Once we walk through your Follow Up settings, I think you're going to be very happy on the other side when you see how fast and easy this is going to be!
First, make sure that you've set up Appointment Status Normalization (follow up will not work if you don't!).
Once that is taken care of, click Settings >> Ava's Communication >> Ava's Followup
Across the top you'll see a tab for each follow-up category: New Lead, No Show, Recall, Pending, (and Misc).
Click on any category to view the message sequences and settings.
Treatment Statuses
On the right-hand side, you will see a list of Tx Statuses that are pulled directly from your Practice Management System.
Choose every treatment status from that list that could be applied to patients who fall under the category you are currently setting up:
When you select statuses, they will be highlighted and moved to the top of the list for that category.
If a treatment status is greyed out, that means it's in use for another follow-up category.
Note: In order to be suggested for follow up, patients need to meet all requirements of each category (including the right Tx-status).
Once you've selected at least 1 treatment status, go back to your Automations page - you'll see patients in the Team Decision bucket!
Click the button below to move on to the next step and learn how to put patients into follow up, or continue reading to learn how to view and edit follow up messages!
Viewing and Editing your Automated Sequences
Once you've picked the statuses you'd like me to recognize, you'll probably want to check out the actual messages I'll be sending when you put a patient into follow up!
You'll see two options: "Add New Sequence" and "Default [Pending]" - each category has a default sequence.
Before clicking into it, let's go over the two different toggles on both sides.
The toggle on the left allows you to turn the sequence on and off, giving you the ability to inactivate the sequence and disallow its use at any time.
If a patient is in the middle of that sequence when you toggle it off, they will not get any other messages until you turn it back on again.
On the right, you have the "Do not auto stop" toggle. Here is how it works:
Off - Sequence automatically stops if a patient replies to a message, as well as if a patient schedules an appointment during the sequence.
On - Sequence keeps going regardless of patients scheduling an appointment or replying to a message. The only way to stop it is by manually removing the patient from follow-up.
When you open the default message sequence (or open custom sequences your office creates), these are the components that you can edit:
Add Content - Click on this button to add another step into the sequence. You can choose to add an Email, Text Message, or Call notification
Day Delay - For each message/call notification, you choose the delay between the day you put the patient into the sequence and when that message or call notification to the team is sent.
Time - For Texts and Emails, you can choose the time of day that the message is sent out (In your local timezone).
Message Content - Edit the wording of any message in a sequence.
Drag & Drop - These are merge fields that you can add to the sequence by dragging and dropping them in. When added in, the content that is filled in will be specific to each patient based on the information that I find in your Practice Management System.
Language - We have a Default English and Spanish sequence built out for each category. Click the language toggle to view the Spanish variant.
Adult vs. Child - In many cases, I will be reaching out to a responsible party rather than the patient. You can find the content of those messages by clicking on Child. Make sure any edits you make are applied to both the Adult AND Child sequences!