. If the customer wants to cancel an appointment by SMS, ask them to reply with the single letter C while the appointment context is clear, or use their Manage Booking link.
To configure the prompt, open Settings → Communications → Appointment reminder → Include reply actions. The editor shows the complete message and SMS segment estimate. Turning the prompt off stops automatic Y/C/R appointment actions for that reminder; incoming messages can still appear in the inbox.
If an automatic cancellation applies a deposit forfeit, refund, credit or cancellation fee, it follows the saved venue policy. An R reply only sends the rescheduling link. If a customer sends an extra question after an earlier Y, the later message reopens staff review; the earlier reconfirmation remains in booking history.
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Common questions
- What do Y, C and R do?
- An unqualified Y confirms attendance, C cancels the appointment under your cancellation policy, and R sends a protected rescheduling link. The reply must match one current appointment.
- What if a customer adds a question or condition?
- The complete message goes to Needs reply for staff review. OpenChair does not change the booking based on a qualified reply.
- Does CANCEL cancel the appointment?
- No. CANCEL is an SMS opt-out command. The appointment cancellation command is the single letter C.