Engagement allows you to communicate with patients in a variety of ways. In order to ensure that information you send out is successfully reaching your patients, you have a Communication tab to help you stay organized.
In this article, you'll learn how to navigate:
Here is a short video that explains how to use the Communication dashboard in Engagement:
Access the Communication Dashboard
If you are unable to access this feature or make changes, you have not been granted permission in your user profile. Contact an admin team member in your practice to enable access or work with them to complete the steps outlined in the instructions below. Click here to learn how to update user permissions.
Click on the Communication Logs dashboard in the left side menu of Engagement
Click on the header sections (Automatic, Manual, Scheduled, Documents, Payments, Financing) to choose the type of communication you would like to review
Automatic Communication
The Automatic section includes everything that Engagement sends automatically, including but not limited to reminders, confirmation requests, welcome emails, birthday messages, recalls, etc.
Click on Communication Logs, then click on Automatic in the header
Click on the Sent column to select a date range
Click on the Type column to filter by the messaging type you'd like to see
Check the Sent to column to see if the message was delivered by email, text message, or through the mobile app.
Check the Content section to see what was included the message
Manual Communication
The Manual section includes everything sent manually: direct messages, bulk messages, manual reminders, Modento App invites, review requests, invitations to schedule, etc.
Click on Communication Logs in the left side menu of Engagement, then click on the Manual section
Click on the Sent column to select a date range
Click on the Type column to filter by the messaging type you'd like to see
Check the Content section to see what was included the message
Select the number in the Target section to see a list of patients that were included in a bulk message
Note: When sending a bulk message, Engagement will ignore certain targeted patients from receiving messages if they fall into any of these categories:
Patient is inactive
Patient is from another clinic
Patient does not have an email/phone number
Patient is opted out of messaging
Patient has the same email as another patient
Engagement will only send one message per family group. This is usually the guarantor that will receive the campaign message
Scheduled Communication
The Scheduled Communication tab includes any scheduled text messages and voicemail drops. Click on Communication Logs in the left side menu of Engagement, then click on the Scheduled section.
Looking to track email campaigns? Scheduled emails are located in the Campaigns tab of the Email Campaigns dashboard. Click here to learn how to track email campaigns.
Filter by message type, read the message content, track your target audience, view who initiated the message, and it's status.
To cancel the scheduled message or voicemail, click cancel.
Documents
From the Documents section, you will see a record of all forms, treatment plans, and paperwork sent.
Click on Communication Logs, then click on the Documents section
Click on the Sent column to select a date range
Click on the Submitted column to select a date range for when the patient completed the form
Click on the Type column to filter by the document type you'd like to see
If you select Treatment Plan as a type, you will see a button appear for additional details
Clicking Details will show a copy of the treatment plan sent.
Click on the Status column to filter documents as Sent, Submitted, or Rejected (Treatment Plan Only)
Click Download in the far right column to download a PDF copy of the submitted form
Payments
The Communication Logs Payments section shows reporting details for payment history.
If you use Clearent as your payment processor, you can learn more about payments reporting here.
Click on Communication Logs, then click on the Payments section
Click on the Date Requested column to select a date range
The Type column will show the type of request that was sent
The Amount column will show the amount the request was for, when it was Paid, who it was Requested By, and a Reference ID
Click on the Status column to filter by additional details in each request
Financing
Track patient financing in the Financing section. You can see the financed amount, the date when the link was generated and sent to the patient, how long the offer is valid until, the type (whether it's been approved for financing or pre-qualification), and the status.
Click on Communication Logs, then click on the the Financing section
Click on the Date Requested column to filter by date range
Check the Type to see the type of request that was sent
Filter by Approved Amount, the Financed Amount, and how long it is Valid Until by clicking on each column
Click on the Status column to see filter by additional details
Here, you'll see the status of each financed amount and if it is:
Prequalified
Created
Financing Offer Accepted
Financing Confirmed
Declined
Track Patient Comm Logs from the Patient Card
You can also review patient communication history by opening their patient card.
To access the patient card either click on the patient's name, or click the three dot menu next to the patient's name
Select Patient Card
Click the Communication Log tab
This will show you all communications sent through Engagement
Note: When you receive an email in Engagement [Modento], the system autodetects signature fields on emails and prevents them from loading. This helps ensure that the Communication Log stays clean and uncluttered - allowing your office to practice smarter!
Keywords: Comm Log, CommLog