Summary
Cloud 9 Connect is our robust reminder service, enabling two-way text messaging, and automatic reminders.
Common Workflows
Most of Cloud 9 Connect is designed to be automated. However, these tools may be used by a variety of employees in the practice.
View > Two-Way Text Messaging
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Access via the icon in the upper-right corner icon or go to View > Two Way Messaging
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The two-way messaging icon will flash if new messages were received. The eye icon is used to stop flashing for new messages. This can be applied to all messages or a specific conversation.
- Use the hamburger menu icon to assign conversations to specific employees or mark messages as unread.
- The magnifying glass icon can be used to search for a specific conversation.
- The filter icon lets you select the kinds of messages you would like to see.
View > Reminders Dashboard
- View the status of reminders and if any errors have occurred.
- Access all parts of the patient record from this screen.
Common Errors
- Reminder not received – typically found when an Responsible Party does not have a phone or email, or if email and text are unchecked under Edit > Patient > Relationship. Patients do not receive reminders – Responsible Parties do.
- RP opted-out of text messages – The RP can opt-in again by responding to the opt-out text message or you can remove the opt-out in the RP’s setup.
- Patient has contact info but the Responsible Party does not - Simply add contact info to the responsible party to fix this.
Administrator-Only Workflows
We recommend the fewest number of employees accessing these settings. The beauty of Cloud 9 Connect reminders is their ability to run automatically. Set it, and forget it!
Edit > Practice Information
- Only visible to internal Cloud 9 administrators.
- Your Customer Care Specialist will check the your credentials and ensure the Twilio module is enabled.
Edit > Setup
- Only visible to internal Cloud 9 administrators.
- Your Customer Care Specialist will check to ensure an email and two phone numbers are listed.
- The email will typically be tied to your practice's email domain.
- A phone number is needed for reminders.
- A separate phone number is needed for Two-Way Text Messaging.
Edit > Reminder Setup
Accessible by practice administrators, doctors, or other high-level personnel. Access to this screen is given by the permission: Edit Reminder Setup.
- + Schedule View – Used to add a new reminder routine
- Default Line – How every routine is expected to behave. Specific appointment types can be customized to have different routines.
- Routine – An arrangement of related reminders
- Save the Date – Happens when an employee initially schedules an appointment. You can customize when this is sent out.
- Pre-Appointment – Flexible for multiple types of reminders.
- Day of – Sent the day of the appointment.
- Some customers are choosing not to use this type of reminder because patients may not wish to receive reminders at 6am, 7am, etc for a 9am appointment
- Appointment – Not used. This is just a placeholder
- Follow Up – Sent after an appointment has been dismissed
- Edit Config icon - used to customize when reminders will be sent. This is helpful for reducing the impact of reminders sent at very early or very late hours. The default is 8am-8pm.
- Edit (Save the Date) Rule – Allows you to customize the rules for a specific reminder within a routine. A text document must be selected.
- Reminder radio button icon - This button confirms the settings that you have chosen. When you click and save the changes, they are now live. Any new reminders will follow these rules.
Home > Document Templates
- A document template exists for every type of reminder. It is acceptable to delete the document templates that you do not use.
- Use Save As instead of Save when altering any of the reminder templates. This helps avoid having to recreate the template late if it becomes damaged.
- Emails have special rules, please make sure you know them:
- We do not recommend creating emails from scratch as there are several merge fields that are required on every email template.
- Selected_Appointment_Location_Printed_Name
This will match the Printed Name in Edit > Setup > Location
- Selected_Appointment_Location_Street_Address
- Selected_Appointment_Location_City_State_PostalCode
- HYPERLINK”{Opt_Out_Link}” \o “Click Unsubscribe”
- Text messages must be short
- 100 character limit. The merge field does not count. The character counter in the bottom-right corner will update with an average delay of 5-6 seconds.