Artera enables you to send or suppress Triggers based on TCPA (Telephone Consumer Protection Act) guidelines. Choose between sending the Trigger's message, scheduling the Trigger's message to send within the TCPA guidelines, or not sending the message at all.

Consider TCPA (Telephone Consumer Protection Act) Guidelines

Use the TCPA settings in the Triggers configuration (under 'When should patients receive this message?') to enable or suppress messages according to compliance guidelines.

Instant Triggers

There are two options you can select from when setting up "instant" Triggers (e.g. Acknowledgement Confirmation, Appointment Follow up, etc.).

• Do not send message at all: Any Trigger scheduled to send to the patient outside of TCPA hours will not send at all. 
  • Example: If the Trigger is scheduled to send "0 minutes after Patient Status Change" and the patient confirms their appointment at 10:00 PM, then the message will not be sent to the patient.
• Send it anyway, even if it alls outside of TCPA hours: Any Trigger scheduled to send outside of TCPA hours will send at the time they are scheduled.
  • Example: If the Trigger is scheduled to send "0 minutes After Appointment Created" and the appointment was booked at 7:30 AM, then the message will be sent to the patient at 7:30 AM.

Scheduled or Timed Triggers

There are three options you can select from when configuring scheduled or timed Triggers (e.g. Appointment Confirmation, Instant Booking, etc.).

• Adjust delivery time to send only during TCPA hours: Any Trigger scheduled to send outside of TCPA hours will be moved to either 8:45 PM the night prior to their scheduled delivery or 8:00 AM the morning after the scheduled delivery time. This is accomplished through batch processing. Triggers scheduled to send between 9:00 PM and 2:50 AM are batched and sent earlier than their scheduled time. That batch job runs between 8:00-9:00 PM. Triggers scheduled to send between 2:51 am and 8:00 am are sent the next morning. That batch job runs between 8:00-9:00 AM.
  • Example: If a patient has a 4:00 PM appointment and a Trigger's message was configured to send 6 hours after the appointment (arriving at 10:00 PM), Artera will instead send the message in a batch job between 8:00-9:00 PM the night before.
  • Alternatively, if the patient has a 9:00 AM appointment and the Trigger's message is configured to send 3 hours before the appointment (arriving at 6:00 am), it will instead send at 8:00 AM on the morning of the appointment.
  • Same-Day Triggers will not be sent to patients with appointment times prior to 8:00 AM. For example, if a patient is scheduled for a 7:45 AM Telehealth visit and are set up to receive a virtual visit link to join before their visit, this message will not be sent to the patient if the "Adjust delivery time" option is selected. Consider using the "Send it anyway..." option for time-sensitive Triggers like these. 
  • NOTE: When a Trigger is enabled and configured to "Adjust delivery time," messages that fall outside of TCPA hours within the next 24 hours may not be delivered to patients as it can take up to 24 hours for the batch processing to begin including the Trigger.
• Do not send the message at all: Any Trigger scheduled to send to the patient outside of TCPA hours will not send at all.
  • Example: If a patient has a 4:00 PM appointment and the Trigger's message is configured to send 6 hours after the appointment (arriving at 10:00 PM), then the message will not be sent to the patient.
• Send it anyway, even if it falls outside of TCPA hours: Any Trigger scheduled to send outside of TCPA hours will send at the time they are scheduled.
  • Example: If the patient has a 10:30 AM appointment and the Trigger's message is configured to send out 3 hours before the appointment, it will send at 7:30 AM on the morning of the appointment.