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Limiting a Specific Client's Automated Communications

Turn off reminders, exclude a client from bulk sends, and understand your options for other automations without archiving their profile.

Zanda gives you a few different controls for reducing how much one specific client hears from your practice automatically. Appointment reminders and marketing/bulk sends each have a dedicated per-client control that keeps the client active. Other automation types—pre-appointment, post-appointment, unpaid-invoice, and incomplete-form automations—do not yet have a per-client exclusion, so this article also covers the trade-off if you need to go further for those.

In this article:

Turning off appointment reminders for one client

To stop automatic appointment reminders going to one specific client, without archiving them or changing reminders for any other client, use that client's own reminder settings.

  1. Use the Quick Search bar at the top of Zanda to open the client's profile.
  2. Go to Profile > Appointment Reminders.
  3. For each reminder that currently has a template selected, open the template dropdown and choose Choose Template to clear it.
  4. Click Save Changes.

This client-level setting overrides the account-level reminder templates and timing, and it only applies to this client's future appointments. Other clients keep receiving reminders as normal, and the client's profile stays active rather than being archived.

For the full walkthrough of every setting on this page, see Configuring Appointment Reminders.

Excluding a client from bulk marketing sends

Turning off Receives Marketing Communication on a client's profile does not, by itself, stop a bulk send from reaching them. It sets a marker on the profile that staff can filter on when building a Bulk Send recipient list.

  1. Go to the client's profile.
  2. Click the Admin tab, then Manage.
  3. Find Receives Marketing Communication and toggle it off.
  4. Click Save.

The marker only takes effect when whoever builds the recipient list applies it. When you send a bulk email or SMS through Tools > Communication > Bulk Send, set the Advanced Search filter Marketing Communication to Opted In before generating the recipient list. If your practice sends a bulk communication without applying that filter, a client whose profile is set to opted out is still included in the send.

💡 Tip: If your practice sends bulk communications regularly, make applying the Marketing Communication: Opted In filter a standard step in your Bulk Send checklist, so opted-out clients are consistently excluded rather than depending on someone remembering each time.

See Sending Bulk Communications for the complete Bulk Send workflow, including how to review your saved recipient list before sending.

Other automations: pre-appointment, post-appointment, unpaid-invoice, and incomplete-form

To exclude an active client from pre-appointment, post-appointment, unpaid-invoice, or incomplete-form automations, create a dedicated Client Classification and add to this client profile. This will allow you to use client classifications as a condition when setting up an automation and exclude this specific classification from receiving this automated message.

Tip: Use the Bulk Update feature to apply classifications to multiple client profiles. 

See Automations FAQs for more on how these automation types are triggered and which clients they apply to.

Frequently Asked Questions

❓ If I turn off Receives Marketing Communication for a client, does that also stop their appointment reminders?

No. Receives Marketing Communication only affects the Bulk Send recipient list, and only when the Marketing Communication filter is applied. To stop a client's automatic appointment reminders, use the steps in Turning off appointment reminders for one client above.

❓ Can I exclude one active client from unpaid-invoice or incomplete-form automations without archiving them?

Archiving the client's profile is currently the only way to exclude them from pre-appointment, post-appointment, unpaid-invoice, and incomplete-form automations. See Other automations above before deciding whether that trade-off fits your situation.

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