Overview

Create an SMS template and a workflow that automatically replies to inbound patient text messages. 

Before you begin

• Access to Config > Messaging > Message Templates and Config > Intelligence > Workflows.
• A test-safe phone number you can use to test the auto-reply before going live.

Create the SMS template

1. Go to Config > Messaging > Message Templates.
2. Click Add New Message Template.
3. Set Type to SMS.
4. Give the template a clear name, such as Inbound Auto Reply - Appointment Questions.
5. In the message body, enter your auto-reply text. Example: This is an automated response. No one is reading these messages. If you have questions about your appointment, please call the office.
6. Save the message template.

Create the workflow

1. Go to Config > Intelligence > Workflows.
2. Click Add a Workflow.
3. Name the workflow something clear, such as Auto Reply to Incoming Text Messages.
4. Under When should this workflow run?, choose When a text message has been received.
5. In the filters section, leave The Patient as Valid.
6. In the actions section, add Send a message to the patient.
7. For Message Template, choose the SMS template you created.
8. In the execution section, choose Execute automatically.
9. Click Save Workflow.
10. If prompted, confirm that you want to enable the workflow.
11. Test it by replying to a reminder text from a test-safe phone number before using it live.

Troubleshooting

• If you need the reply to fire only for appointment reminder responses, then note this isn't currently supported. The system can auto-reply to incoming text messages but can't limit the reply to only texts sent in response to a reminder — it replies to all inbound patient texts. Limiting it to reminder responses would require a product enhancement or custom workflow change.