Enterprise Users can configure Recall Triggers to be deployed across Practices. This ensures organizational consistency by centralizing control over message timing and brand voice.

Create a New Recall Trigger

1. From the Navigation Bar, select Automations > Triggers.
   
2. Select Create New in the top-right corner.
3. Add a Trigger Name. This will serve as the Trigger's title, so be sure to use consistent naming conventions. Next, select Recall from the Trigger Module drop-down and determine which Resource this Trigger should be sent from.
   Tip: Resource types are Provider, Location, Device, and General. Many customers send by Location Resource.
   
   NOTE: As you progress through each step, the Details panel on the right-hand side will update with the Trigger's information.

Configure Artera Practices

1. Select the Practices that will send the Recall Trigger. NOTE: By default, all Practices are auto-selected. 
   

2. Locate and include Practices by selecting the Selected Practices tab and using the search bar. Simply check the box next to each Practice to add it to the Trigger.
   Tip: For larger Enterprises, update the Rows per page to 100 for easier navigation.

1. To select all search results at once, check the box to the left of the Practices column header.
   

Configure Filters

Audience

1. Set your Audience filters to specify the patient segment for this Trigger. This ensures the Trigger only activates for patients who meet your defined requirements
   NOTE: By default, if you leave an audience filter blank, Artera interprets this as "all". For example, if left blank, the "System Status" filter will include all System Statuses, including "Canceled." To ensure the Trigger is delivered to the correct audience, filter by the appropriate audience fields.
   

   1. System Status: These are the default Recall categories within Artera. These have been synced with your EMR's status fields to ensure data consistency across both systems. The available System Statuses are: Active, Canceled, Completed.
   2. Portal Status: These statuses indicate whether the patient is enrolled in your Patient Portal. Portal information is configured during implementation and not all EMRs support sending this. The available Portal Statuses are: Enrolled, Unenrolled.
   3. Patient Sex: Segment your patient population based on sex. You can choose a single option for this filter: Male, Female, or Unknown (where sex is not included or has been omitted).
   4. Patient Age: Use this filter to include the age of the patient as a restriction. This can be a specified value or an age range.

Event

1. Navigate to the Event tab and select the Events eligible for this Trigger.
   NOTE: If a Trigger is configured with only one Event and that Event gets disabled, the Trigger will send to all patients. Therefore, it is important to ensure that you stop the Trigger if the Event associated with the Trigger is disabled. Click here to learn about disabling Events.
   
   1. By default, all Events across your Artera Enterprise are selected. To narrow your selection, navigate to the Selected recalls tab and use the search bar to find specific Recall types. To select all search results at once, check the box to the left of the Recall column header.
      Tip: For larger Enterprises, update the Rows per page to 100 for easier navigation.
   2. Determine if the Event(s) selected should follow inclusionary logic by selecting Include or exclusionary logic by selecting Exclude. In some instances, it may be easier to exclude the Events or Resources that you do not want to send a Trigger to rather than to include all the ones you do. Click here to learn more.
      

Resources: Provider, Location, Other

1. Select the tab corresponding to the Resource type (Provider, Location, or Other) that you want to filter the Trigger by. The "Other" tab will only display if your Enterprise consists of Device or General Resources.
   NOTE: If a Trigger is configured with only one Resource and that Resource gets disabled, the Trigger will send to all patients. Therefore, it's important to ensure that you turn the Trigger off if the Resource associated with the Trigger is disabled. Click here to learn about disabling Resources.
   1. Provider
      1. By default, every provider in your Enterprise included. To filter for specific providers, navigate to the Selected Providers tab. You can search for a provider by name, External ID, or Practice. To select all search results at once, check the box to the left of the Provider column header. Tip: For larger Enterprises, update the Rows per page to 100 for easier navigation.
      2. Determine if the Provider(s) selected should follow inclusionary logic by selecting Include or exclusionary logic by selecting Exclude. In some instances, it may be easier to exclude the Providers that you do not want to send a Trigger to rather than to include all the ones you do. Click here to learn more.
         
         
   2. Location: 
      1. By default, all Locations across your Artera Enterprise are selected. To filter by specific Locations, navigate to the Selected Locations tab. You can search for a Location by name, External ID, or Practice. To select all search results at once, check the box to the left of the Location column header. Tip: For larger Enterprises, update the Rows per page to 100 for easier navigation.
      2. Determine if the Location(s) selected should follow inclusionary logic by selecting Include or exclusionary logic by selecting Exclude. In some instances, it may be easier to exclude the Location that you do not want to send a Trigger to rather than to include all the ones you do. Click here to learn more.
         
         
   3. Other (Device and General)
      1. Determine whether to include or exclude the Device or General Resources. In some instances, it may be easier to exclude the Resources that you do not want to send a Trigger to rather than to include all the ones you do. Click here to learn more.
         NOTE: The "Other" tab will only display if your Enterprise has Device and/or General Resources loaded into Artera.
         
         

Review Filters

Before you proceed to the next step, review your filters. Do note that if you selected any Practice that does not contain the Event(s) and/or Resource(s) applied when filtering, that Practice's patients will still receive the Trigger because Practices override filters. This may result in confusion. Be sure to only select Practices where the Event and Resource filters applied exist. To prevent patients from receiving an incorrect Trigger, remove any selected Practice(s) that do not have these Events and/or Resources. 

To identify which Practices should be included:

1. Review the Details side panel and select the "Include #" hyperlink beneath Event Filters and/or Resource Filters.
   
2. The Practice(s) in which the Event or Resource Filters exist in will display in a bulleted list. The order of information displayed in a bullet is: Event or Resource Filter name, Practice name, Event or Resource External ID.  
   NOTE: If there are 100 or more filters applied to a Trigger, the "Details" side panel will not display a complete list of Practices that include those items.
   

Configure Trigger Messaging

Draft your messages for each supported channel: Text, Call, and Email. While you can customize content for all three, you only need to complete the methods you intend to use. To learn how to include translations in Trigger messages, click here.
NOTE: Patients will only receive one message based on their communication preferences, even if multiple methods are configured. 

We recommend keeping text content short in order to optimize the patient experience. Emails can be longer and require a subject line. Calls should be configured to be more conversational. When a patient receives an automated phone call, they must answer with "hello" or another greeting to prompt the message to begin. 
NOTE: Artera uses answering machine detection to listen to the answered greeting of the call and determine whether or not to deliver the message as a voicemail. For more information, click here.

Text messages must be under 1,600 characters, otherwise, the message will fail to send to the patient. Learn more about SMS Character Limits and Message Formatting Guidelines. Click here for a deep dive into crafting a message to support multiple languages or adding attachments.

Click here for a deep dive into crafting a message to support multiple languages and adding attachments, as needed.

Quick Responses

Save time crafting your Recall Trigger's message by leveraging your Enterprise's existing Default-level Quick Responses. 

Merge Messages

Determine if you would like to merge similar messages for patients with multiple Recalls on the same day. Click here to learn more about Merged Messages.

Configuring Merged Messaging

To enable Merge Messaging, select the Yes radio button. A new template field will appear for your Merged Message copy.
NOTE: If your Trigger uses multiple delivery methods (e.g., Text and Email), you must provide Merged Message copy for each method before proceeding.
NOTE: Merged Messages are only available in the languages already configured for your original Trigger message. To add a new language to a Merged Message, you must first add that translation to the primary Trigger message.

Merge Messages Considerations

• Only messages within the same Trigger can be merged. Distinct Triggers operate independently and cannot be combined. For instance, if one Trigger is set up to send a reminder for Dr. Jacobson and a second Trigger sends Recall messages for Dr. Smith at a separate Practice, the patient would still receive two messages: one for Dr. Jacobson and one for Dr. Smith. 

• Triggers that are configured to send from different lines can be merged as long as they are in the same Practice.

• Merge Messaging is based on the individual patient, not the phone number. If multiple patients share a single contact number (e.g., family members), their notifications will not be merged. Each patient will receive their own distinct message, even if they have identical appointment types on the same day.

Set Recall Trigger Timing

Next, determine when the Recall Trigger should be sent to the patient (e.g. 2 Days after the Recall is created, 4 Hours After the System Status Change, etc.). Learn more about the available Recall Triggers and what they entail here.

Recall Triggers consist of five message events, each with specific send rules (see below). For two of these events—, Recall Time and Recall Created, you can configure a custom time offset to determine exactly when the message is delivered.

Recall Triggers

• Recall Time: Send the Recall Trigger based on when the Recall is "due" (e.g. send 4 weeks before the Recall should occur for the patient).
• Recall Created: Send the Recall Trigger based on when the Practice created the Recall (e.g. send 15 minutes after Recall was created).
• System Status Change: Send the Recall Trigger based on when the status of the Recall has changed (e.g. send when Recall changes from Active to Cancelled).
• Date or Time Change: Send the Recall Trigger if the Date or Time of the Recall has been updated (e.g. Recall was 6 months, but now needs to be 3 months based on labs).
• Location Change: Send the Recall Trigger if the Location associated with the Recall changes (e.g. Recall was for a specific clinic, but clinic location closed).

Send Rules

Send Only on Business Days?

This rule is only available for "Recall Time" or "Recall Created" Triggers. 
NOTE: This setting is only available if the Recall Trigger is scheduled to send at least 15 minutes after the chosen message event. Otherwise, the option will be grayed out and cannot be enabled.

Business Days are determined by your Practice and Line Hours. Any day that your Practice or line is open for any duration of time counts as a Business Day in Artera.

Impact

If you restrict a Recall Trigger to send only on Business Days and the message is set up to send 1 Day Before the Recall is due, patients with Recalls that fall directly after the weekend will receive their message during your last business day. 

For example, if your Practice is closed on Saturday and Sunday, Triggers for Monday's Recalls will be sent the Friday before the Recall rather than on Sunday. 

NOTE: In Practices set up for one-way messaging, all days are Business Days, so this toggle does not impact your Recall Triggers. 

System Status Change Ignores Business Hours

If you configure the Recall Trigger to occur upon the message event of "System Status Change "(e.g "Active" to "Complete"), the Recall Trigger will go out regardless of Business Days. Instead, the timing of the message depends on when your EMR sends status updates to Artera.

Suppress Conversation for same-day appointments?

When using the "Recall Created" message trigger, you can choose to not send the patient an Instant Booking message for their same-day Recall.

TCPA (Telephone Consumer Protection Act) Guidelines

Artera enables you to send or suppress automated reminders based on TCPA guidelines. Choose between sending the message immediately, scheduling the message within the TCPA guidelines, or not sending the message at all. Click here for a full breakdown of TCPA Hours and how it impacts messaging.

When configuring Recall Triggers, we typically recommend choosing to Adjust Delivery Time when available, which will respect TCPA hours. 

Review Trigger

1. Review the details of the Recall Trigger, ensuring all of the information is correct. To make changes, select Back to navigate through the Trigger steps. 
   Tip: To review the Trigger in different languages, use the drop-down menu located under Message.
   

2. Select Create to finish creating the Recall Trigger or Create and Turn On to finish creating the Recall Trigger and allow it to start sending messages to patients.

Managing Trigger

It is important to have a Recall Trigger strategy to ensure that your Triggers stay up to date over time. Click here to learn more.

Editing a Trigger

As an Enterprise user, you can edit Recall Triggers so that the Triggers are updated for all Practices that use them:

1. Navigate to Triggers.

2. Select the Recall Trigger you wish to edit by clicking its three-dot Action menu on the right side and choose Edit.

3. Change desired section: Conversation Type, Conversation Content, Conversation Timing, or Conversation Aggregation.

4. Select Update when done to save your changes.

Creating Triggers From Template

You can create Triggers and then use them as a template for new Triggers that have similar functionality. 

1. Navigate to the Actions menu of the Trigger you would like to copy by selecting the (...) Actions menu. Select Duplicate.
   

2. Edit the appropriate sections.

3. Once you have reviewed your Trigger, select Create or Create and Turn On.

FAQs

I created a Recall Trigger, do I need to navigate to the Practice-level to enable it?

All Triggers are centrally located and managed through Triggers. You cannot build, configure, filter, or turn on a filter at the Practice-level.

What Time Offset Intervals can be used to configure Recall Triggers to send based on minutes?

Minutes offset can either be 0 or a minimum of 10 minutes. Then, you can offset the delivery of these messages in 5-minute increments. Recall Time and Recall Created can be configured with a time offset. However, for systems that complete a batch update once per day (typically overnight), we recommend avoiding 0-minute time offsets when building Triggers. By having a time offset of 10 or more minutes, you will be able to configure the Trigger to respect TPCA Hours and not send to the patient overnight when the batch file is received.