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Broadcast Deliverability

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Table of Contents

Deliverability Limitations Broadcast Message Delivery Method

Let’s review the Broadcasts requirements and how those Broadcasts will be delivered to the patient based on their available contact methods and how the Broadcast messages were configured. 

Deliverability

There is a daily limit of 3,000 total SMS Broadcast messages per day, per Practice. All Broadcast Messages are sent by your Enterprise's high-volume toll-free number. This is done to increase deliverability and to prevent phone carriers from perceiving your phone number as spam. NOTE: Messages will be delivered from the high volume toll-free number, however, patient responses will be directed to the Line chosen.

If you attempt to send more than 3,000 total SMS Broadcast messages in a day for that Practice, you will receive the following error message:

Limitations

There are additional limitations to be aware of when sending Broadcasts: 

  • Broadcasts cannot be sent to Unverified Patients.
  • Broadcasts cannot be prescheduled to send. They must be manually created and sent each time they are needed. 
  • You cannot add Forms or Attachments to Broadcasts.
  • Broadcasts do not respect Patient Contact Preferences (see below).
  • You can only use Event type Smart Phrases (i.e {eventProviderName} when creating a Broadcast in the Scheduled view. These Smart Phrases are not supported for Broadcasts created from the Recent Messages or Starred views.

Broadcast Message Delivery Method

Patient Contact Preferences

Broadcasts do not respect contact preferences, including Do Not Contact. It does respect a patient's SMS Consent Status. 

Just like with Automations, a patient will never receive more than one message per Broadcast. If you create messages for all delivery methods within your Broadcast, Artera will follow the below hierarchy to deliver your message:

  1. Text
  2. Call
  3. Email

Patients only receive a call if Artera determines that the patient's phone number cannot receive text messages for some reason (i.e. if the number is a landline and has opted out of SMS). Additionally, patients will only receive an email if their phone number is invalid.

Broadcasts Delivery

The following tables indicate how the Broadcast will be delivered to a patient based on the Broadcast Message setup (i.e. does the Broadcast include messages for text, call, or email) and the patient’s contact details:


Patient has Cell Phone


Text 
Broadcast

Call Broadcast

Email Broadcast

Text, Call Broadcast

Text, Email Broadcast

Call, Email Broadcast

Text, Call, Email Broadcast

SMS Consent Status: Opted In

Sent as SMS

Sent as Voice

Not Sent

Sent as SMS

Sent as SMS

Sent as Voice

Sent as SMS

SMS Consent Status: Opted Out

Not Sent

Sent as Voice

Not Sent

Sent as Voice

Not Sent

Sent as Voice

Sent as Voice


Patient has Cell Phone and Email


Text 
Broadcast

Call Broadcast

Email Broadcast

Text, Call Broadcast

Text, Email Broadcast

Call, Email Broadcast

Text, Call, Email Broadcast

SMS Consent Status: Opted In

Sent as SMS

Sent as Voice

Sent as Email

Sent as SMS

Sent as SMS

Sent as Voice

Sent as SMS

SMS Consent Status: Opted Out

Not Sent

Sent as Voice

Sent as Email

Sent as Voice

Sent as Email

Sent as Voice

Sent as Voice


Patient has Cell Phone, Landline, and Email


Text Broadcast

Call Broadcast

Email Broadcast

Text, Call Broadcast

Text, Email Broadcast

Call, Email Broadcast

Text, Call, Email Broadcast

SMS Consent Status: Opted In

Sent as SMS

Voice to Cell #

Sent as Email

Sent as SMS

Sent as SMS

Voice to Cell #

Sent as SMS

SMS Consent Status: Opted Out

Not Sent

Voice to Cell #

Sent as Email

Voice to Cell #

Sent as Email

Voice to Cell #

Voice to Cell #


Patient has Landline


Text Broadcast

Call Broadcast

Email Broadcast

Text, Call Broadcast

Text, Email Broadcast

Call, Email Broadcast

Text, Call, Email Broadcast

SMS Consent Status: Opted In

Not Sent

Sent as Voice

Not Sent

Sent as Voice

Not Sent

Sent as Voice

Sent as Voice

SMS Consent Status: Opted Out

Not Sent

Sent as Voice

Not Sent

Sent as Voice

Not Sent

Sent as Voice

Sent as Voice


Patient has Landline and Email


Text Broadcast

Call Broadcast

Email Broadcast

Text, Call Broadcast

Text, Email Broadcast

Call, Email Broadcast

Text, Call, Email Broadcast

SMS Consent Status: Opted In

Not Sent

Sent as Voice

Sent as Email

Sent as Voice

Sent as Email

Sent as Voice

Sent as Voice

SMS Consent Status: Opted Out

Not Sent

Sent as Voice

Sent as Email

Sent as Voice

Sent as Email

Sent as Voice

Sent as Voice


Patient has Email


Text Broadcast

Call Broadcast

Email Broadcast

Text, Call Broadcast

Text, Email Broadcast

Call, Email Broadcast

Text, Call, Email Broadcast

SMS Consent Status: Opted In

Not Sent

Not Sent

Sent as Email

Not Sent

Sent as Email

Sent as Email

Sent as Email

SMS Consent Status: Opted Out

Not Sent

Not Sent

Sent as Email

Not Sent

Sent as Email

Sent as Email

Sent as Email

delivery broadcast deliverability truth table

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