Two-way confirmation text templates: the full reply tree

How this kit fits with the design guide

If you're deciding what a confirmation text should say and why numbered choices work, start with our guide to two-way confirmation texts. This article is the practical companion: the exact wording for every step, so you can load it into your texting system or a shared document today.

All templates follow the same rules: practice name first, no patient name, no reason for the visit, numbered choices and STOP language on messages that start a conversation.

The opening message

Pick one version and use it consistently. Patients learn the pattern, and consistency makes replies faster.

1. Standard (two days out): “[Practice Name]: you have a visit [Day] [Date] at [time]. Reply 1 to confirm, 2 to reschedule, 3 to cancel. Reply STOP to opt out.”
2. Short (day before): “[Practice Name]: visit tomorrow at [time]. 1 = confirm, 2 = reschedule, 3 = cancel. Reply STOP to opt out.”
3. Longer visit or new patient: “[Practice Name]: your first visit is [Day] [Date] at [time] and takes about [length]. Reply 1 to confirm, 2 to reschedule, 3 to cancel. Reply STOP to opt out.”

Saved replies for each answer

• 1 (confirm): “[Practice Name]: you're confirmed for [Day] at [time]. Thank you!”
• 2 (reschedule): “[Practice Name]: happy to help. Pick a new time: 1) [Day] [time] 2) [Day] [time] 3) [Day] [time] 4) None of these. Reply with a number.”
• 2, then a time number: “[Practice Name]: done. Your new visit is [Day] [Date] at [time]. We'll send a reminder before then.” Release the original slot immediately.
• 2, then 4 (none work): “[Practice Name]: no problem. Mornings or afternoons? Reply 1 for mornings, 2 for afternoons, 3 to have us call you.”
• 3 (cancel): “[Practice Name]: thanks for letting us know. Your visit is cancelled. Reply 2 anytime if you'd like a new time.”
• STOP: no reply beyond the single confirmation your system sends, and no further texts to that number until the patient opts back in.

Edge cases and what to send

These are the replies that cause hesitation. Decide your answer in advance:

• “Yes”, “Y”, “ok” or a thumbs-up. If your process allows it, treat these as a confirmation and send the reply for 1. If your system can't read them, a person should confirm manually.
• “Who is this?” “This is [Practice Name] at [phone number]. If you weren't expecting this message, reply WRONG and we'll update our records.” Don't repeat the appointment details.
• “Wrong number” or “WRONG.” “[Practice Name]: sorry about that. We've removed this number.” Then remove it and flag the patient's record so the front desk can find a correct number.
• “Running late.” “[Practice Name]: thanks for letting us know. If you'll be more than [number] minutes late, please call [phone number] so we can plan.”
• A question (“Do I need to fast?”, “Is my insurance okay?”). Route to a person. Auto-reply only with: “[Practice Name]: thanks, a team member will reply during office hours.” Never answer clinical questions by automated text.
• Two numbers at once (“1 2”). Send: “[Practice Name]: just checking, reply 1 to keep [Day] at [time], or 2 to pick a new time.”
• A reply after the visit time has passed. Route to a person, who can treat it as a no-show follow-up.

When nobody replies

Silence doesn't mean yes. Plan one follow-up and then hand it to a person:

1. Day before, if no reply to the first message: “[Practice Name]: please confirm your visit tomorrow at [time]. Reply 1 to confirm or 2 for a new time. Reply STOP to opt out.”
2. Morning of, still no reply: add the visit to the front desk call list, especially for new patients and long visits.
3. Call script: “Hi, this is [your first name] from [Practice Name]. I'm calling to confirm your visit today at [time]. Can you still make it?” If voicemail, leave only your name, the practice name and your number.

Keeping the tree working

Store the templates in one shared place and give one person ownership of changes. When a template changes, change it everywhere at once; mixed versions confuse patients.

Once a month, pull a handful of real conversations and check: did each reply get the right saved answer? Did any free-text question wait too long for a person? Did any released slot get offered to someone else? Fix the one gap you find most often, then check again next month.