Reminder Types – Creating and Editing

Reminder Types Contain the Content of Your Reminders

A Reminder Type can be a Call, Text, or Email. You can have as many Reminder Types as you like – there is no limit. You will define the content of your Reminders on the “Reminder Types” page. To get to the “Reminder Types” page, ensure that you are logged into your account. Then find either the “MY COMPANY” box in the upper right hand corner or the “Account Navigation” link. Click on either of these to show the page drop-down list. Then click on “Reminder Types”.

This tutorial will explain how to set up Call, Text, and Email “Reminder Types.

When you create your company, Three Default Reminder Types are automatically added, one for each Outreach Method (Calls, Texts, and Emails). You can Delete, Edit, or keep these Three Reminder Types.

You can add as many Reminder Types as you want! There is no limit and no charge for additional Reminder Types.
You may choose to keep it simple and Just have Three Reminder Types, one for each Outreach Method (Call, Text & Email).
This is a basic set up. However, you may also choose to add additional Reminder Types to tailor your reminder messages even further.
For example if you run a Medical Office, you may have Three Reminder Types to remind people for a Checkup. One for each Outreach Method (so they will be reminded in their preferred Outreach Method (Calls, Texts, or Emails).
In addition, you may choose to set up an additional Three Reminder Types to remind people for Examinations where fasting or other requirements are necessary.

When you go to the Reminder Types page, you will be presented with the Screen Below.

reminder types

  • Rem Type ID: This is the Unique “Reminder Type ID” that you may use in your import files or calendars to trigger a specific Reminder Type.
  • Description: This is the Name that you choose to call your Reminder Type. “Sun Prairie Dental Demo Reminder Call” is a good name because it tells you that its a “Reminder” and a “Call”.
  • Text/Email/Call: This is the Outreach Method of the Reminder Type
  • Action: Edit, Delete, or Clone your Reminder Type

How to Create a New Reminder Type

When you click on “Create New Reminder Type”, you will see the Screen Below.

create reminder type

  • Reminder Type Description: This is the Name that you choose to call your Reminder Type. “Sun Prairie Dental Demo Reminder Call” is a good name because it tells you that its a “Reminder” and a “Call”.
  • Reminder Outreach Type: Choose whether this will be a Call, Text, or Email Reminder
  • Default Reminder: Select “Yes” if this is the Reminder Type you want to use if the Customer does not have a default Outreach Method chosen and it is not specified in either the Import File or Calendar.
  • This reminder should go out… This is simply the acceptable time frame to send the reminder. This does not mean the reminder will be sent multiple times. To do that you will need to set up Triggers.  This time frame just indicates a window of when it is acceptable to send the reminder.
    • BEFORE appt date ONLY (Default) : Will start trying to send x days before the appointment date and will stop before the appointment date.
    • BEFORE and ON appt date : Will start trying to send on x days before the appointment date and will continue through the end of the appointment date.
    • ON appt date ONLY : Will start trying to send on the appointment date and will continue through the end of the appointment date.
    • ON and AFTER appt date : Will start trying to send on the appointment date and will continue through x days after the appointment date.
    • AFTER appt date ONLY : Will start trying to send after the appointment date and will continue through x days after the appointment date.
    • BEFORE, ON, and AFTER appt date : Will start trying to send x days before the appointment date and will continue through x days after the appointment date.

    Typically all of your reminders will be sent on the first available date. However, with call reminders we will try several times to reach your party and this may continue over a few days. It also may take longer if you run a large campaign of reminders.

  • Expect Response to Question:
    Select “Yes” if you require that the Reminder Recipient respond to the Reminder (You can choose between 1 and 3 expected responses).
    Select “No” if you want this reminder to be purely informational and do not require a response.
    If you Select “Yes” then you will need to provide the Expected Responses. You can choose between one and three.
    These will show up as the “Response” in your Reminder Results Report.
    Also when you edit the details of this Reminder Type, you will be able to add a custom message for each Response.
    In other words, if its a call you may want to play a message that says “Thank you, your appointment has been confirmed” if the caller presses “1”.
    If the Outreach Method is Email and the Recipient presses a button that says “Cancel”, it will take them to a page and show them a tailored message such as “Thank you, your dental appointment has been cancelled”.
    Last but not least, if the Outreach Method is “Text” then you can ask the Recipient to respond to the text.
    If they respond with “reschedule” for example, a tailored message will be texted back to them and may say something like “Thank you, someone will contact you to reschedule your appointment.

    • If the Outreach Method for this Reminder Type is “Call” then you will choose what each “KeyPress” means. For example you may choose that Keypad Press 1 means “Confirm”, Keypad Press 2 means “Cancel”, and Keypad Press 3 means “Reschedule”.
    • If the Outreach Method for this Reminder Type is “Email” then you will choose what each “Button Press” means. The Recipient will be presented with Buttons that they can select from in the Email.
    • If the Outreach Method for this Reminder Type is “Text” then you will choose what each “Text Response” means. The Recipient will be allowed to respond to the text with up to three selections.

    *Confirm, Cancel, and Reschedule are just examples. You can add any responses that you like.

  • Use Default Caller ID: Check this box to allow this reminder type to use your default Caller ID (If you have set one up).
    If you uncheck this box then you can choose which Caller ID to associate with this Reminder Type.
    *Please note the following: Your Caller IDs must verified before you can use them. If you select an unverified Caller ID it will not be used. If you have “Use Default Caller ID” selected but have not chosen a default Caller ID, it will not be used.

Once you are done press the “Create” button. This will take you back to the Reminder Types list.

Follow the next steps to Edit (add content) to your Reminder Type.

When you click on the Pencil from the Action Column of the Reminder Types list, you will be presented with the following screen.
edit reminder types

This is the screen which allows you to build your Reminder Type.
You will build your Reminder Type with a series of prompts (or rows).

If this is a Reminder Type which is a call, you will be allowed to build your Reminder Type using either Voicefiles or Text Blocks (Text to Speech). You must create the Text Blocks and/or Voicefiles before you build your reminder type or use the “Quick Add” button – info below. See our documentation on Creating Voicefiles or Text Blocks for more information.

Once you have created all of the necessary Voicefiles or Text Blocks, you are ready to build your Reminder Type.

  • Message Area:
    • If the Outreach Method for this Reminder Type is “Call” then you can select from the following:
      • Machine Only: Only play this message if an Answering Machine answers the call.
      • Person Only: Only play this message if a Person Answers the call.
      • Person or Machine: Play this message if a Person or a Machine answers the call.
      • Response to 1: Play this message if the Person presses a “1” on the telephone keypad. *Only applicable if you are expecting a response to this Reminder Type.
      • Response to 2: Play this message if the Person presses a “2” on the telephone keypad. *Only applicable if you are expecting a response to this Reminder Type.
      • Response to 3: Play this message if the Person presses a “3” on the telephone keypad. *Only applicable if you are expecting a response to this Reminder Type.

      If the Outreach Method for this Reminder Type is “Text Message” then you can select from the following:

      • Message Content: Add this message to the Text Message content.
      • Response to 1: Send a Text Message with this message if the person texts back with the First Expected Response (response word is in the reply text). *Only applicable if you are expecting a response to this Reminder Type.
      • Response to 2: Send a Text Message with this message if the person texts back with the Second Expected Response (response word is in the reply text). *Only applicable if you are expecting a response to this Reminder Type.
      • Response to 3: Send a Text Message with this message if the person texts back with the Third Expected Response (response word is in the reply text). *Only applicable if you are expecting a response to this Reminder Type.

      If the Outreach Method for this Reminder Type is “Email” then you can select from the following:

      • Message Content: Add this message to the Email content.
      • Response to 1: Display this message if the person presses the Button 1.
      • Response to 2: Display this message if the person presses the Button 2.
      • Response to 3: Display this message if the person presses the Button 3.
  • Message Type: Some Message Types are only available with certain Outreach Methods (Call, Text or Email):
    • Custom Voicefile: This is a Voicefile that you have either recorded or that you have had our In-House Voice Talent Record for you. *Calls only
    • Dynamic Field: Choose from Appointment Date, Appointment Time, Company Name, Company Phone Number, Customer First & Last Name.
    • Stock Voicefile: You can select from our library of pre-recorded Professional Voicefiles. *Calls Only
    • Text Block: Select from Text Blocks that you have either created or are Stock.
    • Line Break: Adds a line break to your Email Message. *Email only
  • File Selected: After you select the Message Type, you can Select the File from this list.
  • File Text/Content: Displays the Content of the File Selected.

Additional Controls You can use the controls on the left side of the table to do the following:

  • Add a Row Below
  • Delete the Current Row
  • Move rows up or down

You can have a maximum of 20 Rows in your Reminder Type.

Quick Add You can use the quick add buttons to add a new Text Block or Voice file without having to leave the page
QUICK ADD

Test this Reminder Type on Save: It is always a good idea to test your Reminder Type to make sure it functions the way you want it to.
Check this box if you want the system to Send this Reminder Type to you when you press the “Save Changes” button.

IMPORTANT THINGS TO CHECK!!!

  • Make certain that if you are prompting for a response, that the number and value of responses (ie “Confirm”, Cancel”, etc…) matches.
    In other words if you have a voice file that says “Please press 1 to confirm, or 2 to cancel.” make sure that the values at the top of the page match.
  • Make sure you are adding your dynamic fields (ie ApptDate, ApptTime) if you want them to be part of the reminder.

One other thing!!!

We understand that this can be incredibly confusing and if you ever need help setting up your Reminder Types or anything else, we are happy to help you with it. Just click here to contact us!

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