Overview

The Communication Timeline is the scheduling tool for automated patient outreach. It controls what type of message to send, how to send it, and when to send it relative to an appointment. It controls timing and delivery method — templates and reminder permissions control the actual content and eligibility.

How to read the timeline:

• The yellow Appointment Day box is the day of the visit.
• Boxes to the left are days before the appointment.
• Boxes to the right are days after the appointment.
• Each tile is one saved communication rule, such as a reminder, survey, visit summary, or custom message.

Before you begin

• Access to Config > Reminders > Communication Timeline.

Add a communication

1. Go to Config> Reminders > Communication Timeline.
2. Click the day where you want the communication to happen.
3. In the form that opens, choose the Event Type.
4. Choose the Communication Method (text, email, or phone).
5. Select the Days Before / After Visit.
6. Select the Time of Day.
7. Review optional settings, such as skipping patients who already confirmed or requested cancellation.
8. Decide whether the rule applies broadly or only to certain assignments.
9. Click Save. The communication appears as a tile on the timeline.

Edit a communication

1. Go to Config> Reminders > Communication Timeline.
2. Find the tile you want to update.
3. Click the tile.
4. Make your changes in the communication setting form. You can update the timing, communication method, event type, skip rules, registration inclusion, and assignments.
5. Click Save.

Delete a communication

1. Go to Config > Reminders > Communication Timeline.
2. Click the tile you want to remove.
3. Click Delete in the communication setting form.
4. Confirm the deletion. The rule will no longer be used.

How assignments work

Assignments control who the communication applies to.

• Applies to All Patients makes the rule available for any qualifying appointment.
• Assignments limits the rule to specific appointment type groups, provider/resource groups, or location groups.

This is helpful when different teams, providers, or visit types need different communication timing.

What the tiles mean

Each tile represents a saved communication rule:

• Reminder — appointment reminder
• Survey — post-visit survey
• No Show — no-show follow-up
• Lost to Follow — follow-up for patients who haven't returned
• Visit Summary — summary message after the visit
• Custom — custom communication rule
• Eligibility — automated eligibility check

The icon shows the delivery method: SMS icon = text message, Email icon = email, Phone icon = automated call.

Troubleshooting

• If a tile shows a warning style, then the matching message template is likely missing.
• If a communication appears on the timeline but doesn't send, then part of the supporting setup is missing. A communication also needs the correct message template and the reminder channel enabled at the location, appointment type, and provider/resource levels.