Starting New Conversations

Two-way SMS messaging in Appointible is available on the Appointible Pro plan with the SMS Marketing add-on enabled. Once that is set up, starting a new conversation takes just a few clicks – far easier than chasing missed calls.

---

Check plan access

To use two-way SMS messaging, make sure the account is on the Pro plan and that SMS messaging is enabled:

1. Open Billing.
2. Confirm that the subscription is Appointible Pro.
3. Check that the Appointible SMS Marketing add-on is listed on the plan. It has no switch in Billing – the Appointible team adds it during SMS Marketing onboarding.

Once Pro and SMS Marketing are active, the Inbox will support two-way SMS conversations.

Open the Inbox

To start a new conversation, first go to the Inbox:

1. Sign in to Appointible.
2. Click Inbox in the left-side panel. If needed, use the Messages filter to switch between All, My or Unassigned views to find existing conversations.

Create a new message

Now start a fresh conversation with a client:

1. In Inbox, click New message. The Send message window opens.
2. If multiple phone numbers are available, select the From phone number that should be used for this SMS.
3. In the To field, select an existing client or create a new one by entering the name and mobile number.
4. Type the SMS in the message box. Keep it short and clear, and include key details like date, time and service so the client does not have to guess what the message is about.

Send or schedule

When the message is ready, choose how it should be delivered:

1. To send immediately, click Send now.
2. To send later, turn on Schedule this message, pick the date and time, and click Schedule. If plans change, use Cancel send to stop a scheduled message before it goes out.

For important topics, click Add priority in the conversation so it stands out in Inbox. If the issue is resolved, use Remove priority to keep the queue tidy.

Continue the conversation

After the first SMS is sent, replies from the client will appear in the same conversation thread in Inbox for a smooth two-way chat:

1. Select the conversation from the list in Inbox.
2. View client details on the right-side panel, including contact information and appointment history, to keep context at hand.
3. Type replies in the message box and click the send button (Send now) to continue the conversation.

Troubleshooting tips

If a message does not arrive as expected, a Message delivery error label may appear in the conversation:

• Check that the client mobile number is correct and active.
• Confirm that the account is still on the Pro plan with SMS Marketing enabled in Billing.
• Try sending a short plain-text message without links or special characters to rule out carrier filtering.

If the issue persists, capture a screenshot of the error in Inbox and contacting Appointible support for a closer look.