Support Center

Sometimes users find themselves sending the same messages over and over to multiple patients due to a change in the schedule, inclement weather, or for other reasons. Instead of dropping everything to communicate a last minute change, you can quickly select up to 1000 patients per practice and send them all a customized message using Smart Phrases and Quick Response Templates.

Selecting Patients

1. From the Most Recent, Scheduled, or Pinned View, use the Search bar filters to identify a specific group of patients. Filters such as "Rescheduled"  or "Unconfirmed" can be used to narrow in on the Broadcast's audience. 
   
   
2. Hover over the last patient in the range of patients you would like to contact. Press and hold Shift + Click to select that series of patients.
   
   
3. After selecting at least one patient, a Broadcast module will pop up.
   
   
4. To select multiple consecutive patient channels press Shift + Click on the patient at the top of your list, then press Shift + Click on the final patient on your list to automatically select all patients that are in between.
   
   
5. To select or deselect individual patient channels, press Command + Option + Click (on a Mac) or CTRL+Click (on a PC) for the desired patients.

Sending a Broadcast

After selecting patients, users can begin to draft their message. Broadcast offers 3 types of messages. Broadcast will only send one message per patient. Broadcast defaults to text first, then phone call (if text unavailable), and finally email (if neither of the other options is possible). WELL only sends a message over text, call, or email if copy is entered for each option. Any option left blank will be skipped and undelivered. 

1. Select Type of Message (Text, Email, Call)
   
   
2. Enter Message or Quick Response including dynamic variables to allow customization for each patient.
   
   
3. Select Line for message to be sent from.
   
   
4. Review message and confirm number of patients, then use the Green Send Button

Examples​

Additional Notes on Deliverability

As noted above, there is a daily limit of 1000 total broadcast messages per day for each of your practices. If you attempt to send more than 1000 total messages in a day for that practice, you will receive an error message like the below.

Each unique phone line can send up to 30 messages per hour from that actual practice's phone number, but after the initial 30 messages they are sent via short-code, similar to campaigns.  This is done to ensure deliverability and to prevent phone carriers from perceiving the broadcast messages as spam.

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