The exact scripts I use to reactivate dental patients. Steal them. Use them in your own PMS. No strings.
TCPA-compliant · STOP + HELP tested · Tap any message to copy
Template 01
7-month overdue hygiene · first touch
Best day/time: Tue 10 AM
Context: patient last seen 6–9 months ago. Still on your roster, SMS consent on file. Warm tone, assumes they just got busy.
Hi [FIRST_NAME] — it's [PRACTICE_NAME]. We noticed it's been a while since your last visit and wanted to check in. No pressure — just making sure you're good. If you'd like to get back on the schedule, here's our calendar: [BOOKING_LINK]
Reply STOP to opt out.
Why it works: Name + practice name builds trust in the first 6 words. "No pressure" neutralizes sales-y vibes. Direct booking link removes friction.
Template 02
Broken / cancelled appointment · 2-week follow-up
Best day/time: Wed 2 PM
Context: patient cancelled or no-showed recently. Empathetic, zero guilt-trip. Make it easy to rebook.
Hi [FIRST_NAME] — [PRACTICE_NAME] here. Life happens. Ready to get you back on the books whenever works — we've held a spot for you. Reply with "yes" or pick a time: [BOOKING_LINK]
Reply STOP to opt out.
Why it works: "Life happens" removes shame. "Held a spot" creates gentle urgency. Two-path reply (yes or link) catches both conversation and self-serve behaviors.
Template 03
Long-dormant · 18–24 months out
Best day/time: Thu 11 AM
Context: patient gone a year+. They may have switched practices or moved. Re-introduce. Low ask.
Hi [FIRST_NAME]. This is [PRACTICE_NAME] — we still have your chart. If you've found another dentist, no worries and we'll take you off our list (reply STOP). If not, we'd love to see you: [BOOKING_LINK]
Reply STOP to opt out.
Why it works: Acknowledges they may have moved on — removes defensiveness. "We still have your chart" is a quiet loyalty signal. Clean opt-out path keeps the list hygienic.
Template 04
Responded "interested" · send the link
Within 10 min of reply
Context: patient said yes / "I'd like to book" / similar. Act fast. Send the link, offer two specific times.
Great — thanks [FIRST_NAME]. Two options:
1. [DATE_OPTION_1] at [TIME_1]
2. [DATE_OPTION_2] at [TIME_2]
Or pick any time: [BOOKING_LINK]
Reply with 1 or 2 and I'll lock it in.
Why it works: Two specific times > "pick any." Reduces decision fatigue. "Lock it in" language closes faster than "confirm" or "book" — it implies the work is already done for them.
Hi [FIRST_NAME] — [PRACTICE_NAME]. Confirming your visit tomorrow at [TIME]. Reply "C" to confirm, "R" to reschedule, or stop by: [PRACTICE_ADDRESS].
See you then.
Why it works: Single-letter reply (C or R) is the lowest-friction confirm pattern. Address at the end catches "wait, where?" confusion in one message instead of two.
What to remember before you send
SMS consent first. Only send to patients who have affirmatively consented to SMS on intake or in writing. Consent is required under the TCPA.
Honor STOP instantly and permanently. A "STOP" reply means never text that number again — even if the patient later says they want you to.
Cap at 1 per day, 3 per week per patient. TCPA best practice. Pushing past this is where practices get flagged.
No PHI in message bodies. "Time for your visit" is fine. "Time for your crown prep on tooth #19" is not. Ever.
Register your 10DLC campaign with your SMS provider (Twilio, etc.) before sending commercial volume. Unregistered SMS gets blocked by carriers starting September 2023.
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