Circumstance

Manual action required

If you manually create SMS Reminders, EXACT will always send the consequent SMS Replies to the Manage Replies List and to the SMS Replies Tab, for you to manually confirm who this is from, what it relates to, and what actions to take.

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Read the message, take appropriate action.

The SMS was received by the practice and has nothing to do with appointment reminders.

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Read the message, take appropriate action (such as contact the sender), then remove it from the list.

The reply comes from a mobile phone number that matches a patient record, but the reply does not contain a valid keyword.

Read the message, take appropriate action (such as contact the sender), then remove it from the list.

The reply contains a valid Confirmation keyword, but the appointment list option to add the reply to the Manage Replies list is ticked.

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If you have chosen the configuration option to have the appointment automatically confirmed in the appointment book, or for the patient to be sent a 'confirmation of receipt' message, no further action is required. Once the details have been checked, click the entry to delete it from the Manage Replies list.

The reply contains a valid 'cancellation' keyword, but the appointment list option to add the reply to the Manage Replies list is ticked.

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In this case, you may wish to contact the patient to make an alternative appointment booking.

The reply contains a valid keyword, but EXACT cannot match the reply to a particular patient record. This can happen if the number the text was sent from is different to one listed against the recipient, or if more than one patient has the same mobile number.

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Read the message, take appropriate action, then remove it from the list.