SMS Message Status Tracking, and Patient Replies

 

Status Legend - Tracking SMS Messages from the Appointment Book

The status of sent SMS messages is displayed alongside the patient's appointment within the Appointment Book, an example of which is shown below. Use the table following for reference.

These indicators can be shown or hidden via a drop-down list located at the top right-hand corner of the Appointment Book. Note that this list will not be visible unless you have registered for SMS messaging, and then closed and re-opened the Appointment Book.

Status

Description

A message has been sent, but you are not waiting on a reply. See  Patient Replies, below.

A message has been sent, and you are waiting on a reply. See  Patient Replies, below.

A message has been sent, and the patient has replied* indicating that they have declined the appointment.

The message failed to send.

A message has been sent, and the patient has replied, indicating that they have accepted the appointment. See  Patient Replies, below.

A message has been sent, and the patient has replied, but their reply message is deemed 'uncertain'. See  Patient Replies, below.

 

 


Patient Replies

Patients can only reply if you have indicated they may. Accepted responses are shown below. Note that these are case-insensitive;

o       YES or Y + alternates: The patient means to attend the appointment.

o       NO or N + alternates: The patient cannot attend the appointment.

o       STOP + alternates: The patient wishes to opt-out of further SMS notifications. Note that this response does not imply the patient's intentions regarding the appointment.

 

For information about requesting replies to SMS messages, see Sending SMS Messages to Individual Patients via the Appointment Book.

For information about creating acceptable alternate reply terms, see Configuring SMS Reply Behaviour.