How to: Create Reminders Script Templates

What is Updox Reminders?

Reminders is an appointment reminder solution that you can personalize to easily engage with patients and make sure they get the information they need and help ensure they keep their appointment.

This two-way messaging solution allows you to remind patients about upcoming appointments via text message, phone call or email, and allows patients to respond by confirming or cancelling the appointment directly from the message.

What are Reminders Script Templates?

The script of a reminder is what your message will say to patients to remind them of  an upcoming appointment. Script templates allow you to personalize your messages and the information you want your patients to know about their upcoming appointments.

What do I need to do first?

Before you begin creating script templates, take the following items into consideration:

Use the prebuilt script library

For your convenience, a prebuilt library of scripts is available, with scripts available in both English and Spanish. This provides an easy way to get started. These scripts can be used as is or you can save a copy and customize to your needs.

 Consider Appointment Types

TIP: If you’d like to use different scripts for different appointment types, create new scripts and make them specific to each of your appointment types.

NOTE: Depending on your EHR, your appointment types may be synced as part of the Updox integration. Appointment types are discussed in the “How to: Use Scheduling Configurations to  Customize Reminders” video you will find in the Updox Learning Center.

Gather Contact Information

The outreach of Reminders is only as good as the information in your system so make sure to gather phone numbers, including cell phone numbers, and email addresses for your patients.

 How do I set up Script Templates?

Follow these step-by-step instructions:

Step 1:

From the Inbox, go to Menu.

Step 2:

Select Admin.

Step 3:

Select Reminders

Step 4:

You will land on the Rules tab.

Step 5:

Select the Scripts tab at the top of the screen.

Step 6:

The library of scripts will be displayed and arranged by delivery method. Scroll to see the complete list of:

  1. Phone (computer and human voice)
  2. Email
  3. Text

Step 7:

The current default script for each method is displayed with an icon.

Step 8:

To edit a prebuilt library script, select it from the list. A new window will open with the prebuilt message.

Step 9:

Within the displayed message, some words will appear inside of brackets. These are called variables.

NOTE: Variables will display actual data in the reminder message when it is sent. For example,  your message will say “Bill” in place of the “[firstname]”.

  • The complete list of variables is displayed in this screen.
  • Rename this script with a new name so that it appears in your library of scripts

Step 10:

If desired, you can also add a Spanish version of the script. Click the “Add Spanish Version” button below any script, and a window will appear, allowing you to add a Spanish version.

Step 11:

Updox does not translate your scripts into Spanish. While we have Spanish versions of our Library scripts in place, you will need to enter your custom scripts already translated.

 NOTE: Variables function the same in Spanish versions as English, so be sure to include them as needed.

Step 12:

Each method (phone, email, text) is required to have a script designated as the default. To set a script as the default, check the box.

NOTE: The default script will always be used for reminders that are not specific to an appointment type. Scripts based on appointment type override the “Default” script. 

Step 13:

Preview your changes by selecting the “Preview” button.

Step 14:

Your message will be displayed exactly as it will appear when your patient receives the message.

Notice how the variables have been replaced with actual data.

Step 15:

To edit an existing script, click the “Make A Copy” button. A copy will be made, which will allow you to make edits.

Step 16:

Your script will now appear in the script library, allowing you to make edits and save them.

How Do I Set Up New Script Templates?

The process for setting up new Script Templates is the same.

Step 1:

Navigate to the library of scripts page by following Steps 1-6 above.

Step 2:

Instead of selecting an existing script, select “New” at the bottom of the Scripts tab

Step 3:

Choose what kind of script you want to create.

Step 4:

A blank screen will appear to create your script template.

Make sure to include:

  1. A Script Name
  2. Text for the script
  3. Variables if applicable
  4. A Spanish version, if desired

TIP: If you choose to customize your scripts based on appointment type, you will select “New” to create scripts. Prebuilt library scripts are not based on appointment types.