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Overview

The EXDOCe Email module enables Email to be sent and received by the practice.

It comprises an Email Desktop with Create and Send functions in a tabbed interface: Inbox, Outbox, Sent, Deleted.

Once configured this is accessible from File > Email... or from an optionally configured icon on the toolbar:

EmailIcon

.

Tags-ShowAllEmail-Generic



Requirements:

  • Registration.
  • Configuration is by means of an Email Setup Wizard, accessible from Configure > Email Parameters...
  • Email Templates need to be configured.


Once registered and configured the Email Desktop


IMAP Option for Incoming Email

EXACT historically used the POP protocol for Email, but from v12.7 the IMAP protocol is optional for incoming Email.

POP is a simple protocol that generally allows the downloading of original messages (not copies) from an Inbox to a local computer, and has few other features.

The Internet Message Access Protocol (IMAP) is a more feature-rich mail protocol used for accessing email on a remote web server from a local client. It stores email messages on the mail server, but allows the end user to view and manipulate the messages as though they were stored locally on the end user's computing devices. Copies of messages and attachments are transferred to an email client only on request, but the originals always reside on the mail server.

Requirements

  • EXACT v12.7 or later


To configure IMAP Email in EXACT

  1. Select Configure > Email Parameters to open the Email Setup wizard.
  2. Select Next>, then Next> again.
  3. In the Account Details page of the wizard, do the following:
    • Replace pop with imap
    • Accept the default IMAP port 993, or assign a different port number if required
    • Tick the checkbox,grey-checked Use IMAP checkbox Incoming
      (if you leave this unchecked EXACT will continue to use pop3)

    EmailSetup-3

  4. Select Next> until the last screen of the wizard displays, then select Finish.


Select a different Inbox folder (optional)

For example, select the ALL Incoming folder as the default folder for incoming IMAP-based Email:

InboxRename

A Superuser (such as a Support person, FIT Team member, Trainer or Technician) can specify your email server Inbox folder, should you require it to be changed.

This is possible by means of the email.server.inbox.folder.imap key:

IMAP-IncomingFolder


Email Service Enhancements

From EXACT v12.8 the Email Service is located only on the dental practice server. It runs automatically for server and all workstations, even if your practice previously had manual-start settings, so your practice requires software and hardware that enables automatic connection to the Internet.


Benefits of the v12.8 enhancements

  • Email transmission is more reliable.
  • Any practitioner can monitor the email service status (functioning or not functioning) within EXACT:
    • EXACT notifies practitioners if emails are not being sent.
    • Any practitioner can restart the email service from within EXACT.

      - This restart applies to all workstations.

  • The Email Setup Wizard is simpler and includes more intuitive settings for controlling the rate of emails being sent from the practice (to mitigate against Internet Service Providers identifying bulk emails as automated spam).


Email service runs only on the practice server (not on workstations)

From v12.8 the Email service runs only on the server (no longer on workstations).

To this end, the following applies:

  • The email service installation files are no longer included in the EXACT workstation installer.
  • The email service is set to automatically launch on the server, even if your practice previously manually ran the service.

    The Configure > Email Parameters... Email Setup Wizard has a server connection statement:

    "You should ensure that the server has the necessary hardware and software to connect to the internet."

    EmailSetup-ServerConnection


Regular email service check in

The email service regularly runs a self-test function to monitor correct functioning and to alert on failures.

It writes to the database(s) that it services each time that it passes this test. If the test fails (but the service is still running) it also writes the diagnostic log information back to the database.

Each EXACT workstation silently checks that these regular check-ins are occurring. So long as the email service is functioning correctly, the workstation displays a non-flashing status indicator whose tooltip states that the service is operating normally:

EmailServerRunning


When the workstation misses a check-in or records a failure, it flashes the email service not available indicator, and practitioners then click this indicator to display the diagnostic log.

icon_EmailFailure-02

Email Server Failure indication as a popup:

Email Server Problem



Email Setup Wizard

From v12.8 the Email Setup Wizard has been modified as follows:

  • No dial up Internet options.
  • The Test button tests the currently running email service, rather than just the ISP credentials. This provides an improved indication of whether the current configuration is correct at setup time.
  • To reduce the chances of an Internet Service Provider (ISP) flagging an EXACT account as sending spam, the Email Setup Wizard includes a constraint on the rate of emails being sent per minute. By default this is 40 emails per minute, but you can change this interval up or down as required.


The email service no longer by default checks only the last logged in database

If Genuine Server Check is active the email service sends and receives emails for all genuine databases.

If Genuine Server Check is inactive the email service sends and receives email for all databases except those with 'demo', 'training' 'test', 'trial' or 'backup' in the name.
The Login check is synchronised with this test, so practitioners receive the "This may not be your real database" warning when logging on to these databases.



To check the status of the Email Server and restart it if required

Any user can view the Email Server status and restart the server - there is no access restriction.

Display of a status change may take up to 15 minuites.


  1. Look at the status icons in the top right corner of the EXACT window, and locate the icon on the lower line:

    LowerLevel

  2. Hover your cursor over the cursor for a tooltip message.


    You will see one of these statuses:

    EmailServerRunning icon_EmailFailure-02


    NOTE: From change of status to the display of that status change may take up to 15 minuites.


  3. If the Email Server is not running, click the indicator to display the Email Server not responding window:

    RestartEmailService


  4. Read the message and then click the Restart Email Service button.
  5. Check the status indicator again within a few minutes to ensure that it is running. If not, refer to your IT technician or the EXACT Support Desk.


Email Configuration

NOTES:

Email configuration changed in EXACT v12.8, from when Email is only configured on the practice server (not on workstations) - see Email Service Enhancements in v12.8 .
A patient's Email address is stored within the Details Tab of the Patient file.
Similarly, the Email addresses for providers are entered/stored in the provider file, and those for specialists in the Specialist file.
Email can be sent from anywhere the button is available on the Toolbar, including the patient file and various locations in the appointment book, including the Follow Up Tab, Cancels Tab, Contact Lists and Arrivals Tab.

IMPORTANT: Some areas of Email configuration require a reasonable level of computer knowledge and expertise. Please contact SOEI Support if you are uncertain about any of the instructions in the following sections.


Email Parameters

IMPORTANT! IT information required: Before you begin the procedure below, check through the settings and ask your IT Systems Administrator or your ISP for any details that you may require.


To configure Email and SMS parameters (from server or any workstation)

  1. Either
    • Select Configure > Email Parameters

    Access to this option is controlled by user security settings.

    - Or -

    • Set email options from the Configuration (spanner) button in the email application itself.

      Select File > Email or click the email shortcut icon on the toolbar (if configured):

      Email button (taskbar)

      Then click the Configuration (spanner) button on the email screen.

  2. In either case, the email set-up wizard will display.

    The set-up wizard will guide you through the relevant steps to set up the email parameters. Descriptions of the fields that require information are listed below.

    For correct email operation, please refer to Software of Excellence support for help with setting these parameters.


Welcome screen:

v12-8EmailSetupWizard-01

Please check that you comply with this statement:

"You should ensure that the server has the necessary hardware and software to connect to the internet."

Account Details:


v12-8EmailSetupWizard-02


The following details are normally supplied by your Internet Service Provider (ISP) when you set up an internet account:

Practice Email Address

This is the full practice email address.

User Name

This is usually the user name used to access the internet connection.

Password

This is usually the password used to access the internet connection.

If you have a domain registered with a company other than your internet provider, the user names and passwords for internet access and for email may be different. Check with SOE Support or your domain/internet provider(s) if you are unsure.

Incoming Mail Server Port


This is the address of the mail server used to receive incoming mail. It can be specified by name (e.g. pop3.hotmail.com for a dialup setting, or server name for a LAN setting), or by numeric IP address (e.g. 190.167.250.112)

For a LAN you will also need to specify the port number in the appropriate field.


IMAP option:

If you opt to use IMAP, edit the address to read imap where it otherwise reads pop3, and change the default port. Also tick the Use IMAP checkbox, as described below...

checkbox,grey-unchecked Use IMAP

EXACT historically used the POP protocol for Email, but from v12.7 the IMAP protocol is optional for incoming Email.

POP is a simple protocol that generally allows the downloading of original messages (not copies) from an Inbox to a local computer, and has few other features.

The Internet Message Access Protocol (IMAP) is a more feature-rich mail protocol used for accessing email on a remote web server from a local client. It stores email messages on the mail server, but allows the end user to view and manipulate the messages as though they were stored locally on the end user's computing devices. Copies of messages and attachments are transferred to an email client only on request, but the originals always reside on the mail server.

If you check this box you also need to change the above Incoming Mail Server Port.

See also: IMAP option for Incoming Email

Outgoing Mail Server Port

This is the address of the mail server used to send outgoing mail. It can be specified by name (e.g. smtp.hotmail.com for a dialup setting, or server name for a LAN setting), or by numeric IP address (e.g. 190.167.250.112)

For a LAN you will also need to specify the port number in the appropriate field.

Specify if checkbox,grey-unchecked STARTTLS.

The STARTTLS checkbox is only enabled if it is on port 25, otherwise its status will be determined automatically, whether needed or not. When the wizard is being configured, the STARTTLS tick-box is enabled or disabled according to the outgoing port being used. Some ports (such as 587, which is a common port) specifically use STARTTLS, causing the tick-box to be greyed out (disabled)).

checkbox,grey-unchecked Use authentication for outgoing Email

Tick this checkbox if your ISP requires authentication for outgoing email.

checkbox,grey-unchecked Allow Email setup without account details

By default this is un-checked, and you are required to complete all fields in the Account Details screen, and then successfully Test Credentials before the Wizard Next> button is enabled.

You can check this Allow Email setup without account details to entirely bypass the Account Details screen setup. In this case all screen fields are greyed out and the Next> button is enabled.

Test Credentials


Click this button to check your connection and details.

The Test is only compulsory on the initial setup.
Once the Test is passed you can come back into the wizard to edit without being forced to re-Test.

You will see a progress indicator, and the test may take up to 5 minutes to complete.

TestingEmailCredentials

EXACT will immediately display an error message if there is a test failure. For example:

TestFailed-01 TestFailed-02


In this test EXACT runs a series of checks:

If any check fails you will see an immediate failure message with instructions.

No email will be sent during this check.


  1. Checks that workstations can access the Internet through the server.
  2. Checks that the Email Server is running.
  3. Checks that it can connect to the incoming Mail Server.
  4. If Incoming Mail Server check is successful, it then connects again to the Email Server to check user credentials and password.
  5. Checks that it can connect to the Outgoing Mail Server.
  6. If Outgoing Mail Server check is successful, it then connects again to the Outgoing Mail Server to check user credentials and password.
  7. Disconnects.


You cannot continue to the Next screen until either

- The Test is completed successfully, or

- You check the checkbox to checkbox,grey-checked Allow email setup without account details.

AllowEmailSetup

Scheduled Send and Receive

v12-8EmailSetupWizard-03

checkbox,grey-unchecked Send all mail immediately

With this checkbox un-checked checkbox,grey-unchecked your practice requires manual user action to send email.

Either

  • Click the Send/Receive Email button in the main Inbox, or
  • Right-click the email server icon and select Send/Receive Now from the drop-down menu, or
  • For Draft-status emails, send them individually by clicking the Send button within each email window.



With this checkbox checked checkbox,grey-checked the mail server will check regularly for new mail and send it immediately, but only during the periods specified in the screen:


TimesToCheckEmail


IMPORTANT: Ensure that scheduled network backup times don't coincide with these specified periods.


Within these periods your email server can check every __ minutes, and / or it can check at specific configured times:

PerformRegularChecks

checkbox,grey-unchecked Add a delay between sending each email

By default this setting is OFF (un-checked).

Internet Service Providers (ISPs) have automated ways of identifying clients who are spamming via their service. This includes measuring the volume and rate of client outgoing emails.

So if your ISP red-flags your practice for "spamming", you have the option to choke the rate of your email passing through the ISP facility.

This is by adding a delay between each outgoing email - tick the checkbox and then specify the maximum number of outgoing emails per minute, with the default being 40.

Minimum figure is 1. If you specify a very large number the software will send as many emails as it can within each minute.

This setting is deliberately presented as a per-minute figure because this way it is easier to comprehend the rate of sending than it would be with a seconds-delay figure.

AddADelay


NOTES:

Manual sending overrides the delay - if you create 10 emails and click the Send button, EXACT sends them all immediately, with no staggered delay.

DRAFT status emails are not sent automatically - when ready to send, click the Send button within that email's window.

Open email attachments directly

v12-8EmailSetupWizard-04


checkbox,grey-unchecked Open email attachments directly

This setting is off by default to provide default protection.

Please read the screen text carefully and only check this option if

  • You understand it.
  • You can confirm that your anti-virus program has the capability to scan email attachments before they are opened.
  • Your practice will regularly update the anti-virus program.

Important notes to avoid virus infection of your practice:

  • If your anti-virus program cannot scan emails before saving, you risk virus infection by selecting this option.
  • Keep your anti-virus program updated, or it may fail to recognise and deal with new viruses.


SMS Messages

v12-8EmailSetupWizard-05

These options set up the ability to send text messages (such as appointment reminders) to a cell phone.


SMS Provider

radiobutton,grey-unchecked Software of Excellence

Select Software of Excellence to use SMS reminder messages.

radiobutton,grey-unchecked None


Select None if reminder text messages are not going to be sent.

The Finish button will then immediately become available:

None-Finish

Practice ID [ ]


With Software of Excellence selected above, enter the appropriate Practice ID (if not already defaulted from the Practice Information screen) as supplied by Software of Excellence.

Once entered and your settings successfully tested (see below), the Practice ID will be "greyed out" and cannot be changed, as it is used in several places in EXACT for various functions.

Practice ID Password [ ]

Enter the password that is associated with your Practice ID.

Test

The Test button becomes available once the two fields above have been completed. It will test the SMS settings and functionality and if successful will display a message like the example below, which will tell you how many SMS credits you have left.

SMS Test message

If the Test button fails, check that you have entered your details correctly. If you have, and your practice uses a proxy server for connection to the internet, then you may need to check the configuration of your SMS services.

SMS Messages

v12-8EmailSetupWizard-06

Configure either:

  • Start sending all messages as soon as the list is generated.
  • Control when the messages are sent by scheduling and staggering the sending times.

radiobutton,grey-unchecked Send all SMS when the list is generated

Select this option to have SMS messages added to the queue for sending as soon as they are generated by a recall list or call list. (Other options will be 'greyed out' if this is selected).

It requires less setting up, but you have less control over when patients are likely to respond to the messages.

It would be useful for a small practice or if you had few patients preferring to be contacted by SMS.

radiobutton,grey-unchecked Enable staggered SMS sending

Select this option to control when the messages are sent by scheduling and staggering the sending times'

You can automatically stagger the sending and therefore also stagger most of the responses. It is ideal for a practice with many dental providers and patients with a preference for being contacted via SMS.

Delivery Times

This field shows the days and times that messages are to be queued for sending.

Use the Up/Down buttons to scroll up/down through the delivery time entries.

Click the +1 button to add a new date/time entry; this will open the Add Sessions window:

Add Sessions window

For each delivery session that you want to configure, select the day(s), then enter the start and end times in the boxes.

Use the scroll buttons to scroll up/down as follows:

1-minute intervals

1-hour intervals

Shift 10-minute intervals

Alt key 5-minute intervals.

Click the button to save each date/time entry.

To change an entry

  1. Delete it
  2. Click a date/time entry
  3. Select the Delete button to delete it
  4. Add the new details as above.

Finish button

Save the details and close the wizard.


Testing the Email Configuration

NOTE: The following is applicable ONLY if EXDOCe is registered.


The full Credentials Test is part of the Configuring Email Parameters (Email Parameters, Configure Email and SMS Parameters):

v12-8EmailSetupWizard-02

Click the Test Credentials button and wait for feedback.


Any practitioner can test the status of the Email service

All practitioners can view Email service status icons, and when the service is down they have the option to manually restart the service.

See Checking the status of the Email service


Viewing Email Errors

  1. In the Email desktop with functioning Email Server, click the "Up and Running" icon to display the View Email Errors window:

    View Email Errors

  2. Email errors take many forms. Use the available information to diagnose.
  3. To clear the list, select the Clear Errors button.


Email Troubleshooting

NOTE: View as HTML

By default, the View as HTML format option for email (as described in the Email in HTML Format topic) is turned off for all users apart from those with superuser security privileges.

This is because in some cases it can be a potential security vulnerability (especially if your anti-virus software is not configured, is not adequate for screen email messages, or is not current with updates).

When View as HTML format is turned off you will see messages displayed as plain text, with no images displayed.

See also: Viewing Email Errors


To check the status of the Email Server and restart it if required

Any user can view the Email Server status and restart the server - there is no access restriction.

Display of a status change may take up to 15 minuites.


  1. Look at the status icons in the top right corner of the EXACT window, and locate the icon on the lower line:

    LowerLevel

  2. Hover your cursor over the cursor for a tooltip message.


    You will see one of these statuses:

    EmailServerRunning icon_EmailFailure-02


    NOTE: From change of status to the display of that status change may take up to 15 minuites.


  3. If the Email Server is not running, click the indicator to display the Email Server not responding window:

    RestartEmailService


  4. Read the message and then click the Restart Email Service button.
  5. Check the status indicator again within a few minutes to ensure that it is running. If not, refer to your IT technician or the EXACT Support Desk.



To troubleshoot Email errors

If errors occur when receiving/sending mail, check the following:

  1. Run the email setup wizard, and run the email server Test Credentials to report any problems

    See Configuring Email and SMS Parameters (Email Parameters, Configure Email and SMS Parameters)

    TestingEmailCredentials

    EXACT will immediately display an error message if there is a test failure. For example:

    TestFailed-01 TestFailed-02

  2. Check that the email server addresses in the wizard are correct:
    • Open a command line (ms-dos prompt), by clicking on the ‘Start’ menu, choosing ‘Run’, typing ‘CMD’ and clicking .
    • Type in ‘ping IncomingMailServer’; where IncomingMailServer is the name that appears in the email parameters dialog box.
    • Press Enter key and the server will either reply or display an error message.
    • Repeat this step for the Outgoing Mail Server. Press Enter key and the server will either reply or display an error message.
  3. If the server fails to reply, there is a problem with the ISP or you do not have the correct name/address for the server.
  4. Other email clients may take incoming mail that is intended for EXACT Dental. Make sure all other clients are closed.
  5. Verify that the service for the Email Server is running. If it is, shutdown and restart it using the Email Server Administrator application on the desktop.
  6. Verify that the ‘Check for new mail between’ times specified in the Email Parameters window are valid and allow mail at this time.
  7. Force the Email Server application to send and receive mail by right-clicking on the email server icon in the System Tray (lower right corner of the Task Bar) and selecting ‘Send\Receive Now’:

    Email Admin options

  8. Try using another email client (i.e. Microsoft Outlook) to verify that Windows is correctly configured to receive mail, as there could be problems with the Internet connection or Internet provider.
  9. For further information, contact the ISP or the facility’s hardware technician.


Disabling Incoming Email

Most Dutch practices don't use incoming Email, but before v12.9 didn't have a way to disable it, causing EXACT to report incoming Email errors and display a blinking red cross.

EXACT v12.9 (and later) has an option to disable it in Configure > Email Parameters > Email Setup Wizard > Account Details screen.

On initial upgrade to v12.9 the Email setting defaults to the setting being enabled: checkboxblack-checked Enable Incoming Email. Unless you change this, future upgrades will continue to allow incoming Email.


To disable incoming Email

  1. Select Configure > Email Parameters and run the Email Setup Wizard.
  2. Step through the wizard to the Account Details screen.
  3. Un-check the Enable Incoming Email checkbox: checkbox,grey-unchecked Enable Incoming Email.
  4. Complete the Wizard setup through to the end.

    NOTE: You must complete the wizard to save the changes (you cannot un-check the Enable incoming Email option and then cancel the wizard).

Result:

  • Once the Incoming Email is disabled the option to modify their Incoming Email Server details will be disabled / greyed out, but the previous values that were there are retained.
  • After the wizard has completed successfully with the setting change the practice will no longer receive Emails into their Inbox.
  • The practice will not see a flashing error notification when the Incoming Email details are incorrect.
  • Outgoing Emails will still send out correctly.
  • The restriction will apply to both pop3 and IMAP Email configurations.
  • On subsequent upgrades EXACT will respect this disabled setting.


To re-enable incoming Email

Repeat the above procedure, but enable the setting: checkboxblack-checked Enable Incoming Email.

Result:

  • Emails will start appearing in the practice Inbox as normal.
  • The Inbox will retroactively fill with Emails that were missed during the disabled period.
  • On subsequent upgrades EXACT will respect this enabled setting.


Email Templates

You can create email templates to enable practitioners to quickly and easily generate Email messages, and to standardise documentation from the practice.

A special type of template is an email signature template.

Configure this in the email parameters (Email Parameters, Configure Email and SMS Parameters) to be used when practitioners create an email message without using an email template - in this case the signature will be automatically appended to the message as a signature or footer containing the practice's registered details.

Disclaimer

You may wish to add a standard legal disclaimer to the signature template. For example:

"This email contains confidential information for the addressee only. Any views or opinions presented are solely those of the author. If you are not the intended recipient, please notify the sender immediately. You should not use, disclose, distribute or copy this communication if received in error."


Creating a Standard Email Template

  1. Select Configure > Email Templates to open the Email Template File.
  2. Click the +1 button to open the Add Email Template window:

    AddEmailTemplate1

  3. Type a unique Code for this template (e.g. APPTREM)
  4. Type a description of the Template (e.g. Appointment Reminder)
  5. Click in the body of the window and type the text message, including the Dental fields using the correct format.
  6. To add merge fields (for auto-replaceable text), click the View Merge Fields button at the bottom of the screen. Tthis will display the Letter Merge Fields window:

    Letter Merge Fields example

    Note that you can filter this list for related merge fields by selecting from the drop-down filter list at the bottom of the window:

    Merge Fields groups

  7. To get the merge field into the document, use the clipboard as follows:
    1. Highlight the merge field(s) that you require (you can use CTRL-Click or SHIFT-Click for multiple selection)
    2. Press CTRL-C on the keyboard, or click the Copy Field(s) to Clipboard button to copy the field(s) to the clipboard
    3. Position the mouse cursor in the document or template at the point where you want the merge field(s) to be inserted.
    4. Press CTRL-V or RightClick>Paste to insert the clipboard content.
  8. Close the Letter Merge Fields window by means of the X button 'Close' button (red X).
  9. When finished creating the template, select OK to save it.


To Create a Signature Template

A signature template can be used in situations where you do not wish to use a template for an email message, but need to have a standard signature.

Although the signature template is set up in the same way as an ordinary template, once configured in the Email Parameters (Email Parameters, Configure Email and SMS Parameters) screen it does not need to be selected, but can be applied whenever an email message is created, by clicking the Include Email Signature button.

IncludeEmailSignature


To Create a Signature Template

  1. Select Configure > Email Templates to open the Email Templates file.

    You can also create a template using the Presentation Manager.

  2. In the Email Templates file, click the +1 button to create a new template:

    RGPEmailSignatureSetup

    1. Code - Type a unique code for this template.
    2. Description - Type a description of the Template so that others can see what it is.
    3. Body - Click in the body of the window and begin typing the text including the Dental fields using the correct format. You might want to add a standard disclaimer statement similar to the following example:

      "This e-mail contains confidential information for the addressee only. Any views or opinions presented are solely those of the author. If you are not the intended recipient, please notify the sender immediately. You should not use, disclose, distribute or copy this communication if received in error."

    4. Merge Fields - To add merge fields (for replaceable text), click the View Merge Fields button at the bottom of the screen; this will display the Letter Merge Fields window:

    Letter Merge Fields example

    Shorten this list by selecting a filter (a subset) of related merge fields using the drop-down list at the bottom of the window:

    Merge Fields groups


    1. You can copy fields from the Letter Merge Fields window into the destination document (Word, Presentation Manager, the Template window) by means of the clipboard, as follows:

      - Highlight the merge field(s) you require: Use Ctrl-Click to select individual fields or use Shift-Click to select a range of fields.

      - Copy the selected fields: Press Ctrl-C on the keyboard or click the Copy Field(s) to Clipboard button.

      - Position the mouse cursor in the document or template at the point where you want the merge field(s) to be inserted.

      - Paste the merge fields by means of Ctrl-V, or right-click > Paste.

  3. When the Letter Merge Fields window is no longer required, close it by means of the X button 'Close' button (red X) .
  4. When you have finished creating the template, click the OK button to save.
  5. Go into the Email Parameters (Email Parameters, Configure Email and SMS Parameters) window in the Configure menu, and select your new signature template in the Email Signature field.

    NOTE:
    By default, the View as HTML format option for email is turned off for all users apart from those with super user security privileges. This is because if your anti-virus software is not configured or not adequate to screen email messages it can be a potential security vulnerability.
    The implications of this are that if your signature template contains special formatting and/or graphics, they are potentially available anywhere on the system, but if View as HTML is not enabled, you will not be able to view them in EXACT, nor will you be able to see how your template will appear to recipients.


Merge Fields in Email Templates

(See also Creating a standard Email Template)

Merge fields may be added to a template by

  • Typing them in as text exactly as they are listed (this must be accurate so that they can be resolved when the email is processed), or
  • Clicking the View Merge Fields button at the bottom of the Add Email Template window

    AddEmailTemplate-viewmergefields

Sample text for an appointment reminder template, showing the correct use of the fields:


Dear [patient.title] [patient.firstname] [patient.lastname],

We would like to remind you about your next appointment that is due on [patient.nextapptdate] at [patient.nextappttime] with [patient.nextapptprovider].

If this appointment is unsuitable please contact us as soon as possible on [practice.phone] to arrange a more convenient time, otherwise we will see on you on [patient.nextapptdate].


Kind regards,

[patient.dentistname]

[practice.name]

[practice.regaddress1]

[practice.regaddress2]

[practice.regaddress3]

[practice.regpostcode]

[practice.regcountry]

[practice.regnumber]


If selected as a template for a patient email, the email content could look like this for a specific patient:

CreateEmail


Using Merge Fields for Patient Preferred Locations

The patient's preferred location has been added as a merge field, enabling sites with multiple locations to auto-generate patient recalls per Location.

These merge fields can be used in Email, SMS and EasyPost Letters.

  1. In the Configure > Practice Settings window, check (tick) the Enable Locations checkbox:

    PracticeSettings-Settings-Locations

  2. To control user access to locations, also check the Enable User Accessibility checkbox (if you leave this unchecked, all users will have access to all locations).
  3. Check the Use patient preferred location details for communications checkbox.

    This functions as a "switch" to switch as follows:

    PracticeSettings-PrefLocExplanation


Patient Preferred Location merge fields:

(From EXACT v12.10)

«patient.PreferredLocationName»

«patient.PreferredLocationAddress1»

«patient.PreferredLocationAddress2»

«patient.PreferredLocationAddress3»

«patient.PreferredLocationPostCode»

«patient.PreferredLocationPhone»


Preferred Location, specified per patient:

Each patient's Preferred Location can be specified in the Patient File Details tab:

SelectPrefferredLocation

In patient correspondence templates for Easypost Letter, Email and SMS, you can then use merge fields to automatically include Preferred Location in the correspondence.


Easypost example:

PrefLocation-Easypost

Email example:

PrefLocation-Email

SMS example:

PrefLocation-SMS


SMS Templates

See also: Selecting or creating an SMS template | SMS messages | Configuring SMS Replies


To view, edit or create templates to use with SMS messages

Select Configure > SMS Templates.

The View SMS Templates window will open:

SMS Templates

This shows the templates currently available to use for SMS messages to patients, and also (at the bottom of the window) the number of SMS credits remaining with Software of Excellence. Any templates for Flash SMS messages will be indicated by a Y in the "Flash" column.


To Create a new SMS Template

  1. Click the button at the bottom of the screen.
    A window similar to the following example will open:

    Add SMS Template window

  2. In the Code field, enter appropriate text to identify the new template.
  3. Enter a brief description of the template's function in the Description field.
  4. If the template is for an SMS Flash message, click the Flash checkbox.
    (On some phones a Flash message will appear on the screen immediately upon arrival, without the need to press any buttons on the phone.)
  5. In the main entry box, type the text to appear in the SMS message.

    The total character count, and the number of SMS messages it represents, will appear below the box.

  6. To add merge fields to the message, click the View Merge Fields button button; this will open the Merge Fields window.
    To insert a merge field, click on the field to select it, then click the Copy Fields to Clipboard button button.
    Right-click in the message at the point where you want the merge field to be inserted, and select "Paste" from the drop-down menu, or press 'V' key.

    NOTE: Due to the variable length of text inserted by a merge field, the character count will not accurately indicate the total character count, but provides only an indication of message size.
    If the character count is approaching 160 characters, and there are merge fields included, you may wish to either edit the message to make it shorter, remove one or more merge fields, or select another option from the "Truncate To" drop-down, so that the message is sent in its entirety.

  7. The 'Truncate To' field controls the maximum length of SMS messages to be created, and how many SMS credits you are charged for each one, based on its length.
    If you accept the default, or if SOE is not your SMS provider only one message of no more than 160 characters will be created.
    Any characters after the limit will be truncated and will not be sent.

    However, if SOE is your SMS provider, you can choose any length up to a maximum of the equivalent of nine (9) messages. Only one message will be sent, but it will use the number of credits equivalent to the number of 160-character messages it represents.(Note that because of the way messages are handled by the SMS gateway, where some characters are used by the system, the number of SMS's corresponds to dividing the total message character count by 153).
    If you wish to send a message of more than 160 characters, click the drop-down button to choose the maximum number of messages to send. For instance, if your message is close to the 160-character limit, and has merge fields included, then select 2 SMS's from the drop-down. This means if the message does happen to go over 160 characters in length, the recipient will still be sent the full message, unless it exceeds 306 characters, in which case it will be truncated.
    When you have finished editing the template, click the button to save it and close the window.


To Edit an SMS Template

  1. Select "SMS Templates" from the Configure menu.
  2. Click on the template you wish to edit.
  3. Click on the button to open the selected template in the "Edit SMS Template" window.
  4. Edit the template as required, then click the button to save it and close the window.


To Delete an SMS Template

  1. Select "SMS Templates" from the Configure menu.
  2. Click on the template you wish to delete.
  3. Click on the button to delete the selected template.
  4. Click the button to confirm that you wish to permanently delete the template.


Email Server

The EXACT Email Server runs as a Windows service, rather than as a separate program.
It is not necessary to log on (or remained logged on to) to a separate server in order to start the email server.

Under normal circumstances, there should be no reason for you to have to do anything with the email server once it has been set up, and the Email Server Administrator on the desktop would be used to check and manage the server. The following instructions are here as a reference only.


Email service runs only on the practice server (not on workstations)

From v12.8 the Email service runs only on the server (not on workstations).

To this end, the following applies:

  • The email service installation files are not included in the EXACT workstation installer.
  • The email service is set to automatically launch on the server, even if your practice previously manually ran the service.

    The Configure > Email Parameters... Email Setup Wizard has a server connection statement:

    "You should ensure that the server has the necessary hardware and software to connect to the internet."

    EmailSetup-ServerConnection



Regular email service check in

The email service regularly runs a self-test function to monitor correct functioning and to alert on failures.

It writes to the database(s) that it services each time that it passes this test. If the test fails (but the service is still running) it also writes the diagnostic log information back to the database.

Each EXACT workstation silently checks that these regular check-ins are occurring. So long as the email service is functioning correctly, the workstation displays a non-flashing status indicator whose tooltip states that the service is operating normally:

EmailServerRunning


When the workstation misses a check-in or records a failure, it flashes the email service not available indicator, and practitioners then click this indicator to display the diagnostic log.

icon_EmailFailure-02

Email Server Failure indication as a popup:

Email Server Problem



To check the status of the Email Server and restart it if required

Any user can view the Email Server status and restart the server - there is no access restriction.

Display of a status change may take up to 15 minuites.


  1. Look at the status icons in the top right corner of the EXACT window, and locate the icon on the lower line:

    LowerLevel

  2. Hover your cursor over the cursor for a tooltip message.


    You will see one of these statuses:

    EmailServerRunning icon_EmailFailure-02


    NOTE: From change of status to the display of that status change may take up to 15 minuites.


  3. If the Email Server is not running, click the indicator to display the Email Server not responding window:

    RestartEmailService


  4. Read the message and then click the Restart Email Service button.
  5. Check the status indicator again within a few minutes to ensure that it is running. If not, refer to your IT technician or the EXACT Support Desk.




To Use the Email Server Administrator in Windows

The Email Server Administrator is run by double-clicking the icon on the desktop: EmailServer Admin icon

This will launch the Administrator which will then show as an icon in the Windows "QuickStart" tray on the taskbar at the bottom of the screen:
Email Admin quickstart icon

Note that if it is already running the icon will already be in the tray: emailtrayicon

If the email server has been stopped, it will show as an icon like this: emailtrayiconoff


Right-click the icon to see the menu options:
Email Admin options

Start Email Server

Choose this option to start the Email Server; if it is already running, this will have no effect.

Send\Receive Now

This will send any email waiting in the Outbox, and look for any new incoming email on the mail server.

Shutdown Email Server

This will perform an orderly shutdown of your Email Server.

Exit

Closes the Email Server Administrator


To Check the Email Server Service in Windows

Windows services can be accessed directly from "Administrative Tools" (Start > Administrative Tools > Services):

Services menu item

In the "Services" window, look for the item "SOEEmailServer":

Email Server service item

If the service for the Email Server is already running, then the entry in the "Status" column should say "Started".


To Start the Service for the Email Server from Windows

If the service for the Email Server is not running, the "Status" will be blank.

To start the service, click the item "SOEEmailServer" to highlight it, then either right-click it and select 'Start' from the drop-down menu, OR click the "Start Service" button in the toolbar at the top of the window:

Large Screenshots

Within a few seconds, the service should begin running, and the Status will change to "Started".


To Stop the Service for the Email Server from Windows

Normally, there should be no reason to stop the service, but to do so, click the item "SOEEmailServer" to highlight it, then either right-click it and select 'Stop' from the drop-down menu, OR click the "Stop Service" button in the toolbar at the top of the window:

Stop service button


To Restart the Service for the Email Server from Windows

More commonly, if the Email Server was not running properly for some reason, you would need to restart the service.
To restart the service, click the item "SOEEmailServer" to highlight it, then either right-click it and select 'Restart' from the drop-down menu, OR click the "Restart Service" button in the toolbar at the top of the window:

Restart service button


Patient Email Address

Patients can have one or more email addresses, which are saved in their patient file, and can be entered or edited there.

You can also enter or edit email address information from the email windows themselves.

For example, if you receive an email message from a patient, when you click the File button File button at the bottom of the Inbox, it will open the File Email window:

File Email window

If the email address corresponds to that for a patient, the "File to patient" field will be automatically filled with the patient's name, and all you need to do is click the button, unless you wish to also file the email to a specialist, or make changes to the patient's email address.

If there is no match, you can select the patient using the button or scroll through patient names using the buttons.
The Add this address field field will also be active, and the email address will be automatically added to the patient's file when the button is clicked.


Primary email address

Note that in the "Patient's existing email addresses" field, if there is more than one email address, you can indicate which is the primary (default) address, by clicking in the checkbox next to it, so that it is ticked. This is the address that will be used by default for email such as automatic appointment reminders. You can still send email to other addresses (such as the patient's business email), but this must be done by selecting the address when you create the message.


To manually add an email address

  1. Click the button in the 'File Email' window; the following window will be displayed:

    Add Email Address

    Email address

    Enter the patient's email address.

    Contact

    Enter any text you wish to describe the contact type.

    Location

    Click the button corresponding to this email address's location.

    checkbox,grey-unchecked Send outbound emails to this address

    Click this checkbox if you wish all outbound email messages to go to this address.

  2. Click the OK button when you have finished entering the details, or click to exit without saving the details.


To edit an email address

Highlight the address to be edited in the File Email window, then click the Delete button to display the Edit Email Address window. The window and details are essentially the same as the Add Email Address window described above.


To delete an email address

In the File Email window, highlight the address to be edited, then click the Delete button to delete it.


Email Address Book

Email addresses are usually entered in the appropriate screen (the Patient File, Provider File, specialist File, etc.) but for convenience EXACT has an email address book, accessed via the button on the 'Create Email' window:

Email address buttons

To enter an email address in a To:, Cc: or Bcc: field, click the button on the appropriate line to open the Email Address Book:

Email Address Book (patients)

The address book has the most pertinent details fields for patients on one tab (above), and for Specialists on the other:

Email Address Book (specialists)

In both cases, an address can be added to the To:, Cc: or Bcc: field field by clicking in the field then double-clicking each person whose address you wish to add to that field.

When you click the OK button, the addresses are added to the address fields in the email message.

Provided you have appropriate security, you can edit, add, or delete patient or specialist records using these buttons .

Print patient details by means of the Print button .


SMS Service Through a Proxy

Please contact Software of Excellence support if you are at all unsure about this, and require help to set it up correctly.


Set up the EXACT Proxy for all communication to work:

  • Leave Windows Proxy settings default (i.e. do not direct Windows Proxy to point at the same Proxy as EXACT)
  • (Administrator access required) Configure EXACT Proxy settings in Configure > Settings:
    • proxy.address
    • proxy.port
    • proxy.user
    • proxy.password
    • if using Proxy for email, then proxy.for.email should be set to 1

    Proxy-General


To test the new setting go into the Configure > Email Parameters menu option, and click the Test button button on the SMS Messages window.

See Email Parameters for more information about setting up SMS and email.



Contacting the SOE Dental Support Team via Email

Select Help > Email Support...

Email Support option

EXACT automatically emails Support and you will see a reply in your Inbox:

Help-EmailSupport2



Actioning Email

Actions that you can take in response to an incoming Email include:

  • Reply directly to the patient.
  • Forward the Email (complete with any comments you may have added) to one or more other people.
  • Book the patient an appointment directly from the incoming Email.
  • File the email message in a patient's and/or specialist's file. Normally, email from a patient or specialist will be recorded in their "Contacts" tab, but there are occasions when this may not happen, such as when it is sent from an address different to that recorded for the patient or specialist.


Your action depends on the contents of the Email. For example:

  • A question regarding the surgery hours - reply directly.
  • A query from a specialist regarding a patients’ medical history - this may be best answered by that patient and therefore you could forward the specialist’s email on to the appropriate patient.
  • A patient requesting an appointment - create the appointment by dragging the Email directly into the Multi Column View Day area.

So that you can leave email in your inbox for future reference, but indicate that it has been dealt with appropriately or 'actioned', there is a checkbox next to each email message. If you click on this with the mouse once you have finished with the email, and the "Show Actioned Items" checkbox is not ticked, the email items that you have 'actioned' in this way will be hidden from view.

At any time, you can view all items, including those 'actioned', by clicking on the "Show Actioned Items" checkbox.



Checking the Status of the Email Server

Any user can view the Email Server status and restart the server - there is no access restriction.

Display of a status change may take up to 15 minuites.


  1. Look at the status icons in the top right corner of the EXACT window, and locate the icon on the lower line:

    LowerLevel

  2. Hover your cursor over the cursor for a tooltip message.


    You will see one of these statuses:

    EmailServerRunning icon_EmailFailure-02


    NOTE: From change of status to the display of that status change may take up to 15 minuites.


  3. If the Email Server is not running, click the indicator to display the Email Server not responding window:

    RestartEmailService


  4. Read the message and then click the Restart Email Service button.
  5. Check the status indicator again within a few minutes to ensure that it is running. If not, refer to your IT technician or the EXACT Support Desk.


Replying Directly to Email from a Patient

  1. Double-click on the email you received to view the details:

    Read Email example 2

  2. Click on the button. This will automatically address the email to the person that sent the email.
  3. Type in the appropriate response. You will notice that the text of the email received is automatically included in the Reply.
  4. Click ‘OK’ to send the reply and click Close to close the window.
  5. If no further action is required, click on the 'actioned' checkbox in the Inbox next to this email to indicate that no further action is required with regard to this email:

    Actioned checkbox
    To view the email that have been received and actioned, click on the ‘Show Actioned Items’ checkbox at the bottom of the window:

    Show Actioned Items checkbox


Forwarding Email

  1. Double-click on the email received to view the details:

    Read Email example 2

  2. Click on the button.
  3. Select the required patient using the Address Book.
  4. Type any further details as required into the body of the email.
  5. Click ‘OK’ to forward and click ‘Close’ to close the window.
  6. If no further action is required, click on the 'actioned' checkbox in the Inbox next to this email to indicate that no further action is required with regard to this email:

    Actioned checkbox
    To view the email that have been received and actioned, click on the ‘Show Actioned Items’ checkbox at the bottom of the window:

    Show Actioned Items checkbox


Deleting Email Items

  1. Select the item(s) and click the button in the toolbar at the bottom right-hand corner of the window:

    Delete selected email

    Pointer (hand) You can also right-click an item, then click "Delete" from the drop-down menu:

    Email right-click menu (delete)

    You will be prompted to confirm the deletion:

    Confirm email deletion dialog

  2. This gives you the opportunity to change your mind and still click the 'No' button button to cancel the deletion.

To Read Email in the 'Deleted' Folder

To read an item in the Deleted folder, double-click it, or press Enter key when it is highlighted.

Holding the mouse over the icon to the left of the ‘From’ column, displays a Tool Tip window where the complete email text can also be viewed.

To Select Email Items

Items to be deleted can be selected one at a time by clicking on them with the mouse.

To select more than one item, do one of the following:

  • To select several individual items, hold down the button, and click the items once with the mouse to select them.
    (Click again to de-select items).
  • To select several adjacent items, hold down the Shift button, and click the first item to select, and the last item to select. All items in-between the two items clicked will be selected. If you then wish to de-select some individual items, hold down the button, and click the items once with the mouse.
  • To select ALL items in the folder, click the Select All button button. Once clicked, it will change to the Unselect All button button. Click it again to deselect all items.
  • To select MOST of the items in the folder, click the Select All button button, then hold down the button, and click items once with the mouse to de-select them.

Deleted Items

Once you have confirmed you wish to delete items, they are removed from the folder they were in, and are placed in the Deleted folder.


To undelete / restore Email

If you wish to, you can undelete an item by selecting it (as above) and clicking the Move button (text) button.

The Move To... dialog will then display:

Move to dialog

Select the target folder from the drop-down menu, and click the button.

The item will be moved to that folder.


To read an item in the Deleted folder

Double-click it, or press Enter key when it is highlighted.


To forward a deleted email to another person

Highlight the email and click the button (See To forward)


To mark email as unread

Highlight it and click the 'Mark email as unread' button button.


To mark email as read

Highlight it, and click the 'Mark email as read' button button.


To view more information about an email message

Highlight it and click the button to display the history of the item:

Info for email item


To print an email item

Highlight it and click the button.


To permanently delete email

Highlight it (as above) then click the button.


Booking an Appointment from the Email Inbox

  1. Double-click on the email received for the full details, and identify any preferred appointment times.
  2. Close this window to view the appointment book.
  3. Check to see if the preferred appointment time is available. If not, identify an alternative.
  4. Ensure that the email has been filed to the correct patient. If the email has not been filed to a patient you will need to do this before an appointment can be booked.
  5. To file the email to the correct patient,
    1. Click the File button at the bottom of the Inbox.

    The File Email window displays:

    File Email window

    1. If the email address automatically corresponds to that for a patient, the File to patient field will populated with the patient's name, and all you need to do is click the OK button. (Unless you wish to also file the email to a specialist, or make changes to the patient's email address)
    2. If there is no match, select the appropriate patient by using the selector buttons .

      Once a patient is selected you will see the checked (ticked) checkbox for Add this address to patient's email addresses:
      Add this address field

      When you click the OK button the email address will be automatically added to the patient's file, and future emails from this email address to be automatically filed - if you don't want this, un-check the checkbox before saving.
    3. Edit, add and delete email addresses by means of the buttons below the email box:
  6. With the emil filed to the correct patient, drag the patient’s email from the Inbox to the appropriate appointment time.
  7. When the appointment is booked you may get the following message:

    This message will appear if your system is set to automatically send patient email confirmations. For further information regarding this feature, please refer to the Configuration Section of this tutorial.

    Click Yes to send the patient an email confirming this appointment.

  8. You will notice that this patient’s email has now disappeared from the Inbox. This is because the email has automatically been updated as Actioned.


Viewing Email that has been Received and Actioned

  1. When email messages have been actioned they are hidden from view in the Inbox, which means only the email messages still to be actioned are displayed.
  2. In the ‘Inbox’ tab, click on the checkbox. All previously actioned email messages that have not been deleted will be re-displayed:

  3. As email messages are received and replied to, they can be marked as “Actioned” by inserting a tick into the Status box at the beginning of the email as shown above.
  4. Ticking the ‘Show Actioned Items’ will also display the email that have already been actioned.


Creating Automated Appointment Reminder Email

This is an option in Configuring Automatic Appointment Reminders, and includes New Patient Email, iCalendar attachments, and Email Signature.

(This is part of the Configuring Automatic Appointment Reminders Wizard)

Configure the second page of the wizard - Automatic Emails - as follows:

ConfigureAutomaticAppointmentReminders-01


New Patient Email

This is typically a Welcome email format, used as the initial email contact with a new patient. It can include useful information such as surgery hours, road map and available parking.

Select a template for automatically sending an email to each new patient.

Appointment Confirmation

An email template for confirming a booking by means of an email from EXACT to the patient.

Note that if you include iCal appointment information you can also configure an iCal Appointment Alarm (default 60 mins), which is a calendar-based alarm generated in the patient calendar.


TIP: With modern security concerns patients may be reluctant to open attachments. Perhaps it is worth explaining the nature of the .ics attachment to patients at the time of booking, and / or modifying the Appointment Confirmation template email message to include an explanation of the attachment.

Delay email delivery

EXACT holds the confirmation email in the EXACT outbox for this period before sending it to the patient.

Why?

Receptionist booking of appointments is often a trial-and-error process... "How about this one Mrs Jones, at 3pm on Wednesday? No? OK then what about 2pm on Thursday?"

If EXACT emailed the confirmation immediately there would be many false start confirmation emails that the patient would need to delete from their email inbox. The delay period allows time for a definitive appointment slot to be chosen before EXACT sends the confirmation.

This setting is configurable in minutes, with a default of 10 minutes and a maximum of 99 minutes.

0 minutes will cause emails to be sent within about 10 seconds of creation, depending on your email server speed.

Prompt before sending

Normally this is a prompt to the receptionist where EXACT queries "Can I send this email now?"

If your practice uses the email delivery delay the prompt is likely unnecessary.

Sample prompt:

PpromptB4Sending-01


We recommend that you un-check this option if using iCal because at the time of the prompt receptionists may click Cancel, which would cancel the automated confirmation email with its .ICS attachment.

Include iCal appointment information

Check this option if you wish to attach iCalendar (.ICS) format appointments to confirmation emails.

Patients will see this attachment, and can double-click to insert the appointment slot into their personal calendar.

Outlook example:

iCAL-attachment-01

Their calendar software will then ask for confirmation:

AddICStoOutlook

Online Booking: With a configuration that includes iCal, patients booking online will also receive a confirmation email with .ICS attachment.


TIP: With modern security concerns patients may be reluctant to open attachments. Perhaps it is worth explaining the nature of the .ics attachment to patients at the time of booking, and / or modifying the Appointment Confirmation template email message to include an explanation of the attachment.

Appointment alarm

This is a patient calendar pre-appointment alarm that can be included in the .ICS attachment.

Configurable, with a default of 60 minutes. Leave it blank to have no alarm.

It doesn't apply if the Include iCal checkbox is un-checked:

IncludeICAL-greyedout

Note that the Appointment Alarm does not replace the normal appointment Email or SMS reminders in EXACT; it is a calendar-based reminder that works with the calendar appointment.

Appointment cancellation

This is a template email for cancelling an appointment.

Specify an email template or leave blank to use no template (with no specified template you would need to manually create cancellation emails).

Email Signature

If you do not use email templates but manually create emails, this is a means of having a standard footer or signature.

Configure an email signature or footer for automatically adding to any email messages that are not created via email template.

To add a signature or footer, click in the entry box, then select the required template file using the List or up/down buttons.

If the email template file does not already exist, you will have to create one. When you create a template, the footer or signature can simply be written into the template.


  1. Select Next >
  2. Configure the page for Automatic Appointment Reminders and Replies as discussed here:

    Configuring Automatic Reminders and Replies

  3. Select Next >
  4. If you have EasyPost, configure the Automatic EasyPost Appointment Reminders as discussed here:

    Configuring Automatic EasyPost Appointment Reminders

  5. Select Finish.


Database location of sent iCal attachments

The sent iCal attachments are saved to an attach folder, in sub-folders by year and month:

ICAL-databaseFolder


Tabs - Inbox, Outbox, Sent, Deleted

InboxOutboxSentDeleted-tabs

Emails stored in the Email tabs show different From and To information, depending on the typical requirements per tab.


Inbox

Select File > Email and select Inbox to display the Email Inbox tab:

Tags-ShowAllEmail-Generic


Displayed information:

  • Checkbox per Email
  • Attachment
  • From, Subject, Date, Time
  • Which patient and specialist record the email has been Filed To
  • Email Tags (the tags displayed depends on which filter is selected at bottom left)
  • Tooltip summary:

    TooltipEmail

Actions available in the Inbox

  • Filter the Email list to show all Emails, show only Emails with no tags, or custom-filter based on tags
  • Add new Email Tags
  • From the Email right-click menu, add a tag, add a new tag, remove all tags or remove a specific tag.
  • View email and attachments to messages
  • Hover your mouse over an Email to see a tooltip summary of the Email.
  • Delete email messages
  • Reply to email, with copies to other people
  • Forward email to another email address
  • Create new email messages
  • File email against a patient and/or specialist file
  • Print the contents of email messages
  • Mark read email as unread, and unread email as read
  • Send pending email and check if there is any new email, via the Send/Receive Email button
  • Take other actions
  • Pause staggered sending of SMS messages, via the Pause button Pause button.


Email Inbox toolbar

Select Email Inbox actions and options from the toolbar on the bottom of the Inbox screen:

Inbox toolbar

Alternatively, you can use the drop-down menu displayed when you right-click on highlighted email:

Inbox drop-down menu

The Tool Bar in the lower right corner of the window has the following functions:

Email filter

Tags-Menu01

Filter on tags...

FilterOnTagsWindow

[ ] Include ticked checkbox

Include ticked Emails in the display

[ ] Show Actioned Items checkbox

Normally, when you have actioned email, it is no longer displayed in the Inbox. Tick this checkbox to show all items, actioned or otherwise.

Reply

Highlight an email item and click this button to reply to the email.

Forward

Highlight an email item and click this button to forward the email to another person. Note that patient information cannot be emailed to another patient who is not a family member.

Select All

Select All button

Click this button to select all items in the Inbox (for example, to delete them).
If you want to select most of the items, you can then deselect items by holding down the key and clicking the items to deselect.
If you want to select some email items, hold down the key and click the items to select. (Note that clicking an item more than once toggles it between selected and not selected.)

File

File button

When email is received, if only one patient has the same email address as the one that sent the email, it will automatically be filed against this patient and displayed in the Contacts Tab.

If for some reason the "From" address does not match one in the EXACT database, this button allows email to be manually filed against Patient records or to a Specialist's file.

Filed emails are listed in the File to Patient and File to Specialist Inbox columns.

FileEmail-01

In this window you can also manage Contact Categories:

AddContactCategories

Information

This button displays all information regarding the selected email including when it was received, filed, read, replied to and actioned, similar to the one shown below:

Info for email item

'Mark email as read' button

Mark the currently selected email(s) as having been read.

The icon next to the email(s) will change from Unread email icon to Read email icon .

'Mark email as unread' button

Mark the currently selected email(s) as not having been read.
It will then be highlighted in bold type. The icon next to the email(s) will change from Read email icon to Unread email icon.

Print a copy of the currently selected email.

Delete the selected email from the Inbox, and move it to the Deleted folder.


Other Inbox features

Inbox Activity Tab

If you have configured your activity tabs to enable it, the Inbox is also displayed in the Multi Column and Multiday Appointment books, on the Activity Bar at the bottom of the screen:

Inbox tab on appointment book

Tooltip summary:

When email is received in the Inbox the following icon, will appear at the right hand side of the Workspace Bar. When you hover your mouse cursor over this icon, a tool tip will appear explaining that you have received new email, as shown below:

You can force EXACT to check for new email, via the the Send/Receive Email button .


To view the new email, either:

  • Double-click on the icon on the Workspace Bar

    - or -

  • Open the ‘Inbox’ window from the File > Email menu item or the email icon on the Workspace Bar

    - or -

  • Click on the ‘Inbox’ tab in the Multi Column Appointment Book.


To read the contents, either:

  • Hover the mouse cursor over the email received - this will open a tooltip with the message body displayed.

    - or -

  • Double-click on the email that has been received to open it in the 'View Email' window.


Viewing Email and Attachments

To quickly view just the contents of an email in the Inbox without opening it

Hover your mouse pointer over any part of the email line. This displays a Tool Tip window where the complete email text can be viewed:

Email tooltip example


To open an email

Either double-click it, or highlight it and press the Enter key.

Read Email example 2

In this window, the following actions are available:

  • If the email has been copied ("CCd") to several recipients, you can view these using the buttons.
  • Attachments can be saved to a folder on your computer by clicking on them to select them, then using the button.
  • You can open an attachment to view it by clicking on it to select it, then clicking on the Open attachment button button.
    The attachment will be opened using the appropriate application (word processor, image viewer, etc.)
  • The email can be viewed in other formats (see 'Email Format' below).
  • You can reply to the email.
  • You can forward the email.
  • You can file the email in a patient's and/or specialist's Contacts tab.


Email Format

When you open an email to view it, you have a choice of viewing it in one of two formats; which one is available will depend on what format the email was sent in:

  • Plain text (the default format). The formatting of the original email message is not preserved: any formatting features such as bold lettering, italics, different font styles and in-line graphics (if any) are not shown.
  • HTML format. Formatting in the email will be preserved and displayed (except for hyperlinks, for security reasons). In-line pictures in the HTML email will also be displayed (if present). This format will not be available unless this was the format the email was originally composed and sent with.

    To display email in HTML format, click the View as drop-down menu at the bottom left-hand corner of the "Read Email" window, click the button, and select the HTML option by clicking on it with the mouse, as shown below:

    HMTL email example


Deleting Email from the Inbox

To delete email from the inbox

Select the email message(s) to be deleted, then either click the Delete button in the bottom right-hand corner of the window, OR right-click the selected item(s) and select Delete from the drop-down menu.

When you delete email from the Inbox, it is not permanently deleted, but moved to the Deleted email items folder.


To Select Email Items

Select items individually by clicking with the mouse.

Options for selecting multiple items simultaneously:

  • To select several individual items use CTRL-click
  • To select several adjacent items, use SHIFT-click (click the first item to select, and the last item to select).

    All items in-between the two clicked items will be selected.

    If you then wish to de-select some individual items, use CTRL-click.

  • To select ALL items in the folder, click the Select All button Select All button.

    Once clicked, it will change to the UnSelect All Unselect All button button.

    Click it again to deselect all items.

  • To select MOST of the items in the folder, click the Select All button button, then CTRL-click individual items to de-select them.


Email Tags

Organise your Inbox by assigning tags to Emails.

Functionally this equates to arranging email in folders, but where an email can reside simultaneously in multiple folders.

Using Email tags you can filter the displayed Email list in multiple ways.

TIP: For Email Tag filters to be effective Emails should be diligently tagged by practitioners according to known standard procedures.


Features of Email tags

  • By default the Inbox shows only untagged emails.
  • Filter the Email list to
    • Show all Emails,
    • Show only Emails with no tags,
    • Custom-filter based on tags (for example, view only Emails with a specified tag, or view only Emails that have two specific tags.
  • Add new Email Tags.
  • From the Email right-click menu, add a tag, add a new tag, remove all tags or remove a specific tag.
  • EXACT automatically assigns Filed to Patient emails to a Patient tag.
  • Automatically assign Filed to Specialist emails a Specialist tag.


The default display is Email with no tags:

Default-EmailsWithNoTags


Use Show all Emails to view everything:

Tags-ShowAllEmails


Manage tags by means of the right-click menu:

Tags-RightClickMenu

Tags-AddTagToEmail-01


Add a new tag by means of the + Tag button:

Tags-AddTagToEmail-03

Tags-AddTagToEmail-02


Select multiple Emails and simultaneously add tags to all of them:

Tags-AddToMultiEmails


Filter options at bottom left of the screen:

Tags-Menu01

TIP: Look at the Tags column header to see if a filter is applied:

TagsHeader


Filter on tags...

FilterOnTagsWindow

Examples:

Sample-AllTags

Sample-OrTags

(AND logic)

This will display only those Emails that have both tag 6 and tag 4.



(OR logic)

This will display all Emails that have any of these characteristics:

  • tag 6,
  • tag 4,
  • both tag 6 and tag 4

Enabling Hyperlinks in Email

IMPORTANT: 
- By default practitioners do not have active (clickable) hyperlinks in Email. This is a precaution against potential virus links. Email hyperlinks can be enabled per security group, so the practice needs to consider which security groups are to be allowed hyperlinks.

- Hyperlinked .PNG files in Emails may not function correctly, so where possible use .JPG files for graphical hyperlinks.

  1. Select Configure > Security.
  2. Select a Security Group (Code).
  3. In the checkbox-tree locate [-] File - [-] Email - [ ] Enable Hyperlinks.
  4. Check (tick) the [ ] Enable Hyperlinks checkbox. For example, for the DENTIST security group:

    Email-EnableHyperlinks-01

  5. Click the Save button.
  6. Restart EXACT.

Users from that Security Group will then be able to click hyperlinks in their Emails:

HyperlinksEnabled


Outbox

Select File > Email and select the Outbox tab to display a list of messages:

Email outbox example 2

This window displays the following information:

  • The first column shows a warning icon if an attempt was made to send the message three times, and failed each time. This can happen if any attachment is too large for the Email service.
  • An icon to show what kind of message is being sent (Email or SMS) and its status.
  • The date and time the Email / SMS was created and ready to send.
  • Whom the Email / SMS is From.
  • Whom the Email / SMS is To.
  • The Subject of the Email / SMS.
  • For an SMS, if staggered recalls are in effect, the Deliver After column Clock icon will have a corresponding icon.
  • Current Status. Options are:
    • Ready to Send
    • Pending online booking synchronisation (EXACT hasn't yet finalised the URL / web address for the patient to use)
    • Online booking synchronisation Failed (EXACT is unable to finalise the URL / web address for the patient to use)

    Delete messages that are never Ready to Send.

Dealing with Online Booking synchronisation failures:

From EXACT v11.10 onwards you can use the Reset Failed Messages button in the Outbox tab to deal with Online booking synchronisation Failed status Email messages.

Select these messages from the list in the Outbox and then click the Reset Failed Messages button. EXACT will attempt to re-synchronise the online booking links and then send the emails.


To view full Email details or to edit the Email

  1. Open the Outbox as described above.
  2. Double-click the Email to open a full copy.
  3. From here you can edit (for example, add notes).


To quickly view just the contents of a message without opening it

  1. Hover your mouse pointer over any part of an Email message line to display a tooltip window showing the complete text:

    Outbox tooltip

  2. If an SMS message has a clock icon in the Clock icon column, you can hover the mouse pointer over the icon to see when the message is due for delivery:
    SMS staggered delivery tooltip


To perform further Outbox functions

Double-click any message to open it. When you close it it will lose any bold highlighting, indicating that it has been read.

The Tool Bar in the lower right corner of the window has the following functions:

Sort by Date

This shows the date of the currently selected message. If there are a lot of messages in the Outbox, you can enter a date here to find messages with that date: the first message with the entered date will be highlighted.

Click the Forward button to forward the selected email. The 'Forward Email' window will open, with the current email's text included, to allow you to choose a recipient and edit the details as you require.

Reset Failed Messages button

The Reset Failed Messages button becomes available if there are failed messages in the Outbox, as indicated by an icon in the Warning Failed to Send column column.

If you then click this Reset Failed Messages button, the 'failed count' is reset, enabling you to try to send the messages again.

Online Booking synchronisation failures:

From EXACT v11.10 onwards you can also use this button to deal with Online booking synchronisation Failed status Email messages.

Select these messages and click the Reset Failed Messages button. EXACT will attempt to re-synchronise the online booking links and then send the emails.

Select All button

To Select All the messages in the Outbox, click this button.

Hold down the CTRL key and click any messages you do not wish to be included.

'Mark email as unread' button

Click this button to toggle the selected messages as read or as unread.

Unread emails have bold text highlighting.

Click this button to display summary information for the selected email message:

EmailOutbox-InfoButton

Click this button to print a copy of the selected message.

Click this button to delete the selected message(s). They will be removed from the Outbox and put in the "Deleted" folder.


To select messages

Select items one at a time by clicking them.

To select more than one item,

  • CTRL-click to select discrete items
  • To select several adjacent items, click the first and then SHIFT-click the last. If you then wish to de-select some individual items, CTRL-click them.
  • To select ALL items in the folder, click the Select All button. It will change to the Unselect All button.
  • To select MOST of the items in the folder, click the Select All button then CTRL-click to de-select individual items.


Sent

1. From the ‘File’ menu, click on ‘email’ and select the ‘Sent Mail’ tab.

Email Sent example

This will open a window similar to the one above and display the following information:

  • An icon showing whether the sent item is an email or SMS, and if it is SMS, the send status
  • The date and time the email was sent
  • Who the email was From
  • Who the email was sent To
  • The Subject of the email
  • The Status of the email or SMS message. Note that sent SMS can have one of two "Sent" statuses:

SMS sent successfully

SMS appointment reminder sent to recipient

SMS buffered

SMS message received by gateway (not yet delivered)

The Tool Bar in the lower right corner of the window is the same in all email tabs.


Sending Email

Methods of sending Email within EXACT include:

  • Anywhere the button is available on the Toolbar, including
    • the patient file
    • various locations in the appointment book, including the Follow Up Tab, Cancels Tab, Contact Lists and Arrivals Tab.
  • From the Create New Email Now button on the Inbox window.
  • From any report's Print dialog window, by clicking the Email button Email.

    This will allow you to email a copy of the report as an attachment.


Email features

  • Email can be sent to multiple recipients.
  • Email can include attachments such as:
    • Patient X-rays
    • Patient Video Images
    • Patient Scanned Contact Documents
    • Patient Contact Letters
    • Other files such as reports, as selected.


To Email a Patient using the Email toolbar button

  1. Select a patient in the Patient File window.
  2. Click on the Toolbar button to open the Email Details window:

    EmailDetailsWindow

  3. Select a Provider if the email is to contain merge fields relating to that Provider.

    By default this will select the patient's usual Provider, but you can use the Selector buttons to change the selection if required.

  4. Select a Specialist using the Selector buttons if the email is to contain merge fields relating to that Specialist, otherwise leave the Specialist field blank.

    When the Specialist field is populated, the Email the Selected Specialist checkbox is available, so you can check (tick) this if the Specialist is to be copied on the email.

  5. Email template: Select the required Email template using the Selector buttons

    Use the Category and Description fields to help group and identify email messages in the Contacts screen and elsewhere in EXACT.

    Description: A default description for the template will be shown once you select the template.

    If required enter a detailed Description in this Description field, e.g. ‘Dentures reminder 15th November’.

  6. Include Email Signature: Check (tick) the Include Email Signature checkbox to optionally include the email signature or footnote (if one has been set up in Email Parameters).
  7. Click OK to send the email message. Depending on your email setup, the message will either be sent immediately or added to the queue for outgoing email.


To send Email with attachments

  1. Select File menu > Email to open the Inbox window.
  2. Select the Create New Email Now button to open the Contact by Email window:

    CreateNewEmailNow

    Take note of the instructions at the top of this window - if there is any patient, provider or specialist information you wish to insert in the email, you will need to select the appropriate person(s) in these fields in order for the merge fields to be included.

    To send a copy of the email to the patient and/or specialist, click the Email the Selected Patient and/or the Email the Selected Specialist checkbox.

    If you are sending a Form email such as an appointment reminder or welcome message to a new patient, you can use a template by selecting one in the Email Template field. In this case, the Category and Description fields will be defaulted to those appropriate to the template, but you can overwrite them if required.

    If you have an email signature set up, you can add it to the email by clicking the checkbox (this will otherwise be greyed out).

  3. When all the details and fields are completed, click the OK button.

    If any of the email recipients do not have an email address in EXACT, a dialog is displayed to allow you to manually enter one, which will be used for the email and added to their file as their email address.

  4. The next step is the creation and editing of the email message itself:

    CreateNewEmailNow-EmailWindow

    This example is in HTML format, but the window is the same for other formats apart from the buttons and controls above the body pane. (Select either plain text or HTML format from the View as drop-down).

  5. The To email address is defaulted from the previous steps.

    To change or add additional addressees:

    • Click the To, CC or BCC buttons to open the email address book, or
    • Select the recipient's name in the address book, and click the Edit button to edit the details.

    Due to confidentiality requirements, if you wish to add other recipients, these must be added in the Cc: or Bcc: fields, and must not be other patients unless they are family members.

    Example:

    CreateNewEmailNow-EmailWindow2

  6. If there are recipients such as staff or specialists to be copied or blind-copied on the email , click the Cc and/or BCC button to select and add them.

    Example:

    CreateNewEmailNow-EmailWindow3

  7. Continue using the Address Book until all the required recipients have been selected.

    Note that if any of the address fields contain more than one entry, you can use the buttons to scroll up/down through the entries.

  8. Enter a subject for the email (this is defaulted if you use a template).

    This makes it easier when searching for particular emails.

  9. Use the Attach... button in the Attachment field to add any required attachments:

    CreateNewEmailNow-Attach1

    Select Next> for the Attachment Picker:

    AttachmentPicker2

    The Attachment Picker window allows attachment of documents and images relating to the selected patient, and will show those available.

    If you need to, use the Find Other Files button to locate any other documents and images:

    FindOtherFiles

    Find the item(s) you wish to attach, and use the 'Move right' button button to select them.

    Note that due to patient confidentiality considerations, you may not attach patient data to an email addressed to multiple patients unless they are members of the same family (as indicated in the 'Family Member' field of the Patient file).

  10. Click the Finish button when you have finished adding attachments.

    The attachment/s display in the attachments window. From here you can further edit them from the right-click menu:

    AttachmentRight-Click

    +1 attach another file

    remove the selected attachment.
    save an attachment to another location.
    Open attachment button open the attachment with the appropriate program.

  11. Click the Send button to complete the email and place the email in the Outbox ready to send:

    Outbox

    To send immediately, click the Send/Receive Email button.

    If EXDOCe is configured to send automatically it will be delivered the next time mail is sent, otherwise it will be sent next time the Send/Receive button is clicked or Send/Receive Now is clicked on the email Server.

    While the Send/Receive process is active, the button is disabled (greyed out) and is only re-enabled when the send/receive process is complete.

  12. Optionally review in the Contacts tab:

    Each time an email is sent or received a record is kept in the Contacts tab of the Patient File using different icons to indicate the various types, as shown below:

    Icons in the Type column:

Incoming email (unread)

Incoming email that has been read and forwarded.

Outgoing email

Outgoing email that was in reply to an incoming email.

Email icon - outgoing, read

Outgoing email that has been marked as Read.

Email in HTML Format

NOTES:

By default, the Email View as HTML format option is turned off for all users except those with Superuser security privileges. This is because it can be a potential security vulnerability if your anti-virus software is not configured or is inadequate to screen email messages.

HTML formatting does not display for Email recipients who use a plain text email browser.


'View As' option is available if the original Email was in HTML format

Providing the original Email was sent in HTML format, you can choose to display it in either HTML or Text format (plain text is without formatting such as colours, fonts, bold and italic).

However, if the original Email was in Plain Text format, the HTML option is not available, and you will not see the View as option.

In the email windows, you can click the View as button and choose how the message body is displayed:

'View as' field

View As options


To create HTML Email Messages

The HTML Editor displays if you select View as > HTML when creating a new email message, :

Create Email example 2

The advantage of HTML over plain text is that you have more control over the appearance of the message - you can change font style and size, add colour, specify other formatting, and insert images.


NOTE: the HTML formatting does not display for Email recipients who use a plain text email browser.


Buttons and Functions

The HTML Editor tools and buttons are the same as or similar to those used in most Windows applications.

Each button has a tooltip to describe its function that is displayed when you hover the mouse pointer over it:

HTML Editor tooltip example


Design or Code toggle button

By default, the HTML editor displays the formatted message. If you click this button, it will instead display the HTML code.

Print button (html editor)

Click this to print the email message.

Copy, cut, paste buttons

These buttons allow you to respectively copy, cut, and paste highlighted text in the message body. Text can be highlighted as follows:

Click the left mouse button, and while holding it down, drag it sideways over text.

Click the left mouse button at the start of the text you wish to highlight, then hold down the Shift key while clicking the left or right arrow button on your keyboard.

You can also duplicate the buttons' functions using the keyboard:

'C' key is the same as the 'Copy' button

'X' key is the same as the 'Cut' button

'V' key is the same as the 'Paste' button.

Justification buttons

These buttons justify the current block (paragraph) of text: left, centred or right-justified respectively.

Bold, Italic, Underline, Strikeout

These buttons apply formatting to the selected block of text: bold, italic, underlined or strike-through. You can also duplicate the buttons' functions using the keyboard:

'B' key is the same as 'Bold'

'I' key is the same as 'Italic'

'U' key is the same as 'Underlined'

'U' key'S' key is the same as 'Strike-through'

Indent, outdent buttons

Click these buttons to indent the block of text or decrease the indent.

font and colour button

Highlight the text and click this button to format the current font:

Font window

Font window (HTML Editor)

Font: The current font is shown; click the drop-down menu to select another font.
Size: Click the drop-down to choose another size.
(Note that the size is relative, not the size in points - '3' does not mean "3-point font").
Fore/Back Colour: The current fore / background colour (in hexadecimal) is shown; click the Font colour button (HTML Editor) button to choose a different colour from the colour chart.

Spellcheck button

Spell-check your text.

Undo Redo buttons

Undo the last change that you made | Repeat a change that you have just undone.

'Insert or Edit hyperlink' button

To insert a new hyperlink, click this button and then enter the hyperlink's address.

If you have text highlighted, the text will be coloured blue and underlined.

If no text is highlighted, the hyperlink itself will be inserted as text.

To edit an existing hyperlink, highlight it and click the button, then edit the address.

Click Delete to delete the address completely.

Image buttons (HTML Editor)

Insert an image from your computer | insert an image from a remote (web) address.

List buttons (HTML Editor)

Insert a numbered list | Insert an unsorted (bullet-pointed) list

TIP: If you already have text you wish to turn into a list, highlight it and click the appropriate button; each new line of the highlighted text will become an item in a list.

Insert Table button (HTML Editor)

Insert a table - this will display the Table Properties dialog window to enable you to specify how many rows and columns and other parameters the table is to have.

TIP: To create a table quickly, just specify the Rows and Columns and accept the defaults for the other parameters.

'Line' button (HTML Editor)

Insert a horizontal line at the cursor's current position.


Once you have completed editing your message, click the Send button Send button to complete the email.
This will locate the email in the Outbox, ready to send.


Attachment Picker

Use the Attachment Picker to attach files to email messages.

These may be anything from invoices and statements, to images such as x-rays or educational slides, to documents on your computer.


To attach files to Emails using the Attachment Picker

Click the +1 button in the Attachment field of the Create Email window to display the Attachment Picker:

Attachment Picker window

The left pane shows the items available for the current patient, folder, and attachment type.

The right pane shows the files that you have selected as attachments.

To add files, select files in the left pane and move them to the right pane by means of the Move Right button 'Move right' button.

To remove files, select them in the right pane and click the Move Left button .

To choose other file types, click the dropdown button next to the 'Type drop-down menu, and select the appropriate type:

Attachment Type menu

Alternatively, you can:

  • Use the Folder field to select a particular folder (if there is more than one for the current patient),
  • Click in the Tooth field to enter a tooth code (e.g. LL6), or click on the Tooth icon Tooth button and see the tooth chart.
    Both of these enable you to display images associated with a particular tooth.
  • Click the Find Other Files button 'Find Other Files' button and browse for files anywhere on your computer or computer network.
    These are added directly to the Selected pane.


To convert attachment Files

If any of your stored images are DICOM images, you can convert them to JPEG format so that they can be emailed in a format that is more compact and that can be read more easily by applications such as Windows Fax and Picture Viewer.

Simply select the images, then tick the "Convert selected DICOM images" checkbox, and choose the JPEG image size you require.

NOTE: The JPEG image size is defaulted to whatever it was the last time it was selected anywhere in EXACT, but can be changed if required. The chosen size will be 'remembered' by EXACT.
If the image size selected is larger than the DICOM image, the image will not be scaled up, but will retain its original size.
The converted/resized image may lose some detail, and as such may be unsuitable to be used for diagnostic purposes.


To view attachment Files

To view image files before you select them as attachments, hover the mouse over the thumbnail, to display a tooltip, or click the Image Viewer button button to use the Image Viewer or the Rolodex button button to use the Cascade Viewer.


Deleted

EmailDeleted-01


To forward email from the Deleted tab

EmailDeleted-Forward


To move deleted emails to a different Email Tab

EmailDeleted-Move


To mark deleted emails as Unread or Read

EmailDeleted-UnreadRead


To view further Info on a deleted email

EmailDeleted-Info


To Print a deleted email

EmailDeleted-Print



Sending SMS Messages

SMS messages are useful to contact patients to remind them of appointments or other treatment-related information such as clinic closure. They can be sent in a number of ways within EXACT, including anywhere the SMS button button is available on the Toolbar, including the patient file and various locations in the appointment book, including the Follow Up Tab, Cancels Tab, Contact Lists and Arrivals Tab.

Before SMS Messaging can be used, you need to set up an account with an SMS provider such as Software of Excellence, and then configure your setup via the 'Email Parameters' screen. If you are going to send SMS messages regularly, it is useful and efficient to set up SMS templates for commonly used purposes, although you do not need to have templates set up in order to send SMS messages manually.


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