In a patient's two-way texting window, you may notice text blocks appearing in different colors - yellow and blue. But what do these colors signify? Let's dive into the details.

Accessing the Two-Way Texting Window

To access a patient's two-way texting window, begin by pulling up the patient's snapshot. Then, click on the cell phone number displayed in blue text.

Yellow Text: Automated/Recognized Sequence

Yellow text indicates that the text chain is following an automated or recognized sequence of events, which will trigger automated actions within ChiroHD.
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Yellow Text - Scenario #1: Confirmation

For instance, when a patient receives an appointment reminder and responds with a confirmation ("Yes"), ChiroHD automatically sends a confirmation text back and adds a thumbs-up icon to the appointment on the calendar. The office isn't notified of the patient's text, as it's a recognized confirmation word. The thumbs up icon is the automated action.
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If you open the patient's two-way texting window, you will have to click on "Show System Messages" to see this recognized sequence that triggered an automated action.

Yellow Text - Scenario #2: Cancellation

Similarly, if a patient responds with a cancellation ("No") to an appointment reminder, ChiroHD automatically sends a notification to the office and marks an "x" icon on the appointment on the calendar. Again, the office isn't directly notified, but the appointment status is updated accordingly.

By design the appointment will stay visible on that calendar so that the office can call or text the patient to try and get them scheduled for a new appointment. At that point the office is responsible for either marking the appointment (via the drop-down arrow on the appointment) as cancelled or rescheduled. If ChiroHD just simply removed the appointment from the calendar, the office would not have any insight that a patient cancelled. The "x" icon on the appointment is the automated action.

If you open the patient's two-way texting window, you will have to click on "Show System Messages" to see this recognized sequence that triggered an automated action.

Blue Text: Non-Automated/Unrecognized Sequence

Conversely, blue text indicates that the text chain does NOT follow an automated or recognized sequence of events.

Blue Text - Scenario #1: Custom Response

For example, if a patient responds to an appointment reminder with a custom message ("Yes, but I will be 5 minutes late"), ChiroHD marks this conversation as open because the text doesn't match any recognized patterns. The office receives the text as a notification and must respond manually. It's crucial for the office to mark the conversation as completed once they've finished responding to maintain automated actions.
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Understanding these color codes can help streamline communication workflows and ensure efficient handling of patient interactions within ChiroHD's two-way texting feature.

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Recognized Text Responses for Appointments Reminders:

Please be informed that we don't provide the option for networks or locations to customize their own recognized responses. However, we have predefined sets of responses that the system recognizes:

YES_RESPONSES
•yes
•yeah
•ok
•sure
•confirm
•yup
•si
•sí
•sip
•confirmar
•thanks
•thanks!
•listo
•listo gracias
•gracias'
•gracias
•👍

NO_RESPONSES
•no
•nope
•cancel
•👎
•cancelar

ARRIVE_RESPONSES
•here
•arrived
•aquí'
•aqui
•aquí
•aqui
•llegue
•llegué
•llegue
•llegué