{"type":"doc","content":[{"type":"paragraph","marks":[{"type":"alignment","attrs":{"align":"center"}}],"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.macro.core","extensionKey":"livesearch","parameters":{"macroParams":{"size":{"value":"large"},"type":{"value":"page"}},"macroMetadata":{"macroId":{"value":"f87d5af2-fa6e-4cec-a6eb-ccb47919a0d6"},"schemaVersion":{"value":"1"},"placeholder":[{"type":"icon","data":{"url":"https://soeidental.atlassian.net/wiki/download/resources/confluence.extra.livesearch/images/search.png"}}],"title":"Live Search"}},"localId":"855d4b52-6045-40b1-8e48-aa111337acb1"}}]},{"type":"heading","attrs":{"level":2},"marks":[{"type":"indentation","attrs":{"level":1}}],"content":[{"text":"Features, Benefits & Requirements","type":"text"}]},{"type":"expand","attrs":{"title":""},"content":[{"type":"mediaSingle","attrs":{"layout":"center"},"content":[{"type":"media","attrs":{"width":91,"id":"3e6a93d2-7982-4f94-b99a-5e3aa7326b63","collection":"contentId-302187021","type":"file","height":52}}]},{"type":"paragraph"},{"type":"paragraph","content":[{"text":"The ","type":"text"},{"text":"SMS Replies","type":"text","marks":[{"type":"strong"}]},{"text":" feature enables patients to reply directly to SMS appointment reminders, promotions, or other queries sent to them.","type":"text"},{"type":"hardBreak"},{"text":"If configured correctly, EXACT automatically translates the Patient SMS replies into appointment and promotion confirmations / cancellations, and acknowledges back to the Patient via SMS.","type":"text"},{"type":"hardBreak"},{"text":"A counter alert indicates how many incoming SMSes are unmatched / uncompleted, and require manual intervention, so practitioners are alerted that time-critical responses are required.","type":"text"}]},{"type":"paragraph","content":[{"text":"This facility's features include:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"EXACT can automatically send template SMS messages to patients following their appointments, request an answer by keyword, and then respond a second time based on the keyword answer. A particularly useful application of this is a ","type":"text"},{"text":"patient appointment survey","type":"text","marks":[{"type":"strong"}]},{"text":", where for example patients answer with a keyword score of 1, 2, 3, 4,5 or 6, and the practice follows up that answer with an appropriate further message ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"EXACT can automatically process SMS","type":"text"},{"text":" ","type":"text","marks":[{"type":"strong"}]},{"text":"replies for appointments, promotions or other queries.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"EXACT can automatically send ","type":"text"},{"text":"receipt confirmation messages","type":"text","marks":[{"type":"strong"}]},{"text":" to patients. For example, \"Thank you for your SMS reply, your booking is now cancelled.\"","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"EXACT can recognise multiple codes as a valid client reply. ","type":"text"},{"type":"hardBreak"},{"text":"For example, configure EXACT to recognise all of these options as valid for a Confirmation SMS: YES, YIP, Y, YEAH, YAH, OK.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"EXACT lists ambiguous replies (or replies that have been ","type":"text"},{"text":"caught ","type":"text","marks":[{"type":"em"}]},{"text":"by the SMS Replies settings) for manual interpretation and processing. ","type":"text"},{"type":"hardBreak"},{"text":"For example, EXACT may classify as ambiguous a patient SMS reply of NO WORRIES MATE, and would require a human to interpret and validate such a reply.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The SMS Replies icon on the workbar includes an alert counter to show how many incoming SMS Replies are unmatched / uncompleted, and therefore require manual attention (image below). ","type":"text"},{"type":"hardBreak"},{"text":"The number increments from ","type":"text"},{"text":"1","type":"text","marks":[{"type":"strong"}]},{"text":" through ","type":"text"},{"text":"9+","type":"text","marks":[{"type":"strong"}]},{"text":". ","type":"text"},{"type":"hardBreak"},{"text":"To draw the user's attention,","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Just the first counter alert includes the Windows default audio alert sound ","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Because some unmatchable SMS Replies received also cause an alert (such as messages from staff sent to the Practice), the SMS Replies table clearly identifies ","type":"text"},{"text":"which ","type":"text","marks":[{"type":"em"}]},{"text":"SMS Replies are for the Short Notice List:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"center"},"content":[{"type":"media","attrs":{"width":577,"id":"3c683888-62a9-442b-8ec2-2dcb54fa7955","collection":"contentId-302187021","type":"file","height":135}}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Receptionists need not leave the Appointment Book to monitor ambiguous SMS Replies - an optionally-displayed SMS Replies Tab in the work area displays a list of ambiguous SMS Replies, and provides Match, Confirm, Cancel functions to deal with them.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Receptionists can monitor the progress of SMS communications by means of SMS status icons in the appointments, and can see when appointments are confirmed by means of a Confirmation icon in the appointment.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Receptionists can monitor appointment cancellations by means of an optionally-displayed Cancels Tab in the Appointment Book work area.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Use Merge Fields to create SMS templates.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Customise for your phone-answering capacity. To avoid the practice being overloaded with simultaneous bulk replies, ","type":"text"},{"text":"stagger ","type":"text","marks":[{"type":"em"}]},{"text":"the sending times for bulk messaging, or specify that a message should only be sent every [","type":"text"},{"text":"n","type":"text","marks":[{"type":"em"}]},{"text":"] minutes.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Configure EXACT warning prompts if it will take longer than [n] days to deliver any SMS message.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Email and SMS are configured independently, so you can use them to complement each other. ","type":"text"},{"type":"hardBreak"},{"text":"For example, send a reminder email two weeks before the appointment, then follow it up with an SMS message a few days prior to the appointment time, and a second SMS message a few hours before.","type":"text"}]}]}]}]}]}]}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Benefits","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"Increased revenues:","type":"text"},{"type":"hardBreak"},{"text":"SMS functionality drives increased recalls, reduced Failed To Arrives and increased response to promotional offers.","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"Better way of keeping in touch:","type":"text"},{"type":"hardBreak"},{"text":"SMS integrates seamlessly with your EXACT practice management software providing a quick, simple, effective means of keeping in touch with patients and prospects.","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"Automate your Short Notice List:","type":"text"},{"type":"hardBreak"},{"text":"SMS Replies is the means to automate your short notice list management, makin it easy for patients to confirm or cancel their appointments.","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"Business efficiency:","type":"text"},{"type":"hardBreak"},{"text":"The high degree of automation saves time and resources for the Practice.","type":"text"},{"type":"hardBreak"},{"text":"The SMS Replies facility rounds out the Recalls workflow.","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"Client convenience:","type":"text"},{"type":"hardBreak"},{"text":"Because patients reply with a simple code only, such as just ","type":"text"},{"text":"YES ","type":"text","marks":[{"type":"strong"}]},{"text":"or just ","type":"text"},{"text":"NO","type":"text","marks":[{"type":"strong"}]},{"text":", the facility is quick and convenient for them; they need not phone, email or visit to confirm or cancel appointments. Patients typically view this as a professional and helpful service provided by the Practice.","type":"text"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"Immediacy:","type":"text"},{"type":"hardBreak"},{"text":"Cell phone technology is ubiquitous in the population, so patients typically read SMS recall information immediately, and typically are more responsive in replying by SMS than by other media.","type":"text"}]},{"type":"paragraph"},{"type":"heading","attrs":{"level":2},"content":[{"text":"Requirements","type":"text"}]},{"type":"paragraph","content":[{"text":"For the SMS Replies facility your practice must meet all of the following requirements:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Clients need to sign a Software of Excellence SMS Agreement that lays out the terms of SMS usage, even if the SMS module is already activated.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Appointment reminders will only work if set for a ","type":"text"},{"text":"future ","type":"text","marks":[{"type":"em"}]},{"text":"date; they do not function if set today for today.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Manually generated reminders must be manually processed: ","type":"text","marks":[{"type":"em"}]},{"text":"SMS Replies software is designed to function with automated reminders sent to Patients. The software links the pending appointment with the automated SMS Reminder, with the patient's SMS Reply. It is possible to manually contact single or multiple patients by means of SMS reminders, but in this case EXACT has no automatic means to link your sent SMS Reminder and the patient's SMS Reply with a pending appointment. So, if you manually create SMS Reminders, EXACT will always send the consequent SMS Replies to the Manage Replies List and to the SMS Replies Tab, for you to manually confirm who this is from, what it relates to, and what actions to take.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Prerequisites for the SMS Replies setup:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The EXDOC","type":"text"},{"text":"e","type":"text","marks":[{"type":"subsup","attrs":{"type":"sup"}}]},{"text":" module must be registered in Practice Information.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"To use EXDOCe, you need either an Internet connection through a local area network (LAN), or a dialup account with an Internet Service Provider (ISP), and at least one workstation with hardware and software to connect to the Internet.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Patients who are to receive Emails as both Email and as SMS messages on their cell phones have the appropriate SMS checkboxes selected in their Patient details.","type":"text"}]}]}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Correct configuration for SMS Replies:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Email Parameters must be correctly configured (procedures are described in the SMS Replies section).","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Automatic Appointment Reminders must be correctly configured (procedures are described in the SMS Replies section).","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Keywords for SMS Replies must be correctly configured (procedures are described in the SMS Replies section).","type":"text"}]},{"type":"paragraph","content":[{"text":"IMPORTANT: Keywords must be unique across all ","type":"text"},{"text":"active","type":"text","marks":[{"type":"em"}]},{"text":" contact lists and automatic appointment reminders. ","type":"text"},{"type":"hardBreak"},{"text":"For example, you cannot use YES as a keyword for a currently active contact list and appointment reminder template, but you could use YES for the appointment reminder and YES1 for the contact list.","type":"text"}]}]}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Recommended configuration for Receptionists:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Display SMS Replies Tab and Cancels Tab in the Appointment Book work area","type":"text"}]}]}]}]}]},{"type":"paragraph","content":[{"text":"For the SMS Replies alert counter, the following requirements/limitations/exclusions apply:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The Alert will only increment for incoming UnMatched / Uncompleted SMS Replies ","type":"text"},{"text":"since ","type":"text","marks":[{"type":"em"}]},{"text":"the v11 upgrade; earlier SMSes are not counted.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Some SMS Replies received may not be matchable, such as messages from staff sent to the Practice, and these unmatched replies will cause an Alert.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Current Configuration allows users to choose whether or not to auto reply to a successful ‘Match’ to a Short Notice List Request.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"If EXDOCe is registered, but the SMS Provider is not SOE, then the SMS Replies Alert is not required (SMS Replies for providers other than SOE are not enabled currently)","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Just the first incoming UnMatched / Uncompleted SMS Reply triggers an audio alert. This is not configurable via EXACT but by the Windows default alert.","type":"text"}]}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":1},"content":[{"text":"Using","type":"text"}]},{"type":"paragraph","content":[{"text":"SEE ALSO: ","type":"text","marks":[{"type":"em"}]},{"text":" ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/33707.png","width":"13","alt":"icon_VideoBlog_13x12px","height":"12"}}},{"text":" Portal blog/video - Are you getting the most out of your SMS? ","type":"text"},{"text":"Part 1","type":"text","marks":[{"type":"link","attrs":{"href":"http://portal.softwareofexcellence.com/news/are-you-getting-most-out-your-sms-part-1"}}]},{"text":" | ","type":"text"},{"text":"Part 2","type":"text","marks":[{"type":"link","attrs":{"href":"http://portal.softwareofexcellence.com/news/are-you-getting-most-out-your-sms-part-2"}}]},{"text":" | ","type":"text"},{"text":"Part 3","type":"text","marks":[{"type":"link","attrs":{"href":"http://portal.softwareofexcellence.com/news/are-you-getting-most-out-your-sms-part-3"}}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"With the appropriate configuration, ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" processes SMS replies, ","type":"text"},{"text":"matches ","type":"text","marks":[{"type":"em"}]},{"text":"them to patient name and appointment times, and populates the Appointment Book with confirmed appointments, all without human intervention.","type":"text"}]},{"type":"paragraph","content":[{"text":"However, if the replies are ambiguous, ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" cannot match them, and this automation is not possible. Practice personnel (normally Receptionists) should therefore routinely monitor the SMS Replies List for these ambiguous replies and ","type":"text"},{"text":"manually match","type":"text","marks":[{"type":"em"}]},{"text":" them (establish whom an SMS is from, what it relates to, and what actions should be taken).","type":"text"}]},{"type":"paragraph","content":[{"text":"Types of SMSes normally displayed in the SMS Replies Lists:","type":"text"}]},{"type":"paragraph","content":[{"text":"The SMS Replies lists display all incoming SMSes that ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" cannot confidently classify and act upon. These can include","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Arbitrary messages such as \"Hi I'm new to the area and want to sign up as a patient\"","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Ambiguous replies to Contact List SMS campaigns run by the Practice. For example, the Practice outgoing message is \"Hi Mrs Smith, we have a promotion. Whitening treatment just $80. Reply just YES1 if interested or just NO1 to decline\". And the ambiguous response is \"yes but only next month\".","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Ambiguous replies to appointment reminders. For example, the Practice outgoing automated reminder is \"Hi Mr Jones, you are due for a dental appointment at 3pm on 18 Nov. Please reply just Y to confirm or just N to cancel\". And the response is \"Are you sure? I thought it was the 19th\".","type":"text"}]}]}]},{"type":"paragraph","content":[{"text":"These SMS Replies are listed in two near-duplicate screens with equivalent functionality:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The SMS Replies Tab, an optional display tab in the work area of the Appointment Book. ","type":"text"},{"type":"hardBreak"},{"text":"Receptionists typically manage SMS Replies by means of this tab plus the Cancels Tab, which lists appointment cancellations. ","type":"text"},{"type":"hardBreak"},{"text":"It is recommended that Receptionists enable both of these tabs","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The Manage SMS Replies screen, initiated as a full-screen display from ","type":"text"},{"text":"Administration ","type":"text","marks":[{"type":"strong"}]},{"text":"> ","type":"text"},{"text":"Manage SMS Replies","type":"text","marks":[{"type":"strong"}]},{"text":".","type":"text"}]}]}]},{"type":"paragraph","content":[{"text":"Option to display ","type":"text"},{"text":"all ","type":"text","marks":[{"type":"em"}]},{"text":"SMS Replies, including those that ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" auto-matches:","type":"text"}]},{"type":"paragraph","content":[{"text":"The SMS Replies list has a ","type":"text"},{"text":"Show Completed ","type":"text","marks":[{"type":"strong"}]},{"text":"checkbox. When checked / ticked, all incoming SMS's display in the list.","type":"text"}]},{"type":"paragraph","content":[{"text":"This includes clearly matched confirmations and cancellations:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start"},"content":[{"type":"media","attrs":{"width":544,"id":"ae8d429b-f986-4a38-b2fe-26a8a7353ec5","collection":"contentId-302187021","type":"file","height":83}}]},{"type":"paragraph"},{"type":"mediaSingle","attrs":{"layout":"align-start","width":40.0},"content":[{"type":"media","attrs":{"alt":"ShowCompleted-cancellationExample","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26375.png"}}]},{"type":"paragraph","content":[{"text":"SMS reply scenarios:","type":"text"}]},{"type":"paragraph","content":[{"text":"SMS Reply Appointment Confirmations:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Patients Confirm correctly (with correct keywords)","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Patients Confirm ambiguously (with incorrect keywords, no keywords, or with extraneous text)","type":"text"}]}]}]},{"type":"paragraph","content":[{"text":"SMS Reply Appointment Cancellations:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Patients Cancel correctly (with correct keywords)","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Patients Cancel ambiguously (with incorrect keywords, no keywords, or with extraneous text)","type":"text"}]}]}]},{"type":"paragraph","content":[{"text":"SMS Reply for Contact List","type":"text"}]},{"type":"paragraph","content":[{"text":"Using keywords in manually-generated SMS notices:","type":"text"}]},{"type":"paragraph","content":[{"text":"It is possible to manually create SMSes and send them to Patients with keyword options. However, these will not result in automated ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" responses; users will always need to manually process such messages in the SMS Replies lists.","type":"text"}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Displaying SMS Replies Tab and Cancels Tab","type":"text"}]},{"type":"paragraph","content":[{"text":"In most Practices, Receptionists manage SMS Replies from the Appointment Book ","type":"text"},{"text":"Cancels Tab ","type":"text","marks":[{"type":"strong"}]},{"text":"and ","type":"text"},{"text":"SMS Replies Tab.","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"text":"It is highly recommended that you enable these Tabs for use by Receptionists.","type":"text"}]},{"type":"paragraph","content":[{"text":"NOTE: ","type":"text","marks":[{"type":"strong"}]},{"text":"Users require access permissions to be able to configure these tabs.","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"2Tabs-ApptBook","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26318.png"}}]},{"type":"paragraph","content":[{"text":"To configure access rights for adding tabs:","type":"text"}]},{"type":"paragraph","content":[{"text":"Select the User/User group and then check (tick) the Manage SMS Replies checkbox:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":15.0},"content":[{"type":"media","attrs":{"alt":"ManageSMSReplies-enableAdmin","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/27776.png"}}]},{"type":"paragraph","content":[{"text":"To display the SMS Replies Tab and the Cancels Tab in the Appointment Book","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"SetupApptTabs","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26319.png"}}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Using the SMS Replies Counter Alert","type":"text"}]},{"type":"paragraph","content":[{"text":"The SMS Replies icon displays by default on the workbar from ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" v11.3:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":30.0},"content":[{"type":"media","attrs":{"alt":"SMSRepliesWorkbarIcon-v11_context","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/36782.png"}}]},{"type":"paragraph","content":[{"text":"This icon includes an alert counter to show how many incoming SMS Replies are unmatched / uncompleted, and therefore require manual attention.","type":"text"}]},{"type":"paragraph","content":[{"text":"The number increments from ","type":"text"},{"text":"1","type":"text","marks":[{"type":"strong"}]},{"text":" through ","type":"text"},{"text":"9+","type":"text","marks":[{"type":"strong"}]},{"text":".","type":"text"}]},{"type":"paragraph","content":[{"text":"To draw the user's attention,","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The ","type":"text"},{"text":"first ","type":"text","marks":[{"type":"em"}]},{"text":"counter alert includes the Windows default audio alert sound ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"WindowsSoundAlert_icon","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/29664.png"}}]},{"type":"paragraph","content":[{"text":".","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The alert periodically wiggles from side-to-side.","type":"text"}]}]}]},{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/36779.png","width":"104","alt":"SMSRepliesWorkbarIcon-v11_x1DING","height":"63"}}},{"text":" ...","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/36780.png","width":"91","alt":"SMSRepliesWorkbarIcon-v11_x7wiggle","height":"56"}}},{"text":" ...","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/36781.png","width":"92","alt":"SMSRepliesWorkbarIcon-v11_x9pwiggle","height":"55"}}}]},{"type":"paragraph","content":[{"text":"The number on this counter matches the un-checked (un-ticked) incoming SMSes in the SMS Replies table. For example:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":45.0},"content":[{"type":"media","attrs":{"alt":"SNL-UnmatchedRelatedToAlerts","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/36783.png"}}]},{"type":"paragraph","content":[{"text":"Which incoming SMSes are for the Short Notice List?","type":"text"}]},{"type":"paragraph","content":[{"text":"Because some unmatchable incoming SMS Replies ","type":"text"},{"text":"also ","type":"text","marks":[{"type":"em"}]},{"text":"cause an alert (such as messages from staff sent to the Practice), the SMS Replies table clearly identifies ","type":"text"},{"text":"which ","type":"text","marks":[{"type":"em"}]},{"text":"SMS Replies are for the Short Notice List:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":45.0},"content":[{"type":"media","attrs":{"alt":"SMSRepliesSNLcolumn-1","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/29665.png"}}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"SMS Replies are listed in Patient Contacts Tab","type":"text","marks":[{"type":"textColor","attrs":{"color":"#000000"}},{"type":"link","attrs":{"href":"http://exact-support.soeidental.com/12.15/help-aus/index.htm#26365.htm"}}]}]},{"type":"paragraph","content":[{"text":"The Patient file has a","type":"text"},{"text":" Contacts","type":"text","marks":[{"type":"strong"}]},{"text":" tab where all Contacts are listed:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":45.0},"content":[{"type":"media","attrs":{"alt":"Patients-ContactTab-SMSReply","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/36646.png"}}]},{"type":"paragraph","content":[{"text":"Each SMS Reply is listed against the SMS Reply icon: ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/26367.png","width":"17","alt":"SMSReply-icon","height":"16"}}}]},{"type":"paragraph","content":[{"text":"Each SMS Reply includes the text that the patient sent, in the Body Text column: ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/26368.png","width":"60","alt":"BodyTextColumn","height":"30"}}}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Monitoring status icons in Appointment Book","type":"text","marks":[{"type":"textColor","attrs":{"color":"#000000"}},{"type":"link","attrs":{"href":"http://exact-support.soeidental.com/12.15/help-aus/index.htm#26349.htm"}}]}]},{"type":"paragraph","content":[{"text":"SMS status icons:","type":"text"}]},{"type":"paragraph","content":[{"text":"When SMS messages relating to an appointment have been sent, you can monitor a status icon in the appointment to track the SMS progress:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start"},"content":[{"type":"media","attrs":{"width":429,"id":"c0f90da5-fd0d-48fe-8a5e-cdbdb51d7487","collection":"contentId-302187021","type":"file","height":96}}]},{"type":"paragraph"},{"type":"paragraph","content":[{"text":"TIP: ","type":"text","marks":[{"type":"em"}]},{"text":"Hover your mouse over the icon for a tooltip display","type":"text"},{"text":".","type":"text","marks":[{"type":"em"}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"table","attrs":{"layout":"default"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[58.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"center"},"content":[{"type":"media","attrs":{"width":17,"id":"df3906ce-d55f-46e6-8a8d-7709123f4cb2","collection":"contentId-302187021","type":"file","height":17}}]},{"type":"paragraph"}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[702.0]},"content":[{"type":"paragraph","content":[{"text":"SMS appointment reminder sent to recipient (delivered)","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[58.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"center"},"content":[{"type":"media","attrs":{"width":9,"id":"f76acbb6-2926-4f52-b304-cbdf3ebf0952","collection":"contentId-302187021","type":"file","height":17}}]},{"type":"paragraph"}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[702.0]},"content":[{"type":"paragraph","content":[{"text":"SMS message received by gateway (sent, but not yet delivered)","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[58.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"center"},"content":[{"type":"media","attrs":{"width":17,"id":"dca8f8c2-dc26-4c6e-9858-6a4ea2641907","collection":"contentId-302187021","type":"file","height":17}}]},{"type":"paragraph"}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[702.0]},"content":[{"type":"paragraph","content":[{"text":"SMS delivery failed (where SOE is the SMS provider; password is wrong, insufficient credit, etc.)","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[58.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"center"},"content":[{"type":"media","attrs":{"width":17,"id":"94cffe95-e052-421d-a407-a61883d70005","collection":"contentId-302187021","type":"file","height":17}}]},{"type":"paragraph"}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[702.0]},"content":[{"type":"paragraph","content":[{"text":"Reply received (for SMS reminder sent to patient)","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[58.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"center"},"content":[{"type":"media","attrs":{"width":17,"id":"ee04ee7f-0f77-4084-8b16-ddd8f1030b07","collection":"contentId-302187021","type":"file","height":17}}]},{"type":"paragraph"}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[702.0]},"content":[{"type":"paragraph","content":[{"text":"SMS status is now available","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[58.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"center"},"content":[{"type":"media","attrs":{"width":12,"id":"ca30162d-9e02-4921-a5a6-fd082fe0eb52","collection":"contentId-302187021","type":"file","height":17}}]},{"type":"paragraph"}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[702.0]},"content":[{"type":"paragraph","content":[{"text":"SMS status unknown (TXTConnecxions / Icetrak / 4Production)","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[58.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"center"},"content":[{"type":"media","attrs":{"width":12,"id":"e47e8a44-0f94-4e28-8ca4-27f31296eda4","collection":"contentId-302187021","type":"file","height":17}}]},{"type":"paragraph"}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[702.0]},"content":[{"type":"paragraph","content":[{"text":"SMS failed or not sent to gateway","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[58.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"center"},"content":[{"type":"media","attrs":{"width":9,"id":"e121a018-dc72-4659-91c2-288d65df2607","collection":"contentId-302187021","type":"file","height":17}}]},{"type":"paragraph"}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[702.0]},"content":[{"type":"paragraph","content":[{"text":"SMS status unavailable, SOE SMS Account on hold or other SMS providers","type":"text"}]}]}]}]},{"type":"paragraph","content":[{"text":"Appointment Confirmed:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start"},"content":[{"type":"media","attrs":{"width":429,"id":"d58282a7-194c-4b29-b13e-1c55db4cfedd","collection":"contentId-302187021","type":"file","height":96}}]},{"type":"paragraph"},{"type":"paragraph"},{"type":"heading","attrs":{"level":2},"content":[{"text":"Marking SMS Replies as complete","type":"text","marks":[{"type":"textColor","attrs":{"color":"#000000"}},{"type":"link","attrs":{"href":"http://exact-support.soeidental.com/12.15/help-aus/index.htm#26307.htm"}}]}]},{"type":"paragraph","content":[{"text":"Patients normally reply with the appropriate SMS keyword, and ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" then automatically confirms the appointment with the patient, and marks it as complete.","type":"text"}]},{"type":"paragraph","content":[{"text":"You will not see this in the SMS Replies Tab or SMS Replies List.","type":"text"}]},{"type":"paragraph","content":[{"text":"However, patients sometimes send incorrect keywords or confuse the SMS response by adding additional words with the keywords.","type":"text"}]},{"type":"paragraph","content":[{"text":"For example,","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Instead of replying \"YES\" to confirm, a patient replies \"YES but I'll be five minutes late because I'm dropping my child at the Preschool\".","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Instead of replying \"NO\" to cancel, a patient replies \"No mate, not this time\".","type":"text"}]}]}]},{"type":"paragraph","content":[{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" displays these ambiguous replies in a List for interpretation / manual processing by Practice personnel.","type":"text"}]},{"type":"paragraph","content":[{"text":"To notice that SMS Replies are awaiting action","type":"text"}]},{"type":"paragraph","content":[{"text":"You should initially notice that one of these SMS is awaiting attention when you hear an audio alert and see a counter alert on the SMS Replies icon on the workspace. The number increments for each incoming SMS from 1 to 9, and then shows 9+.","type":"text"}]},{"type":"paragraph","content":[{"text":"The audio alert is for the first incoming SMS only, and thereafter the icon draws attention by animated movement.","type":"text"}]},{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/36779.png","width":"104","alt":"SMSRepliesWorkbarIcon-v11_x1DING","height":"63"}}},{"text":" ...","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/36780.png","width":"91","alt":"SMSRepliesWorkbarIcon-v11_x7wiggle","height":"56"}}},{"text":" ...","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/36781.png","width":"92","alt":"SMSRepliesWorkbarIcon-v11_x9pwiggle","height":"55"}}}]},{"type":"paragraph","content":[{"text":"To check which incoming SMS messages are replies in relation to Short Notice List bookings","type":"text"}]},{"type":"paragraph","content":[{"text":"Look at the Short Notice List list column in the SMS Replies screen and SMS Replies tab:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":45.0},"content":[{"type":"media","attrs":{"alt":"SMSRepliesSNLcolumn-1","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/29665.png"}}]},{"type":"paragraph","content":[{"text":"To mark SMS Replies as complete and remove them from the lists","type":"text"}]},{"type":"orderedList","attrs":{"order":1},"content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Click to select the SMS and then click the ","type":"text"},{"text":"Match Reply ","type":"text","marks":[{"type":"strong"}]},{"text":"button.","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":55.0},"content":[{"type":"media","attrs":{"alt":"SMSRepliesTabV11-MatchReplyButton","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/29670.png"}}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Match the SMS to the appropriate patient and appointment / contact list ","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Click the ","type":"text"},{"text":"Confirm Appt","type":"text","marks":[{"type":"strong"}]},{"text":" button to confirm who this is, what it is for, and what to do.","type":"text"}]}]},{"type":"listItem","content":[{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"icon-CheckBox-checked","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/24625.png"}}]},{"type":"paragraph","content":[{"text":" Check (tick) the SMS Reply to mark it as completed. ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" will then","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Remove it from the ","type":"text"},{"text":"SMS Replies Tab","type":"text","marks":[{"type":"strong"}]},{"text":" and from the ","type":"text"},{"text":"Manage SMS Replies list","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Decrease the SMS Replies Counter Alert by 1.","type":"text"}]}]}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"The importance of Keywords in SMS Replies","type":"text","marks":[{"type":"textColor","attrs":{"color":"#000000"}},{"type":"link","attrs":{"href":"http://exact-support.soeidental.com/12.15/help-aus/index.htm#26347.htm"}}]}]},{"type":"paragraph","content":[{"text":"Configured keywords are an integral element in the SMS Replies software.","type":"text"}]},{"type":"paragraph","content":[{"text":"When a reminder or promotional SMS is sent to Patients, it contains instructions on how to answer using code words.","type":"text"}]},{"type":"paragraph","content":[{"text":"For example,","type":"text"}]},{"type":"paragraph","content":[{"text":"\"... Please answer just YES to confirm or just NO to cancel your appointment\".","type":"text"}]},{"type":"paragraph","content":[{"text":"\"Interested in our Whitening Promotion? Answer just YES3 or NO3\".","type":"text"}]},{"type":"paragraph","content":[{"text":"To create keywords using the ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" conventions and limitations","type":"text"}]},{"type":"paragraph","content":[{"text":"Keyword conventions and limitations:","type":"text"}]},{"type":"paragraph","content":[{"text":"Keywords need to follow certain conventions:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Keywords maximum size is 25 characters.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Keyword minimum size is 1 character.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Keywords cannot contain spaces.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Keywords must be alphanumeric (special accented characters are OK).","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Keywords cannot occur in a single keyword list twice.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The total length of all the keywords in a list cannot exceed 250 characters.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"(","type":"text"},{"text":"IMPORTANT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#ed1c24"}}]},{"text":") A keyword cannot exist in any other active keyword list, whether for appointment reminders or contact lists (inactive contact lists are not counted).","type":"text"}]},{"type":"paragraph","content":[{"text":"For example, you cannot use YES as a keyword for a currently active contact list ","type":"text"},{"text":"and ","type":"text","marks":[{"type":"em"}]},{"text":"for an appointment reminder.","type":"text"}]},{"type":"paragraph","content":[{"text":"If you need multiple options for YES and NO, variations could include YES1, YES2, Y1, Y2, OK, OK1, NO1, NO2, N1, N2, etc.","type":"text"}]}]}]},{"type":"paragraph","content":[{"text":"To free keywords for use","type":"text"}]},{"type":"paragraph","content":[{"text":"Keywords associated with lists may be made available to new lists in two ways:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Deleting the keyword from the original list","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Checking the list as Complete (inactive)","type":"text"}]}]}]},{"type":"paragraph","content":[{"text":"Appointment Reminder Keywords are configured mainly from these screens:","type":"text"}]},{"type":"paragraph","content":[{"text":"Configure > SMS Templates...","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":45.0},"content":[{"type":"media","attrs":{"alt":"SMSTemplate-FirstReminder","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26363.png"}}]},{"type":"paragraph","content":[{"text":"Configure > Automatic Appointment Reminders and Replies:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":45.0},"content":[{"type":"media","attrs":{"alt":"AutomaticAppointmentReminders","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26364.png"}}]},{"type":"paragraph","content":[{"text":"Configure > Automatic Appointment Reminders and Replies > Keyword Settings:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"AppointmentReminderReplyHandlingSettings1","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26362.png"}}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Monitoring and Matching SMS Replies","type":"text","marks":[{"type":"textColor","attrs":{"color":"#000000"}},{"type":"link","attrs":{"href":"http://exact-support.soeidental.com/12.15/help-aus/index.htm#MatchReplyDialog.htm"}}]}]},{"type":"paragraph","content":[{"text":"This section describes ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":"'s two SMS Replies screens, lists circumstances when user intervention is required, and describes procedures for Appointment Confirmations and Cancellations with either of these screens:","type":"text"}]},{"type":"paragraph","content":[{"text":"Two near-duplicate screens:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The SMS Replies Tab in the Appointment Book","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The Manage SMS Replies screen","type":"text"}]}]}]},{"type":"paragraph","content":[{"text":"Procedures with ","type":"text"},{"text":"either ","type":"text","marks":[{"type":"em"}]},{"text":"of these screens:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"When SMS Replies require user intervention","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Flowchart - SMS Reply Appointment CONFIRMATIONS","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Flowchart - SMS Reply Appointment CANCELLATIONS","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Managing SMS Reply for Contact Lists","type":"text"}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"SMS Replies Tab","type":"text"}]},{"type":"paragraph","content":[{"text":"The SMS replies Tab is an optional tool for Receptionists or other users of the Appointment Book. It is a near duplicate of the list in the Manage SMS Replies list.","type":"text"}]},{"type":"paragraph","content":[{"text":"It only displays if enabled.","type":"text"}]},{"type":"paragraph","content":[{"text":"It lists those SMS Replies (and other incoming SMSes) that do not meet configured keyword requirements, and therefore need human intervention to determine what they are and what to do with them.","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":5.0},"content":[{"type":"media","attrs":{"alt":"SMSRepliesTab-context","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26348.png"}}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":55.0},"content":[{"type":"media","attrs":{"alt":"SMSRepliesTabV11","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/29669.png"}}]},{"type":"paragraph","content":[{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" populates the columns as best it can based on the incoming SMS Reply.","type":"text"}]},{"type":"paragraph","content":[{"text":"Look at the ","type":"text"},{"text":"Short Notice List ","type":"text","marks":[{"type":"strong"}]},{"text":"column to identify which of these incoming SMSes are unmatched SMSes in relation to short notice gaps - these will need to dealt with as soon as possible.","type":"text"}]},{"type":"paragraph","content":[{"text":"The ","type":"text"},{"text":"Reply ","type":"text","marks":[{"type":"strong"}]},{"text":"column is especially significant - this is the text content in the Patient's SMS Reply.","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"table","attrs":{"layout":"default"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":2,"rowspan":1,"colwidth":[92.0,668.0]},"content":[{"type":"heading","attrs":{"level":4},"content":[{"text":"Match 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when):","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":40.0},"content":[{"type":"media","attrs":{"alt":"SMSReplies-MatchReply1-2","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/31501.png"}}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":40.0},"content":[{"type":"media","attrs":{"alt":"MatchSMSReply-NoWorries","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/31502.png"}}]},{"type":"paragraph","content":[{"text":"When you have matched the reply against a patient and their contact list or appointment, click the ","type":"text"},{"text":"Continue ","type":"text","marks":[{"type":"strong"}]},{"text":"button to return to the SMS Replies list.","type":"text"}]},{"type":"paragraph","content":[{"text":"You will notice that the ","type":"text"},{"text":"Confirm Appt ","type":"text","marks":[{"type":"strong"}]},{"text":"and ","type":"text"},{"text":"Cancel Appt ","type":"text","marks":[{"type":"strong"}]},{"text":"buttons are then active.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[92.0]},"content":[{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"Confirm Appt button","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[668.0]},"content":[{"type":"paragraph","content":[{"text":"If the SMS message is an appointment confirmation, and if it is matched successfully, click this button ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/24487.png","width":"71","alt":"Confirm Appt button","height":"18"}}},{"text":" to confirm the appointment in the Appointment Book ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/26314.png","width":"13","alt":"ConfirmAppointment-Handset-icon","height":"13"}}},{"text":"..","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[92.0]},"content":[{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"Cancel Appt button","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[668.0]},"content":[{"type":"paragraph","content":[{"text":"If the SMS message is an appointment cancellation, and if it is matched successfully, click this button ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/24488.png","width":"65","alt":"Cancel Appt button","height":"18"}}},{"text":" to cancel the appointment in the Appointment Book, and to list this as a cancellation in the Cancels Tab.","type":"text"}]}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"SMS Replies Screen","type":"text"}]},{"type":"paragraph","content":[{"text":"This screen lists all the SMS messages that were received by the practice that were either ","type":"text"},{"text":"not","type":"text","marks":[{"type":"strong"}]},{"text":" automatically processed by ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":", or were added to the ","type":"text"},{"text":"SMS Replies","type":"text","marks":[{"type":"strong"}]},{"text":" list because the settings in ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" directed them to be.","type":"text"}]},{"type":"paragraph","content":[{"text":"To open the Manage SMS replies screen","type":"text"}]},{"type":"paragraph","content":[{"text":"Either access from the Administration Menu or from the Workspace shortcut:","type":"text"}]},{"type":"table","attrs":{"layout":"full-width"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[411.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"align-start","width":10.0},"content":[{"type":"media","attrs":{"alt":"AdminMenuDropdown-SMSRepliesV11","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/29673.png"}}]},{"type":"paragraph","content":[{"text":"(requires appropriate security 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screen","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"ListSMSRepliesScreen","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/29674.png"}}]},{"type":"paragraph","content":[{"text":"This is a near duplicate of the list in the SMS Replies Tab of the Appointment Book.","type":"text"}]},{"type":"paragraph","content":[{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" populates the columns as best it can based on the SMS Reply.","type":"text"}]},{"type":"paragraph","content":[{"text":"Look at the ","type":"text"},{"text":"Short Notice List ","type":"text","marks":[{"type":"strong"}]},{"text":"column to identify which of these incoming SMSes are unmatched SMSes in relation to short notice gaps - these will need to dealt with as soon as possible. ","type":"text"}]},{"type":"paragraph","content":[{"text":"The ","type":"text"},{"text":"Reply ","type":"text","marks":[{"type":"strong"}]},{"text":"column is especially significant - this is the text content in the Patient's SMS Reply.","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"table","attrs":{"layout":"default"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":2,"rowspan":1,"colwidth":[85.0,675.0]},"content":[{"type":"heading","attrs":{"level":4},"content":[{"text":"Match Reply","type":"text"}]},{"type":"paragraph","content":[{"text":"Click the Match Reply button ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/24490.png","width":"69","alt":"Match Reply button","height":"18"}}},{"text":" to match this SMS message against a Contact List or against an Appointment, to establish who this SMS is from, what it relates to, and what should be done with it.","type":"text"}]},{"type":"paragraph","content":[{"text":"Manually match ","type":"text","marks":[{"type":"em"}]},{"text":"the SMS Reply (identify exactly who, what, when):","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":40.0},"content":[{"type":"media","attrs":{"alt":"SMSReplies-MatchReply1-2","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/31501.png"}}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":40.0},"content":[{"type":"media","attrs":{"alt":"MatchSMSReply-NoWorries","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/31502.png"}}]},{"type":"paragraph","content":[{"text":"When you have matched the reply against a patient and their contact list or appointment, click the ","type":"text"},{"text":"Continue ","type":"text","marks":[{"type":"strong"}]},{"text":"button to return to the SMS Replies list.","type":"text"}]},{"type":"paragraph","content":[{"text":"You will notice that the ","type":"text"},{"text":"Confirm Appt ","type":"text","marks":[{"type":"strong"}]},{"text":"and ","type":"text"},{"text":"Cancel Appt ","type":"text","marks":[{"type":"strong"}]},{"text":"buttons are then active.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[85.0]},"content":[{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"Confirm Appt button","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[675.0]},"content":[{"type":"paragraph","content":[{"text":"If the SMS message is an appointment confirmation, and if it is matched successfully, click this Confirm Appointment button ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/24487.png","width":"71","alt":"Confirm Appt button","height":"18"}}},{"text":" to confirm the appointment in the Appointment Book","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/26314.png","width":"13","alt":"ConfirmAppointment-Handset-icon","height":"13"}}},{"text":"..","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[85.0]},"content":[{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"Cancel Appt 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Intervention","type":"text"}]},{"type":"paragraph","content":[{"text":"Circumstances where SMS Replies require manual action: ","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]}]},{"type":"table","attrs":{"layout":"default"},"content":[{"type":"tableRow","content":[{"type":"tableHeader","attrs":{"colspan":1,"rowspan":1,"colwidth":[367.0]},"content":[{"type":"paragraph","content":[{"text":"Circumstance","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"tableHeader","attrs":{"colspan":1,"rowspan":1,"colwidth":[393.0]},"content":[{"type":"paragraph","content":[{"text":"Manual action required","type":"text","marks":[{"type":"strong"}]}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[367.0]},"content":[{"type":"paragraph","content":[{"text":"If you ","type":"text"},{"text":"manually ","type":"text","marks":[{"type":"em"}]},{"text":"create SMS Reminders, ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" will always send the consequent SMS Replies to the Manage Replies List and to the SMS Replies Tab, for you to ","type":"text"},{"text":"manually ","type":"text","marks":[{"type":"em"}]},{"text":"confirm who this is from, what it relates to, and what actions to take.","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[393.0]},"content":[{"type":"paragraph","content":[{"text":"Read the message, take appropriate action.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[367.0]},"content":[{"type":"paragraph","content":[{"text":"The SMS was received by the practice and has nothing to do with appointment reminders.","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[393.0]},"content":[{"type":"paragraph","content":[{"text":"Read the message, take 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Once the details have been checked, click the entry to delete it from the Manage Replies list.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[367.0]},"content":[{"type":"paragraph","content":[{"text":"The reply contains a valid 'cancellation' keyword, but the appointment list option to add the reply to the Manage Replies list is ticked.","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[393.0]},"content":[{"type":"paragraph","content":[{"text":"In this case, you may wish to contact the patient to make an alternative appointment booking.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[367.0]},"content":[{"type":"paragraph","content":[{"text":"The reply contains a valid keyword, but ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" cannot match the reply to a particular patient record. 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","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"text":"For example:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"SMSRepliesScreen-examplewithSNL","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/29677.png"}}]},{"type":"paragraph","content":[{"text":"NOTE: ","type":"text","marks":[{"type":"textColor","attrs":{"color":"#ed1c24"}}]},{"text":"Hover your mouse cursor over the Reply in the Reply column for a tooltip of the full text 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Check to complete this SMS Reply.","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":20.0},"content":[{"type":"media","attrs":{"alt":"ListSMSReplies-Ticked","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26315.png"}}]},{"type":"paragraph","content":[{"text":"It will immediately disappear from both the Manage SMS Replies List and the SMS Replies Tab.","type":"text"}]},{"type":"paragraph","content":[{"text":"(To view all \"completed\" (non-displayed) SMS Replies, simply check ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/24625.png","width":"15","alt":"icon-CheckBox-checked","height":"15"}}},{"text":" the Show Completed 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","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"text":"For example:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"SMSRepliesScreen-examplewithSNL","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/29677.png"}}]},{"type":"paragraph","content":[{"text":"NOTE: ","type":"text","marks":[{"type":"textColor","attrs":{"color":"#ed1c24"}}]},{"text":"Hover your mouse cursor over the Reply in the Reply column for a tooltip of the full text reply.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[27.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"no03_18x18","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26082.png"}}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[1772.0]},"content":[{"type":"paragraph","content":[{"text":"To manually match an SMS Reply Cancellation to a patient","type":"text"}]},{"type":"paragraph","content":[{"text":"Match ","type":"text","marks":[{"type":"em"}]},{"text":"the SMS Reply (identify exactly who, what, when):","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"SMSRepliesScreen-examplewithSNL-MatchReply","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/29678.png"}}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":40.0},"content":[{"type":"media","attrs":{"alt":"MatchSMSReply-Huh","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/31503.png"}}]},{"type":"paragraph","content":[{"text":"When you have matched the reply against a patient and their contact list or appointment, click the ","type":"text"},{"text":"Continue ","type":"text","marks":[{"type":"strong"}]},{"text":"button to return to the SMS Replies list.","type":"text"}]},{"type":"paragraph","content":[{"text":"You will notice that the ","type":"text"},{"text":"Cancel Appt ","type":"text","marks":[{"type":"strong"}]},{"text":"buttons become active, and you can select it to Cancel.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[27.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"no04_18x18","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26083.png"}}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[1772.0]},"content":[{"type":"paragraph","content":[{"text":"To cancel an appointment after manually matching an SMS Reply Cancellation to a patient","type":"text"}]},{"type":"paragraph","content":[{"text":"Cancel the Appointment after matching the SMS Reply (this is the same as ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" automatically matching and cancelling the appointment):","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"SMSRepliesScreen-examplewithSNL-CancelAppt","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/29680.png"}}]},{"type":"paragraph","content":[{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" cancels it in the Appointment Book and adds it to the ","type":"text"},{"text":"Cancels Tab","type":"text","marks":[{"type":"strong"}]},{"text":" ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/26080.png","width":"18","alt":"no01_18x18","height":"18"}}},{"text":".","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[27.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"no05_18x18","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26084.png"}}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[1772.0]},"content":[{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/24625.png","width":"15","alt":"icon-CheckBox-checked","height":"15"}}},{"text":" Check to complete this SMS Reply.","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":20.0},"content":[{"type":"media","attrs":{"alt":"ListSMSReplies-Ticked","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26315.png"}}]},{"type":"paragraph","content":[{"text":"It will immediately disappear from both the Manage SMS Replies List and the SMS Replies Tab.","type":"text"}]},{"type":"paragraph","content":[{"text":"(To view all \"completed\" (non-displayed) SMS Replies, simply check ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/24625.png","width":"15","alt":"icon-CheckBox-checked","height":"15"}}},{"text":" the Show Completed checkbox)","type":"text"}]}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Managing SMS Reply for Contact lists","type":"text"}]},{"type":"paragraph","content":[{"text":"Patient Contact Lists enable a Practice to contact specified lists of Patients by means of a template and keywords, with an option to ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/24625.png","width":"15","alt":"icon-CheckBox-checked","height":"15"}}},{"text":" ","type":"text"},{"text":"Use list for appointment booking","type":"text","marks":[{"type":"strong"}]},{"text":".","type":"text"}]},{"type":"paragraph","content":[{"text":"With this appointment option enabled, the SMS Replies procedures are the same as for automated appointment reminders:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"If a Patient receives an SMS from an existing Contact List and replies correctly, ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" automatically matches the patient to the contact list and the appointment, and confirms or cancels the appointment in the Appointment Book. No user intervention is required.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"However, if a Patient replies with ambiguous keywords (not specified on the Contact List), ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" cannot ","type":"text"},{"text":"match ","type":"text","marks":[{"type":"em"}]},{"text":"the SMS, so it cannot act upon it. ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" users need to ","type":"text"},{"text":"manually match ","type":"text","marks":[{"type":"em"}]},{"text":"ambiguous Contact List SMS Replies, to a patient and an active Contact List, and then Confirm Appointment or Cancel Appointment.","type":"text"}]}]}]},{"type":"paragraph","content":[{"text":"Contacts List screen and Contacts List Tab","type":"text"}]},{"type":"paragraph","content":[{"text":"Contacts Lists can be managed from two other areas of ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":":","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"From the Administration > Contact Lists.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"In the Multi Column appointment book in the Contact Lists Tab.","type":"text"}]}]}]},{"type":"paragraph","content":[{"text":"From these screens, patients can be contacted, patient records can be updated, and appointments can be booked in the Multi Column appointment book. Patients are removed from the list when marked as Completed.","type":"text"}]},{"type":"table","attrs":{"layout":"default"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[760.0]},"content":[{"type":"paragraph","content":[{"text":"Contact List configuration example:","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"text":"A Practice creates a ","type":"text"},{"text":"Whitening Promotion","type":"text","marks":[{"type":"strong"}]},{"text":" contact list that is applicable to Patients with no future appointments booked. It is based on a ","type":"text"},{"text":"WHITEPROMO","type":"text","marks":[{"type":"strong"}]},{"text":" SMS template, and specifies that interested Patients should reply with the code ","type":"text"},{"text":"smile","type":"text","marks":[{"type":"strong"}]},{"text":", after which the Practice will contact them to arrange a whitening appointment:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":40.0},"content":[{"type":"media","attrs":{"alt":"CreateWhiteningPromotion-1","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26358.png"}}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":45.0},"content":[{"type":"media","attrs":{"alt":"WhitePromoSMStemplate","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26359.png"}}]}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Monitoring Patient SMS Follow-up Responses","type":"text"}]},{"type":"paragraph","content":[{"text":"From version 11.3 SP6 ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" can ","type":"text"},{"text":"automatically ","type":"text","marks":[{"type":"em"}]},{"text":"follow-up patient appointments with SMS messages and request patient keyword responses. This is typically used in surveys of patient appointments ","type":"text"}]},{"type":"paragraph","content":[{"text":"To track patient SMS Follow-up Responses","type":"text"}]},{"type":"paragraph","content":[{"text":"Go to the Patient File > ","type":"text"},{"text":"Contacts tab","type":"text","marks":[{"type":"strong"}]},{"text":", where you will find all SMS follow-up responses listed.","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"PatientFileContactsTab","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/31983.png"}}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"SMS Follow-ups Report","type":"text"}]},{"type":"paragraph","content":[{"text":"From version 11.3 SP6 ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" can ","type":"text"},{"text":"automatically ","type":"text","marks":[{"type":"em"}]},{"text":"follow-up patient appointments with SMS messages and request patient keyword responses. This is typically used in surveys of patient appointments","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"This report only applies to SMS Follow-up responses with keywords enabled.","type":"text"}]},{"type":"paragraph","content":[{"text":"To run the SMS Follow-ups Report","type":"text"}]},{"type":"orderedList","attrs":{"order":1},"content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Go to ","type":"text"},{"text":"Administration ","type":"text","marks":[{"type":"strong"}]},{"text":"> ","type":"text"},{"text":"Reports","type":"text","marks":[{"type":"strong"}]},{"text":" and select ","type":"text"},{"text":"SMS Follow-up Responses","type":"text","marks":[{"type":"strong"}]},{"text":":","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"AccessSMSFollowupResponsesReport","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/31980.png"}}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Specify print parameters:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":45.0},"content":[{"type":"media","attrs":{"alt":"PrintSMSFollowupResponsesReport","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/31981.png"}}]},{"type":"paragraph","content":[{"text":"(to print ","type":"text"},{"text":"all ","type":"text","marks":[{"type":"em"}]},{"text":"Providers, leave the Provider(s) field blank)","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Print example:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":35.0},"content":[{"type":"media","attrs":{"alt":"LayoutSMSFollowupResponsesReport","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/31982.png"}}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Manually contacting Patients by SMS","type":"text","marks":[{"type":"textColor","attrs":{"color":"#000000"}},{"type":"link","attrs":{"href":"http://exact-support.soeidental.com/12.15/help-aus/index.htm#26322.htm"}}]}]},{"type":"paragraph","content":[{"text":"IMPORTANT:","type":"text","marks":[{"type":"textColor","attrs":{"color":"#ed1c24"}}]}]},{"type":"paragraph","content":[{"text":"SMS Replies software is designed to function with ","type":"text"},{"text":"automated ","type":"text","marks":[{"type":"em"}]},{"text":"reminders sent to Patients. The software links the pending appointment with the automated SMS Reminder, with the patient's SMS Reply.","type":"text"}]},{"type":"paragraph","content":[{"text":"But what if you want to manually contact patients by means of SMS with keywords?","type":"text"}]},{"type":"paragraph","content":[{"text":"It is possible to ","type":"text"},{"text":"manually ","type":"text","marks":[{"type":"em"}]},{"text":"contact single or multiple patients by means of SMS reminders, but in this case ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" has no automatic means to link your sent SMS Reminder and the patient's SMS Reply with a pending appointment.","type":"text"}]},{"type":"paragraph","content":[{"text":"So, if you manually create SMS Reminders, ","type":"text","marks":[{"type":"em"}]},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" will always send the consequent SMS Replies to the Manage Replies List and to the SMS Replies Tab, for you to confirm who this is from, what it relates to, and what actions to take.","type":"text","marks":[{"type":"em"}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Contacting Single Patients by SMS","type":"text"}]},{"type":"orderedList","attrs":{"order":1},"content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Select the SMS button ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"SMS button","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/19176.png"}}]},{"type":"paragraph","content":[{"text":" from either:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The ","type":"text"},{"text":"Recalls ","type":"text","marks":[{"type":"strong"}]},{"text":"window ","type":"text"},{"type":"hardBreak"},{"text":"(","type":"text"},{"text":"Administration > Manage Recalls >","type":"text","marks":[{"type":"strong"}]},{"text":" Double-click on a recalls list), or","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The ","type":"text"},{"text":"Contact Lists","type":"text","marks":[{"type":"strong"}]},{"text":" window ","type":"text"},{"type":"hardBreak"},{"text":"(","type":"text"},{"text":"Administration > Contact Lists >","type":"text","marks":[{"type":"strong"}]},{"text":" Double-click on a list)","type":"text"}]}]}]},{"type":"paragraph","content":[{"text":"The Contact by SMS window launches:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":40.0},"content":[{"type":"media","attrs":{"alt":"19253_v12","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/35789.png"}}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Select the","type":"text"},{"text":" ","type":"text","marks":[{"type":"strong"}]}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"radiobutton,grey-checked","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25127.png"}}]},{"type":"paragraph","content":[{"text":"Single SMS","type":"text","marks":[{"type":"strong"}]},{"text":" option.","type":"text"}]},{"type":"paragraph","content":[{"text":"The ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25115.png","width":"13","alt":"checkbox,grey-checked","height":"13"}}},{"text":" Group by Family","type":"text","marks":[{"type":"strong"}]},{"text":" checkbox will apply to SMS as it does for letters, and allows email to family members to be sent together. It is greyed out and unavailable if the Single SMS option has been clicked.","type":"text"}]},{"type":"paragraph","content":[{"text":"The ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25115.png","width":"13","alt":"checkbox,grey-checked","height":"13"}}},{"text":" Tick as complete when message sent","type":"text","marks":[{"type":"strong"}]},{"text":" checkbox will flag the recall procedure for the SMS recipient(s) as completed once the SMS is sent.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Select ","type":"text"},{"text":"OK ","type":"text","marks":[{"type":"strong"}]},{"text":"to display the","type":"text"},{"text":" SMS Details","type":"text","marks":[{"type":"strong"}]},{"text":" window.","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":35.0},"content":[{"type":"media","attrs":{"alt":"Document Details (SMS)","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/19254.png"}}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Select the ","type":"text"},{"text":"Provider","type":"text","marks":[{"type":"strong"}]},{"text":", ","type":"text"},{"text":"Specialist ","type":"text","marks":[{"type":"strong"}]},{"text":"and ","type":"text"},{"text":"SMS ","type":"text","marks":[{"type":"strong"}]},{"text":"templates (click in each field to activate the selection controls for that field).","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"If you select a ","type":"text"},{"text":"Category","type":"text","marks":[{"type":"strong"}]},{"text":", it will be added against the SMS and displayed in the Category column in the Contacts tab as ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" does for letters, as a quick reference to identify the purpose of the message.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Click the ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/7674.png"}}]},{"type":"paragraph","content":[{"text":" button to open the ","type":"text"},{"text":"Create SMS ","type":"text","marks":[{"type":"strong"}]},{"text":"window, with the ","type":"text"},{"text":"Description ","type":"text","marks":[{"type":"strong"}]},{"text":"and ","type":"text"},{"text":"Message ","type":"text","marks":[{"type":"strong"}]},{"text":"fields defaulted (if you chose an SMS template), or the screen blank to enable you to enter your own details. ","type":"text"},{"type":"hardBreak"},{"text":"In the case of a defaulted message, you still have the option to edit the details (see below).","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":45.0},"content":[{"type":"media","attrs":{"alt":"Create SMS window example","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/37889.png"}}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"In this window, you can edit the ","type":"text"},{"text":"Description ","type":"text","marks":[{"type":"strong"}]},{"text":"‑ which is used for the Contacts tab ‑ and can also edit the message to be sent.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"If the message to be sent is a Flash message, tick the Flash checkbox, if it is not already ticked by default for the SMS Template (if one is used). Alternatively, if the template is for a Flash message, you can untick the checkbox to send it as an ordinary SMS if you wish.","type":"text"}]},{"type":"paragraph","content":[{"text":"(Flash Message: On some cellphones a Flash message will appear on the screen immediately upon arrival, without the need to press any buttons on the phone. This is a useful alternative to normal SMS to catch the recipient's attention. The recipient has the option of 'saving' the Flash SMS to their Inbox.)","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"As you enter text, the line under the message box will display the ","type":"text"},{"text":"approximate","type":"text","marks":[{"type":"em"}]},{"text":" ","type":"text"},{"text":"character count ","type":"text","marks":[{"type":"strong"}]},{"text":"(excluding merge fields), and how many 153-character SMS messages this represents, which will be charged against your SMS account credit.","type":"text"},{"type":"hardBreak"},{"text":"If you wish to limit this, you can either delete text and/or merge fields (such as the patients name, or other details) to shorten the message, or click in the Truncate To field and select the maximum length of the message, in message unit multiples (1 to 9) of approximately 160 character length (1 SMS) or 153 characters for longer messages.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Clicking the ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/7674.png","width":"41","height":"15"}}},{"text":" button on this window will create the SMS messages for the selected patient in ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":", and either send the SMS message or queue it to be sent, depending on your settings.","type":"text"},{"type":"hardBreak"},{"text":"The contact list entry will be updated with the appropriate SMS status icon in the Type column.","type":"text"},{"type":"hardBreak"},{"text":"For an SMS message, one of the following icons may appear, depending on the status:","type":"text"}]},{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"__confluenceADFMigrationUnsupportedContentInternalExtension__","text":"","parameters":{"cxhtml":"

	SMS appointment reminder sent to recipient (delivered)
	SMS message received by gateway (sent, but not yet delivered)
	SMS delivery failed (where SOE is the SMS provider; password is wrong, insufficient credit, etc.)
	Reply received (for SMS reminder sent to patient)
	SMS status is now available
	SMS status unknown (TXTConnecxions / Icetrak / 4Production)
	SMS failed or not sent to gateway
	SMS status unavailable (other SMS providers)

	SMS appointment reminder sent to recipient (delivered)
	SMS message received by gateway (sent, but not yet delivered)
	SMS delivery failed (where SOE is the SMS provider; password is wrong, insufficient credit, etc.)
	Reply received (for SMS reminder sent to patient)
	SMS status is now available
	SMS status unknown (TXTConnecxions / Icetrak / 4Production)
	SMS failed or not sent to gateway
	SMS status unavailable (other SMS providers)

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For example, send a reminder email two weeks before the appointment, then follow it up with an SMS message a few days prior to the appointment time, and a second SMS a few hours beforehand.","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[189.0]},"content":[{"type":"paragraph","content":[{"type":"hardBreak"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[190.0]},"content":[{"type":"paragraph","content":[{"text":"Specify ","type":"text"},{"text":"Keywords ","type":"text","marks":[{"type":"strong"}]},{"text":"that patients need to use in SMS replies to trigger automated EXACT responses.","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[381.0]},"content":[{"type":"paragraph","content":[{"type":"hardBreak"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[189.0]},"content":[{"type":"paragraph","content":[{"text":"Keywords for SMS Replies","type":"text","marks":[{"type":"link","attrs":{"href":"https://soeidental.atlassian.net/wiki/spaces/PHS/pages/302187021/SMS+Replies#SMSReplies-ConfigureKeywordsforSMSReplies"}}]}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[190.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"checkbox,grey-unchecked","type":"external","url":"https://soeidental.atlassian.net/wiki/25116.png"}}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[381.0]},"content":[{"type":"paragraph","content":[{"text":"Be aware of the important Guidelines for using Keywords, without which your SMS replies strategy will not function.","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[189.0]},"content":[{"type":"paragraph","content":[{"type":"hardBreak"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[190.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"checkbox,grey-unchecked","type":"external","url":"https://soeidental.atlassian.net/wiki/25116.png"}}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[381.0]},"content":[{"type":"paragraph","content":[{"text":"Set up ","type":"text"},{"text":"Confirmation Keywords","type":"text","marks":[{"type":"strong"}]},{"text":" for patients to use in confirming appointments.","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[189.0]},"content":[{"type":"paragraph","content":[{"type":"hardBreak"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[190.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"checkbox,grey-unchecked","type":"external","url":"https://soeidental.atlassian.net/wiki/25116.png"}}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[381.0]},"content":[{"type":"paragraph","content":[{"text":"Set up Cancellation Keywords for patients to use in cancelling appointments.","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[189.0]},"content":[{"type":"paragraph","content":[{"type":"hardBreak"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[190.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"checkbox,grey-unchecked","type":"external","url":"https://soeidental.atlassian.net/wiki/25116.png"}}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[381.0]},"content":[{"type":"paragraph","content":[{"text":"Once the Keywords are set up, manage them per Contact List. this includes checking that they are up to date.","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[189.0]},"content":[{"type":"paragraph","content":[{"type":"hardBreak"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[190.0]},"content":[{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"checkbox,grey-unchecked","type":"external","url":"https://soeidental.atlassian.net/wiki/25116.png"}}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[381.0]},"content":[{"type":"paragraph","content":[{"text":"When necessary, free up Keywords for use in other configurations.","type":"text"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[189.0]},"content":[{"type":"paragraph","content":[{"type":"hardBreak"}]}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Email and SMS Parameters","type":"text"}]},{"type":"paragraph","content":[{"text":"IMPORTANT! ","type":"text","marks":[{"type":"textColor","attrs":{"color":"#ed1c24"}}]},{"text":"IT information required: ","type":"text","marks":[{"type":"em"}]},{"text":"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.","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"To configure Email and SMS parameters (from server or any workstation)","type":"text"}]},{"type":"orderedList","attrs":{"order":1},"content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Either","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Select ","type":"text"},{"text":"Configure ","type":"text","marks":[{"type":"strong"}]},{"text":"> ","type":"text"},{"text":"Email Parameters","type":"text","marks":[{"type":"strong"}]}]}]}]},{"type":"paragraph","content":[{"text":"Access to this option is controlled by user security settings.","type":"text"}]},{"type":"paragraph","content":[{"text":"- Or -","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Set email options from the ","type":"text"},{"text":"Configuration","type":"text","marks":[{"type":"strong"}]},{"text":" (spanner) button ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/1645.png"}}]},{"type":"paragraph","content":[{"text":" in the email application itself.","type":"text"},{"type":"hardBreak"},{"type":"hardBreak"},{"text":"Select ","type":"text"},{"text":"File ","type":"text","marks":[{"type":"strong"}]},{"text":"> ","type":"text"},{"text":"Email ","type":"text","marks":[{"type":"strong"}]},{"text":"or click the email shortcut icon on the toolbar (if configured):","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":5.0},"content":[{"type":"media","attrs":{"alt":"Email button (taskbar)","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/36785.jpg"}}]},{"type":"paragraph","content":[{"text":"Then click the Configuration (spanner) button ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/1645.png","width":"26","height":"26"}}},{"text":" on the email screen.","type":"text"}]}]}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"In either case, the email set-up wizard will display.","type":"text"}]},{"type":"paragraph","content":[{"text":"The set-up wizard will guide you through the relevant steps to set up the email parameters. 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Check with SOE Support or your domain/internet provider(s) if you are unsure.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[185.0]},"content":[{"type":"paragraph","content":[{"text":"Incoming Mail Server Port ","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[575.0]},"content":[{"type":"paragraph","content":[{"text":"This is the address of the mail server used to receive incoming mail. 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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.","type":"text"}]},{"type":"paragraph","content":[{"text":"If you check this box you also need to change the above Incoming Mail Server Port.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[185.0]},"content":[{"type":"paragraph","content":[{"text":"Outgoing Mail Server Port ","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[575.0]},"content":[{"type":"paragraph","content":[{"text":"This is the address of the mail server used to send outgoing mail. 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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)).","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[185.0]},"content":[{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25116.png","width":"13","alt":"checkbox,grey-unchecked","height":"13"}}},{"text":" Use authentication for outgoing Email ","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[575.0]},"content":[{"type":"paragraph","content":[{"text":"Tick this checkbox if your ISP requires authentication for outgoing email.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[185.0]},"content":[{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25116.png","width":"13","alt":"checkbox,grey-unchecked","height":"13"}}},{"text":" Allow Email setup without account details ","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[575.0]},"content":[{"type":"paragraph","content":[{"text":"By default this is un-checked, and you are required to complete all fields in the","type":"text"},{"text":" Account Details ","type":"text","marks":[{"type":"strong"}]},{"text":"screen, and then successfully ","type":"text"},{"text":"Test Credentials ","type":"text","marks":[{"type":"strong"}]},{"text":"before the Wizard ","type":"text"},{"text":"Next>","type":"text","marks":[{"type":"strong"}]},{"text":" button is enabled.","type":"text"}]},{"type":"paragraph","content":[{"text":"You can check this Allow Email setup without account details to entirely bypass the Account Details screen setup. 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For example:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":20.0},"content":[{"type":"media","attrs":{"alt":"TestFailed-01","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/39006.png"}}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":20.0},"content":[{"type":"media","attrs":{"alt":"TestFailed-02","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/39007.png"}}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"In this test ","type":"text","marks":[{"type":"strong"}]},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" runs a series of checks:","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"text":"If any check fails you will see an immediate failure message with instructions.","type":"text"}]},{"type":"paragraph","content":[{"text":"No email will be sent during this 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completed successfully, or ","type":"text"},{"type":"hardBreak"},{"type":"hardBreak"},{"text":"- You check the checkbox to ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25115.png","width":"13","alt":"checkbox,grey-checked","height":"13"}}},{"text":" ","type":"text","marks":[{"type":"strong"}]},{"text":"Allow email setup without account details","type":"text","marks":[{"type":"em"}]},{"text":".","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":40.0},"content":[{"type":"media","attrs":{"alt":"AllowEmailSetup","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/38952.png"}}]}]}]}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"Scheduled Send and Receive","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":35.0},"content":[{"type":"media","attrs":{"alt":"v12-8EmailSetupWizard-03","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/38954.png"}}]},{"type":"table","attrs":{"layout":"full-width"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[167.0]},"content":[{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25116.png","width":"13","alt":"checkbox,grey-unchecked","height":"13"}}},{"text":" Send all mail immediately","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[1632.0]},"content":[{"type":"paragraph","content":[{"text":"With this checkbox ","type":"text"},{"text":"un-checked","type":"text","marks":[{"type":"em"}]},{"text":" ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25116.png","width":"13","alt":"checkbox,grey-unchecked","height":"13"}}},{"text":" your practice requires manual user action to send email.","type":"text"}]},{"type":"paragraph","content":[{"text":"Either","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Click the ","type":"text"},{"text":"Send/Receive Email ","type":"text","marks":[{"type":"strong"}]},{"text":"button in the main Inbox, or","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Right-click the email server icon and select ","type":"text"},{"text":"Send/Receive Now","type":"text","marks":[{"type":"strong"}]},{"text":" from the drop-down menu, or","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"For Draft-status emails, send them individually by clicking the Send button within each email window.","type":"text"}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"With this checkbox ","type":"text"},{"text":"checked ","type":"text","marks":[{"type":"em"}]},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25115.png","width":"13","alt":"checkbox,grey-checked","height":"13"}}},{"text":" the mail server will check regularly for new mail and send it immediately, but only during the periods specified in the screen:","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":15.0},"content":[{"type":"media","attrs":{"alt":"TimesToCheckEmail","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/38955.png"}}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"IMPORTANT: ","type":"text","marks":[{"type":"em"}]},{"text":"Ensure that scheduled network backup times don't coincide with these specified periods.","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"Within ","type":"text","marks":[{"type":"em"}]},{"text":"these periods your email server can check every __ minutes, and / or it can check at specific configured 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(un-checked).","type":"text"}]},{"type":"paragraph","content":[{"text":"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.","type":"text"}]},{"type":"paragraph","content":[{"text":"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.","type":"text"}]},{"type":"paragraph","content":[{"text":"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.","type":"text"}]},{"type":"paragraph","content":[{"text":"Minimum figure is 1. If you specify a very large number the software will send as many emails as it can within each minute.","type":"text"}]},{"type":"paragraph","content":[{"text":"This setting is deliberately presented as a ","type":"text"},{"text":"per-minute","type":"text","marks":[{"type":"strong"}]},{"text":" figure because this way it is easier to comprehend the rate of sending than it would be with a seconds-delay figure.","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":20.0},"content":[{"type":"media","attrs":{"alt":"AddADelay","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/38957.png"}}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"NOTES:","type":"text","marks":[{"type":"em"}]},{"text":" ","type":"text"},{"type":"hardBreak"},{"type":"hardBreak"},{"text":"Manual sending overrides the delay - if you create 10 emails and click the Send button, ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" sends them all immediately, with no staggered delay.","type":"text"},{"type":"hardBreak"},{"type":"hardBreak"},{"text":"DRAFT status emails are not sent automatically - when ready to send, click the Send button within that email's window.","type":"text"}]}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"Open email attachments directly","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":35.0},"content":[{"type":"media","attrs":{"alt":"v12-8EmailSetupWizard-04","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/38958.png"}}]},{"type":"paragraph","marks":[{"type":"indentation","attrs":{"level":1}}],"content":[{"type":"hardBreak"}]},{"type":"paragraph","marks":[{"type":"indentation","attrs":{"level":1}}],"content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25116.png","width":"13","alt":"checkbox,grey-unchecked","height":"13"}}},{"text":" Open email attachments directly","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","marks":[{"type":"indentation","attrs":{"level":1}}],"content":[{"text":"This setting is off by default to provide default protection.","type":"text"}]},{"type":"paragraph","marks":[{"type":"indentation","attrs":{"level":1}}],"content":[{"text":"Please read the screen text carefully and only check this option if","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"You understand it.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"You can confirm that your anti-virus program has the capability to scan email attachments before they are opened.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Your practice will regularly update the anti-virus program.","type":"text"}]}]}]},{"type":"paragraph","marks":[{"type":"indentation","attrs":{"level":1}}],"content":[{"text":"Important notes to avoid virus infection of your practice: ","type":"text","marks":[{"type":"textColor","attrs":{"color":"#ed1c24"}}]}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"If your anti-virus program cannot scan emails before saving, you risk virus infection by selecting this option.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Keep your anti-virus program updated, or it may fail to recognise and deal with new viruses.","type":"text"}]}]}]},{"type":"paragraph","marks":[{"type":"indentation","attrs":{"level":1}}],"content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"SMS Messages","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":35.0},"content":[{"type":"media","attrs":{"alt":"v12-8EmailSetupWizard-05","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/38959.png"}}]},{"type":"paragraph","marks":[{"type":"indentation","attrs":{"level":1}}],"content":[{"text":"These options set up the ability to send text messages (such as appointment reminders) to a cell phone.","type":"text"}]},{"type":"table","attrs":{"layout":"default"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[216.0]},"content":[{"type":"paragraph","content":[{"text":"SMS Provider","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25128.png","width":"13","alt":"radiobutton,grey-unchecked","height":"13"}}},{"text":" ","type":"text"},{"text":" Software of Excellence","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[544.0]},"content":[{"type":"paragraph","content":[{"text":"Select ","type":"text"},{"text":"Software of Excellence","type":"text","marks":[{"type":"strong"}]},{"text":" to use SMS reminder messages.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[216.0]},"content":[{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25128.png","width":"13","alt":"radiobutton,grey-unchecked","height":"13"}}},{"text":" ","type":"text"},{"text":" None","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[544.0]},"content":[{"type":"paragraph","content":[{"text":"Select ","type":"text"},{"text":"None ","type":"text","marks":[{"type":"strong"}]},{"text":"if reminder text messages are not going to be sent.","type":"text"}]},{"type":"paragraph","content":[{"text":"The ","type":"text"},{"text":"Finish","type":"text","marks":[{"type":"strong"}]},{"text":" button will then immediately become available:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":25.0},"content":[{"type":"media","attrs":{"alt":"None-Finish","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/39008.png"}}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[216.0]},"content":[{"type":"paragraph","content":[{"text":"Practice ID [ ]","type":"text","marks":[{"type":"strong"}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[544.0]},"content":[{"type":"paragraph","content":[{"text":"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.","type":"text"}]},{"type":"paragraph","content":[{"text":"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 ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" for various functions.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[216.0]},"content":[{"type":"paragraph","content":[{"text":"Practice ID Password [ ]","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[544.0]},"content":[{"type":"paragraph","content":[{"text":"Enter the password that is associated with your Practice ID.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[216.0]},"content":[{"type":"paragraph","content":[{"text":"Test","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[544.0]},"content":[{"type":"paragraph","content":[{"text":"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.","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":25.0},"content":[{"type":"media","attrs":{"alt":"SMS Test message","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/19170.png"}}]},{"type":"paragraph","content":[{"text":"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.","type":"text"}]}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":4},"content":[{"text":"SMS Messages","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":35.0},"content":[{"type":"media","attrs":{"alt":"v12-8EmailSetupWizard-06","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/38961.png"}}]},{"type":"paragraph","marks":[{"type":"indentation","attrs":{"level":1}}],"content":[{"text":"Configure either:","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Start sending all messages as soon as the list is generated.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Control when the messages are sent by scheduling and staggering the sending times.","type":"text"}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"table","attrs":{"layout":"default"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[225.0]},"content":[{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25128.png","width":"13","alt":"radiobutton,grey-unchecked","height":"13"}}},{"text":" ","type":"text"},{"text":"Send all SMS when the list is generated","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[535.0]},"content":[{"type":"paragraph","content":[{"text":"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).","type":"text"}]},{"type":"paragraph","content":[{"text":"It requires less setting up, but you have less control over when patients are likely to respond to the messages.","type":"text"}]},{"type":"paragraph","content":[{"text":"It would be useful for a small practice or if you had few patients preferring to be contacted by SMS.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[225.0]},"content":[{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25128.png","width":"13","alt":"radiobutton,grey-unchecked","height":"13"}}},{"text":" ","type":"text"},{"text":"Enable staggered SMS sending","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[535.0]},"content":[{"type":"paragraph","content":[{"text":"Select this option to control when the messages are sent by scheduling and staggering the sending times'","type":"text"}]},{"type":"paragraph","content":[{"text":"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.","type":"text"}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[225.0]},"content":[{"type":"paragraph","content":[{"text":"Delivery Times","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[535.0]},"content":[{"type":"paragraph","content":[{"text":"This field shows the days and times that messages are to be queued for sending.","type":"text"}]},{"type":"paragraph","content":[{"text":"Use the Up/Down buttons ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/2844.png","width":"16","height":"18"}}},{"text":" to scroll up/down through the delivery time entries.","type":"text"}]},{"type":"paragraph","content":[{"text":"Click the ","type":"text"},{"text":"+1 ","type":"text","marks":[{"type":"strong"}]},{"text":"button to add a new date/time entry; this will open the Add Sessions window:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":20.0},"content":[{"type":"media","attrs":{"alt":"Add Sessions window","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/21693.png"}}]},{"type":"paragraph","content":[{"text":"For each delivery ","type":"text"},{"text":"session that ","type":"text","marks":[{"type":"em"}]},{"text":"you want to configure, select the day(s), then enter the start and end times in the boxes.","type":"text"}]},{"type":"paragraph","content":[{"text":"Use the scroll buttons to scroll up/down as follows:","type":"text"}]},{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/2844.png","width":"16","height":"18"}}},{"text":" 1-minute intervals","type":"text"}]},{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/22607.png","width":"25","height":"20"}}},{"text":" ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/2844.png","width":"16","height":"18"}}},{"text":" 1-hour intervals","type":"text"}]},{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/22608.png","width":"25","alt":"Shift","height":"20"}}},{"text":" ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/2844.png","width":"16","height":"18"}}},{"text":" 10-minute intervals","type":"text"}]},{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/22805.png","width":"25","alt":"Alt key","height":"20"}}},{"text":" ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/2844.png","width":"16","height":"18"}}},{"text":" 5-minute intervals.","type":"text"}]},{"type":"paragraph","content":[{"text":"Click the ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/7674.png","width":"41","height":"15"}}},{"text":" button to save each date/time entry.","type":"text"}]},{"type":"paragraph","content":[{"text":"To change an entry","type":"text","marks":[{"type":"em"}]}]},{"type":"orderedList","attrs":{"order":1},"content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Delete it","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Click a date/time entry","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Select the Delete button to delete it","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Add the new details as above.","type":"text"}]}]}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[225.0]},"content":[{"type":"paragraph","content":[{"text":"Finish button","type":"text","marks":[{"type":"strong"}]}]}]},{"type":"tableCell","attrs":{"colspan":1,"rowspan":1,"colwidth":[535.0]},"content":[{"type":"paragraph","content":[{"text":"Save the details and close the wizard.","type":"text"}]}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Create Automated Appointment Reminders","type":"text"}]},{"type":"paragraph","content":[{"text":"These are best created as an overall strategy using available communications media (SMS, Email, Easypost).","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Create Automated Appointment Follow-ups","type":"text"}]},{"type":"paragraph","content":[{"text":"From version 11.3 SP6 ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" can ","type":"text"},{"text":"automatically ","type":"text","marks":[{"type":"em"}]},{"text":"follow-up patient appointments with SMS messages and request patient keyword responses.","type":"text"}]},{"type":"paragraph","content":[{"text":"This is typically used in surveys of patient appointments.","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Create Automated Patient Surveys by SMS","type":"text"}]},{"type":"paragraph","content":[{"text":"From version 11.3 SP6 ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" can ","type":"text"},{"text":"automatically ","type":"text","marks":[{"type":"em"}]},{"text":"follow-up patient appointments with SMS messages and request patient keyword responses.","type":"text"}]},{"type":"paragraph","content":[{"text":"This is typically used in surveys of patient appointments.","type":"text"}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Configure Keywords for SMS Replies","type":"text"}]},{"type":"paragraph","content":[{"text":"Keywords are critical to the function of the SMS Replies feature, as they are used to match a reply with the appropriate contact list or automatic appointment reminder.","type":"text"}]},{"type":"paragraph","content":[{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" can recognise multiple codes as a valid client reply. For example, you could configure ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" to recognise all of these options as valid for a Confirmation SMS: YES, YIP, Y, YEAH, YAH, OK.","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"text":"To open the Keyword Settings screen, for configuring SMS Replies","type":"text"}]},{"type":"paragraph","content":[{"text":"The ","type":"text"},{"text":"Keyword Settings","type":"text","marks":[{"type":"strong"}]},{"text":" button becomes active when you select a new or existing template:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":30.0},"content":[{"type":"media","attrs":{"alt":"Configure-EmailParams13-D1","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25174.png"}}]},{"type":"paragraph","content":[{"text":"Click the button to maintain ","type":"text"},{"text":"keywords","type":"text","marks":[{"type":"link","attrs":{"href":"http://exact-support.soeidental.com/12.15/help-aus/index.htm#24341.htm"}}]},{"text":" for that particular automatic appointment reminder, and the appropriate template is displayed with keyword management options, as in the example below:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"Configure Keywords","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25173.png"}}]},{"type":"paragraph","content":[{"text":"To create Confirmation Keywords for SMS Replies","type":"text"}]},{"type":"orderedList","attrs":{"order":1},"content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Click the List button ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/2354.png"}}]},{"type":"paragraph","content":[{"text":" (or press the ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"'F4' key","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/22821.png"}}]},{"type":"paragraph","content":[{"text":" key) to access the Manage Keywords dialog:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"Configure-EmailParams13-G","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25182.png"}}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Use the two buttons at the lower right of the entry pane to add keywords ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"Add to List button","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/24356.png"}}]},{"type":"paragraph","content":[{"text":" and remove keywords ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"Remove from list button","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/19231.png"}}]},{"type":"paragraph","content":[{"text":" from the Contact List.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"To create a New keyword, click the ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"Add to List button","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/24356.png"}}]},{"type":"paragraph","content":[{"text":" button to display the Add Keyword dialog:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":20.0},"content":[{"type":"media","attrs":{"alt":"Configure-EmailParams13-I","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25183.png"}}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Click in the entry field, and start typing the new keyword; ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" will immediately start evaluating what you type. It will compare it to existing keywords and keyword validation rules - as you type, a message is displayed, according to validity","type":"text"}]},{"type":"paragraph","content":[{"text":"Keyword is valid:","type":"text","marks":[{"type":"em"}]}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":10.0},"content":[{"type":"media","attrs":{"alt":"Configure-EmailParams13-K","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25177.png"}}]},{"type":"paragraph","content":[{"text":"...or otherwise (for example ","type":"text"},{"text":"A keyword cannot be blank","type":"text","marks":[{"type":"em"}]},{"text":"):","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":30.0},"content":[{"type":"media","attrs":{"alt":"Configure-EmailParams13-J","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25176.png"}}]},{"type":"paragraph","content":[{"text":"Message examples:","type":"text"}]},{"type":"paragraph","content":[{"text":"A Keyword cannot be blank","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":"This is displayed (and the ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/7674.png","width":"41","height":"15"}}},{"text":" button is inactive) until some valid characters are typed in.","type":"text"},{"type":"hardBreak"},{"type":"hardBreak"},{"text":"You have already added that keyword; keywords are case-insensitive","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":"There is already another active contact list or appointment reminder list using that word. Also, when comparing keywords, ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" treats upper- and lower-case letters as equivalent. You can change the keyword (if it is less than 25 characters) by adding more letters or numbers to it to make it unique. Alternatively, if the existing keyword is no longer required in the contact or reminder list that uses it, delete it from there, or mark the other list as inactive.","type":"text"},{"type":"hardBreak"},{"type":"hardBreak"},{"text":"A Keyword cant contain spaces","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":"Remove any spaces in the keyword.","type":"text"},{"type":"hardBreak"},{"type":"hardBreak"},{"text":"A Keyword can only contain letters and numbers","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":"You have typed in a non-alphanumeric character; delete it or substitute another character.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Once you have typed a valid keyword, click the ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/7674.png"}}]},{"type":"paragraph","content":[{"text":" button to add it to the list.","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":35.0},"content":[{"type":"media","attrs":{"alt":"Configure-EmailParams13-L","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25178.png"}}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":30.0},"content":[{"type":"media","attrs":{"alt":"Configure-EmailParams13-M","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25179.png"}}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Repeat the above steps to add more words, then click ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/7674.png"}}]},{"type":"paragraph","content":[{"text":" again to return to the Appointment Reminder Reply dialog. The Keywords field will now show the changes you have made to the list of keywords.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Click in the checkbox next to any of the options you wish to apply:","type":"text"},{"type":"hardBreak"},{"type":"hardBreak"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"checkbox,grey-checked","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25115.png"}}]},{"type":"paragraph","content":[{"text":" Display in Manage Replies list","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":"This will cause ","type":"text"},{"text":"any","type":"text","marks":[{"type":"em"}]},{"text":" SMS reply with a valid keyword to be added to the Manage Replies list for viewing (in addition to the auto-confirmation in the Appointment Book).","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":40.0},"content":[{"type":"media","attrs":{"alt":"ShowConfirmedAppts in SMSReplies","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26373.png"}}]},{"type":"paragraph","content":[{"text":"We do not recommend that you use this option, except for testing or monitoring purposes, as it will create extra work for you.","type":"text"}]},{"type":"paragraph","content":[{"text":"Note that ","type":"text"},{"text":"per user","type":"text","marks":[{"type":"em"}]},{"text":" you can tick the","type":"text"},{"text":" Show Completed","type":"text","marks":[{"type":"strong"}]},{"text":" checkbox in the above screen to achieve the same display.","type":"text"},{"type":"hardBreak"},{"type":"hardBreak"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25115.png","width":"13","alt":"checkbox,grey-checked","height":"13"}}},{"text":" Show as confirmed in the Appointment Book","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":"A received keyword will automatically confirm the patients appointment by showing the handset icon in the appointment.","type":"text"},{"type":"hardBreak"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/26374.png","width":"388","alt":"ConfirmationOfAppt-simple","height":"48"}}}]},{"type":"paragraph","content":[{"type":"hardBreak"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/25115.png","width":"13","alt":"checkbox,grey-checked","height":"13"}}},{"text":" Send patient automatic confirmation of receipt","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":"An SMS reply will be sent to the patient acknowledging receipt of their SMS. To do this, you will have to click in the Template field, and Use the ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/2354.png","width":"24","height":"24"}}},{"text":" button to select an existing template set up for this purpose, or create one.","type":"text"}]},{"type":"paragraph","content":[{"text":"NOTE: ","type":"text","marks":[{"type":"textColor","attrs":{"color":"#ed1c24"}}]},{"text":"These additional SMSes that incur the standard SMS charges.","type":"text"}]},{"type":"paragraph","content":[{"text":"To select a Template for the SMS:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"Configure-EmailParams13-E","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25185.png"}}]}]}]},{"type":"paragraph","content":[{"text":"To create Cancellation Keywords for SMS Replies","type":"text"}]},{"type":"paragraph","content":[{"text":"The process for this is the same as for Confirmation Keywords above.","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"Configure-EmailParams13-H","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25175.png"}}]},{"type":"paragraph","content":[{"text":"When the patient replies with a cancellation keyword that ","type":"text"},{"text":"matches ","type":"text","marks":[{"type":"em"}]},{"text":"the reminder SMS template (for example \"No\"), ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" automatically removes that appointment from the Appointment Book and it won't be visible under the SMS Replies Tab unless you check the ","type":"text"},{"text":"Show completed","type":"text","marks":[{"type":"strong"}]},{"text":" checkbox.","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":40.0},"content":[{"type":"media","attrs":{"alt":"ShowCompleted-cancellationExample","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26375.png"}}]},{"type":"paragraph","content":[{"text":"All cancellations are listed in the Cancels Tab:","type":"text"}]},{"type":"paragraph","content":[{"text":"(Recommended: ","type":"text"},{"text":"enable this tab for the Appointment Book","type":"text","marks":[{"type":"link","attrs":{"href":"http://exact-support.soeidental.com/12.15/help-aus/index.htm#26317.htm"}}]},{"text":")","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"CancelsTabExample","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/26376.png"}}]},{"type":"paragraph","content":[{"text":"If you choose to automatically cancel the appointment in the appointment book, you can also select a ","type":"text"},{"text":"Cancellation Reason ","type":"text","marks":[{"type":"strong"}]},{"text":"to be attached to this:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":30.0},"content":[{"type":"media","attrs":{"alt":"Configure-EmailParams13-R","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25180.png"}}]},{"type":"paragraph","content":[{"text":"Or you can ","type":"text"},{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"inline-external-image","parameters":{"src":"http://exact-support.soeidental.com/12.15/help-aus/1596.png","width":"26","height":"26"}}},{"text":" Add a New ","type":"text","marks":[{"type":"strong"}]},{"text":"Cancellation reason:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"Configure-EmailParams13-S","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25184.png"}}]},{"type":"paragraph","content":[{"text":"Tip: ","type":"text","marks":[{"type":"em"}]},{"text":"Also set up cancellation keywords to be automatically added to the Manage Recalls list so that you can follow up with the patient to make an alternative appointment.","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Guidelines for Using Keywords","type":"text"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The keywords used must be unique to that list or reminder; they must not appear on any other ","type":"text"},{"text":"active","type":"text","marks":[{"type":"em"}]},{"text":" list.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Keywords cannot occur in a keyword list more than once.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" automatically cross-checks to ensure that when you create a new keyword or edit a keyword it is not already in use elsewhere.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" has facilities for editing or removing redundant keywords.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Keywords should reflect the word, text or number the practice requires the patient to return in the SMS reply.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Provide Keyword options for confirming an appointment or cancelling/not accepting.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Each keyword can have up to 25 alphanumeric characters.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Keywords cannot contain spaces (trailing and preceding spaces are trimmed in the 'Add Keywords' dialog and so are disregarded).","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The total length of all the keywords in a list cannot exceed 250 characters.","type":"text"}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Managing Keywords for a Contact List","type":"text"}]},{"type":"paragraph","content":[{"text":"When you have ensured ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" is configured as in the previous sections, you can manage the keywords as follows:","type":"text"}]},{"type":"orderedList","attrs":{"order":1},"content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Select 'Manage Contact Lists' from the 'Administration menu.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Highlight the contact list you wish to set up SMS Replies keywords for, and click the ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/1712.png"}}]},{"type":"paragraph","content":[{"text":" button in the bottom right-hand corner of the screen.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The \"Information About Contact List\" dialog will open, like the following example:","type":"text"},{"type":"hardBreak"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":40.0},"content":[{"type":"media","attrs":{"alt":"Contact List info screen","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/24354.png"}}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"In the 'Keywords' field, click on the 'List' button ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/2354.png"}}]},{"type":"paragraph","content":[{"text":" (or press the ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"'F4' key","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/22821.png"}}]},{"type":"paragraph","content":[{"text":" key) to access the 'Manage Keywords' dialog:","type":"text"},{"type":"hardBreak"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":35.0},"content":[{"type":"media","attrs":{"alt":"Manage Keywords dialog","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/24355.png"}}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"The two buttons at the lower right of the entry pane are used to add keywords ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"Add to List button","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/24356.png"}}]},{"type":"paragraph","content":[{"text":" and remove keywords ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"Remove from list button","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/19231.png"}}]},{"type":"paragraph","content":[{"text":" from the Contact List. Click the ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"alt":"Add to List button","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/24356.png"}}]},{"type":"paragraph","content":[{"text":" button to add a new keyword, and the 'Add Keyword' dialog is displayed:","type":"text"},{"type":"hardBreak"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":40.0},"content":[{"type":"media","attrs":{"alt":"Add Keyword dialog","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/24357.png"}}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Click in the entry field, and start typing the new keyword; ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" will immediately start evaluating what you type. It will compare it to existing keywords and keyword validation rules - as you type, a message is displayed, according to validity (","type":"text"},{"text":"'Keyword is valid'","type":"text","marks":[{"type":"em"}]},{"text":") or otherwise:","type":"text"},{"type":"hardBreak"},{"text":"'A Keyword cannot be blank'","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":"This is displayed (and the ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/7674.png"}}]},{"type":"paragraph","content":[{"text":" button is inactive) until some valid characters are typed in.","type":"text"},{"type":"hardBreak"},{"type":"hardBreak"},{"text":"'You have already added that keyword; keywords are case-insensitive'","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":"There is already another active contact list or appointment reminder list using that word. Also, when comparing keywords, ","type":"text"},{"text":"EXACT","type":"text","marks":[{"type":"textColor","attrs":{"color":"#3c3c3c"}}]},{"text":" treats upper- and lower-case letters as equivalent. You can change the keyword (if it is less than 25 characters) by adding more letters or numbers to it to make it unique. Alternatively, if the existing keyword is no longer required in the contact or reminder list that uses it, delete it from there, or mark the other list as inactive.","type":"text"},{"type":"hardBreak"},{"type":"hardBreak"},{"text":"'A Keyword can't contain spaces'","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":"Remove any spaces in the keyword.","type":"text"},{"type":"hardBreak"},{"type":"hardBreak"},{"text":"'A Keyword can only contain letters and numbers'","type":"text","marks":[{"type":"em"}]},{"type":"hardBreak"},{"text":"You have typed in a non-alphanumeric character; delete it or substitute another character.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Once you have typed a valid keyword, click the ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/7674.png"}}]},{"type":"paragraph","content":[{"text":" button to add it to the list.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Repeat steps 5 to 7 above to add more words, then click ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/7674.png"}}]},{"type":"paragraph","content":[{"text":" again to return to the \"Information About Contact List\" dialog. The Keywords field will now show the changes you have made to the list of keywords.","type":"text"}]}]}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Freeing Up Keywords","type":"text"}]},{"type":"paragraph","content":[{"text":"If you wish to use a keyword for a contact list, but it is already in use elsewhere, you can delete the word from the original list, ","type":"text"},{"text":"provided the list is either no longer active or not yet in use","type":"text","marks":[{"type":"em"}]},{"text":". ","type":"text"},{"type":"hardBreak"},{"text":"Alternatively, you can flag the original list as ","type":"text"},{"text":"completed,","type":"text","marks":[{"type":"em"}]},{"text":" which makes the keywords in that list redundant.","type":"text"}]},{"type":"paragraph","content":[{"text":"Another alternative is to modify your intended keyword slightly (e.g., change the spelling, add letters or numbers to make it unique); for example, change CONFIRM to CONFIRM2.","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Selecting or Creating an SMS Template","type":"text"}]},{"type":"paragraph","content":[{"text":"NOTE: ","type":"text","marks":[{"type":"em"}]},{"text":"The interface and procedure for creating Email templates differs to that for creating SMS templates.","type":"text","marks":[{"type":"textColor","attrs":{"color":"#006780"}}]}]},{"type":"orderedList","attrs":{"order":1},"content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Click in a field to see the selector controls for that field.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Either click the Up/Down arrows to scroll through options, or click the List icon to view the SMS Templates list, from which you can select a template:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":35.0},"content":[{"type":"media","attrs":{"alt":"Configure-EmailParams13-A","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25167.png"}}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Assign Keywords ","type":"text"},{"type":"hardBreak"},{"text":"(This step is explained in the Keywords for SMS Replies section, which includes Guidelines for using keywords, Managing Keywords for a Contact List, and Freeing Up Keywords.)","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Click ","type":"text"},{"text":"OK","type":"text","marks":[{"type":"strong"}]},{"text":".","type":"text"}]}]}]},{"type":"paragraph","content":[{"text":"To assign Keywords for use in SMS Replies","type":"text"}]},{"type":"paragraph","content":[{"text":"Keywords are critical to the function of the SMS Replies feature, as they are used to match a reply with the appropriate contact list or automatic appointment reminder. Users need to keep to the .","type":"text"}]},{"type":"paragraph","content":[{"text":"This step is explained in the Keywords for SMS Replies section, which includes Guidelines for using keywords, Managing Keywords for a Contact List, and Freeing Up Keywords.","type":"text"}]},{"type":"paragraph","content":[{"text":"To create a New SMS Template for use in SMS Replies","type":"text"}]},{"type":"orderedList","attrs":{"order":1},"content":[{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Click in a field to see the selector controls for that field.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Either click the Up/Down arrows to scroll through options, or click the List icon to view the SMS Templates list:","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Select the ","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":0.0},"content":[{"type":"media","attrs":{"type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/1596.png"}}]},{"type":"paragraph","content":[{"text":" button to open the ","type":"text"},{"text":"Add SMS Template ","type":"text","marks":[{"type":"strong"}]},{"text":"window:","type":"text"}]},{"type":"mediaSingle","attrs":{"layout":"align-start","width":50.0},"content":[{"type":"media","attrs":{"alt":"Add SMS template","type":"external","url":"http://exact-support.soeidental.com/12.15/help-aus/25170.png"}}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Type a ","type":"text"},{"text":"Code ","type":"text","marks":[{"type":"strong"}]},{"text":"and a ","type":"text"},{"text":"Description","type":"text","marks":[{"type":"strong"}]},{"text":". These will display in the list of templates (as demonstrated above, in selecting an SMS template).","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Optionally specify as a ","type":"text"},{"text":"Flash SMS","type":"text","marks":[{"type":"strong"}]},{"text":", if it is not already ticked by default for the SMS Template (if one is used). Alternatively, if the template is for a Flash message, you can untick the checkbox to send it as an ordinary SMS.","type":"text"}]},{"type":"paragraph","content":[{"text":"What is Flash SMS? ","type":"text","marks":[{"type":"strong"}]},{"text":"On some cellphones a Flash message will appear on the screen immediately upon arrival, without the need to press any buttons on the phone. This is a useful alternative to normal SMS to catch the recipient's attention, and the recipient still has the option of saving the Flash SMS to their Inbox. (","type":"text"},{"text":"Note: ","type":"text","marks":[{"type":"em"}]},{"text":"Do not delete the \"FLASH\" text inserted at the beginning of the message - this tells the SMS provider to send this as a Flash message)","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Use the ","type":"text"},{"text":"Truncate To ","type":"text","marks":[{"type":"strong"}]},{"text":"field in combination with the Approximate Length of the SMS message, as ex[plained below.","type":"text"}]}]},{"type":"listItem","content":[{"type":"paragraph","content":[{"text":"Create the body of the SMS using plain text and Form Fields, and monitoring the Approximate length display (below).","type":"text"}]},{"type":"paragraph","content":[{"text":"SMS character length, charging, truncating:","type":"text","marks":[{"type":"em"}]}]},{"type":"paragraph","content":[{"text":"As you type text and insert Form Fields, the line under the message box will display the approximate character count, and how many 153-character SMS messages this represents, which will be charged against your SMS account credit. This count will not be accurate if any merge fields are present, so you will have to estimate how long each merge field is likely to be, based on what it represents.","type":"text"}]},{"type":"paragraph","content":[{"text":"If you wish to limit this, you can either delete text and/or merge fields (such as the patient's name, or other details) to shorten the message, or click in the ","type":"text"},{"text":"Truncate To ","type":"text","marks":[{"type":"strong"}]},{"text":"field and select the maximum length of the message, in message unit multiples (1 to 9) of approximately 160 character length (1 SMS) or 153 characters for longer messages.","type":"text"}]},{"type":"paragraph","content":[{"text":"Using Form Fields:","type":"text","marks":[{"type":"em"}]}]},{"type":"paragraph","content":[{"text":"Wherever you need a","type":"text"},{"text":" Form Field","type":"text","marks":[{"type":"strong"}]},{"text":", insert from the ","type":"text"},{"text":"Letter Merge Fields","type":"text","marks":[{"type":"strong"}]},{"text":" list as displayed in the image above.","type":"text"}]},{"type":"paragraph","content":[{"text":"SMS Appointment Reminder example:","type":"text"}]},{"type":"paragraph","content":[{"type":"hardBreak"}]},{"type":"paragraph","content":[{"type":"inlineExtension","attrs":{"extensionType":"com.atlassian.confluence.migration","extensionKey":"__confluenceADFMigrationUnsupportedContentInternalExtension__","text":"","parameters":{"cxhtml":"

Without Merge Fields:	With Merge Fields:
Mr. Jones, you have an appt at 08:00 on 12 July 2012. Please confirm by replying just YES or NO. Thank you, Helen Radcliffe, Dreamy Teeth.	[patient.title].[patient.lastname], you have an appt at [patient.nextappttime] on [patient.nextappdate]. Please confirm by replying just YES or NO. Thank you, [provider.name], [practice.name].

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