Support Center

When creating and editing automations it is good to keep in mind a few things.

First, you will want to be mindful of the amount of automated messages a patient receives. Sometimes, if there are too many automations for a practice or enterprise, a patient could end up receiving many texts because their appointment info meets the logic of many automations. We suggest the less automations, the better. If you only have to send a handful of automated messages infrequently, we suggest utilizing broadcasting or campaigns.

Second, you will want to 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.

Third, you will want to ensure the delivery of the message. Sometimes text messages will fail due to the content of the text message appearing as spam to the carrier. From what the team at WELL has observed, the delivery of automations are most successful when they meet the following:

1. Less than 160 characters.
2. Includes at least 2 smart phrases, preferably 3. One of which should be unique to the patient, like {clientFirstName} or {eventDateAtTimeShort}
3. Duplicate of the same message are not sent in one day.
4. Include long links, because they will automatically be shortened.
5. Sending the appropriate messages securely. 

Below are examples of automations that meet our best practices guidelines.