Overview

Create the automated call script that patients hear as an appointment reminder. This template is the script content only — it gives your phone reminder settings something to send, but does not place a reminder on the Communication Timeline.

Before you begin

• Access to Configuration > Message Templates.

Steps

1. Go to Configuration > Message Templates.
2. Click Add New Message Template. If your team uses the Required Templates section, you can also click Configure for Appointment Reminders and choose the Phone template option there.
3. In What is this message for?, select Appointment Reminders.
4. In Template Type, select Phone.
5. In Description, enter an internal name your team will recognize. Example: Standard Appointment Reminder Call.
6. In Greeting, enter the opening line the patient hears first. This is the start of the automated call and sets the tone for the interaction.
7. In Contents, write the call script the patient should hear. Keep it clear, conversational, and easy to understand when spoken aloud.
8. Add smart fields by typing @ in the message. Common examples:
   • @(patient-firstname)
   • @(appointment-date)
   • @(appointment-time)
   • @(appointment-resource)
9. If needed, use the phone call formatting helpers shown on the right side of the form to control pauses or emphasis in the spoken message.
10. If you have multiple languages enabled, be sure to click the Add Translation button and then Generate All. This will ensure patients are receiving reminders in their preferred language if set in the EHR.
11. To make this the main phone reminder the system uses, turn on Use this template as the default reminder message. This sets it as the default call reminder template for appointment reminders.
12. Review the script by reading it out loud. A good phone reminder sounds natural and usually includes the patient's name, the appointment date and time, the provider or resource name, and a simple next step (confirming or contacting the office).
13. Click Save.
14. Confirm the template appears in All Templates. If it was marked as the default, it should also display the Default tag. 

Troubleshooting

• If you created the template but no reminders are sending, then remember the template is only the script content. You still need a reminder configured on the Communication Timeline to actually send it.