When creating and editing automations it is good to keep a few things in mind.
Be mindful of the quantity of automated messages a patient receives. If there are too many automations for a practice or enterprise, a patient could end up receiving many text messages because their appointment info meets the logic of multiple automations. We suggest the less automations, the better. If you only need to send a handful of automated messages infrequently, we suggest utilizing broadcasting or campaigns instead.
Consider what the patient sees. It is best to keep your messages short, sweet, and to the point. If a message is too long, it can show up in multiple messages to a patient.
Ensure the delivery of the message. Sometimes text messages will fail due to the content of the text message appearing as spam to the phone carrier. The delivery of automations are most successful when they meet the following:
- Less than 160 characters.
- Includes at least 2 smart phrases, preferably 3. One of which should be unique to the patient, like {clientFirstName} or {eventDateAtTimeShort}
- Duplicates of the same message are not sent in one day.
- Include long links at the beginning or middle of the message; even though they will automatically be shortened if the link is at the end of the message it could be split to a second text message. Put the link in the beginning or middle of the message where possible.
- Note: If the message is broken into multiple messages, there is a risk that the portion of the text message with the hyperlink will be blocked by the phone carrier and then delivered via the fallback number. This will seem odd to a patient.
- Sending the appropriate messages securely.
Don't accidentally send messages too early. Be careful about marking 24 hour thank you messages (or another post-appointment text messages) to only send on business days.
- If you do this, automations sent for Friday appointments will be sent before the weekend occurs (which will end up being at or around the patient's appointment time on that Friday).
Verify resource names display appropriately. If you will be including a location name, practice name, or provider name in your automations (in other words, if you will use any Smart Phrases that pull these in dynamically), you need to ensure that:
- The Resource has a logical name in WELL. Do not rely on the default external location name that comes from your EMR.
- Ensure the friendly name is as short and abbreviated as possible. This is to ensure the message itself is as short as possible and helps avoid strange splits in the text message.
Below are examples of automations that meet our best practices guidelines.
Trigger | Intention | Message Body | Length | Sample |
Instant | We scheduled your appointment. |
{clientFirstName}, we've scheduled you an appointment at {lineName} on {eventDateAtTimeShort} at {eventLocationAddress}. |
127 | DANNY, we've scheduled you an appointment at GetWELL - Santa Barbara on 04/13/2019 12:05pm at 12 E CARRILLO, SANTA BARBARA, CA. |
7D Before Appointment Time |
Are you coming to your appointment? |
Hello {clientFirstName}, your visit is at {eventDateAtTimeShort}. Does this time still work? {eventConfirmText} or text with Qs. |
125 |
Hello DANNY, your visit is at 04/13/2019 12:05pm. Does this time still work? Reply Y to confirm, N to cancel or text with Qs. |
2D Before Appointment Time Appt Unconfirmed |
Hey are your coming your appointment? We really want to know. |
{clientFirstName}, will you please confirm your appt on {eventDateAtTimeShort} with {eventProviderName}? {eventConfirmText}. | 121 | DANNY, will you please confirm your appt on 04/13/2019 12:05pm with DR. JOSEPH TISCHLER? Reply Y to confirm, N to cancel. |
2D Before Appointment Time Appt Confirmed |
You've told us you're coming. Arrive Early. Map Link |
{clientFirstName}, {eventProviderName} is looking forward to seeing you on {eventDateAtTimeShort} at {eventLocationAddress}. Please arrive 15 min early. |
146 | DANNY, DR. JOSEPH TISCHLER is looking forward to seeing you on 04/13/2019 12:05pm at 12 E CARRILLO, SANTA BARBARA, CA. Please arrive 15 min early. |
1HR Before Appointment Time Appt Confirmed |
We'll see you soon! Here's a map link (helpful to ensure people show up on time) |
{lineName}: {clientFirstName}, see you soon! We're located at {eventLocationAddress}. Text or call with any questions. |
129 | GetWELL - Santa Barbara: DANNY, see you soon! We're located at 12 E CARRILLO, SANTA BARBARA, CA. Text or call with any questions. |
Instant Appt Status Change Appt Confirmed |
Thanks for confirming, encourage texting if changes. |
Thanks, {clientFirstName}, we're all set! Tap for details: {eventConfirmLinkOn} and please text us with any Qs! |
104 | Thanks, DANNY, we're all set! Tap for details: https://healthc.co/WELL-5 and please text us with any Qs! |
Thank you |
We're glad you came and have scheduled your next visit |
See you next year, {clientFirstName}! We look forward to seeing you for your next annual visit on {eventDate}. | 98 | See you next year, DANNY! We look forward to seeing you for your next annual visit on {eventDate}. |
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