Every selected method is sent. The System does not choose one method over another.

• When you select more than one option under Delivery Preference in a reminder, the System creates a separate reminder for each selected method.

• For example, if Text, Email, and Voice are all selected, the Patient receives a text message, an email, and a voice call.

• Each method is evaluated on its own, so a problem with one method does not stop the others from being sent.

How does the System determine which reminders a Patient receives?

1. The reminder determines which methods can be sent.

• Each method selected under Delivery Preference (Text, Email, or Voice) is sent for that reminder.

2. The Notifications panel on the Patient Dashboard determines which methods the Patient accepts.

• The panel includes an opt-in checkbox for each method: Text, Email, and Voice.

Why did a Patient receive an Email reminder but not a Text reminder?

The Text reminder was not created or could not be delivered.

• Ensure the Patient has not opted out of Text reminders.

• A Patient who replies with an opt-out word, such as STOP, to a text message is opted out of Text reminders only.
• Email and Voice reminders are not affected.

• Ensure the Patient has a valid cell phone number for the person selected in the Notifications panel.
• Review Reminder History, which shows the status of every reminder that was created, including reminders that could not be delivered.

Learn More: Appointment Reminder Troubleshooting

What happens if a Patient opts out of one delivery method?

The Patient continues to receive reminders by the other selected methods.

• Opt-out settings are stored separately for Text, Email, and Voice.
• A Patient can opt out without contacting your practice by:

• Replying with an opt-out word to a text message opts the Patient out of Text reminders.
• Selecting the opt-out link in an email opts the Patient out of Email reminders.
• Choosing the opt-out option during a voice call opts the Patient out of Voice reminders.

Why are the Voice options not available?

Voice reminders must be enabled for your practice before they are available.

• When Voice reminders are not turned on, the Voice option does not appear under Delivery Preference.
• Contact your Account Manager to activate Voice reminders for your practice.

Learn More: Create Voice Reminder Templates

Can a Patient receive more than one reminder for the same Appointment?

A Patient can receive more than one Reminder if more than one Reminder applies. The System does not send the same Reminder twice.

• A Patient receives one reminder for each selected method.
• A Patient receives an additional reminder when the Appointment matches more than one delivery timing, such as a reminder sent 7 days before and another sent 1 day before.
• The System does not send a duplicate when a reminder for the same Appointment, delivery timing, method, and contact has already been scheduled or sent.

Can a Patient with several Appointments on the same day receive a single reminder?

Yes, when grouping is turned on for the reminder.

• Grouping is configured in the reminder and can be based on the Patient, the Facility, the Resource, or the contact method.
• With Patient grouping, the System sends one reminder for the Patient instead of one reminder for each Appointment.
• Grouping is applied to each method separately. A Patient with Text and Email selected receives one Text reminder and one Email reminder.

Learn More: Appointment Reminder Grouping