Support Center

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:

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.