WELL version 3.21 introduces the following features:

1. WELL Analytics
2. Extended Broadcast
3. Activity Timeout
4. Send/Suppress Automations Outside of TCPA hours
5. Customize {eventConfirmText}
6. Short Code Fallback

WELL Analytics

An embedded WELL Analytics dashboard will be available for Enterprise Users in Settings -> Enterprise Settings -> Analytics.

This will showcase important enterprise-level analytics specific to the enterprise which the user is logged into. Some examples include:

• See how many patients are responding to confirm, cancel, or reschedule their appointments—and what medium they used
• Track manual messages sent by individual users, practices, and lines
• Calculate your number of appointments reached

There are no actions users need to take to get access to this new feature, but if you would like more analytics beyond what is available, reach out to your account manager. 

Read more about the new analytics here.

Extended Broadcast

In the past, users could not send broadcasts to more than 30 patients at once. With this release, users will be able to reach up to 1000 patients! Also, in the past, in order to send a broadcast message to many patients, users had to select one-by-one (using Shift + Click) each channel to whom they wanted to direct a broadcast message even if the patient channels were consecutive within the incoming message view or schedule view. A user will be able to select multiple consecutive patient channels using Shift + Click, similar to how you select multiple files on a computer.

When a broadcast is sent to more than 30 patients, the first 30 messages will be sent from the practice's line. Any message beyond 30 will send to the patient via the WELL short-code (81906). This will have similar functionality to campaigns; patients can respond to the short code and the message will show up in the patient channel so your staff can address any response.

Read more about broadcast here.

Activity Timeout

An enterprise can set a session timeout period which will auto-logout an inactive user. The enterprise can designate this time threshold for all users.

If this feature is enabled by an enterprise, the end user will get a notification 1 minute prior to logout. They can choose to extend their session or logout. If they do not take action within 1 minute, the WELL system will automatically log the user out of the system.

Read more about activity timeout here.

Send/Suppress Automations Outside of TCPA hours

Telephone Consumer Protection Act (TCPA) is a federal statute enacted in 1991 designed to safeguard consumer privacy. This legislation restricts telemarketing communications via voice calls, SMS texts, and fax. In compliance with TCPA, communications to consumers can only be sent between 8am - 9pm. WELL currently respects theses hours; for example, 1 day reminders for 7 am appointments will reach the patient 8 am the day prior. 

With this feature, users will be able to decide which automations should or shouldn't respect TCPA hours. This toggle will be available under our automation editor in the "When should this automation be sent?" section.

Read more about how to set this up here.

Customize {eventConfirmText}

Previously, there was no way to customize the text verbiage in the {eventConfirmLink} Smart Phrases. With this release, the Smart Phrase {eventConfirmText} will allow users to customize the verbiage and include different translations.

Prior to this feature:

With this feature:

Users should utilize this feature in combination with Keyword Actions to allow for different responses from patients to confirm, cancel, or request to reschedule. This feature will be available for all enterprise users under Settings -> Enterprise Settings -> Default Settings.

Read more about how to set this up here.

Short Code Fallback

Sometimes messages will fail, but we have added more functionality to ensure the delivery of the message. Any outbound SMS/MMS message that fails to deliver from the practice line and its dedicated toll free line will now send from the WELL short code (81906). Similar to campaigns, if a patient responds to a message from the short code, the message will show up in their appropriate patient channel and then can be responded to by your staff. 

To read more about delivery of messages, feel free to read about it here.