What types of Auto-Response messages can be set-up in Rhinogram?
There are two types of Auto-Response messages that can be set-up in Rhinogram.
1) After Hours Auto-Response messages (by channel or by member)
2) Appointment Reminder Codified Confirm/Cancel Auto-Response message
How does a Member create an After Hours Auto-Responder in a Channel?
To set an auto-response, a Member needs to also have the Admin Role.
1. Go to the gear icon for Settings->Channels.
2. Select the Channel that needs to be edited.
3. Select 'Edit Channel' and scroll to 'Availability Hours'. Make sure to toggle it on.
4. Select the days and times for the Channel. Channel Availability hours can be set in 15 minute increments.
5. Set the desired Auto Response Message, and 'Save Profile'
Does an organization have to create a new Auto-Responder for each Channel?
This is completely up to the organization and Admin Members. An organization has complete control to make that decision. Follow the steps above as needed.
How many Auto-Responses can a Contact receive?
A contact will only receive one auto-response per 24 hours. This is not channel specific.
Example: If an organization has 2 phone numbers, or channels, and a contact sends a text to both numbers outside of the set business hours, they will only receive the auto-response from the first number they texted. This rule also applies to Facebook Channel and the Web Form.
Can a Member still respond to a Contact messages after hours?
Yes, a Member can respond to a patient's or prospects messages after hours. If a Member chooses to respond, it will turn off the auto responder for that patient. Meanwhile, if others are texting the organization they will still receive the auto responder.
Can a Member have an auto-responder on their personal availability for messages assigned?
Yes, the Member will select their initials or photo in the upper right hand corner, and then under 'My Settings' select Profile.
Select the days and times for the Member. Availability hours can be set in 15 minute increments.
Set the desired Auto Response Message, and 'Save Profile'
How will a Member know if the contact received an auto-responder?
If a patient and/or prospect texts the practice number, outside set availability hours, they will receive the auto-response. The auto-responder is sent by 'RS' (for Rhinogram System) and viewable in the message thread.
How does a Member create an Appointment Reminder Codified Confirm/Cancel Auto-Response message?
To set an auto-response, a Member needs to also have the Admin Role and the organization must be integrated and using appointment reminders. (If you have questions about setting up appointment reminders for your organization, please reach out to success@rhinogram.com ).
Under Appointment Reminders, select a reminder campaign, then select edit message on the summary bar on the right. Scroll down and expand the Appointment Reminder messages. If the Codified Responses are selected (either or both Reply 1 to Confirm or Reply 2 to Cancel) this message will be displayed:
