Q: Can we report on how many messages are being sent across all customers?

A: Reporting is available on a per-customer basis, but there may be a way to aggregate preferred communication methods across all customers. Further confirmation is needed.

 

Q: Can ACP be configured to send voice messages at a slower speed for hearing-impaired patients?

A: Yes, the playback speed of voice messages can be adjusted per facility. If the default 75% speed is still too fast, additional adjustments can be made.

 

Q: Can a physician record their own name for Cliniconex voice calls in ACP?

A: Depending on the module, a provider or staff member can record part or all of their voice template, or use Text-to-Speech (TTS) for correct pronunciation. If updates are needed, re-recording is required. Contact support to set this up.

 

Q: Can we customize communication priority, e.g., text first, then call, then email?

A: Yes, if a flow is set up, ACP will keep trying different channels until the patient is reached. For example: email first, then text if no email, then phone if no cell. The flow stops once the patient is reached.

 

Q: Can default communication methods be changed for ACP customers?

A: Yes, the default order (e.g., email → text → voice) can be modified by the support team within your account settings.

 

Q: Can ACP handle multi-language reminders, e.g., Arabic?

A: Yes, language settings can be configured in the EMR. You can create separate templates for each language or add multilingual text to a message. Voice messages can also include options like “Press 3 for Arabic,” depending on available languages. Contact support for details.

 

Q: Can ACP handle multiple language preferences for messages?

A: Yes, if a patient’s language preference is stored in the EMR/EHR, ACP can send messages accordingly. The system pulls from fields like “language” or “language preference” in the patient record.

 

Q: Can customers preview and share phone message samples?

A: If a customer wants to preview phone messages, they can use the test button to send sample messages to their phone.

 

Q: How does ACP charge customers for messages that fail to send?

A: Cliniconex only charges customers for successful attempts to deliver a message. Unsuccessful attempts are not billed in the following cases:

• ✔If an email or phone number for either voice call or SMS text is invalid
• ✔If a voice call is not configured for leaving messages
• ✔If an SMS text is sent to a landline that does not accept voice-to-text

Note: For SMS text, if the delivery fails, we will try voice instead.

 

Q: Can ACP send different automated messages based on patient feedback?

A: Yes, a two-step message process is supported. Patients can receive a message with two response options (e.g., satisfied/not satisfied), and a workflow can be configured to trigger a follow-up message based on their response.

 

Q: Can ACP send messages and reminders based on patient preferences?

A: Yes, ACP can track patient opt-in/out preferences stored in the EMR/EHR.

 

Q: Can ACP send messages and reminders based on patient preferences and where are they stored in the EMR/EHR?

A: Cliniconex can configure your account to send messages using a default flow (e.g., text to cell first, then email, then phone). This ensures the patient is reached by at least one method. Patients can also choose their preferred medium (voice, email, text), typically stored in the patient notes or in a field like “Preferred method of Contact.” They can opt out of messaging by adding a code in the patient notes field.

 

Q: Can ACP use different voices for voice call messages?

A: Yes, ACP supports changing the voice used for messages, including various male and female options. To request a voice change, contact support.

 

Q: Can ACP format text in bold for SMS or email reminders?

A: Bold text is only supported in email templates. SMS messages do not support formatting like bold or italics.

 

Q: Can an organization include an image (e.g., a map) in email messages or reminders?

A: Yes, customers can embed images in emails. Image sizing depends on placement. Website or Google Maps links can also be inserted.

 

Q: Can ACP send email messages from a customer’s domain instead of ACM’s default domain?

A: Yes, but it requires domain authentication. The customer must add DNS records. However, ACP recommends using its own domain due to its high email reputation and deliverability.