Denticon Patient Communication - FAQ

Q: What is the ideal desktop resolution for working in Denticon Patient Communication?

A: The recommended resolution for Denticon is 1920X1080 at 100% Display Scaling. If using a monitor that supports less than this resolution, menu options and drop downs may be cut off.

Q: Why is my screen going blank after a certain amount of time?

A: Denticon has timed out. Denticon's timeout is set for 2 hours to meet HIPAA requirements and working within the template editor does not refresh the timeout counter.

Q: When will Emails and Text messages be sent out?

A: It varies by campaign type and which service is used to send the message. This table shows the various delivery times for all campaigns and delivery types.

Q: Does Denticon keep a record in the patient notes of the texts Denticon Patient Communication sends out to our patients?

A: SMS messages sent via Denticon Patient Communication will display in the Message Hub's history and will no longer have a duplicate record in the Patient’s Notes.

Q: What happens when the message is longer than 160 characters and being received by a non smartphone?

A: The message may be broken down into multiple messages when received by the patient's phone. 

Q: A patient has replied "STOP" to one of our campaign messages on their cell phone. How will this affect us reaching them? 

A: Replying STOP to a message from your Denticon Patient Communication campaign will exclude that patient from receiving any further text communications regardless of whether or not they are in multiple campaigns. The patient will receive no further text messages unless their number is removed from the Stop list. This will also mark the patient for No SMS under the Patient Overview Screen.  

Replying Stop will Opt the Patient Out of any future Denticon Patient Communication Text Messages.

Q: How can we reverse a "Stop" if the patient requests to be reactivated?

A: If a patient needs to be reactivated, the patient can text "Start" to the office's texting number provided by Twilio to opt back into messaging.

Q: If a patient confirms their appointment via email, why are they still receiving additional messages to confirm their appointment?

A: A touchpoint has been added for unconfirmed that can now be used as a second touch point so only those that have not yet confirmed will be sent a message. You may need to adjust your existing campaigns if you want to utilize this new touchpoint to prevent sending messages to someone who has confirmed on the first touchpoint or to turn the second touch point into a reminder for confirmed patients.

Q: Will a family with multiple appointments get reminders for each appointment separately?

A: Yes

Q: Are Recall Event types under the Recurring Campaigns going to target specific codes for recall?

A: No, the Denticon Patient Communication Recall Due/Overdue Not Scheduled will send reminders based on all of the patient's current Due/Overdue but not scheduled recallable procedures.  Therefore if a patient is due or overdue for a Prophy, Periodic Exam and those procedures are recallable, the patient will receive a reminder for all the Recall Procedures that fall within the Date range and criterion specified.

Note this is different than how Denticon manages Recall notices allowing to target specific recall codes.  Denticon Patient Communication does not allow to target a specific recall code.

Q: What does the “Ability to import files from professional design tools (raw HTML - DSO focused differentiator)” mean?

A: You can create an HTML file in a software like Dreamweaver and import it into the template editor for use in your design.

Q: What is the recommended way to create images with text embedded in the image?

A: It is best to use a third party such as MS Paint to create imagery with embedded text and them import that image file into the template editor. 

Q: Does Denticon Patient Communication have to be turned on for each OID or does it get turned on once for the whole PGID?

A: Denticon Patient Communication is activated for the the OIDs requested during onboarding by your Denticon Implementation Coordinator via a backend process.  Create a ticket to request additional OIDs to be activated within your  PGID.  Note that you can send a campaign to multiple offices or Office groups as long as those OIDs are marked as active with Denticon Patient Communication.

Q: Why does my text/email have unrecognized data such as the wrong office, patient, dentist, phone number?

A: When you are previewing a text or email the preview will use sample place holders for your logo and data tags.  For now, you can only see the actual merged fields by sending a live active campaign.