The autoresponder feature allows offices to automatically send an SMS response when a patient sends a text message to the office. This could be a custom response to any received message or a deliberate automated response for when the office is closed. For example, you could use a template saying, "We've received your message and will be in touch soon. We look forward to serving you."

You can create auto-responder messages by starting from scratch or by duplicating an existing auto-responder message. Many offices use the duplication method to make slight changes instead of building a new one from the ground up.

Select “+ New Message” on the top right of the Auto-Responder Messages page to create a new automated response. Then, follow the instructions listed in the “Customize Message” section of this article to finish building your Auto-Responder message.

To duplicate an existing Auto-Responder, select the Copy Icon in the actions column of the Auto-Responder.

Then, make the desired changes to the Auto-Responder if any, and click the floppy disc Icon to save the new Auto-Responder.

Tip: Refer to the “Customize Message” section of this article if you need guidance on how to make changes to an existing message.

Creating or duplicating an Auto-responder is a breeze. Simply compose the auto-responder message, enable it for your intended purpose, and save it. Here is a quick rundown of every setting and feature ​​to get the most out of the Auto-Responder.

To access the message composer, you can copy or create a new message. On the left side of the screen, compose the auto responder you wish to send to patients. Many offices include additional information, such as office hours or contact details in this message.

Here are some sample messages you can use to create your Auto-responder message:

To edit an auto-responder message, select the pencil (edit) Icon of an existing auto-responder message, make your desired changes, and use the floppy disc icon to save your auto-responder.

Enable the message by selecting the status dropdown.

This setting refers to the data included in the “Office Hours” page, which determines when the office is closed. Learn more about Office Hours settings here.

After creating or editing your Auto-Responder, select the floppy disc icon under the actions column to save your message.

Select the Trash Icon on the “Actions” column to delete an automated response.

Alternatively, you can delete an Auto-responder while creating/editing it.

Currently, you can't customize the Auto-Responder's hours directly. Instead, it uses the "Office Hours" settings.

If Your office is a SKED Basic office,

You can update the hours to whatever you would like on the Office Hours tab because those hours are not posted in the app.

For example, suppose office hours are 8:00 to 5:00. Still, staff are present from 7:30 to 5:15. In that case, a staff member might message a patient at 7:41. This could be a confusing experience if the patient responds before 8:00 and receives an Auto-Responder message telling them they'll hear back from the office during business hours, even though they just received a message from the office.

The office might choose to edit their office hours in the SKED admin to 7:30-5:00 to reduce the likelihood of sending a confusing Auto-Responder message.

For Standard or Pro offices: we wouldn't recommend changing office hours because they do show in the app.

Ensure the Auto-Responder is enabled and check the "Office Hours" settings to confirm they match the intended schedule. Also, verify that there are no conflicts with other active Auto-Responder messages.

To test an Auto-Responder, enable the message and send a test text when the office is closed or if it's enabled, you should get a response immediately during office hours.

There are two options. If “Enabled When Office Is Closed” is selected, then SKED will look at the hours set in Settings > Office Hours. If “Enabled” is selected, it will send to anyone to send a message to your number.

The most common reason is for holidays, doctor/office training or special closures when the office is closed but usually open.

There is no way to customize them now, but you can change your Office Hours to what you would like for basic offices or offices that do not utilize the SKED App. For offices that use the app, we wouldn’t recommend changing them because they are posted in the app for your patients' use.

Absolutely! Please click here for some templates available for you to customize and use.

Click the pencil icon under Actions.

Yes! Click the papers icon under Actions.

Change the status to “Disabled” and click the Save icon.

Unfortunately, this is not currently possible with the Appointment Reports function but you can use the No Future Appointments reactivation message to see who has recently gotten notified that they do not have an appointment.