Our patient got a message from an automated campaign that they are due for a recall appointment, they already have an appointment. Why did this happen?

Introduction:
In Denticon users can setup automated recurring campaigns to message patients who are due/overdue for recalls but are not yet scheduled. Denticon reviews patients' upcoming appointments to see if there are appointments scheduled that have the recall code embedded. If the patient has a recall code listed in their patient overview that has a due date but no future appointments with that code embedded, if the code is included in the campaign setup, the patient will be flagged as due/overdue for a recall appointment and receive a message. 

Basic troubleshooting steps:

1. Go to Utilities>Launch>Automated Campaigns.
2. Select the option for Recurring Campaigns, and select the recall due/overdue campaign.
3. Review the recall codes that are included in the campaign.
4. Go to patient overview and review the recall section.
5. Does patient have a future appointment with these recall codes embedded?
6. Does the patient have old recall due dates entered for codes that are no longer relevant? 

Best Practices:

Erase any due dates for codes that are no longer applicable, because they could trigger the recall due message even though the patient is no longer being scheduled for those codes. For example, if a patient is moved from a recall for a D1120 Child Prophy to a recall for a D1110 Adult Prophy, the due date for the D1120 should be removed from the patient overview. Otherwise, if D1120 and D1110 are both included on the campaign, the patient will receive a message they are due for a recall even if they have a future D1110 appointment scheduled. This is because Denticon thinks they are still due for a child prophy since a recall due date for that code is still attached to the patient.