Contents:

• Overview
• Prerequisites
• Connecting Your Twilio Account
• Managing Your Twilio Connection
• Configuring SMS Reminders for Meeting Types
• SMS Reminders in BookIt for Forms
• SMS Reminders in BookIt Handoff
• SMS Reminders in BookIt Links
• SMS Reminders in BookIt API
• Managing Opt-Outs and Compliance
• Troubleshooting
• FAQs

 

Overview

BookIt's SMS Reminder feature allows you to send meeting reminders via text message through an integration with Twilio. SMS reminders provide significantly higher open and engagement rates compared to email, helping ensure prospects remember their upcoming meetings.

This feature is available across all BookIt products—Forms, Handoff, Links, Invite, and API—and supports both personal and admin-managed meeting types.

Key Benefits:

• Higher engagement rates compared to email reminders.
• Customizable messaging per meeting type.
• Automatic opt-in/opt-out management through Twilio.
• Support for multiple reminder schedules.
• Compliance with GDPR, TCPA, and carrier regulations.

 

Prerequisites

Before you can use SMS reminders in BookIt, you'll need:

• An active Twilio account with a verified phone number.
• A phone number registered for A2P 10DLC messaging (for US numbers). Learn more about A2P 10DLC registration.
• Twilio Account SID and API Key credentials.
• Admin permissions in LeanData to configure integrations.

 

Connecting Your Twilio Account

Step 1: Gather Twilio Credentials

1. Log in to your Twilio account.
2. Locate your Account SID and Auth Token.
   • If using a sub-account, make sure to use the sub-account's credentials.

Step 2: Access Twilio Integration Settings

1. Navigate to LeanData App → Integrations → BookIt Tab→ Twilio.
2. Click the Get Started button on the Twilio tile.

Step 3: Enter Credentials in LeanData

1. Enter your Twilio Account SID.
2. Enter your Twilio Auth Token.
3. Click Authorize.

Step 4: Select Your Phone Number and Configure Compliance Language

1. Select the phone number you want to use for SMS notifications from the dropdown menu.
2. Enter the compliance language that will appear on the scheduling info page for BookIt Forms and Links.
3. Enter the compliance language that will appear on the scheduling info page for BookIt Handoff, including the opt-in SMS language for each language you'll be sending.
4. Ensure your compliance language meets all regulatory requirements.
   • You are responsible for ensuring your SMS messages comply with legal and carrier regulations
   • All messages must include:
     • Your company name
     • The message purpose (e.g., "Meeting reminder")
     • An opt-out clause (e.g. “Reply STOP to opt-out”)
5. Click Update Twilio Settings when complete.

 

Managing Your Twilio Connection

If your Twilio credentials become invalid or need to be updated:

• You'll receive an email notification at the time of disconnection
• The integration UI will display an invalid state
• SMS messages will not be sent until you reconnect
• To reconnect, verify your credentials and follow the connection steps again

To disconnect the integration:

1. Navigate to Integrations → BookIt Tab → Twilio Integration
2. Click Disable Authorization.
3. Confirm that you want to Disable the Authorization.

 

Configuring SMS Reminders for Meeting Types

Adding SMS Reminders to a Meeting Type

1. Navigate to LeanData App → BookIt → Meeting Types → Meeting Type Management
2. Select the meeting type you want to configure, or create a new meeting type.
3. In the Meeting Type interface, go to the Go to Notifications → Reminders → Create Reminder
4. In the Type option, select SMS.
5. Enter the message content you want to send. Customize the message text (up to 960 characters)
   • Use variables to personalize messages (e.g., {!GuestFirstName}, {!HostName}, {!MeetingTime})
   • Add compliance language (message purpose, company name, and opt-out instructions)
6. In the Send To section, select whether to send the message to Host(s) and/or Guest(s)
7. Finally select the Timing(s) at which you would like to send the SMS reminder. You can create up to 10 reminders per meeting type. You have the option of sending the message only in certain scenarios such as:
   • before the meeting regardless of guest response
   • before the meeting if the guest has accepted
   • before the meeting if the guest has declined
   • before the meeting if the guest has not responded
8. Click Done when you have finished configuring your reminder.

Phone Number Field Requirements

When you create an SMS reminder for a meeting type:

• A Phone Number field is automatically added to the Additional Questions tab.
• The field is required by default, but you can make it optional.
• This field cannot be edited or deleted while SMS reminders are active.
• If you turn off all SMS reminders, you'll be prompted to remove the Phone Number field if it's not used elsewhere.

Enabling and Disabling Reminders

You can turn reminders on or off without deleting them:

• Use the toggle switch next to each reminder.
• When all SMS reminders are turned off, the Phone Number field can be deleted.
• When you turn on an SMS reminder, the Phone Number field will reappear if it was previously deleted.

 

SMS Reminders in BookIt for Forms

How It Works

When SMS reminders are enabled for a BookIt Forms meeting type:

1. Prospects fill out your webform, including their phone number.
2. The phone number is prefilled on the Scheduling Info page.
3. Consent language appears below the Schedule button (i.e. "By scheduling, you agree to receive text reminders for this meeting from {!CompanyName}. Reply STOP to opt-out.")
4. When the prospect clicks Schedule, they implicitly consent to SMS reminders.
5. BookIt sends the configured SMS reminders according to your schedule.

Phone Number Storage

The guest's phone number is written to the Salesforce event's description field as an Additional Question.

 

SMS Reminders in BookIt Handoff

How It Works

BookIt Handoff uses a double opt-in process since the prospect hasn't explicitly provided consent:

1. The scheduler books a meeting and provides the prospect's phone number (pulled from Lead/Contact records or entered manually)
2. The prospect receives an initial opt-in SMS:
   • If the prospect opts in, they will receive scheduled SMS reminders.
   • If the prospect replies STOP, they are opted out globally.

Phone Number Management

• Phone numbers are automatically pulled from Lead/Contact records if available.
• Schedulers can edit incorrect phone numbers or fill in missing ones on the Scheduling Info page.
• All guest phone numbers are written to the Salesforce event's description field.

Scheduler Notification

When booking a meeting, schedulers will see a notice beneath the Schedule button: (e.g. "Attendees will be sent a text message to opt-in for meeting reminders.")

 

SMS Reminders in BookIt Links

Routing Links

For Routing Links with SMS reminders enabled:

1. Include a Phone Number field in your Routing Links form.
2. Add the Phone Number as a preset variable in the Routing Links trigger node.
3. Compliance language appears on the Routing Links form: "By scheduling, you agree to receive text reminders for this meeting from {!CompanyName}. Reply STOP to opt-out."
4. The prospect's phone number is prefilled on the Scheduling Info page.
5. SMS reminders are sent according to your configuration.

One-Click Booking with Routing Links:

• If the Routing Links form is skipped and SMS reminders are enabled, the Scheduling Info page will always be shown to present compliance language
• If the Routing Links form is not skipped and all required fields are prefilled, One-Click Booking will be respected

Standard Links

For Standard Links with SMS reminders enabled:

1. The Phone Number field appears on the Scheduling Info page as an additional question
2. Compliance language appears near the Schedule button
3. Prospects provide their phone number and implicitly consent when scheduling

 

SMS Reminders in BookIt API

Implementation Requirements

When using BookIt API with SMS reminders:

• Add consent language to your form or booking interface.
• Collect the prospect's phone number.
• Ensure the prospect consents to SMS by scheduling (implicit consent).
• Pass the phone number in your API request.
• BookIt will send SMS reminders according to the meeting type configuration.

For detailed API documentation and request examples, please refer to LeanData API documentation or contact LeanData Support.

 

Managing Opt-Outs and Compliance

How Opt-Outs Work

Twilio automatically handles opt-out management:

• When a prospect replies STOP, UNSUBSCRIBE, END, or QUIT, Twilio blocks future messages
• Twilio sends an automatic opt-out confirmation message
• The prospect will not receive any further SMS messages from your Twilio number
• Opt-out status is tracked per Twilio phone number, not globally across all customers

Re-Opt-In Process

If a prospect has opted out and wants to receive SMS reminders again:

• They can text START to your Twilio number to opt back in.
• Alternatively, they can provide their phone number again when scheduling a new meeting with explicit consent.

Compliance Best Practices

• Always identify your company in SMS messages.
• Include opt-out instructions in every message.
• Only send meeting-related information (no marketing content).
• Respect local time zones and business hours when scheduling reminders.
• Ensure your phone number is A2P 10DLC registered for US recipients.
• Maintain compliant consent language on all booking forms.

 

Troubleshooting

SMS Reminders Are Not Being Sent

Possible causes:

• Twilio integration is disconnected. Check your integration status in Integrations → BookIt → Twilio Integration
• Phone number is not A2P 10DLC compliant. Verify your number registration with Twilio.
• Phone number is invalid or improperly formatted. Verify the phone number in the meeting details.
• Prospect has opted out. Check if the prospect previously replied STOP.
• SMS reminders are turned off for the meeting type. Verify reminder settings in the meeting type configuration.

Integration Shows "Disconnected" Status

Solution:

1. Verify your Twilio account credentials are correct and active.
2. Check if your Auth Key has expired or been revoked.
3. Reconnect the integration using valid credentials.
4. If issues persist, contact LeanData Support.

Phone Number Field Cannot Be Deleted

Solution:

• Turn off all SMS reminders for the meeting type
• Verify the Phone Number field is not used as a variable in Invite Customization
• Once all SMS reminders are off and the field is not used elsewhere, you can delete it

 

FAQs

Can I use SMS reminders without connecting to Twilio?

• No. SMS reminders require an active Twilio integration. You must connect your own Twilio account to enable this feature.

How much does it cost to send SMS reminders?

• SMS costs are billed directly by Twilio based on your Twilio account pricing. LeanData does not charge additional fees for SMS functionality.

Can I send SMS reminders to international phone numbers?

• Yes, as long as your Twilio account and phone number support international messaging. Be aware that international SMS rates and compliance requirements may vary by country.

What happens if a prospect changes their phone number after booking?

• SMS reminders will be sent to the phone number on record at the time of the reminder. If you need to update a phone number, you can reschedule the meeting or manually update the phone number in Salesforce.

If a prospect replies to an SMS reminder, does the sales rep receive the message?

• No. SMS reminders are sent from your Twilio phone number as one-way notifications. If a prospect replies to an SMS reminder, the sales rep will not receive the message.

Can I send SMS reminders in different languages?

• Yes. You can customize SMS message content per meeting type, including using different languages. Make sure your compliance language is translated appropriately.

What happens to scheduled SMS reminders if I disconnect the Twilio integration?

• Any scheduled SMS reminders will not be sent if the Twilio integration is disconnected. You'll receive an email notification when the integration becomes disconnected.

Can I preview SMS messages before they're sent?

• You can view the message template in the meeting type configuration. The actual message with variables populated will be visible in the Reminder Modal after scheduling.

How do I know if a prospect has opted out?

• Twilio manages opt-out status automatically. If an SMS reminder fails with an error indicating opt-out, the status will be shown in the Reminder Modal.

Can I customize the opt-out confirmation message?

• No. Twilio sends a standard opt-out confirmation message to ensure compliance with carrier regulations.

What happens to SMS reminders if a meeting is rescheduled or reassigned to a new host?

• BookIt respects the latest opt-in or opt-out status.
• If the meeting is rescheduled, new SMS reminders are scheduled based on the new meeting time.
• If the meeting is reassigned to a new host, scheduled SMS reminders are updated to reflect the new host's details
• If the meeting is both reassigned and rescheduled, the reminder schedule is recalculated based on the new meeting time.

 

For questions or additional assistance please contact LeanData Support.