Text Confirmation - No Response Auto Reply
Can this auto reply be changed?
You didn't choose an option. Your appointment is still confirmed. Please call front desk for any change."
When patients fail to respond they get this message. After the first non response with resultant "confirmed" status they have no incentive to confirm in the future.
When we send a follow up text using an outside messaging service (unable to send individual SMS messages within ChARM platform) to get actual confirmation or make a decision to cancel - patients are confused as they believe the appointment is "still confirmed." It can't be "still confirmed" if it wasn't confirmed to begin with.
The only other option appears to be to disable the option "Enable
patients to reply to Appointment Reminder SMS to CONFIRM/CANCEL/RESCHEDULE". This doesn't give us an idea of who we need to follow up with.
Would it be possible for the auto reply to say "
You didn't choose an option. Your appointment is pending cancellation. Our office will be in contact soon." Or "
You didn't choose an option. Your appointment is cancelled."
Anyone using text confirmation & run into the same issue? Any work around suggestions are appreciated.