Scheduler Settings: Appointment Communications

Appointment communications allow you to create and send out automated communications to patients and Resources about their appointment or group session. These messages can be based on appointment status, specific updates to an appointment or group session, or based on appointment/session time. These communications are customizable and can be sent out via text message and/or email. 

Note: Resources are active Kipu users with any of the following roles: Case Manager, Therapist, Doctor, Nurse, Provider, Patient Coordinator, and Other Therapist.

Default Messages

The Scheduler includes five default messages that you can review and update to fit your needs. You can also create your own messages as described later in this article.

Message	Send Criteria
Appointment Cancelled	Event Based: Status changed from Any to Cancel
Appointment Confirmation	Event Based: Status changed from Any to Confirm
Appointment Reminder	Time Based: 1 month before appointment time, recurring every 7 days AND 1 hour before appointment time
Appointment Scheduled	Event Based: Status changed from Any to Scheduled AND Status changed from Any to Rescheduled when the appointment type, room, resource, or location is changed.
Default	Event Based: Status changed from Any to Scheduled AND Status changed from Any to Rescheduled when the appointment type, room, resource, or location is updated.

Note: The default message cannot be deleted but can be edited. This communication ensures that resources and patients with telehealth appointments or group sessions automatically receive their link to join the session.

Create Appointment Communications 

Let’s review how to create appointment communications.   

Required Permissions: Super Admins and users with Manage Scheduler Settings. 

1. To begin, click on your initials and then click Settings. 
   
2. Then click the Scheduler tab.

3. Next, select Appointment Communications.
4. Next, click the + Add button. 
   

Configuration

Set the Enabled toggle to on to make the appointment communication available. Disabling a communication means that the communication will not be sent until it is re-enabled.

Then set up the appointment information.

1. Name (Required): Use a descriptive name for the communication you are creating. The name you choose will appear on the Appointment Communications list.
2. Visit Type (Required): Choose In Person, Telehealth, or All.
3. Start Date (Required): The date on which the appointment communication is eligible to be sent.
4. End Date: The date on which the appointment communication will no longer be able to be sent. This field is optional.

5. Scheduling Options (Required): Select the scheduling option(s) to choose which types will use this scheduling communication. 

   Select All: Choose Select All if you want the communication to be available for group sessions (both regular and adhoc) and appointments. Appointments: If you select Appointments you will be able to select the appointment types where this communication will be available. If no selection is made, the communication will be sent out when any appointment type meets the criteria you set.  Group Sessions: If you select Group Sessions you will be able to choose the group schedules where this communication will be available. If you do not choose specific group schedules, it will be available for all. Group Sessions (Adhoc): If you selected Group Sessions (Adhoc), you can use this drop-down to choose which group session will use this appointment communication. If no selection is made, the communication will be sent out when any group session meets the criteria you set.  The option(s) you choose will dictate which filters are available. See the Scheduling Options section below for more.

Recipient Types

• Patient: Choose this checkbox if you want patients to receive the appointment communication.
• Resource: Choose this checkbox if you want patients to receive the appointment communication. If this box is not checked, you will not be able to pick a specific resource and it will be sent to all resources by default.

You can choose both Patient and Resource if you want both to receive the communication. Selecting Resource will make the Specific Resource field available in the Filters tab. 

Delivery Methods

Select one or more delivery methods. The method selected here will dictate which fields are available in the Messaging tab.

• Email: Select this box to send the communication by email. 
• Text: Select this box to send the communication by SMS message. SMS messages are sent at an additional charge. If your organization has not opted into SMS messaging, this option will not be available for selection.

All Locations

Select the All Locations checkbox if you want this communication to be available for all locations in your instance. If you do not check this box, you will be able to select specific locations in the Filters tab.

Filters

The Filters section allows you to set up the locations, resources, and scheduling options (appointments, group schedules, group sessions) that are attached to the communication.

1. Specific Locations: If the All Locations checkbox isn't checked, then you can select the location (or locations) where you want the communication available.
    
2. Specific Resource: If you select the Resource checkbox this field will be available. Select the resource (or resources) who will receive this communication.

3. Scheduling Options: The available fields in this section are dependent on the choices made in the Scheduling Options field above. 

   

   1. Appointment Types: If the Scheduling Options field is set to All or includes Appointment Types, this field will be available. Choose the desired appointment type(s) in the drop-down. If no selection is made, the communication will be sent out when any appointment type meets the criteria you set. 
   2. Group Schedules: If the Group Scheduling Options field is set to All or includes Group Schedules, this field will be available. Choose the desired group schedule(s) in the drop-down. If you do not choose specific group schedules, it will be available for all.
   3. Group Session (Adhoc): If the Group Scheduling Options field is set to All or includes Group Session (Adhoc), this field will be available. Choose the desired group session(s) in the drop-down. If no selection is made, the communication will be sent out when any group session meets the criteria you set. 

Triggers

Use the Triggers tab to configure when the communication should be sent. You can set the communication to send when appointment details change, when patient statuses change, or set the communication to send a specified time before or after the event.

Click on the titles to expand.

• The communication can be sent based on changes made to appointment type, location, resource, and room. Click on the drop-down and select all that apply.

  • Appointment Type: When the type of appointment is adjusted.
  • Location: When the Location for the appointment is updated (respected for both master and single instances).
  • Resource: When the Resource the appointment is scheduled with is modified.
  • Room: When the Room scheduled for the appointment is changed.

  The communication will be sent based on whenever changes are made to the selected options. For example, if you select room, any time the room assignment for the appointment is changed, a notification will be sent.

• You can set up the communication so that it is sent any time a patient's status is changed at all, or changed from one status to another.
  1. To begin, click the Add button. 
     
  2. Choose the statuses which will trigger communication using the From Status and To Status drop-down menus and click Add. You can add as many patient status triggers as needed and each will send out the same appointment communication. 
     
  3. To delete a status change trigger, click the trash icon.
• Time-based communications are used when a message should be sent at a specific interval before or after a scheduled appointment. You can use time-based communications to create recurring communications for key things like appointment or group session reminders.
  1. To begin, click the Add button.

  2. Use the fields to indicate the number of hours/days/weeks etc. before or after the appointment's start or end time.

     

     1. Time Amount: Type in the desired number.
     2. Time Unit: Select the time unit from the drop-down options (Days, Hours, Months, Minutes, Weeks)
     3. When: Choose Before or After from the drop-down to indicate whether the communication will be sent before or after the chosen event time.
     4. Event: Choose between Appointment Time and Appointment End Time.
  3. Appointment Status Exception: When the Appointment Status Exception toggle is enabled, you can choose which appointment status(es) should be exempt from sending the time-based communication. For example, you can exclude appointments in a Cancel status from receiving an appointment reminder message.
  4. Repeat: When the toggle is enabled, the Repeat Every field and Interval drop-down become available, and you can determine how often the appointment communication repeats. You can choose to repeat the communication by the entered number of minutes, hours, days, or weeks.
  5. Then click Add. You can create as many time-based triggers as needed.
  6. To delete a time-based trigger, click the trash icon.

Messaging

Use this section to choose how the patient will receive the message (Text or Email) and to write the message content for that delivery method. You can also use macros to automatically personalize messages for each recipient. 

SMS (Text Message)

Use this field to write the text message sent to patients and/or resources.

• There is no character limit, but messages over 250 characters will be split into multiple texts and additional message fees may apply.

• You can insert macros (such as Recipient First Name) to automatically personalize each message.

Email

Use this field to create an email message for patients and/or resources.

• Enter both a subject line and message body.

• Macros (such as Appointment Date) can be added using the options on the right.

• For Telehealth appointments, you may include additional instructions specific to those visits.

• The email message body is limited to 1,000 characters.

Macros

Macros allow you to create message templates that automatically personalize content using information stored in the system.

• Example: If you insert the Recipient First Name macro and the recipient is John Smith, the message will display John.

• To add a macro, place your cursor where you want it and double-click the macro from the list.

 

Save

Be sure to save your work using the Save or Save & Copy buttons before moving on. 

Managing Existing Appointment Communications

• To edit an existing appointment communication, click on the pencil icon next to the enabled toggle. All fields will appear and act exactly as they do when creating a new communication, but the top section will indicate that you are editing an existing communication. 

  

• There are two ways to delete an appointment communication.  
  1. Bulk: Check one (or more) of the checkboxes on the left to select which communications you want to delete. You can delete all communications by clicking the checkbox next to Message. 
  2. Individual: Click the Delete icon that appears when you hover over the section to the right of the Enabled toggle and choose Delete in the warning pop-up. 

• There are two ways to disable a communication.

  

  1. Bulk: Check off one or more communications and click Disable. You cannot disable all communications at once with the checkbox next to Message. 
  2. Individual: Set the Enabled toggle to off for whichever communication you want to disable. 
• To copy an existing communication, click on the Copy icon, which appears as two overlapping pages. The copied communication will have the same name as the original, with - Copy added to the end, and can be opened and edited like other communications.  
• There are two other functions available on the Appointment Communication screen. 
  • Export: Click the download icon next to the + Add button to export the list as a PDF, CSV, or Excel file. 
    
  • Print: Click the print icon to open a print preview and print the complete Appointment Communication list.