SUMMARY

In this release, we’ve focused on improving the customer experience by …

  • Sending Automated Review Invites from the office number (instead of short code).
  • Allowing the filter panel to be collapsed on the Appointment Calendar in the new experience.
  • Providing a way to open Conversations on the side navigation.
  • Adding a customizable $CANCEL$ token for Appointment Reminder emails.
  • Making the default reminder template selection the mobile-friendly version.
  • Fixing a bug where Location Hub users couldn’t download completed Intake forms in SR Conversations.
  • Correcting a bug where Location Hub users were unable to run the Message Effectiveness report.
  • Improving security and enhancing the backend.

SR UPDATES

SRRE: Send Review Invites From Office Number (instead of short code)

Why? 

  • Previously, Review Invitations sent automatically and via the Action List were sent by shortcode instead of through the office phone number. We want to give patients the same consistent experience of receiving all SMS messages from their practice’s phone number to help reduce concerns of patients thinking that the message is spam. This also improves the SR opt-out system because we know the office number the patient wants to opt-out from, so we are able to only opt-out the patient number from that specific office number and not the system as a whole.

What you need to know:

  • If the client has Conversations, we route ALL Review Invitations through the office’s provisioned number aka 10-Digit Long Codes (10DLC).
  • If the client doesn’t have Conversations it will still deliver the message via the
    shortcode.
  • The ways of sending Review Invitations include:
    • Action List
    • Automated Review Invitations
    • Conversations
  • We also fixed a typo on the Thank You page after completing a post-appointment survey changing the word “our” to “your” on the line that says, “…or by sharing a copy of your survey review online.”

Appointments Calendar: Collapse Calendar Panel

Why? 

  • As we continue to add more features and functionality to the Appointment Calendar in the new experience, we want to provide enough space for the data so that it is more easily consumed, resulting in a better user experience.

What you need to know:

  • We added the ability to collapse the calendar panel
    • Click on the <| icon to collapse or the |> icon to expand the window:
  • The active date(s) will be shown:
    • If multiple days are selected, the date range is shown.
    • If clicked on, the side panel is expanded.
  • A filter icon is displayed:
    • The filters are applied the number of filters will be shown.
    • If clicked on, the side panel is expanded.
  • The filters and selections are now in alphabetical order.

Conversations: Add the Open SR Conversations button to the menu navigation

Why? 

  • We want users to have the ability to quickly and easily open their Conversations experience from anywhere within the platform.

What you need to know:

  • We added an Open SR Conversations icon to the Conversations navigation bar:
    • There is a hover state of “Open SR Conversations” on the icon.
    • Clicking on the icon in the navigation opens Conversations in a new tab.
    • We do not show the icon unless they have an active Conversations provision.
  • Added “SR” back to the Navigation name.
  • Added “SR” back to the Conversations page header.

Appointment Reminders: Custom Cancel Token for Emails

Why? 

  • Our appointment reminder email cancel token includes the sentence, “If you need to cancel or reschedule your appointment, please click here” which causes confusion for patients that speak anything other than English. For practices that are using the cancel option in emails and also providing reminders in other languages, they wanted the ability to customize the cancel message so that patients are able to take action if they are needing to cancel or reschedule. It also allows clients to customize the message to include cancel charges or other policies if desired.

What you need to know:

  • The token is called $CANCEL_CUSTOM$ .
  • This token is available for email appointment reminders only.
  • The text before the hyperlink is customizable.
  • The hyperlink text is also customizable.
  • When editing the text of the token, make sure you don’t edit inside the < >.
    • <a href=”$CANCEL_URL$”> and </a> should not be edited.

OTHER HIGHLIGHTS

  • Appointment Reminders: Change all default templates to mobile-friendly version
    • Updating the default layout for Appointment Reminders to the mobile-friendly version to improve the user experience for both the provider and patient.
  • Cannot download completed Intake forms from conversation threads as Location Hub user 
    • We fixed a bug where users accessing the multi-location conversations view could not download completed intake forms from message threads.
  • Location Hub: Message Effectiveness Report fails to complete
    • We Fixed an issue where users received a “Report Run Failed”  error message when trying to run the Message Effectiveness Report.
  • Upgrades to database processing and hardware
    • These updates improve site and message performance.