The Appointment Cancellation TouchPoint™ is part of the Engagement module. If you are interested in learning more, CLICK HERE to request a demo!
Appointment cancellation notifications alert your patients when their appointment has been deleted, cancelled, or otherwise removed from the schedule. Automate cancellation messages from Dental Intelligence to save time and keep your patients informed.
By default, appointment cancellation notifications are sent within 1 hour after the appointment is removed from the PMS schedule. This timing cannot be changed.
Review Appointment Cancellation Verbiage
Before you enable automated appointment cancellation notifications, check to make sure that the message content delivered to patients aligns with your practice voice.
Make changes to message content in Settings > Verbiage.
Click on the Appointment cancelled section to expand it and review content, then click on the pencil icon to make changes to the text and email versions of your message.
Activate Automated Appointment Cancellation Notifications
In the left side menu of Dental Intelligence, click on Follow Ups. Then click on TouchPoints™
Click on the green Scheduling tile, then click on the 3-dot menu next to Appointment cancellation and choose Edit
Choose the preferred delivery channel (text or email), then click Save
Upon clicking save, you'll notice that the Touchpoint toggle will turn green and the status will show as Active. Appointment cancellation notifications will now be sent to patients automatically when triggered
How to Delete Appointments in Your PMS to Trigger the Appointment Cancellation TouchPoint™
When a patient cancels their appointment in advance or your team needs to cancel it for another reason, removing the appointment correctly in your practice management software (PMS) is what triggers the Appointment Cancellation TouchPoint™ in Dental Intelligence.
The steps vary by PMS — follow the instructions for your software below.
Dentrix
Break the appointment more than 24 hours in advance of the appointment in your Dentrix schedule.
Dentrix Enterprise
Break the appointment more than 24 hours in advance of the appointment in your Dentrix Enterprise schedule.
Open Dental
Break the appointment more than 24 hours in advance of the appointment in your Open Dental schedule.
Eaglesoft
Break the appointment as Cancelled in your Eaglesoft schedule.
Eaglesoft uses a dedicated Cancelled status, so no timing requirement applies.
Important: If the D9986 code is added to the appointment in your PMS, the appointment is considered by Dental Intelligence as a no-show (missed), not cancelled. Learn more here.
Disable Automated Appointment Cancellation Notifications
To deactivate automated appointment cancellation notifications, simply click on the TouchPoint toggle to turn it from green to grey. The status will show as Inactive and patients will no longer receive a notification when their appointment is cancelled.
