Learn how to develop automations and modify existing ones. Additionally, gain guidance on how to utilize valid responses effectively.

Access the Automation Menu
– Click on the menu (the pillar icon) at the top right of your screen
– Select ‘Send Query Automation’
– TDO provides sample automations you can adjust and use immediately
– To enable Automation:
– In the Automation area, click the checkbox on the left to enable message automation
– Before enabling, ensure all columns are properly set up
Configure Appointment Confirmation:
– Set the automation to trigger 3 days before the appointment
– Select the desired message template
– Set appropriate time ranges to avoid sending messages too early or too late
– Choose your time zone and the days of the week to send messages
– Use the copy icon to duplicate and the trash can to delete automations
– *The ‘Allowed Days’ column will be available soon
– Customize Templates and modify templates as needed
– Watch the Template Designer video for more details
Monitor Message Delivery
– Patients with unconfirmed appointments will receive a text message automatically
– Messages appear in the ‘Awaiting Reply’ area of your dashboard
– Track progress and confirmation status from the dashboard and calendar
– Confirmation Status
– A green phone icon appears in the calendar once the patient confirms
– Messages are auto-saved in the Notes tab for record keeping
– If the confirmation status is manually changed to red, yellow, or left blank, TDO Comms assumes the appointment is unconfirmed
Create Multiple Automations
– Set up two automations for appointment confirmation
– Add a third automation for appointment reminders for confirmed patients
Set Up Reminder Automation
– Duplicate the ‘Patient Appointment Unconfirmed’ automation and change the time to 2 days before
– Only patients who didn’t reply to the first message will receive this second reminder
– Create a new automation for confirmed patients using the ‘Patient Appointment Confirmed’ query
– Set the time range, time zone, and exclude specific days if needed
– Click Save to activate
Follow Up on Unconfirmed Appointments
– Check the ‘Awaiting Reply’ folder regularly
– If the appointment is near and unconfirmed, call the patient or send another message
Handle Cancellations and Reschedules
– If a patient replies with a valid cancellation or reschedule message, the appointment remains on the calendar
– A red phone icon and note will appear, indicating further action is needed
– Select cancellation or reschedule, add the patient to a call list, and include additional notes as needed
Handle Non-Valid Replies
– If the patient replies with a non-valid message, select the message and click ‘Action’ to manually confirm or cancel the appointment