Tools & Setup
Customer Notifications
Customers receive several automated emails and texts between booking and the meeting. Knowing what they've seen helps you troubleshoot joining issues and set expectations.
What Customers Receive
From the moment a customer books their consultation to the start of the meeting, they receive up to 6 automated messages. Here's the full sequence.
| Timing | Channel | What It Says | Example |
|---|---|---|---|
| Immediately after booking | Email (from Calendly) | "Confirmed: Your Oricle Hearing Consultation on [date]." Includes specialist name, time, Google Meet link, What to expect, You will need list, Video vs Phone Calls note, and Reschedule/Cancel buttons. | View screenshot → |
| Day before | Email (from support@oriclehearing.com) | "Your Oricle Hearing Consultation is coming up!" Includes same content as confirmation: Google Meet link, What to expect, You will need, Video vs Phone Calls note, Reschedule/Cancel buttons. | View screenshot → |
| Morning of (6:30 AM) | Email (from Calendly) | "Reminder: Oricle Hearing Consultation with [Specialist] at [time] on [date]." Same content as above. | View screenshot → |
| ~2 hours before | Email + SMS | Email: "Almost Time! Your Oricle Hearing Consultation is today at [time]." Includes shortened prep instructions and Join Now link. Text: "Hi [Name]! Your Hearing Consultation is today at [time]. Click the link below to join & we will see you soon!" with Google Meet link. |
Email → Text → |
| 30 minutes before | SMS only | "Your Oricle Hearing Consultation begins in 30 minutes (at [time]). Click this link to join the meeting. Join now: [link]" | View screenshot → |
| At meeting time | Email + SMS | Email: "Your Oricle hearing consultation is starting!" Includes prep reminder, Join Now link, and phone number (833-258-8167) for questions. Text: "Your Oricle Hearing Consultation is starting! Grab your hearing aids, connect your video, and meet your specialist at the link below." |
Email → Text → |
SMS is opt-in. Customers only receive text reminders if they entered a phone number on the Calendly booking form. If a customer says they didn't get a text, they may not have opted in. Have them check email instead.
How This Helps You
When a Customer Can't Find the Link
Most common joining issue
If a customer says they can't find the meeting link, you can walk them through where to look:
- Check for the most recent email (the "starting now" email has the clearest Join Now button)
- Search their inbox for "Oricle Hearing Consultation"
- If they opted into texts, check their SMS for the Google Meet link
- As a last resort, you can call their phone directly through Google Meet using the dial-out feature
When a Customer Says They Didn't Get a Reminder
Setting expectations about what was sent
Customers receive up to 5 emails and 3 texts before the meeting. If they say they didn't get anything:
- They may have checked spam or a different inbox
- The booking confirmation (first email) is from Calendly, not Oricle. It might look unfamiliar.
- If they didn't enter a phone number on the booking form, they won't receive any texts
Helpful links to share with customers:
- Before the meeting (how to join + what to prepare): oriclehearing.com/pages/consultation-prep
- After the meeting (how-to videos for their device): oriclehearing.com/pages/hearing-aid-how-tos