In CareCru, you have the ability to customize your SMS and Email Reminder messages. Confirmable, Friendly, Single, and Family reminder messages are separated to allow for individual customization and to better represent the patient journey through the reminders workflow. Virtual Waiting Room messages can also be customized.
SMS and Email templates can be viewed by all user roles, but the message content can only be customized by users with the role of the Owner. Change requests can also be sent to CareCru Support.
(Overview of User Roles can be found here).
The following items are customizable in a reminder message:
Email: Subject Line and email body (including text formatting)
SMS: text body
Insert tags can be added (eg. Patient Name, Appointment Practitioner, etc)
Emojis can be added
Learn how to customize reminders by reviewing the following steps below, or by watching the video tutorial.
Video Tutorial (7min) -
Disclaimer: The video in this article has not yet been updated with the new CareCru branding, however, the functionality remains the same.
Step-by-Step Tutorial
The flow of the patient reminders is demonstrated in a view that is easy to understand. You can quickly view the path of a confirmed or an unconfirmed message, as well as reminder messages that are currently turned off:
An "N" indicates the path of an appointment that has not yet been confirmed, and the number of messages the patient will receive
A "Y" indicates the path of an appointment that has been confirmed, and the number of messages the patient will receive
A greyed-out appointment means that it is temporarily turned off. These appointments can also be deleted if preferred.
To create a new General Reminder message:
Go to Account Settings > Donna > Reminders
Click on the + sign
A New Message window will pop up
Choose Message Type: Friendly or Confirmable
Choose Contact Method: Phone, SMS, or Email (note: you can choose one or up to three)
Choose When to send message: increment of time in days, hours, or mins
Click on Advanced Settings
If Days is selected as an interval, select either Calendar Days or Business Days as the Day Type
Do not send when closed: Toggle this on if you do not want to send messages outside of office hours
Send reminders at a set time: Toggle this on if you want to send reminders at a set time (ex. same-day reminder to go out at 9 am) vs the reminder going out at the same time as the appointment (ex. 7day reminder to go out at the same time as the 12:30 pm appointment)
Time to send reminders: If Send reminders at a set time is toggled on, you will need to select a specific time.
Do not send reminders before: Toggle this on for touchpoints like the 2hr same-day where you do not want a reminder to go out earlier than a specific time
Once all settings are completed, you can preview your message
Choose the type of message you want to edit
Choose between single and family message types to edit
Click on the message to edit the verbiage, add tags or emojis
Note: The insert tag "C" for confirming messages should not be replaced by any other value. Donna is currently only able to read the letter C to confirm appointments.
Select Save once complete
To create a new Virtual Waiting Room message:
Go to Account Settings > Donna > Virtual Waiting Room
Click on the first greyed VWR reminder
Toggle the reminder to ON
The following customizable settings are now available:
When to send message: Select an interval of time (eg. 2 hours)
Click on Advanced Settings
Send reminders at a set time: Toggle this on if you want to send reminders at a set time (ex. same-day reminder to go out at 9 am) vs the reminder going out at the same time as the appointment (ex. 7day reminder to go out at the same time as the 12:30 pm appointment)
Time to send reminders: If Send reminders at a set time are toggled on, you will need to select a specific time.
Do not send reminders before: Toggle this on for touchpoints like the 2hr same-day where you do not want a reminder to go out earlier than a specific time
Once all settings are completed, you can preview and/or edit the verbiage, add tags or emojis
Select Save once complete
To update an existing message:
Go to Account Settings > Donna > Reminders or Virtual Waiting Room
Select the message you want to update
Update settings as required and press Save