Messaging Overview

An overview of Kalix's messaging feature.

Updated over a week ago

Kalix's messaging feature includes automated reminders (Appointment Reminders, Appointment Notices, Billing Reminders, and Late Payment Notices) and manual messaging (Online Forms and electronic Paperwork, Communication with Contacts, and Ad-hoc Messaging).

Contents of this article


Messaging Methods

Kalix allows you to send messages to Clients and Contacts in a HIPAA-compliant manner using four different methods: eFax, SMS (text messages), text-to-voice (computer-generated voice messages), and email.

Efax, SMS, and text-to-voice messages require the purchase of prepaid credit. Click here to view the pricing. Email messages are free.


Enable Messaging

Before using messaging, you must enable the feature in your Kalix account. To do this, hover your cursor on the Messaging tab on the top menu and click on the subsection Settings.


Opt-in

Kalix's messaging functionality can be opt-in. If opt-in is enabled, Clients and Contacts must opt-in before receiving messages from Kalix (e-fax excluded).

If you choose to use Opt-in, Kalix will automatically send an opt-in message using the client's or contact's assigned messaging method just before their first message is due to go out. Kalix's Messaging Opt-in functionality offers better security to both you and your clients. It also makes it easier to maintain HIPAA Compliance.


Opt-In via the Online Scheduler

When clients book their first appointment via the online scheduler, they will be prompted to Opt in. They must also agree to Kalix's Client Privacy and Policy before booking the appointment.


Client & Contact Responses

If you use e-fax, SMS (text message), or email as your messaging method, clients and contacts can reply to any of the messages you send. You will receive an email notification from Kalix when a new message is received, and the response can be read in Kalix. If using email messaging, clients can also share attachments.

You are also given the option to allow your clients to respond to automated text-to-voice messages (appointment reminders, appointment notices, billing reminders, and late payment notices). Manual text-to-voice messaging (online forms, electronic online documents, communication with other healthcare providers, and ad hoc messaging) does not currently support responses. If this functionality is enabled, your clients can "talk" to you at the end of the voice message. If they press the corresponding number on their keypad, Kalix will connect their call to your desired phone number.  

Kalix allows for automatic appointment confirmation and/or cancellation. The status of the scheduled appointment is automatically updated based on the client's response. 


Messaging Notification (New Message & Error Notification)

Kalix will notify you when clients or contacts messages (using eFax, SMS, text-to-voice, or email) you, e.g., reply to an automated reminder or send an ad hoc message). You will also receive a notification when a messaging error occurs, e.g., an email bounces, an incorrect email address or phone number is used, or an appointment reminder expires because the client fails to opt-in. 

Kalix allows you to modify (or stop) the frequency at which you receive email notifications about Messaging via the Notifications section of your My Details page. Each user in your account can modify their own notification settings, which are specific to that user. 

Did this answer your question?