Got questions? View the FAQ’s section at the bottom of this article!

Smart replies are a type of Automated Message. This article only covers the unique conditions for the activation of Smart replies- For information on creating, customizing, and troubleshooting Automated Messages (Including Smart Replies), refer to the Automated Messages Master Article.

Smart replies allow offices to send helpful information or resources to clients without needing manual input from the front desk or staff. Whenever a patient contacts the office messaging number with a Keyword, they’ll receive a prepared link to the content the patient is looking for. This article will teach you how to set up your Smart reply system to streamline the delivery of information to your clients, leading to a more convenient experience for both your office and patients.

Tip: A good smart reply would be made for a subject the doctor has to regularly explain or provide clarity about to several patients.

Access the Smart Reply Messages Page by clicking the “Automated Messages > Smart Reply” tab on the blue sidebar.

Edit the settings of a smart reply by navigating to Smart Reply Message Page → Single Smart Reply message → Click the Edit button.

Edit the Smart Reply title if you want to rename your Smart Reply.

Keywords link to the smart reply’s topic. For example, a provider who does adjustments can create a smart reply triggered by the keywords "Adjustments" or "Adj." Patients who text/email these keywords to the office messaging number would receive resources related to adjustments that would normally have been provided by the front desk. Providers can also create smart replies for general office information or other specific topics like stretches or appointment types.

Note: Keywords must be in a standalone text message. For instance, "Tell me about adjustments" won't trigger the reply, but "Adjustments" would.

To create a smart reply, type a keyword and click add. You can add multiple keywords to trigger the same reply.

The most common reasons Smart Reply messages do not send is because the keyword wasn’t sent by itself (“What is your address” instead of “Address”), the attachments are too large, and/or tiny/small URLs are used.

No. You’ll only need to add the word once with any type of capitalization, and it will deploy when that word is sent to your messaging phone number.

This is normally because Smart Reply keywords are not case-sensitive, and if you have more than one of the same keywords, the message will deploy multiple times. For example, a message set up with “review,” “Review,” and “REVIEW” would deploy three times.

We have plenty of ideas on how to utilize Smart Replies in a recent webinar we did. Please click here to watch it.

Absolutely!