In this article, you will learn how to enable automated order notifications and what happens when a patient's optical order is moved to "Verified" status.
1. Enable Order Notification Automation 0:22
Navigate to Organization Settings > Communication > Texting Automation.
Click the toggle to turn Order Notification on.
Navigate to the Optical Orders module and open an order.
Confirm the received order matches what was placed, then move the order status to Verified.
Click Save Changes (for glasses orders) or Update Order Status (for contact lens orders).
3. Confirm the Notification Was Scheduled 0:58
After saving, check the upper-right corner for a confirmation banner.
Success: A green banner reads "Patient notification has been scheduled."
The order status stays as Verified until the message is sent to the patient. At that point, the status updates to Notified.
All message are schedule to be sent 30 minutes after mark an order as Verified, allowing time for the messages to be canceled if needed.
Failure: A red banner reads "Unable to schedule message."
4 . View the Text in the Patient's Message History 0:1:18
Open the Patient Profile for the patient associated with the order.
Navigate to the Messages section to confirm the automated text was sent.
The message is attributed to the staff member who moved the order to Verified status and is schedule to be sent 30 minutes from now.
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Frequently Asked Questions
What message does the patient receive?
Patients receive a text from your organization's location number:
Glasses: "Message from [Org – Location]: Great news! Your glasses are now ready for pick up!"
Contact lenses: "Message from [Org – Location]: Great news! Your contact lenses are now ready for pick up!"
Can I cancel a scheduled notification?
Yes. A 30-minute window exists to cancel the message before it is sent. If the message is successfully canceled, the order status will not change — it will remain at Verified.
What if the same order is moved to Verified more than once?
To schedule an additional notification, the order status must first be changed to another status, then moved back to Verified and saved. Each transition to Verified triggers a new scheduled message.
Where does the text appear if a patient shares a phone number?
If the patient is an additional user for a shared phone number, the automated text is recorded on that patient's individual message history, regardless of which patient holds the primary number.
Why didn't the notification send?
Common reasons include: no phone number on file, the number is a landline, or the number is invalid. Check the patient's contact information in their Patient Profile and ensure a valid mobile number is on file.
Does this apply to both glasses and contact lens orders?
Yes. The automation triggers for both glasses and contact lens orders when they are moved to Verified status.