How to Increase Medical Spa Bookings with SMS & Email Follow-ups

The phone call ends, but the patient journey continues. How you follow up via SMS and email can be the difference between a confirmed booking and a no-show—or between a one-time patient and a loyal client.

This guide covers proven omnichannel strategies to increase bookings and build lasting patient relationships.

Why Omnichannel Matters

Modern patients expect communication on their preferred channels. Consider these statistics:

• 98% of texts are read (vs. 20% of emails)
• SMS open rate within 3 minutes: 90%
• Patients who receive confirmations: 30% fewer no-shows
• Post-appointment follow-up: 25% higher rebooking rate

A phone call alone isn't enough. Patients need reinforcement through text and email.

The Confirmation Strategy

Immediately after booking, patients should receive:

SMS Confirmation (Instant)

Hi Sarah! Your Botox appointment is confirmed for Tuesday, Jan 21 at 2 PM with Dr. Smith at Radiance Med Spa. Reply CONFIRM to verify or HELP for assistance.

Email Confirmation (Within 5 minutes)

Include:

• Appointment details (date, time, provider, service)
• Address and directions
• Pre-appointment instructions
• What to expect
• Cancellation/rescheduling policy
• Add to calendar button

The Reminder Sequence

Don't let patients forget. Implement this reminder cadence:

48 Hours Before

SMS:

Reminder: Your appointment at Radiance Med Spa is in 2 days (Tuesday, Jan 21 at 2 PM). Reply C to confirm or R to reschedule.

24 Hours Before

SMS:

See you tomorrow at 2 PM! Please arrive 10 min early. Remember: no blood thinners 24hrs before Botox. Questions? Call (555) 123-4567

2 Hours Before (Optional)

For high-value treatments or first-time patients:

We're looking forward to seeing you at 2 PM today! Park in Lot B for closest entrance.

Post-Appointment Follow-ups

The relationship doesn't end when they leave. Follow up strategically:

Same Day (4-6 hours post)

SMS:

Thank you for visiting Radiance Med Spa today! How are you feeling? Any questions, just reply to this text or call (555) 123-4567.

2-3 Days Post (Email)

Check on their experience, provide aftercare reminders, ask for a review.

Follow-up Window (Based on treatment)

When it's time to rebook:

• Botox: 10-12 weeks
• Fillers: 9-12 months
• Facials: 4-6 weeks
• Laser: Per treatment plan

No-Show Recovery

When someone misses an appointment, act fast:

Within 15 Minutes of No-Show

SMS:

We missed you at your 2 PM appointment today. Everything okay? We'd love to reschedule—reply or call (555) 123-4567.

Next Day (Email)

Friendly, non-judgmental outreach with easy rescheduling options.

Lead Nurturing for Non-Bookers

Not everyone books on the first call. For inquiries that didn't convert:

Day 1 (SMS)

Thanks for calling Radiance Med Spa! Still thinking about Botox? We have openings this week. Book online at [link] or reply for help.

Day 3 (Email)

Educational content about the treatment they inquired about.

Day 7 (SMS)

Limited-time offer or availability reminder.

Automation Best Practices

• Personalize: Use the patient's name and specific treatment
• Keep texts short: Under 160 characters when possible
• Include clear CTAs: "Reply CONFIRM" or "Click to reschedule"
• Respect preferences: Always offer opt-out
• Be HIPAA compliant: Don't include sensitive details in texts
• Time appropriately: No texts before 9 AM or after 8 PM

Measuring Success

Track these metrics:

• Confirmation rate: % who confirm via SMS
• No-show rate: Should decrease 20-30% with reminders
• Rebooking rate: % who book next appointment
• Response rate: Engagement with your messages
• Unsubscribe rate: Keep below 1%

Integrating with AI Receptionists

Eva AI handles omnichannel automatically:

• Instant SMS confirmations after phone bookings
• Automated reminder sequences
• Two-way SMS for rescheduling
• Email follow-ups with custom content
• Smart timing based on appointment type

No manual sending required—the AI manages the entire patient communication lifecycle.