eConfirmations

eConfirmations are automated text messages about upcoming appointments that also allow the patient to confirm their appointment.

In eServices Setup, click Automated Messaging.

When sending eConfirmations, the practice can send a confirmation code (e.g., reply C to confirm) or have the patient click a URL to confirm.

Activate / Deactivate eConfirmations

eConfirmations can be activated or deactivated as needed.

After activating eConfirmations, set up eConfirmation Rules.

eConfirmation Rules

To edit an existing eConfirmation Rule, double-click a Confirmation Rule from the Automated Messaging Rules grid. To add a new rule, click Add eConfirmation.

For information on adding and editing rules, see Edit Rule.

eConfirmation Exclusions

To exclude eConfirmations from being sent on certain days of the week (e.g., weekends), or certain days (e.g., holidays), set the eConfirmation Exclusion Days.

Troubleshooting

Troubleshooting resources:

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 notifies staff (those subscribed to the Patient Requested Callback alert).

Note: The alert created when the patient selects Request Callback cannot be deleted but will go away once the appointment status is changed or marked complete.

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

See Automated Messaging Advanced Settings to determine which appointment statuses allow eConfirmations.

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

Set the Exclude Automated Msgs setting in the Edit Patient Information. If text or email is selected, the patient will not receive eReminders or eConfirmations via the selected method. Select both to exclude all.

What happens if a patient has multiple appointments on the same day?

When a patient has multiple appointments on the same day, only one eConfirmation is sent for the patient's first appointment of the day. If a patient then replies to the confirmation, the eConfirmation marks all appointments on that day as confirmed.

My patient did not receive their eConfirmation, why would that be?

What happens if I have multiple eConfirmation rules and schedule an appointment inside the rule time frame?

When a new appointment is created and the send time for some rules have already passed, the rule closest to the appointment date/time will be used.

Why did my patient receive a message stating, "Confirmation Failed - Please contact your provider to confirm this appointment." or "This appointment is no longer at this date and time." when trying to confirm their appointment?

Is it possible to send eConfirmations manually instead of having them sent out automatically?

Yes, to send eConfirmations manually instead of automatically, do the following:

  1. In Definitions: Appt Confirmed, create a new confirmation status named ReadyForSend.
  2. In Automated Messaging Advanced Settings, under the Send eConfirmation column, uncheck the X for each status except the status ReadyForSend.

When you are ready to send an eConfirmation to a patient, change the appointment status to ReadyForSend. This ensures eConfirmations are only sent for an appointment if the status has been specifically changed.

The eConfirmation is sent using the eConfirmation Rule Send Time. To send the eConfirmation immediately upon changing the appointment status, set the send time to 180 days.