Notification Templates let practice administrators customize the automated text (SMS) and email messages that Suno sends to patients for appointments, reminders, reviews, and payments.
Prerequisites
Your user account must have the Business owners or Administrators role.
Changes to templates apply to all future messages of that type — existing sent messages are not affected.
Custom templates override Suno's built-in defaults.
How to Access Notification Templates
Click Settings in the left sidebar.
Click Practice Settings.
Click the Notification Templates tab.
You will see a list of template sections. Each section controls the messages sent for a specific event.
Template Types
The following template sections are available:
Notification Templates: Sent immediately when an appointment is scheduled. Informs patients of the date, time, and location.
Reminder Request Templates: Sent before unconfirmed appointments to prompt the patient to confirm by replying "yes" or calling to reschedule. The timing is configurable (see "Configuring Reminder Timing" below).
Reminder Acknowledgment Templates: Sent automatically after a patient confirms their appointment by replying "yes" to the reminder request.
Appointment Information Templates: Sent on the day of the appointment with final details about the visit.
Google Review Request Templates: Sent after an appointment to request a Google review from the patient.
Intake Form Request Templates: Sent to patients requesting them to complete intake forms before their appointment. Includes a link to the form.
Private Feedback Request Templates: Sent after an appointment to request private, internal feedback from the patient.
Reschedule Templates: Sent when an appointment is rescheduled to a different date, time, or location.
Appointment Cancelled Templates: Sent when an appointment is cancelled.
No Show Templates: Sent when a patient misses their appointment. Encourages the patient to reschedule.
Payment Request Templates: Sent to patients when requesting payment for an outstanding balance. Includes the amount due and a payment link.
Editing a Template
Each template section contains two collapsible panels: Text/SMS Template and Email Template. You edit and save them independently.
Editing the Text/SMS Template
Click the Text/SMS Template panel to expand it.
Edit the message text in the editor. You can insert merge tags (described below) to personalize the message.
Click the Save button (checkmark icon) on the right side of the panel.
You will see a confirmation message: "SMS template saved successfully."
The SMS template has a maximum length of 1,600 characters.
Editing the Email Template
Click the Email Template panel to expand it.
Edit the Subject field. The subject has a maximum length of 255 characters.
Edit the Email Body using the rich-text editor. You can insert merge tags and use formatting tools. Some practices also have access to a visual drag-and-drop Email Builder tab within this editor.
Click the Save button (checkmark icon) on the right side of the panel.
You will see a confirmation message: "Email template saved successfully."
Using Merge Tags
Merge tags are placeholders that Suno replaces with real patient and appointment data when the message is sent. To insert a merge tag, use the merge tag dropdown in the editor toolbar.
Disabling a Template Type
Some template types can be turned off entirely so Suno does not send that message. These are the notification templates that can be disabled:
Appointment Information Message
Google Review Request Message
Private Feedback Request Message
Reschedule
Appointment Cancelled Message
No Show Message
The change saves automatically when you check or uncheck the box.
Configuring Reminder Timing
In the Reminder Request Templates section, you can adjust two settings:
Default Appointment Reminder Duration (Days): Controls how many days before an appointment the reminder is sent. Enter the number of days and click away from the field to save.
Send Appointment Reminder on Friday: When checked, reminders for Monday appointments will be sent on the preceding Friday instead of on the weekend.
Default Templates
If your practice has not customized a template, Suno uses a built-in default. When you make your first edit and save, Suno creates a custom template for your practice. Your custom version will be used for all future messages of that type.
Troubleshooting
I see "Failed to save SMS template" or "Failed to save email template." This error appears when the save request fails. Check your internet connection and try again. If the error persists, verify that at least one template field (SMS text, email HTML, or email text) contains content. Empty templates cannot be saved.
My merge tags appear as blank text in sent messages. The merge tag data must exist for the patient or appointment. For example, if a patient has no preferred name set, the "Patient - Preferred Name" tag will be blank. Use "Patient - First Name" as a reliable fallback. Telehealth merge tags (Telehealth Join URL, Telehealth Pre-Call Test URL) only populate for virtual/telehealth appointment types with a configured meeting link.