There are times when you navigate to View > Reminder Dashboard you will see errors on the appointment reminders. For more information about the dashboard please read this article. When you see a red I on the reminder for a patient, if you hover over it, it will give you more information, like the error shown below.
These errors can indicate a problem with the email address, or the phone number where they tried to deliver the text message. Sometimes however, if you click and hover over the red I it will just show an error that says: "There were some error(s) while merging the document."
When this error happens, there is a quick fix to solve it. You would look at the reminder that sent, see if it was a pre-appointment or day before reminder, and then go into the setup. This means going into Edit > Automation Suite > Appointment Campaigns.
Next, you will find the appointment type or location level settings for that patient's appointment, then click on the option for that appointment reminder type as shown in the screen share below.
Once you have clicked this, select the appropriate document from the drop down and then click save.
Once you have saved the changes, it will reset the document and should stop that error from happening on any future reminders.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.
C9 Connect Reminder Error
