Campaign Scheduling Times FAQ
Question 1: What determines the time zone for messages sent by Automated Campaigns?
Answer:
The time zone for your messaging is determined via the menu for Setup > Offices > Office Setup in the main page of Denticon. The Info tab has a field called Time Zone that determines what time zone is used for Automated Campaigns' message delivery times.
Question 2: Are there any times messages are not expected to send?
Answer:
Automated Campaigns' "quiet hours" for sending messages to patients are 9:00 PM - 7:00 AM (Monday - Sunday). Messages are only allowed to send between 9:00 PM - 7:00 AM (Local office time per the settings in Setup > Offices > Office Setup). If a message was intended to send during quiet hours, it will go out at 5:50 PM the night before.
Please note, texts (SMS) will still send outside "quiet hours" if there are touch points setup by the hour for any Automated Campaign or if the office manually sends a patient a message. (ex. texting the patient via Message Hub or Two-Way SMS portal)
Question 3: What the delivery expectations for touch points in each type of Automated Campaign?
Answer:
Appointment
|
Campaign Type |
Delivery Type |
Trigger Type |
Initial Schedule Time |
Reschedule Time |
Office Schedule Time |
|---|---|---|---|---|---|
|
Appointment |
SMS |
All except “Appointments with Patient Balance” and “Missed Appointment” |
Immediately from touchpoint start date (1) |
Every ~10 minutes |
Immediately |
|
Appointment |
SMS |
“Appointments with Patient Balance” and “Missed Appointment” |
Immediately from touchpoint start date |
12.00 AM PST |
8.00 AM office time |
|
Appointment |
|
“Appointments with Patient Balance” and “Missed Appointment” |
Immediately from touchpoint start date |
12.00 AM PST |
8.00 AM office time |
|
Appointment |
|
All except “Appointments with Patient Balance” and “Missed Appointment” |
Immediately from touchpoint start date (1) |
Every ~10 minutes |
Touchpoint Setting Time |
(1) Touchpoint start date will be the date and time the campaign was created
Recurring
|
Campaign Type |
Delivery Type |
Trigger Type |
Initial Schedule Time |
Reschedule Time |
Office Schedule Time |
|---|---|---|---|---|---|
|
Recurring |
SMS |
All exept |
Immediately from touchpoint start date |
12.00 AM PST |
8.00 AM office time |
|
Recurring |
|
All except |
Immediately from touchpoint start date |
12.00 AM PST |
8.00 AM office time |
|
Recurring |
SMS/Email |
All triggers of Financial Campaigns |
Immediately from touchpoint start date |
12.00 AM PST |
10:00AM office time |
Adhoc
|
Campaign Type |
Delivery Type |
Trigger Type |
Initial Schedule Time |
Reschedule Time |
Office Schedule Time |
|---|---|---|---|---|---|
|
Adhoc |
SMS |
All |
On the hour of the campaign scheduled time (1) |
N/A |
Immediately from campaign execution. |
|
Adhoc |
|
All |
Immediately from touchpoint start date |
N/A |
Immediately from campaign execution. |
(1) Adhoc campaigns can be scheduled for an exact date, time, and time zone. At least one day in the future.
Marketing (Patient Care)
|
Campaign Type |
Delivery Type |
Trigger Type |
Initial Schedule Time |
Reschedule Time |
Office Schedule Time |
|---|---|---|---|---|---|
|
Marketing |
|
All |
1.00 AM PST from touchpoint start date (1) |
N/A |
10.00 AM office time |
|
Marketing |
Text |
All |
1.00 AM PST from touchpoint start date(1) |
N/A |
10.00 AM office time |
(1) Marketing campaigns must be scheduled at least one day in the future
Article Version 1.2 2026.4.24