When are Client Notifications sent?

Notifications for Reminder Protocols and Appointments are generated and queued every morning at 8:00 AM (local time). If you deactivate a Reminder Protocol at 8:01 AM, the client notification will still be sent.

Start by navigating to your Profile icon (top right) > Administration > Clients (left panel). From here, select Client Notifications to start customizing your messages and reminders.

Things to consider before diving into using the feature:

From the Client Notifications page, click the Edit icon under the Actions column to start customizing any reminder or notification.

This will bring you to the edit screen of the chosen communication.

You can configure the channels (email, SMS, or push notification), the frequency (where applicable), and the text/content of the messages. Please note that channel customization is available only for certain types of notifications - others may have a fixed delivery method.

Notifications and Reminders can be sent via Email, SMS, or App (as a push notification).

Push notifications via the Pet Parent App can only be sent to pet parents with the app installed and push notifications enabled. When adding a new Appointment, you can see if the client has the App installed.

For client notifications that have reminders, you can modify the default reminders currently set to 1 day and 1 week before the event.

You can customize Email and SMS notifications.

For Email, both the subject and body can be edited.

For SMS, only the message body is customizable.

Push notifications cannot be customized.

Before making any changes, you can preview the default content for each customizable communication channel.

If you begin customizing a message but decide to go back to the original version, just click the Revert to original button. This will discard your changes and restore the default content.

You can add shortcodes to your reminders and notifications, to automatically populate your messages with information pulled from categories such as: Client, Patient, Clinic, Appointment and Record.

We have included some options to customize the content you will be sending via email.

These options are

Your clinic might have a significant number of clients that have a different native language. Digitail supports communication customization in multiple languages.

Prerequisite: set up additional (optional) languages for your clinic from Profile (top right image) > Administration > Clinic > Clinic Profile > Preferences > Languages (if you have not, learn here how).

Then, on the Client Notifications page, when editing a client communication, you'll see the languages you've added appear as separate tabs above the channel settings.

Each language tab has the same behavior as the "main" (first) language tab.

You can edit the default text for both email and sms channels. As a result, your clients will receive your communications in a language that is familiar to them.

These are the messages that are automatically sent to the client for specific appointment actions.

This notification is triggered automatically when your staff cancels an appointment.

Your clients will receive this notification when your staff approves their pending appointment request.

This notification is triggered automatically when your staff adds an appointment with the status 'Pending'.

This means that your clients will be able to confirm, reschedule or cancel the appointment.

This notification is triggered automatically when your staff adds an appointment with the status 'Confirmed'.

This notification is triggered automatically when your staff reschedules an appointment.

This notification is very similar to the New Pending Appointment notification, with the same options to confirm, cancel or reschedule or the pet parent to use.

This is a reminder that is sent automatically before the visit based on the frequency you set. Simply add new Reminder frequencies or remove the existing ones. These settings will apply to all channels, from SMS to Emails and Push Notifications.

When you add a new appointment, the reminders you've set up in the Upcoming Appointment Reminder notification will automatically appear. However, you can always adjust them on the spot for that specific appointment if needed.

For example, let's say you set reminders to be sent one week and one day before the appointment, but this client usually forgets, so you want to add some extra reminders just for this particular one. You can add as many as you want by clicking on the ''+'' icon.

This reminder sends automated text, email and push notifications to clients when recommended visits are due.

These messages were sent for Reminder Protocols, before the treatment due dates.

You can learn more about Reminder Protocols here.

As a default, reminders are sent one week before and one day before the due date, but you can customize the frequency, including the channels and the content of the message.

Given that some pet parent might have multiple pets that are due for a visit, we have included the option of customizing the verbiage for both cases: single or multiple pets, both for email and sms.

These are the messages that are included in the email that has attached the document that your staff wants to share with the client.

These messages have only one channel - Email.

All of them are triggered when a clinic user clicks the Send email button on the document pdf. The only exception is for the record summary shared communication.

You can customize the default email content that the pet parent will see when the staff shares a certificate with the pet parent.

This message is triggered when the staff clicks on the Send via email button on the certificate document pdf.

More on certificate sharing here

You can customize the default email content that the pet parent will see when the staff shares a client statement with the pet parent.

The client statement can be manually or automatically shared when the staff clicks on the Send via email button from the client statement pdf. The staff can generate the client statement from the patient health card > Invoices section (on the right, below the client profile) > Download icon > Preview.

More on client statements here.

You can customize the default email content that the pet parent will see when the staff shares a discharge document with the pet parent.

The discharge document can be manually shared when the staff clicks on the Send via email button from the discharge document pdf. The staff can generate the document from the SOAP > Plan section > Recommendations tab > Preview discharge document.

You can customize the default email content that the pet parent will see when the staff shares an invoice with the pet parent.

The invoice document can be manually shared when the staff clicks on the Send via email button from the invoice document pdf.

More on sharing of invoices here.

You can customize the default email content that the pet parent will see when the staff shares a medical record with the pet parent.

More on sharing the record summary here.

The signature request can be triggered from a couple of places on the platform: from the record (Summary > Forms tab and Treatment Plans tab), from the Documents section and from the Treatment Plans tab of the patient health card.

You can customize the default email content that the pet parent will see when the staff requests the e signature of a document (treatment plan or consent form).

More on e signature request here.

You can customize the default email content that the pet parent will see when the staff shares a treatment plan with the pet parent.

More on treatment plans here.

When a new client is added to your database, they can receive a welcome email.

The default message confirms that they have been successfully registered at your practice. It provides information about their account details (username and password) and how to download the App so they can access their medical history.

When adding a new Client, you can decide not to send the Email or Text notification if you wish to do so for a specific case by unchecking the boxes.

Useful resources

The benefits of customizing your reminders.

Link, page 30