Attached forms not sending with confirmation

If a form is attached to an appointment email or SMS confirmation but patients are not receiving the form link, the issue is usually related to the template content.

For a form to be included in a message, the correct form variable must be present in the SMS or Email template and the form must be attached to the appointment type.

Why this happens

When you attach a form to an appointment type, HearLink does not automatically insert the form into the message.

The system looks for a specific form variable inside the template. If the variable is missing, the message will send, but without the form. This is designed to give organisations full control over where and how the form appears in the message.

How to fix it

Step 1 - Check the appointment type:

• Navigate to Organisations settings.
• Click Appointment Types.
• Click the Viewicon on the relevant appointment type.
• Go to the Confirmations section.
• Confirm a Form is attached.

If no form is attached, none will be sent.

Step 2 - Check the template content:

• Navigate to Organisation settings.
• Click SMS Templates or Email Templates.
• Click the Editicon on the relevant template.
• Ensure the form variable is included in the message content.

The variable must appear in the body of the message where you want the link to be displayed. You can find a list of variables to use by clicking Variables under the message content.

Important things to know

Best Practice

Always:

• Attach the form in the Appointment type.
• Add the form variable into the template.
• Use Preview before saving to confirm the placement.

Still not working?

Check: 

• The correct template is selected for the appointment type.
  
• The patient has valid contact details.
• The message type (confirmation) matches the template type.

If everything looks correct and the form still isn't sent, contact HearLink support with the appointment type and template name.