SMS Replies to appointment reminders not being received

The issue affecting inbound SMS replies to appointment reminder messages has now been resolved. Patients’ SMS replies should begin coming through to HotDoc as normal.

During the affected period, replies sent by patients may not have been delivered to HotDoc systems and could have shown a “Not delivered” error or failed silently. These messages cannot be recovered.

All other confirmation and cancellation methods including email, app, and confirm/cancel links within the SMS were not impacted.

We’re closely monitoring the system and continue to work with our SMS providers to ensure stability.

We have implemented a fix for this issue along with our provider. We are currently monitoring to see impacts to patient replies. We will post another update soon.

We are investigating an incident where inbound SMS replies to appointment reminder messages are failing to reach HotDoc systems. Patients attempting to reply may encounter a “Not delivered” error or experience message failure without an explicit error.

Our engineering teams are working closely with our SMS delivery partners to diagnose the issue and implement a fix.

Practices experiencing patient reports related to this issue should notify our Support team by submitting a ticket.

We will continue to post updates as our investigation progresses.