Why was no text sent?

NextUp texts one person on the waitlist when an appointment is cancelled or marked a no-show. Nothing goes out when the waitlist is empty or nobody left can be texted. SMS Do Not Disturb skips that person and tries the next one. If HighLevel refuses the send, NextUp stops and does not move on. Open the cancelled contact. A note that starts with NextUp: says which of those happened.

How do you check a missed text?

The note is on the contact who cancelled or did not show, under Notes. It is not on the person who was waiting. If a note fails to save, a text that already went out is still in the conversation, so look there too.

1. Open the contact whose appointment was cancelled or marked a no-show.
2. Open Notes and read the line that starts with NextUp:.
3. If the note says text DND, check SMS Do Not Disturb on the people who were skipped. The waitlist tag stays.
4. If the note says NextUp could not text someone, fix texting for this location before the next cancellation.

"NextUp: no one to offer, the waitlist is empty" means nobody with a phone number was left to text. "NextUp: no one to offer, all waitlisted contacts have text DND on" means the people on the tag have text Do Not Disturb on. "NextUp: could not text" plus a name means HighLevel refused that send, which includes texting that is not approved yet or a carrier rejection. NextUp does not offer the time to the next person after that refusal.

Frequently asked questions

Where do I read the NextUp note?

Open the contact whose appointment was cancelled or marked a no-show, then open Notes. Look for a line that starts with NextUp:. It is on that cancelled contact, not on the person who was offered the time. The note names who was texted, or it says the waitlist is empty, that text DND is on, or that NextUp could not text them.

What if SMS Do Not Disturb is on?

NextUp skips that contact, leaves the waitlist tag on, and tries the next person. If everyone left has text DND on, the note on the cancelled contact says all waitlisted contacts have text DND on, and nobody is texted. Turning Do Not Disturb off is done on the contact in HighLevel. NextUp does not turn it off.