Introduction:
From time-to-time users may encounter an issue where they reach out to a patient and the patient responds and is met with an automated response referencing an appointment date that has already passed.
Issue description:
This issue occurs if an automated campaign message is sent to a patient and they never respond, or respond with a response that is not a response that is recognized by the system. If an SMS campaign is waiting for a trigger word that has not been accepted or denied, it will activate the moment an SMS goes through with said trigger, even if the Y/Yes/No/Cancel was not meant for said SMS campaign.
Signs:
The user can go to the message hub to review communication with the patient. They will see that the patient responded to a message from the office and received and automated response referencing an appointment for a day that has passed.
Basic troubleshooting steps:
- Go to Patient Overview screen
- Click patient cell phone number to open Message Hub
- Review message history to see if patient replied to an automated campaign message for the appointment date that has already passed.
- If they did reply, did they reply with a response that is one of the recognized responses for automated campaigns?
Here is an example of a patient that responded but did not respond with an accepted response:
Contact support:
Please submit a support ticket if you have verified the patient did respond to the original campaign message with an accepted response, yet they still received an automated response with a date that has already passed.
Additional resources:
Denticon Patient Communication: Accepted SMS Responses
Conclusion:
If users encounter an error where a patient receives an automated response regarding an appointment on a date that has passed, check the patient communication history to verify if they responded to the original campaign message with an accepted response. If an automated campaign message is sent to a patient and they never respond, or respond with a response that is not a response that is recognized by the system. If an SMS campaign is waiting for a trigger word that has not been accepted or denied, it will activate the moment an SMS goes through with said trigger.