Support Center

The WELL Holiday Management module makes configuring a holiday easy for your team.

By configuring a holiday in WELL, you accomplish two things at once:

• When a patient messages your practice, they will receive the Holiday Out-of-Office Message that you define.
• If there is an existing scheduled automation due to go out on a holiday, it will now be pushed to prior or post-holiday, depending on the settings of the automation.

For example:

• A patient has an appointment on December 26. You’ve configured a reminder to send one day prior to the appointment. Normally, this would send on December 25. When you set up a Christmas holiday in WELL on December 25, the reminder will instead send on December 24, ensuring this patient still receives their reminder while keeping their holiday text-free.

How do I access Holiday Management?

Enterprise Holiday Management

1. Open the Settings Panel.
2. Under Enterprise Settings, select Enterprise Holiday Hours.

Practice Holiday Management

1. Open the Settings Panel.
2. Under Practice Settings, select Practice Holiday Hours.

Line Holiday Management:

1. Open the Settings panel.
2. Under Practice Settings, select Lines.
3. Click on the line, then click Manage Holiday Hours.

Once I've accessed the Holiday Management module for my Enterprise, Practice, or Line, how do I configure a holiday?

Once you've accessed the Holiday Management module, you are able to perform the following actions at the entity level: 

1. Add a new Holiday.
2. Edit existing Holidays.
3. Delete existing Holidays.

To Add a New Holiday:

1. Open the Holiday Hours module for your Enterprise, Practice, or Line.
2. Select Add Holiday button in upper right-hand corner.
3. In this window, you are able to select the Holiday Name, Start Date, Start Time, End Date, and End Time for the Holiday.
4. You also have the ability to add a Holiday Out-of-Office Message to go out during the hours selected for the Holiday. This feature includes the ability to select the translations in which you wish the message to go out, per patient preference.
5. Toggle Recurring to "Yes" for a Holiday which recurs annually on the same day (ex: Christmas Day, New Year's Day, etc.).

To Edit an existing Holiday:

1. Open the Holiday Hours module for your Enterprise, Practice, or Line.
2. Select  on the Holiday that you're editing.
3. You now have the option to edit any of the settings (Holiday Name, Start Date, Start Time, End Date, End Time, and Holiday Out-of-Office Message) for that specific Holiday.

Note: You can only edit Holidays in the level you select. For example, if you are in the Practice Holiday Management module, you cannot edit the Enterprise Holiday.

To delete a Holiday:

1. Open the Holiday Hours module for your Enterprise, Practice, or Line.
2. Selecton the Holiday that you'd like to delete.
3. You now have the option to delete the Holiday using the red Delete Holiday button in the upper-right of the Holiday Configuration screen.

Holidays can be created at the Enterprise, Practice, and/or Line levels. How does the WELL system determine which holiday to respect if there is an overlap?

Each lower-level entity inherits the Holiday defined at the higher-level entity if there is no overlap in dates. Holidays created at the Enterprise level are automatically inherited by the Practice or Line levels, unless there is an overlapping holiday defined at the Practice or Line.

For example:

• Let's say you've created an Enterprise Holiday from November 22 @ 12:01AM to November 23 @ 11:59 PM.
• Let's say the Pediatric Practice wants to send a special Holiday Out-of-Office Message over the same time period.
  • You can instruct a manager user at the Pediatric Practice to create a new Practice Holiday over the same time interval with their special Holiday Out-of-Office Message.
• Now, any patient who messages into the Pediatric practice will receive the special Practice-level Pediatric message. Any patient who messages into the Dermatology practice will receive the generic Enterprise message.

A Holiday configured at the Enterprise level can be disabled at the Practice level or Line Level. This is useful if one practice or line remains open during the Holiday as an exception to the rest of the enterprise.

What if a few of my practices or locations are open during the holiday, but the rest of the enterprise is closed?

In this scenario, we advise that you set up an Enterprise Holiday for the full time period that the majority of your practices are closed.

If a specific practice is working during the Holiday, you can Add a Practice or Line Level Holiday, and toggle the My Practice (or Line) is open on this holiday to "Yes."

If there is an Enterprise Holiday overlapping over the same interval, this Practice or Line Level Holiday will serve to negate that Holiday for your specific clinic.

We have an after-hours auto-response defined for our practices. If I configure a Holiday, and a patient messages in after hours during the Holiday, will the patient receive two auto-response messages?

No. In this scenario, we will prioritize the Holiday message. The out-of-office message will not send.

What if I want automations to be sent during the holiday?

1. In the menu, go to Practice Settings.
2. Set your Open Time to 1:00 AM and Close Time to 1:01 AM
3. Feel free to change your after hours message to incorporate a holiday greeting.
4. On  the next open business day, remember to update your Office Hours first thing in the morning.

Note: We suggest to not set up the holiday hours if you choose this method.