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Engagement: Customizing Verbiage
Engagement: Customizing Verbiage

Learn how to customize the verbiage of your automated Engagement messages

Grace Richards avatar
Written by Grace Richards
Updated over a week ago

Verbiage acts as a library of all automated messaging content. This content will auto-fill when the messages are sent to the applicable patients according to your established settings in the Automated Appointment Communication section in Practice Setup. View this article to learn more about automated communication with Engagement.

In the Verbiage section you are able to fully customize what the messages include and what information is being provided to your patients. Here is a short video to walk you through how to customize the Verbiage.


Edit Verbiage

  1. Access Settings by clicking on the gear icon in the upper right hand corner

  2. Click on the Verbiage tab

  3. Here you will be able to click into each message type to view the content that is included. These will be separated as Text messages, Emails, and App Messages. We recommend you keep these similar to maintain consistency when communicating with patients

  4. To edit these, simply select the Pencil icon

  5. Click into the Text Box to type new content

  6. Select the Insert Placeholders drop down to select content that will auto fill with patient or practice information. To learn more about Engagement Placeholders, refer to this article

  7. Preview how the message will look when sent to patients in the area above the Message template field. Note: SMS messages have a 320 character limit per message.

  8. Once you have customized the verbiage as needed, select the Save button to apply changes

Update Name Placeholders Across All Verbiage

When sending automated messages, you can choose to address patients by their first name or their preferred name by modifying the setting in Verbiage. To make it easy, you can change this setting across all Verbiage by updating the Global Settings.

If you'd like to update your the patient name selection across all Verbiage, please do the following:

  1. From Engagement Settings, click on the Verbiage tab

  2. Click on the blue Global Settings button

  3. Choose to update all Verbiage messages to address patients by either their first name or their preferred name

  4. Click Submit to save

Note: Text messages auto-responders are limited to 1 out-of-office message per number, per day.

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