Appointment Automations allow you to build automatic appointment reminders, appointment confirmations, and no-show/cancellation workflows. These Automations are designed to reduce appointment management overhead, decrease no-shows, and increase patient preparedness. 

Let's review our recommended Appointment Automation messaging and cadence. We will also provide a detailed explanation of how to build them.

What are Appointment Automations?

Appointment Automations are designed to get patients to confirm their upcoming appointments and provide additional messaging around the patient's appointment, such as follow-up surveys and appointment updates. 

Appointment Automation Overview Video

Appointment Language and Timing

The following Automations are designed to support Conversational Messaging. It is important to remember that these configurations are guidelines. Depending on how your Artera integration is configured, including the available data and sync timing, and how you have chosen to manage patient messages, these Automations may need to be adjusted.

Leading Practice Configuration

RELATED ARTICLES

• How to Create Default Appointment Automations
• How to Create Practice Appointment Automations
• Appointment Confirmations

COMPANION AUTOMATIONS

There are two Inbound Automations that we recommend for use in conjunction with your Appointment Automations. These are:

• Inbound Appointment Confirmation - Alternate Language
• Inbound Appointment Confirmation - Close Channel

Instant Booking

Default Automation Configuration

• Description: Instant Booking
• What should this automation say?
  • Text Message
    • English
      !!{clientFirstNameProperCase}, thanks for scheduling a visit with {eventProviderName} on {eventDateAtTimeShort} at {eventLocationAddress}. We look forward to seeing you!
    • Spanish
      !!{clientFirstNameProperCase}, gracias por hacer una cita con {eventProviderName} el {eventDateAtTimeShort} en {eventLocationAddress}. Esperamos verlo pronto!
• When should this automation be sent? 
  15 Minutes After Appointment Created 

• Recommended Send Rules
  • Send only on Business Days? No
  • Suppress automation for same-day appointments? No
  • TCPA Hours? Adjust Delivery

Practice Automation Configuration

• From which resource would you like to send this automated message?
  • This is commonly Location. However, you can also choose Provider, Device, or General, depending on your needs.
• Who would you like to send this to?
  • Event Restriction
    If you support multiple types of visits (Telehealth/Phone, etc) and they will have their own Appointment Automations, we recommend selecting those items from the Event Restriction drop-down and update the filter to Not of type. Its typically easier to exclude non-wanted event classes than to include all the desired events for standard Appointment Automations.
  • System Status Restriction
    Choose Booked. By only sending messages to patients with appointments in the Booked status, we ensure that patients with other statuses like No Show or Rescheduled do not receive these reminder automations. 

Appointment Confirmation - 7D Unconfirmed

Default Automation Configuration

• Description: Appointment Confirmation - 7D Unconfirmed
• What should this automation say?
  • Text Message
    • English
      !!Hi {clientFirstNameProperCase}, your visit at {eventLocationName} is on {eventDateAtTimeShort}. Does this time still work? {eventConfirmText}
    • Spanish
      !!Hola {clientFirstNameProperCase}, su cita en {eventLocationName} es el {eventDateAtTimeShort}. Todava funciona este horario? {eventConfirmText}
  • Call Message
    • English
      Hi {clientFirstNameProperCase}, your visit at {eventLocationName} is on {eventDateAtTimeShort}. Does this time still work? {eventConfirmText}
    • Spanish
      Hola {clientFirstNameProperCase}, su cita en {eventLocationName} es el {eventDateAtTimeShort}. Todava funciona este horario? {eventConfirmText}
• When should this automation be sent? 
  7 Days Before Appointment Time
  • Recommended Send Rules
    • Send Only On Business Days: No
    • TCPA Hours: Adjust Delivery

Practice Automation Configuration

• From which resource would you like to send this automated message?
  • This is commonly Location. However, you can also choose Provider, Device, or General, depending on your needs.
• Who would you like to send this to?
  • Event Restriction
    If you support multiple types of visits (Telehealth/Phone, etc) and they will have their own Appointment Automations, we recommend selecting those items from the Event Restriction drop-down and update the filter to Not of type. Its typically easier to exclude non-wanted event classes than to include all the desired events for standard Appointment Automations.
  • Patient Status Restriction
    Choose Unconfirmed. This ensures that patients who have already confirmed their appointment wont receive messages asking them to confirm their appointment.
  • System Status Restriction
    Choose Booked. By only sending messages to patients with appointments in the Booked status, we ensure that patients with other statuses like No Show or Rescheduled do not receive these reminder automations. 

Appointment Confirmation - 2D Unconfirmed

Default Automation Configuration

• Description: Appointment Confirmation - 2D Unconfirmed
• What should this automation say?
  • Text Message
    • English
      !!{clientFirstNameProperCase}, will you please confirm your visit on {eventDateAtTimeShort} with {eventProviderName}? {eventConfirmText}
    • Spanish
      !!{clientFirstNameProperCase}, por favor confirme su cita el {eventDateAtTimeShort} con {eventProviderName}. {eventConfirmText}
  • Call Message
    • English
      Hi {clientFirstNameProperCase}, your visit at {eventLocationName} is on {eventDateAtTimeShort}. Does this time still work? {eventConfirmText}
    • Spanish
      Hola {clientFirstNameProperCase}, su cita en {eventLocationName} es el {eventDateAtTimeShort}. Todava funciona este horario? {eventConfirmText}
• When should this automation be sent? 
  2 Days Before Appointment Time
  • Recommended Send Rules
    • Send Only On Business Days: No
    • TCPA Hours: Adjust Delivery

Practice Automation Configuration

• From which resource would you like to send this automated message?
  • This is commonly Location. However, you can also choose Provider, Device, or General, depending on your needs.
• Who would you like to send this to?
  • Event Restriction
    If you support multiple types of visits (Telehealth/Phone, etc) and they will have their own Appointment Automations, we recommend selecting those items from the Event Restriction drop-down and update the filter to Not of type. Its typically easier to exclude non-wanted event classes than to include all the desired events for standard Appointment Automations.
  • Patient Status Restriction
    Choose Unconfirmed. This ensures that patients who have already confirmed their appointment wont receive messages asking them to confirm their appointment.
  • System Status Restriction
    Choose Booked. By only sending messages to patients with appointments in the Booked status, we ensure that patients with other statuses like No Show or Rescheduled do not receive these reminder automations.

Appointment Confirmation - 1D Unconfirmed

Default Automation Configuration

• Description: Appointment Confirmation - 1D Unconfirmed
• What should this automation say?
  • Text Message
    • English
      !!{clientFirstNameProperCase}, are you coming to your visit with {eventProviderName} on {eventDateAtTimeShort}? {eventConfirmText}
    • Spanish
      !!{clientFirstNameProperCase}, Podr usted asistir a su cita con {eventProviderName} el da {eventDateAtTimeShort}? {eventConfirmText}
  • Call Message
    • English
      {clientFirstNameProperCase}, are you coming to your visit with {eventProviderName} on {eventDateAtTimeShort}? {eventConfirmText}
    • Spanish
      {clientFirstNameProperCase}, Podr usted asistir a su cita con {eventProviderName} el da {eventDateAtTimeShort}? {eventConfirmText}
• When should this automation be sent? 
  1 Days Before Appointment Time
  • Recommended Send Rules
    • Send Only On Business Days: No
    • TCPA Hours: Adjust Delivery

Practice Automation Configuration

• From which resource would you like to send this automated message?
  • This is commonly Location. However, you can also choose Provider, Device, or General, depending on your needs.
• Who would you like to send this to?
  • Event Restriction
    If you support multiple types of visits (Telehealth/Phone, etc) and they will have their own Appointment Automations, we recommend selecting those items from the Event Restriction drop-down and update the filter to Not of type. Its typically easier to exclude non-wanted event classes than to include all the desired events for standard Appointment Automations.
  • Patient Status Restriction
    Choose Unconfirmed. This ensures that patients who have already confirmed their appointment wont receive messages asking them to confirm their appointment.
  • System Status Restriction
    Choose Booked. By only sending messages to patients with appointments in the Booked status, we ensure that patients with other statuses like No Show or Rescheduled do not receive these reminder automations. 

Acknowledgment - Appointment Confirmed

Default Automation Configuration

• Description: Acknowledgment - Appointment Confirmed
• What should this automation say?
  • Text Message
    • English
      !!Thanks for confirming your visit, {clientFirstNameProperCase}! {eventProviderName} is looking forward to seeing you soon.
    • Spanish
      !!Gracias por confirmar su cita, {clientFirstNameProperCase}! Llame al {wellPhone} si tiene alguna pregunta.
• When should this automation be sent? 
  0 Minutes After Patient Status Change from Unconfirmed to Confirmed

Practice Automation Configuration

• From which resource would you like to send this automated message?
  • This is commonly Location. However, you can also choose Provider, Device, or General, depending on your needs.
• Who would you like to send this to?
  • System Status Restriction
    Choose Booked. By only sending messages to patients with appointments in the Booked status, we ensure that patients with other statuses like No Show or Rescheduled do not receive these reminder automations.

Acknowledgment - Appointment Cancelled

Default Automation Configuration

• Description: Acknowledgment - Appointment Cancelled
• What should this automation say?
  • Text Message
    • English
      !!{clientFirstNameProperCase}, your visit with {eventProviderName} at {eventDateAtTimeShort} is cancelled. Please text us to reschedule.
    • Spanish
      {clientFirstNameProperCase}, su cita {eventDateAtTimeShort} con {eventProviderName} est cancelada. Por favor envenos un mensaje de texto para reprogramarla.
• When should this automation be sent? 
  0 Minutes After Patient Status Change from Unconfirmed to Cancel

Practice Automation Configuration

• From which resource would you like to send this automated message?
  • This is commonly Location. However, you can also choose Provider, Device, or General, depending on your needs.
• Who would you like to send this to?
  • System Status Restriction
    Choose Booked. By only sending messages to patients with appointments in the Booked status, we ensure that patients with other statuses like No Show or Rescheduled do not receive these reminder automations.

Appointment Confirmation - 1D Confirmed

Default Automation Configuration

• Description: Appointment Confirmation - 1D Confirmed
• What should this automation say?
  • Text Message
    • English
      !!{clientFirstNameProperCase}, {eventProviderName} is looking forward to seeing you tomorrow at {eventDateAtTimeShort} at {eventLocationAddress}. Please arrive at {eventArrivalTime15}
    • Spanish
      !!{clientFirstNameProperCase}, {eventProviderName} espera verle maana en {eventLocationAddress}. Por favor llegue a las {eventArrivalTime15}.
  • Call Message
    • English
      {clientFirstNameProperCase}, {eventProviderName} is looking forward to seeing you tomorrow at {eventDateAtTimeShort} at {eventLocationAddress}. Please arrive at {eventArrivalTime15}.
    • Spanish
      {clientFirstNameProperCase}, {eventProviderName} espera verle maana en {eventLocationAddress}. Por favor llegue a las {eventArrivalTime15}.
• When should this automation be sent? 
  1 Days Before Appointment Time
  • Recommended Send Rules
    • Send Only On Business Days: No
    • TCPA Hours: Adjust Delivery

Practice Automation Configuration

• From which resource would you like to send this automated message?
  • This is commonly Location. However, you can also choose Provider, Device, or General, depending on your needs.
• Who would you like to send this to?
  • Event Restriction
    If you support multiple types of visits (Telehealth/Phone, etc) and they will have their own Appointment Automations, we recommend selecting those items from the Event Restriction drop-down and update the filter to Not of type. Its typically easier to exclude non-wanted event classes than to include all the desired events for standard Appointment Automations.
  • Patient Status Restriction
    Choose Confirm. This ensures that only patients who have confirmed their appointment receive this message. Preventing this message from going to unconfirmed, canceled, or rescheduled patients helps reduce confusion.
  • System Status Restriction
    Choose Booked. By only sending messages to patients with appointments in the Booked status, we ensure that patients with other statuses like No Show or Rescheduled do not receive these reminder automations.

Appointment Follow Up - Thank You

Default Automation Configuration

• Description: Appointment Follow Up - Thank You
• What should this automation say?
  • Text Message
    • English
      !!Hi, {clientFirstNameProperCase}, Thank you for coming to your appt with {eventProviderName}. We look forward to seeing you next time!
    • Spanish
      !!Hola, {clientFirstNameProperCase} Gracias por venir a tu cita con {eventProviderName} . Esperamos verte la prxima vez!
• When should this automation be sent? 
  0 Minutes After System Status Changes from Booked, Started to Completed OR 2 Hours After Appointment Time.
  • Recommended Send Rules
    • TCPA Hours: Adjust Delivery

Practice Automation Configuration

• From which resource would you like to send this automated message?
  • This is commonly Location. However, you can also choose Provider, Device, or General, depending on your needs.
• Who would you like to send this to?
  • System Status Restriction
    Choose Completed. By only sending messages to patients with appointments in the Completed status, we ensure that patients with other statuses like No Show or Rescheduled do not receive a thank you.

Appointment Follow Up - Survey

Default Automation Configuration

• Description: Appointment Follow Up - Survey
• What should this automation say?
  • Text Message
    • English
      !!Hi, {clientFirstNameProperCase}, thank you for coming in to your appt with {eventProviderName}. We look forward to seeing you next time! Please let us know how we did: (survey link)
    • Spanish
      !!Hola, {clientFirstNameProperCase} Gracias por venir a tu cita con {eventProviderName}. Esperamos verte la prxima vez!
• When should this automation be sent? 
  0 Minutes After System Status Changes from Booked, Started to Completed OR 2 Hours After Appointment Time.
  • Recommended Send Rules
    • TCPA Hours: Adjust Delivery

Practice Automation Configuration

• From which resource would you like to send this automated message?
  • This is commonly Location. However, you can also choose Provider, Device, or General, depending on your needs.
• Who would you like to send this to?
  • System Status Restriction
    Choose Complete. By only sending messages to patients with appointments in the Completed status, we ensure that patients with other statuses like No Show or Rescheduled do not receive a thank you.

No Show Follow Up

Default Automation Configuration

• Description: No Show Follow Up
• What should this automation say?
  • Text Message
    • English
      !!{clientFirstNameProperCase}, we're sorry that you missed your appt with {eventProviderName} on {eventDateAtTimeShort}. Please text us to reschedule.
    • Spanish
      !!{clientFirstNameProperCase} , lamentamos que hayas perdido su cita con {eventProviderName} a {eventDateAtTimeShort} . Por favor envenos un mensaje de texto para reprogramarla.
  • Call Message
    • English
      {clientFirstNameProperCase}, we're sorry that you missed your appointment with {eventProviderName} on {eventDateAtTimeShort}. Please call us to reschedule.
    • Spanish
      !!{clientFirstNameProperCase} , lamentamos que hayas perdido su cita con {eventProviderName} a {eventDateAtTimeShort}. Por favor envenos un mensaje de texto para reprogramarla.
• When should this automation be sent? 
  1 Days After Appointment Time
  • Recommended Send Rules
    • Send Only On Business Days: No
    • TCPA Hours: Adjust Delivery

Practice Automation Configuration

• From which resource would you like to send this automated message?
  • This is commonly Location. However, you can also choose Provider, Device, or General, depending on your needs.
• Who would you like to send this to?
  • System Status Restriction
    Choose No Show.