eConfirmations Setup

eConfirmations are automated text message and/or email reminders about upcoming appointments that also allow the patient to e-confirm.

General Steps

  1. Signup for eConfirmations. Service fees apply. See Signing up for eServices.
  2. Create eConfirmation rules. Rules determine when and how an eConfirmation is sent, and the eConfirmation message.
  3. Specify the Appointment Confirmation Status to apply to appointments when an eConfirmation has been sent, accepted, not accepted, or fails.
  4. Activate the eConfirmation service.

Webinar: Automated Messages: eReminders and eConfirmations

Create eConfirmation Rule

eConfirmation rules determine when eConfirmations are sent, the delivery method, and the message text. One future day rule can be created per clinic.

Note: When there are multiple clinics, you can create default rules that are used by all or some clinics, or different rules for each clinic. Automation can also be turned on/off per clinic.

  1. In the Main Menu, click eservices then eConfirmations.
  2. Select the clinic and any clinic-specific settings.
    • To create default rules, select Defaults as the clinic, then create the rules.
    • To apply default rules to a clinic, select the clinic, then check Use Defaults.
    • To create clinic-specific rules, select the clinic, uncheck Use Defaults, then create the rules.
    • To turn on/off automation by clinic, select the clinic, then check/uncheck Enable Automation for Clinic.
  3. Click Add Confirmation to create a new rule, or double click an existing rule to edit.
  4. Enable: By default this is checked, meaning the rule is turned on and active. Uncheck to disable the rule.
  5. Send Time: Set how far in advance of the appointment, in hours or days, the eConfirmation should be sent.

    Note:
    • Entering 0 for both days and hours will disable the rule without deleting it
    • The automated eServices schedule also affects send time. See eServices Setup Miscellaneous Tab.

  6. Send Order: Select how eConfirmations will be sent.

    • Check Send All to send via text message and email, if patient has both options.
    • Or, set a specific delivery method order. The method listed first will be attempted first. If unsuccessful, the second method will be attempted. If that is unsuccessful, the third method will be attempted. Highlight a method, then click the up/down arrows to reorder it. Options include:
      • Preferred: Use the patient's preferred confirmation method to send the message.
      • Text: Send text messages.
      • Email: Send email messages.

        To send text messages, sign up for Integrated Texting. To send emails, set up email.

  7. Customize the eConfirmation message for text messages and/or emails.

    • Text Message: The text used for text messages.
    • Email Subject and Body: The subject line and body text used for emails.

      To insert data from the database into the message text, use Template Replacement Tags.

      • [ApptDate]: The date of the appointment.
      • [ApptTime]: The start time of the appointment.
      • [ApptTimeAskedArrive]: The time the patient is asked to arrive. (Time Ask to Arrive)
      • [ClinicName]: The name of the clinic.
      • [ClinicPhone]: The phone number of the clinic.
      • [NameF]: Patient's first name.
      • [PracticeName]: The practice name.
      • [PracticePhone]: The practice phone number.
      • [ProvAbbr]: The abbreviation for the provider the appointment is scheduled with.
      • [ProvName]: The provider the appointment is scheduled with.
      • [ConfirmCode]: Include the short code C in an integrated text message. Example: Reply [ConfirmCode] to confirm = Reply C to confirm. When patient texts back a C, the appointment confirmation status will change to the Accepted status.
      • [ConfirmURL]: Creates a URL link the patient can click to confirm their appointment or request a call back.

  8. Click OK to save the rule.

We recommend testing the rule and message prior to sending. Make sure you meet character limitations, that replacement tags work, and that the message appears as intended.

Aggregated Messages

When one or more appointments on the same day share a common patient email address and/or wireless phone number, the associated eConfirmations will be grouped together into one long text message or email. If a patient responds to the eConfirmation, it will change the confirmation status for all appointments in the message.

To customize aggregated messages:

  1. On the Edit eConfirmation Rule window, click Advanced.
  2. Change the text message and email templates as needed. See below for a description of each field.
  3. Click OK to save and return to the Edit eConfirmation Rule window.

Note: Clicking Cancel to close the window will also close the Edit eConfirmation Rule window without saving any settings.

Template Replacement Tags: A list of valid template replacement tags that can be used to insert data from the database into the message.

Aggregated Text Message

Aggregated Email Message

The text message and email templates above would result in the following message:

Appointment Confirmation:

Ann is scheduled for 3:45 pm on 3/24/2018 at North Clinic.

Jerry is scheduled for 4:45 pm on 3/24/2018 at North Clinic.

Goto http://od.ag/c/HQpxDyE for confirmation options, or call 555-555-5555.

Confirmation Status Options

Each time an eConfirmation is sent, the appointment confirmation status can also update automatically. Status options list under the Confirmation Statuses grid.


eConfirmation Settings: Set the default status to apply in for each circumstance:

How can I prevent an eConfirmation being sent for a specific appointment/patient?

To the appointment, apply a confirmed status that is marked as Don't Send for eConfirmations. To mark a status as Don't Send:

  1. In the Confirmation Statuses grid, double click the appointment confirmation status.
  2. On the Edit Definition window, check Exclude when sending under eConfirmations.

Example: Ignore appointments that are already marked confirmed.

How do I stop the system from automatically updating the appointment confirmation status when an eConfirmation is sent?

To the appointment, apply a confirmed status that is marked as Don't Change for eConfirmations. To mark a status as Don't Change:

  1. Under Confirmation Statuses, double click the appointment confirmation status.
  2. On the Edit Definition window, check Exclude when confirming under eConfirmations.

Allow eMessages from Appts w/o Clinic

This is a general option that applies to both eReminders and eConfirmations when the clinic on an appointment is set to none.

Activate eConfirmations

When rules, confirmation status, and automation options are set up correctly, activate the service to begin sending eConfirmations.

On the Automated eReminders and eConfirmations tab, click Activate eConfirmations. The button label will toggle to Deactivate eConfirmations.

Note: To stop using the eConfirmations eService, click Deactivate eConfirmations, then contact Open Dental support to stop charges on your account.

Troubleshooting

eReminder and eConfirmation Troubleshooting

General eServices Troubleshooting

What happens when a patient clicks the eConfirmation URL and selects Request Callback?

The appointment status changes to the status selected for Not Accepted and an Alert in Open Dental will notify staff (those subscribed to the Patient Requested Callback alert).