Artera has two separate settings menus, Practice Settings and Enterprise Settings, allowing you to configure your Practices and Enterprise to fit your needs: 

• Practice Settings: These settings are located within the Practice Settings menu and only apply to the Practice you are navigated to. These settings are covered in this article. 
  NOTE: Practice Settings are accessible by Manager and Enterprise Users.
• Default Settings: These settings are found in your Enterprise Settings menu and apply to all Practices within the Enterprise. NOTE: Enterprise Settings are only accessible by Enterprise Users. Click here to review Default Settings. 

Accessing Practice Settings

1. Select Settings in the Navigation Bar.
   
2. From the Practice Settings menu, choose Practice Settings.
   

Practice Settings

Practice Hours

Establish your Practice Hours to reflect when your Practice is open. This indicates the days and times that a patient can expect a response from your team. This is helpful when all lines in the Practice follow the same schedule. Click here to learn how business days can impact Triggers. 

1. If you have multiple schedules, start by selecting the days your Practice is open at the same time. For instance, Monday-Friday from 8:00 AM to 5:00 PM. Make sure to select each day (do not worry if the days appear out of order).
2. For your next schedule, select + Add Schedule. Perhaps you are also open on Saturdays from 8:00 AM - 6:00 PM.

NOTE: If your Practice does not use Conversational Messaging, you can set your Practice Hours with open time 1:00 AM to close time 1:01 AM for the days your Practice is considered open. For example, Monday through Saturday, 1:00 AM to 1:01 AM. This way, the After-Hours Auto-Response is always sent to patients who text in to the Practice. 

After-Hours Auto-Response

Set up an After-Hours Auto-Response to manage patient expectations when they text outside of Practice Hours. If your Practice doesn't use Artera for Conversational Messaging, use this feature to inform patients that the line is unmonitored and provide alternative contact methods.

To ensure a positive patient experience, Artera applies a 10-minute cooldown to After-Hours Auto-Responses. If a patient sends multiple texts, they will only receive the automated reply once every 10 minutes rather than after every individual message.
NOTE: The After-Hours Auto-Response will not be sent as an email to patients who email your Practice outside of its hours.

1. Enter the message you want people to receive if they text in after-hours.
   NOTE: Conversation Flows Smart Phrases can be placed into this field to trigger a Conversation Flow. Click here to learn more. 
2. Use Smart Phrases to customize the After-Hours Auto-Response.
3. To support a multi-lingual patient base, add translations by clicking the EN button and selecting your preferred language(s). Translations are only impactful when you have established Language Preferences in your EMR.

NOTE: Inbound Triggers take priority over After-Hours Auto-Responses. If a patient triggers an Inbound Trigger after hours, they will receive that targeted message instead of the After-Hours Auto-Response.

After-Hours Response Trigger Conditions

To prevent unnecessary messaging, Artera suppresses the After-Hours Auto-Response for short or non-textual interactions. An automated reply will not be triggered if a patient sends only an emoji, an image, or a message shorter than three characters.

Additionally, if the patient sends a message containing any of the words below that is fewer than 30 characters, the After-Hours Auto-Response will not send:

Thank you, Thanks, Thx, ok, okay, No, N, Cancel, confirm, confirmed, yes, Y, reschedule, S, Si, Voy a ir, Reprogram, Cambiar.

This prevents the patient from receiving a message if they were confirming their appointment or simply saying "thank you." However, if a patient's text contains one of the keywords above and contains a question mark "?", the After-Hours Auto-Response will send. This ensures the patient knows their question will not be answered outside of Practice Hours but that it was received.

Example Scenarios

Customize Secure Message

Update the text for Secure Messages sent to your patients from this Practice. Anything entered here will override the Customize Secure Message Default Setting. You do not need to make any updates here if you would like to use the default text.

If you would like to customize the Secure Message copy for your Practice, we recommend including the {clientFirstNameProperCase} Smart Phrase to ensure that the individual enters the correct identifying information for patients who share the same phone number (i.e. parent and child). You can also add translations to support patient language preferences.

Actions to Reopen Patient Channel

Choose which appointment responses will re-open the Patient Channel for users to address. The recommended settings are different depending on how your scheduling integration is configured. Selections here will override the Actions to Reopen Patient Channel Default Setting. You do not need to make any selection here and can use the default, if desired.

• For customers who do not send the Appointment Status from Artera to their EMR, we recommend choosing at least "Confirmed" and "Cancelled" from the drop-down. This ensures that users working the Inbox can update the schedule in the EMR with the patient response.
• For customers who send the Appointment Status from Artera to their EMR, we recommend leaving this setting set to "none" at the Default-level. Since the appointment is automatically updated in the EMR based on the patient's response in Artera, there is no reason to alert your staff. 
  NOTE: Leaving this setting set to "none" at the Practice-level does not mean that no appointment statuses will open Patient Channels. Instead, it means this Practice-level setting will follow what is configured for this setting at the Default-level. Click here to learn more about Default Settings.

Referral Statuses to Display on Facesheet

Indicate which Referral statuses will display a Referral on the Patient Facesheet. This is only relevant for customers who have implemented Artera's Referrals workflow. 
NOTE: This will override the Referral Statuses to Display on Facesheet Default Setting. You do not need to make any selection here and can use the default, if desired. 

Reschedule with Artera Success and Error Messages

The Reschedule with Artera workflow allows you to customize the message that patients receive when they successfully reschedule their appointment or when they encounter an unresolvable error after attempting to reschedule. If supported by your integration, you can also add translations to support patient language preferences. Click here to learn more about customizing these messages for your Practice. 

Success Message:

Error Message:

Patient Appointment Status Options

Select which Appointment Statuses the patient can choose from when responding to an appointment reminder. Most commonly, customers allow patients to cancel or confirm their appointments. However, you can also allow patients to choose reschedule, depending on your clinic needs. 
NOTE: This can also be set at the Default-level using Default Settings. If this setting is left blank for your Practice, then the Practice will default to the configuration used for this setting at the Default-level. 

Customize {eventConfirmText} Smart Phrase

Configure the {eventConfirmText} Smart Phrase to match your Practice's needs and include translations, as appropriate. Remember, this is included as part of Artera's Leading Practice Appointment Confirmation workflow. You can add "R" for Reschedule if you enabled the Reschedule option within the Patient Appointment Status Options and Actions to Reopen Patient Channel settings. 
NOTE: Customizing this Smart Phrase at the Practice-level will override the Default-level customization of this Smart Phrase. If this Smart Phrase is not customized for your Practice, then the Practice will use the template set for the Smart Phrase at the Default-level.  Click here to learn more about customizing this Smart Phrase.

Include Timezones in Smart Phrases

When enabled, this setting will incorporate your Practice's timezone within any outbound message that includes a Smart Phrase that references time. Those Smart Phrases are: {eventDateAtTime}, {eventDateAtTimeShort}, {eventArrivalTime}, {eventArrivalTime15}, {eventArrivalTimeXX}, {eventCreatedAtDateAtTime}, {referralCreatedAtDateAtTime}, {apptDateAtTimeShort}, {eventStartTime30}, and {eventStartTime60}. Click here to learn more about Smart Phrases.