Confirmation requests overview

Confirmation requests overview

Confirmation requests are automated messages sent to interpreters asking them to confirm they’ll attend an upcoming appointment. They’re a critical part of ensuring reliable coverage.

Why confirmation requests matter

Without confirmations, you’re relying on interpreters to remember their assignments. Confirmation requests:

• Reduce no-shows — Interpreters who confirm are more likely to attend
• Surface problems early — If an interpreter can’t make it, you learn before the appointment
• Create accountability — A confirmed appointment has a clear commitment
• Improve client experience — You can confidently tell clients their appointment is covered

How confirmation requests work

The basic flow

1. An interpreter is assigned to an appointment
2. At a configured time, Fluent sends a confirmation request
3. The interpreter responds (confirm or decline)
4. The appointment status updates accordingly

Confirmation methods

Interpreters can confirm through:

• Mobile app — One-tap confirmation from the notification
• Email — Click a link in the confirmation email
• SMS — Reply to the text message
• Web — Log in and confirm from the dashboard

When confirmations are sent

Confirmation timing is configurable. Common approaches:

Day-before confirmation

Send a confirmation request the evening or morning before the appointment. This gives interpreters time to respond while leaving you time to find backup if needed.

Example: Request sent at 7:00 AM the day before

Hours-before confirmation

For same-day or next-day appointments, send requests a few hours before. This works well for fast-moving schedules.

Example: Request sent 4 hours before appointment

Tiered approach

Use multiple confirmation touchpoints:

1. Initial request when assigned
2. Reminder the day before
3. Final reminder the morning of

What “pending confirmation” means

When you see an appointment in Pending Confirmation status:

• The interpreter has been notified
• They haven’t responded yet
• The appointment is not yet secure

Action: For urgent appointments, follow up directly if confirmation doesn’t arrive.

Handling declined confirmations

When an interpreter declines:

1. The appointment returns to Unassigned status
2. You’re notified immediately
3. The interpreter is removed from the assignment
4. You can re-offer or directly assign someone else

Decline reasons

Interpreters can provide reasons when declining:

• Schedule conflict
• Too far to travel
• Personal emergency
• Other (with note)

These reasons help you understand patterns and improve scheduling.

Configuration options

In your notification settings, you can configure:

Timing rules

• When to send the first request
• How many reminders to send
• How far apart reminders should be

Delivery channels

• Push notification (mobile app)
• Email
• SMS
• Multiple channels simultaneously

Auto-actions

• Auto-remind if no response within X hours
• Auto-unassign if no response by X time before appointment
• Notify admin if appointment remains unconfirmed within X hours

Best practices

1. Don’t over-notify — Too many reminders can cause fatigue and be ignored
2. Match urgency to timeline — Same-day appointments need faster confirmation cycles
3. Have a backup plan — Know what happens if confirmation doesn’t arrive
4. Track confirmation rates — Low rates may indicate notification delivery issues

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Learn about specific timing rules in Reminder timing rules.