All messages sent via Automated Care Messaging can target contacts in one of three ways:
Bulk sends to all residents or staff,
Targeted sends via advanced filter options,
Directly to any individual(s) selected by name
Search and Send by Contact
To search for one or more specific contacts:
Open a template and select a facility
Select To > Recipient Filters > Recipient Type
Under the filter options, select Resident Contacts (Search by Resident Name)
This will open a search bar where you can begin typing a name
Click on the appropriate name displayed
Add more names by clearing the search and starting with a new name
Remove one contact by clicking the “x” beside the name, or clear all contacts by clicking the large grey “x” beside the search bar
Select Apply once appropriate contacts have been selected, and you will see a preview in the To section
NOTE: Advanced search can be used to create further filters such as unit name, resident status or resident ID. The default resident status is set to “current”.
NOTE: You will need to be an Organization or Facility Administrator to use this feature.
Manage Contact Consent
There may be an occasion for sharing personal information requiring consent.
The default consent when one contact is selected assumes consent is required. The individual will receive two messages if consent has not been previously provided. The first message will request consent from the contact to share personal information via the preferred communication channel. Only if consent is provided will the follow-up/main message then be delivered.
To manually set, or override the default consent options per message:
Open a template and choose your facility and recipients as normal
Select Message Options
Under the Override Default Consent Mode select the correct consent mode
NOTE: Unless privileges have been updated in User Management, only an Organization Administrator can override this feature. The default setting is "Require consent if sending to one resident."
To check the consent settings for individual residents, navigate to:
Main Menu ☰ > Resident Directory
Type the resident name into the search bar
Click on the resident's name
Each resident contact will be listed separately. Their consent setting for text, email and phone will be listed.
NOTE: A default consent request message is provided in ACM, and is configurable to suit the needs of the facility. To configure the default consent message and settings:
Navigate to Main Menu ☰ > Settings > Organizational
Scroll down to Consent Settings and select the correct consent behaviour
Understanding Consent Mode Codes in Reports
Two codes that can appear under the "Result" column that you might not have seen before are:
Deferred: the message has a condition that has yet to be met (i.e. blackout period, outages, and needing consent).
Tasked: the message is waiting to be processed and will be sent shortly.
Three codes that can appear in the "Consent Status" column that you might not have seen before are.
Consented
Refused
N/A: a consent response (either yes or no) has yet to be received.