Questions about creating email templates
Questions about choosing email recipients
Questions about sending email campaigns
Questions about email campaign limits
Questions about tracking email campaigns
Questions about email templates
Can I save an email campaign as a draft?
Yes, you can save an email campaign as a draft if you do not want to send it out right away. To save your campaign as a draft, click the Save campaign as draft button.
Please note: Saving your campaign as a draft will not save your selected recipients or scheduled send time. You will need to add these details to your campaign prior to sending it.
When you're ready to send your drafted campaign, navigate to the Campaigns tab. Click on the Status column and select Draft. All currently drafted campaigns will show here.
To open the drafted campaign and send it to your patients, click on the 3-dot menu and choose Edit and send campaign.
How do I update my practice logo in my email header/footer?
To update how your logo is displayed in your practice emails, please update your logo in Engagement Settings > Practice Setup > Practice Info. Please note: In order to make these changes, you must have Admin access or full Settings permissions.
How do I add an 'Unsubscribe' link in my email template footer?
If you would like to add an 'Unsubscribe' link in your email campaign template footer so that patients can choose to unsubscribe from receiving emails from your practice, follow the instructions below:
From within your email template, hover over a content block and click on the green + icon to add a new section
In the Insert new content type window that opens, click Premade. Then click Practice footer
Click on Practice footer with social links to add it to your template
Your email template will now include placeholders for your social media links as well as a link to Unsubscribe below
How do I add an image to my email?
You can add an image to your email template by dragging and dropping the Image content type field:
Or by clicking on the blue + icon within each structure block and selecting Image:
Helpful tip: You can add a blank structure block to your template by going to the Structure tab and dragging and dropping the layout type you would like to add to your template.
To add your images, click on the image field in your template. Choose to upload images from your computer, or use the convenient free image library included in the template builder.
To use the free image library powered by Pexel, search for images using a keyword or phrase. Click on the desired image to add it to your template.
How do I add hyperlinks to my email?
You can add a hyperlink to your email in a couple of ways:
Add a hyperlink to written text
If you haven't already, create a text field in your email body by dragging and dropping it into your email structure.
Next, click onto the text block to begin typing. Clicking on the text field opens the text settings window. Click on the link icon to add a hyperlink.
Add the link, display text, and choose your open link settings:
New window: Open a new page for the patient to view the website you have linked
Current window: Take the patient to the website in their current tab, taking them away from the email they are viewing
When finished, click Save.
Your newly created blue hyperlink will now show up in your text field:
Add a clickable button
Start by dragging and dropping a button field into your email structure.
Once added to your template, click on the button to start making changes. Change the text, color, and add your link in the left side menu.
How do I add a video to my email?
You can add an embedded video to your email by adding a link to YouTube or Vimeo.
From within your email template, hover over a content block and click on the green + icon to add a new section
In the Insert new content type window that opens, click Video
A video section will be added to the body of your email template. Click on the video section to paste your YouTube or Vimeo link
Or, you can add a hyperlink to a video on another platform in text or as a button. Learn more here.
Please note: Videos cannot be uploaded or attached to your email template and must be added as a link.
I deleted an email template I created. How do I get it back?
Deleted email templates cannot be recovered. Please be sure that you are deleting the correct template when you click 'Confirm' to complete your deletion.
Questions about choosing email recipients
How do I send an email to all active patients?
To send an email campaign to all active patients, start by navigating to the Patients dashboard.
Ensure that you do not have any default filters applied to your dashboard. If you have a default filter currently set, clear it by clicking on the green filter button in the upper right corner.
Then, click on the checkbox next to Bulk Actions to select all patients. Then, click Bulk Actions and choose Send an email campaign from the dropdown menu.
You can send up to 15,000 emails per campaign per hour. If you have more than 15,000 patients in your system, we recommend sorting patients by age. For example: Send your campaign to patients age 21-40 the first hour, then 41-60 the second hour, and so on.
To sort patients by age, click on the Age column and enter your minimum-maximum age range.
Engagement will ignore certain targeted patients from receiving emails 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.
Can I choose an Analytics Filter when sending an email campaign?
Yes, but in order to do this you must send your campaign from the Patients dashboard, not the Campaigns tab.
From within Engagement, click on the Patients dashboard
Next, click on the Filters Library
Then, click on the Analytics tab. Click on the Saved Searches section and locate the filter you previously saved in Analytics. Click on the filter to apply it
Lastly, click on the checkbox next to Bulk Actions to select all of the patients in your list, then click Send an email campaign
Can I send emails to patients that aren't in my system yet?
Yes, you can send an email campaign to multiple patients not yet in your system by uploading a CSV file that includes the patient first and last name, email address, and your practice GUID (if multi-location). Click here to learn how to send an email campaign to prospective patients.
Or, you can create an individual unlinked patient and send them an email from the Patients dashboard. Click here to learn how to create an unlinked patient and send them a message.
How do I send an email to patients based on their insurance type?
How do I send an email to patients with unscheduled treatment?
Questions about sending email campaigns
How do I send a test email to myself before emailing my patients?
To send a test email to yourself and preview your email before sending it to patients, please do the following:
From within your email template, click on the Preview button at the top of the template window
Next, enter your email address in the Send test to field, then click Send
Can I send bulk messages to patients via email ONLY?
If you want a message to only go to a patient's email, we recommend using Email Campaigns. If you would prefer it to go to email, but want it to send as a text if the patient does not have an email, send a Direct Message.
If you are sending a bulk Direct Message, select email as the preferred delivery channel. This means that non-app users will receive your message via email UNLESS they do not have an email address on file. If the patient does not have an associated email address, the message will be delivered via text.
Email campaigns will only be delivered to selected recipients with email addresses on file in their patient card. Email campaigns cannot be delivered via text.
While email is preferable for conveying detailed or formal information and handling non-urgent matters, text messaging excels in delivering timely reminders, concise updates, and personalized communication. As a general rule of best practices, marketing should always be done via email. Click here to learn more about delivery channel best practices.
Can I schedule an email campaign to be sent out in advance?
Yes, you can schedule an email campaign to be sent out at certain time in the future if you don't want to send it out immediately. After you've finished your email template, select Schedule for future. Choose the date and time you would like the message to be sent. Then click Send.
You can find all scheduled campaigns in the Campaigns dashboard. Click on the Status column and choose Scheduled to view.
How do I cancel a scheduled email campaign?
To cancel a scheduled email campaign that has not been sent yet, click on the Campaigns dashboard.
By default, the Campaigns dashboard will display all scheduled campaigns. Locate the campaign you would like to cancel, then click on the three-dot menu and choose Cancel.
Questions about email campaign limits
Is there a monthly limit to the number of emails I can send out?
in the Quota Usage tab, you will see that there is a Monthly Allowance of 15,000 emails, but this is currently just to help keep you aware of how often you are communicating with your patients. You will still be able to send emails over that 15,000 email limit. Click here to learn more about the Quota Usage tab.
How many emails can I send out at once?
You can send up to 15,000 emails per campaign per practice. For example: If 3 practice locations are selected, each practice has the ability to reach up to 15,000 patients (for a combined total of 45,000 emails sent). Any amount above the 15,000 limit will not be included in the email campaign.
Questions about tracking email campaigns
Where can I find emails that have previously been sent out?
Email campaigns are shown in the Campaigns dashboard as well as the Communication log of the patient card in Engagement.
Am I notified when a patient unsubscribes from receiving emails?
If a patient has opted out manually or personally from emails (or any other form of communication), you are not notified. There is currently no way to generate a list of patients that have opted out of communications.
Why does my email campaign show as pending?
If you notice that the details of your email campaign is showing an orange hourglass icon beside it, the campaign has not yet been sent and is currently pending. This means the email has been sent by our system to the queue, but has not yet been processed.
If the email campaign is still showing as pending after 30 minutes of being sent, please reach out to Dental Intelligence Support for assistance.
Why does my email campaign status show as failed?
There are several different reasons an email campaign could have failed. To identify the cause of the failure, open the campaign by navigating to the Campaigns tab and click on the Status tab to filter by Sent campaigns.
If your campaign was sent to multiple patients, click on the number in the Target column to view a list of recipients. Hover over the red ! icon next to the patient. You will see a text box with an explanation to the specific cause of the failure and can take action from there to resolve it.
