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Engagement: Automated Appointment Communications
Engagement: Automated Appointment Communications
This article will cover the steps to enable and set up your Automated Appointment Communications in Engagement [Modento]
Grace Richards avatar
Written by Grace Richards
Updated over a week ago

Automated Appointment Communications with Engagement [Modento] will simplify your daily tasks and reduce the number of outbound calls you need to make. Simply reminding your patients of their appointments and ensuring they confirm ahead of time, will also help to avoid no shows and cancellations! In this article, you'll learn about:

Here is a short video going over how to activate this automation:

Automated Appointment Communication pulls content directly from your Verbiage section. Verbiage acts as a library of all automated messages. Be sure to customize the Verbiage before enabling the Automated Appointment Communications. Click here to learn how!


When are Automated Communications Sent?

On non-appointment days, Automated Communications are sent between 9:00 AM - 8:00 PM (local time zone).

On the day of the appointment Automated Communications are sent between 8:00 AM - 8:00 PM (local time zone).

If a message is scheduled to send before 8:00 AM on an appointment day, it will send the night before.


Enabling Automated Appointment Communications

  1. Go to your Engagement [Modento] Settings by clicking the gear icon in the upper right hand corner

  2. Access the Practice Setup page

  3. Go to Appointment Communication

  4. To Enable the Automation to start sending to patients, select the Enable Automated Appointment Notifications check box. You can disable this at any time if needed by deselecting the check box.

    (Once this is enabled and you click save at the bottom of the page, Engagement [Modento] will start sending notifications according to the settings that are established)


Welcome Notifications

  1. This will send a welcome text to New Patients who schedule a new appointment. This will include the date and time of the appointment. This message sends 10 minutes after an appointment is created or the start time was changed.

    1. In this notification, a link to complete forms will be included. New patients will receive new patient forms. Existing patients will receive forms if they haven’t already been filled out. They will also have the opportunity to update their information.

  2. Select the Check Box to enable

  3. Choose the Preferred Delivery Channel (email or text)

Please note: If a Confirmation is scheduled to go out within 48 hours of the welcome notification, it will be skipped to avoid too many messages to the patient.


Save-the-Date

  1. This is sent to Existing Patients when they schedule an appointment and will include the date and time of the appointment

  2. Select the Check Box to enable

  3. Choose the Preferred Delivery Channel (email or text)

Please note: If a Confirmation is scheduled to go out within 48 hours of the save the date, it will be skipped to avoid too many messages to the patient.


Cancellations

  1. A Cancelation Notification will send out 10 minutes after an appointment is deleted, canceled, broken, or otherwise removed from the schedule without being reassigned to another date/time.

  2. Select the Check Box to enable

  3. Choose the Preferred Delivery Channel (email or text)


Confirmation Request Notifications

  1. To enable Confirmation Requests, select the Check Box next to each attempt number you would like to activate

    1. If forms haven’t been filled out before receiving a reminder or confirmation they will also get a link to fill out forms with these text.

  2. Enter in Number of Days before the appointment that the reminder will be sent

  3. Choose Preferred Delivery Channel

  4. Select time when the message will be sent

Please keep in mind that Modento reacts to keywords: C, Confirm, Confirmed, Yes, Okay, and OK. If a patient sends something like "I confirm I will be there" Engagement [Modento] won't be able to automatically change the status of the appointment and the patient will receive a follow-up confirmation request. In order to avoid it, please assess patients' intention and change the status manually in your Practice Management Software.


Check-in Request Notifications (Optional)

  1. Select Check Box to enable Check-in Request Notifications

  2. Enter in Number of Minutes before the appointment that the request will be sent

    1. Note: If you use a practice kiosk to check patients in, this time frame is when patients will appear to check in on the kiosk. If the Check In Request Notification feature is not enabled, patients will still only appear on the kiosk within this time frame.

  3. Select options for Patient Check-in (Mobile App only or Mobile App, Text, or Email)

  4. Select check box to enable the Require QR-code Scan

  5. Select check box to enable Modento to automatically move appointment status to Here/Arrived in Practice Management Software when check in

    completed


Appointment Reminders

  1. Enable up to 4 appointment reminders by selecting the Add Reminder button

  2. Enter in the number of Days, Hours, or Minutes before the appointment that the message will be sent

  3. Select Delivery Preference

  4. To delete existing Reminders click the Trash Can icon


Important Notes

Hit Save at the bottom of this page to save the rules you have applied in the sections for the Automated Appointment Communications.

Note: If the Enable Automated Appointment Notifications check box is selected this will start sending out messages to patients that apply to the settings you have established. Be sure to go over your settings and the Verbiage portion of Modento to verify you are ready.


Related Resources

The following resource will give you a more in-depth explanation on how to use Automated Communications:


Key words: Appointment reminders, confirmations

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