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Kareo Help Center

Appointment Update Messages

Updated: 08/05/2021
Views: 685

Appointment Update Messages are part of the Patient Communications feature. This message is set to automatically text and email patients when an appointment is rescheduled, canceled, or modified.

In order for a patient to receive patient communications:

  • Automated patient communication preferences must be set on the Profile tab of the patient's Demographics page.
  • An email address and mobile phone number must be entered on the Profile tab of the patient's Demographics page.

Access Appointment Update Message

  1. Hover over the Platform icon and click on Patient Communications. The Patient Communications page opens.
  2. Click the drop-down arrow to select the provider these settings apply to.
  3. Click the Appointment Update Message card. The Appointment Update Messages page opens.
Platform_PatientComm_ApptUpdate.png

Configure Appointment Update Messages

  1. To disable this reminder, click Turn off.
  2. If desired, tailor the Office Email or Office Text specifically to the practice. Kareo Telehealth subscribers can also tailor the Telehealth Email or Telehealth Text to customize the patient experience.
    Note: Patient Communication Customization is only available for Engage Subscribers.
  3. Click Save when finished.
Platform_ApptUpdate_Configure.png

Customize Office Email

  1. If applicable, click Office Email. The Email Customization displays.
  2. Edit the Top Text and/or Bottom Text message. The new message displays in the email preview.
    • Use a macro to insert the patient name, provider name, service location phone number, or option to send a message in the desired place.
    • To preview the message for a specific service location, click the Preview for Service Location drop-down and select the service location.
    • To restore the default message, click Reset. Then, click OK on the confirmation pop-up window.
  3. Click Save when finished or customize the Office Text reminder.
Platform_ApptUpdate_OfficeEmail.png

Customize Office Text

  1. Click Office Text. The Text Customization displays.
  2. Enter an additional message (144 characters max) to send with the appointment reminder. The message displays in the text preview.
    • To preview the message for a specific service location, click the Preview for Service Location drop-down and select the service location.
    • To remove the custom text, click Reset. Then, click OK on the confirmation pop-up window.
  3. Click Save when finished or if applicable, customize the Telehealth Email and Telehealth Text.
Platform_ApptUpdate_OfficeText.png

Customize Telehealth Email

  1. If applicable, click Office Email. The Email Customization displays.
  2. Edit the Top Text and/or Bottom Text message. The new message displays in the email preview.
    • Use a macro to insert the patient name, provider name, link to the video visit, or option to send a message in the desired place.
    • To exclude the link to the telehealth video visit for this appointment reminder, remove the "telehealth_link" macro from the Top Text.
    • To preview the message for a specific service location, click the Preview for Service Location drop-down and select the service location.
    • To restore the default message, click Reset. Then, click OK on the confirmation pop-up window.
  3. Click Save when finished or customize the Telehealth Text reminder.
Platform_ApptUpdate_THEmail.png

Customize Telehealth Text

  1. Click Telehealth Text. The Text Customization displays.
  2. Enter an additional message (144 characters max) to send with the appointment reminder. The message displays in the text preview.
    • To preview the message for a specific service location, click the Preview for Service Location drop-down and select the service location.
    • To remove the custom text, click Reset. Then, click OK on the confirmation pop-up window.
  3. Click Save when finished.
Platform_ApptUpdate_THText.png