Getting started
- How long does setup take?
About 20 minutes: connect your calendar, check the messages, send your details for texting, and send yourself a test. Until you go live, every message goes to you, not to your customers.
- Which calendars work?
Google Calendar, including Google Workspace. Keep adding appointments the way you do today; we read them. You can also add appointments in the app, or import them from a spreadsheet.
- Do my customers need an app?
No. They get texts (or emails) and answer them, or open the link in the message to see their appointment, confirm it, or call you.
- Do we need a new phone number?
Your business gets its own texting number, included in the price. Customers reply to it, and you answer in the app or from your own phone. Your business phone stays as it is; it is shown to customers to call you.
Messages
- When do messages go out?
Your starter set has a text when the appointment is booked, a reminder the day before and one on the day. Each one is a setting: when it goes, to which kinds of appointment, and the words. They go only in your message hours.
- Can a message go out at night?
Never. Messages go out only between 8 AM and 9 PM, and only in the message hours you set for each day. A message due outside them waits for the next message hours; a reminder on a day without messages goes earlier, or not at all, as you choose.
- What if I make a typo in the calendar?
We wait 15 minutes after an event is added or changed before its first message (you can change the wait), so a quick fix sends only the right message.
- What happens when I move or delete an event?
Move it: the old reminders are dropped and the customer gets the new time. Delete it: no more reminders go out, and a customer who had confirmed gets a short “canceled” message (a setting).
- Can a customer get the same message twice?
No. Each message of an appointment goes out once. When we are not sure a message went out, we do not send it again: better to miss one than to send it twice.
- What about customers without a mobile number?
They get the same messages by email when you have their email address. A customer who did not agree to texts gets emails too.
Customers’ answers
- How do customers confirm?
They reply YES (or the words you choose), or tap “Confirm” on their appointment page. You see a ✅ in front of the event in your Google Calendar, and on the appointment in the app.
- What if a customer can’t make it?
Nothing invites customers to move an appointment: the messages do not offer it, and their page has no “new time” button. A customer who replies R or NO gets an answer asking them to call you, your team gets an alert with their number, and you see 📞 in your calendar until they confirm again, the time changes, or you mark the call done. The time never changes by itself. To let customers ask for a new time instead, choose “They can ask for one, and you call them back” in Replies and alerts: their page then has “Ask for a new time”, you see 🔁 in your calendar, and you call them back.
- Who tells me which customers did not answer?
At 3 PM owners and admins get the list of tomorrow’s customers who have not confirmed, with their numbers to call. The dashboard shows the same list. Each person can change the time or turn it off.
- Can a customer cancel by text?
Not by itself: a text that says CANCEL or STOP stops all texts to that customer (a phone carrier rule), and you see ⛔ in your calendar. Call them to find out whether they meant the appointment.
- Where do other texts from customers go?
To the inbox in the app, and to the people on your team who get alerts (by email, text or a phone notification). Answer in the app, or reply to the alert from your phone.
- How long does the link in a message work?
Until 7 days after the appointment. Each link is for one customer and one appointment.
Texting
- Why does texting need an approval?
US phone carriers deliver business texts only from a registered number. You send your business details once from Settings → Texting; the carriers usually answer within a few business days. Until then, customers with an email address get their messages by email.
- Which phone numbers can get texts?
Mobile numbers in the United States and Canada. Customers with other numbers can get emails.
- Do customers pay for the texts?
We never charge them. Their phone plan’s usual message and data rates may apply, and every customer can stop texts by replying STOP.
Safety
- Can I try it without texting my customers?
Yes: test mode. Every message for a customer comes to you (or the people you choose) instead, marked as a test. A new business starts in test mode until you go live.
- Something looks wrong. How do I stop everything?
Pause your business in Settings → Test mode and pause: nothing goes out to customers until you start again. You do not need to wait for us.
Your account
- Can my team use it?
Yes. Invite them in Settings → Team. Owners can do everything; admins everything except billing; staff handle appointments, customers and answers, but not settings.
- Why do owners need two-step sign-in?
An owner’s account can text every customer of the business. A code from an app on your phone keeps it safe even if someone learns your password.
- What if we go over our plan?
We tell owners and admins at 80% and again at 100% of the month’s appointments. Reminders to your customers never stop without warning.
- Is there a contract?
No. Pay monthly and cancel anytime. The first 30 days are free, counted from the day you create your business.
- How do we pay, change our plan or cancel?
An owner chooses a plan in Settings → Billing and pays by card on the page of Stripe, our payment provider. Manage billing on the same page changes the card, shows your invoices, changes the plan or cancels. A bigger plan starts at once; a smaller one with your next month. After canceling, you keep your plan until the end of the month you paid for.
- What happens when our free days end?
Nothing is charged by itself: you choose a plan when you are ready. We email your owners and admins 7 days before the free days end and on the day. Without a plan, your reminders keep going 7 more days, then messages to your customers pause until an owner chooses a plan in Settings → Billing. They start again at once, and nothing is deleted.
- What happens if a payment fails?
Stripe tries your card again by itself, and we email your owners and admins. Your reminders keep going. If it is still not paid 14 days after the first try, messages to your customers pause until it is; we warn you 3 days before. An owner pays with Pay now in Settings → Billing, and messages go again at once.
- Who sees our customers’ details?
Your team, and us only to help you. The services that deliver texts and emails see what they deliver. We never sell your customers’ details, never use them for marketing, and ConfirmCue sends only appointment messages.
- Can we get a copy of our data?
Yes, at any time. An owner downloads everything in Settings → Your data: one file with a spreadsheet for customers, appointments, messages, texts, settings, the team and the activity log. When a customer asks what you keep about them, open the customer and choose “Download their data”.
- How do we close our account?
An owner closes it in Settings → Your data. Messages stop at once and we stop reading your calendar. For 14 days an owner can still download the data or open the account again; then we delete all of it, and from our backups within 35 more days. The owners get an email when it is done.