Confirm appointments by SMS and update the job automatically

Tomorrow’s visits are booked, but someone still needs to check the customers will be there. That means working through the diary, making calls, leaving voicemails and trying again. When a customer needs a different time, there is another job to find and another record to update.

If a confirmation stays in a notebook or a conversation, the rest of the team may not know about it. And if nobody checks, an engineer can arrive to find the customer has forgotten the visit or cannot provide access.

SMS appointment reminders and automated confirmation calls give customers a chance to respond before the visit, without your team having to contact everyone manually.

A booking or job email, or a new-job event from your connected system, starts the workflow. Build Concierge checks your rules, finds the job and looks up the customer’s mobile number. Where the contact has several people, it can select the primary person.

The customer receives your business name, the job reference and the appointment details, with a request to reply Yes to confirm or No to rearrange.

• A confirmation updates the job. Build Concierge uses AI to read the reply, match it to the job and set the client status to confirmed. Clear replies such as “yep, see you then” can be recognised too.
• A request to rearrange reaches the office. Your team receives the job reference so they can organise another appointment. If you choose, the workflow can also unschedule the visit and raise a rebooking task. Your team arranges the new time.
• An unclear reply gets a human review. If the response cannot be understood, it is passed to the office. Missing contact details, an unmatched job or a failed workflow step also trigger an alert for the team to investigate.

Routine confirmations move off the call list. Customers who can attend can say so by text, and their confirmation is recorded automatically. Your team can spend that time on appointments that need attention.

Planners can check the job’s confirmation status without chasing a colleague for an update. Requests to rearrange arrive with the job reference, making it easier to pick up the right booking and agree the next step.

For businesses looking to reduce no-access visits, asking customers to confirm gives them a chance to flag a problem before the engineer travels. You can do this by text, through an automated call from Build Concierge’s AI Receptionist, or using both channels.

A confirmation cannot guarantee access, but it gives your team better information to work with before the visit.

Choose the confirmation approach that suits your customers and the way your business books visits.

You choose which jobs qualify for a text. For example, include selected job types or limit messages to visits due within the next 24 hours.

The job confirmation SMS uses your business name and wording. Your team chooses who receives rearrangement requests and alerts, and whether a request to rearrange should also unschedule the visit and raise a rebooking task.

If you prefer customers to phone your office about changes, you can send the appointment details with a number to call, alongside an email confirmation. The booking can also trigger a message to the attending engineer or subcontractor.

Our team will help you choose SMS, automated AI Concierge Receptionist calls or both. Together, you agree when confirmations should happen, which jobs qualify and how responses should be handled, including where rearrangement requests and alerts go.

You will need Build Concierge connected to your job management system, a booking trigger and customer mobile numbers held against your contacts. Bring your preferred wording, a contact number and the rules for which appointments should receive a text.

Start with a sample of jobs to check your chosen confirmation process. Once the messages, calls and response handling are working as agreed, switch it on for the appointments that qualify.