Engagement: How to Track Communication

This article will discuss how to track communication sent from Engagement [Modento].

Emily Allred avatar
Written by Emily Allred
Updated over a week ago

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

  1. Access the Communication tab

  2. Click on the drop down menu to select the type of communication you would like to see:


Automatic Communication

This includes everything that Engagement sends automatically, including but not limited to reminders, confirmation requests, welcome emails, birthday messages, recalls, etc.

  1. Access the Automatic tab

  2. Click Sent to select a date range

  3. Select the Type of message you'd like to track

  4. Check the Sent to column to see if the message was delivered by email, text message, or through the mobile app.
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  5. Check the Content section to see what was included the message


Manual Communication

This includes everything sent manually: direct messages, bulk messages, manual reminders, Modento App invites, review requests, invitations to schedule, etc.

  1. Access the Manual tab

  2. Click Sent to select a date range

  3. Select the Type of message you'd like to track

  4. Check the Content section to see what was included the message

  5. 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

This includes any scheduled text messages and voicemail drops. Any scheduled emails will be found in the Email Campaigns tab.

Here you will be able to 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

Here, you will see a record of all forms, treatment plans, and paperwork sent.

  1. Access the Documents dashboard

  2. Click Sent to select a date range

  3. Click Submitted to select a date range for when the patient completed the form

  4. Select the Type of message you'd like to view

    1. If you select Treatment Plan as a type, you will see a button appear for additional details

    2. Clicking Details will show a copy of the treatment plan sent.

  5. Select Status to filter documents as Sent, Submitted, or Rejected (Treatment Plan Only)

  6. Click Download to download a PDF copy of the submitted form


Payments

Reporting details for payment history. This is also available if you use Apex, Stripe, or Moolah. If you use Clearent as your payment processor, you can learn more about payments reporting here.

  1. Access the Payments tab

  2. Select a Date Requested

  3. Check the Type to see the type of request that was sent

  4. Check the Amount the request was for, when it was Paid, who it was Requested By, and a Reference ID

  5. Filter by the Status to see additional details in each request


Financing

Track patient financing through Wisetack in the Financing tab. 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. This will allow you to track the status of all Wisetack financing offers sent to your patients.

  1. Access the Financing tab

  2. Filter by Date Requested by clicking the the column

  3. Check the Type to see the type of request that was sent

  4. Filter by Approved Amount, the Financed Amount, and how long it is Valid Until

  5. Filter by the Status to see additional details

    Here, you'll see the status of each financed amount and if it is:
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    • Prequalified

    • Created

    • Financing Offer Accepted

    • Financing Confirmed

    • Declined


Individual Patient Communication Log

You can also access a patient's communication history by accessing the patient card.

  1. To access the patient card either click on the patient's name, or click the three dot menu next to the patient's name

  2. Select Patient Card

  3. Click the Communication Log tab

  4. This will show you all communications sent through Engagement [Modento].

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

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