Appointment Notices are sent when you create a new appointment. As well as each time you edit an existing appointment's details. Kalix's appointment Notices are fully customizable, you can choose the messaging method used (email, text message or text-to-voice) and the contents of message itself. SMS and text-to-voice messages are charged at a pay-per-use rate. Click here to view pricing. Email messages are free.

Kalix supports two different types of appointment messaging, the other appointment message is Appointment Reminders. These are sent before an appointment to remind clients of upcoming appointments.

The following four main steps should be completed in order to send out automated messages from your account. 

  1. Enable Messaging
  2. Customize appointment notice message
  3. Enter valid client contact details and select a messaging method
  4. Tick the Reminder tickbox on the Appointment screen (automatic)

US users, it is important that you are aware of that current information regarding Kalix's automated messages and HIPAA compliance, click here to view. 

Step 1) Enable Messaging

Before sending out appointment messages via Kalix, you need to enable the Messaging in your account. For details on how to do this, click here

Step 2) Customize Your Messages

Kalix allows you to enter customized appointment notice messages. Using merge fields, Kalix will fill each message with the client specific appointment information before sending it.

To customize your appointment notice messages, click on Messages on the top header followed by the subtab Appointment Notices.

Kalix allows you to enter a different message for each messaging method (email, SMS and Text-to-voice). Click on the applicable messaging method you wish to enter a message for, as shown below. 

Email Messages

Kalix allows you to customize your email message:

  • Enter an email subject in the email subject field. This will be the text that appears as the subject for all email messages.
  • Enter your own appointment notice message by typing in the email message field.
  • Format the email message appearance (e.g. add bold, italics, headers, bullets, numbering and tables) using the format bar.
  • Add small images e.g. your practice's logo into the message, click here for details.
  • Enter merge fields, Kalix will use these merge fields to auto fill the client and appointment specific information. See the section Merge Fields below for further info.

Virtual (Telehealth) Appointments
If the appointment reminder is for a virtual (telehealth) appointment, Kalix will automatically add information about how to connect to the meeting (including meeting link and access code. 

Client Responses

Clients are able to reply to email messages. You will receive an email notification when a client response is received. Click on the link within the email message to view the client response in Kalix. The appointment status of related appointments will not auto update.  

SMS (Text) Messages

Kalix allows you to customize your SMS (text) message:

  • Enter your own appointment notice message by typing in the SMS message field.
  • Enter merge fields into the SMS message, Kalix will use these merge fields to auto fill the client and appointment specific information. See the section Merge Fields below for further info.

Client Responses

Kalix supports SMS messaging responses. Automatic appointment confirmation is not available for appointment notices (they are for appointment reminders). Kalix will send you a notification when a client sends a response. 

Text-to-voice Messages

Kalix allows you to customize your text-to-voice message:

  • Enter your own message by typing in the text-to-voice message field.
  • Choose the accent and gender of the voice. Click here for more details.
  • Choose the client responses to be included as menu options at the end of the message.

Client Responses

Text-to-voice messages can be sent to landlines and cell phones. Client responses can also be included as menu options at the end of the message, clients make their choice by selecting the corresponding number on the phone keypad. You can choose which the client responses are included in your message by selecting the applicable tick boxes under Client Responses (as shown below). Available Client responses include: 

  • Connect to Phone Number: the text-to-voice phone call will connect to your phone number. Enter the number that you wish the text-to-voice message to connect to into the Return Number field as shown below.
  • End Phone Call: will cause the text-to-voice message to end.
  • Repeat Message: will repeat the text-to-voice message.

Text-to-voice messages also detects pick up by answering machines.

Supported Merge Fields

Merge fields allow client and appointment specific information to be automatically added to each message. Merge fields work similar to mail merge fields in word documents. Add the merge field to the position in the message you wish the details to placed. 

Appointment details: inputs the appointment time and date. Kalix obtains this information from the applicable appointment details (Edit/New Appointment screen). To include the appointment details in the appointment message, enter [APPOINTMENT].

Client's first name: inputs the client's first name. Kalix obtains this information from the given name field on the applicable client's Details page. The client also needs to be linked to the applicable appointment (as shown below). To include the client's first name in the appointment message, enter [CLIENTFIRSTNAME]. For further information about the client's details page, click here. Note: client's first name only is included in appointment message for security and privacy reasons.

Clinician's name:
inputs the first and last name of clinician that is conducting the appointment. Kalix obtains this information from the given and last name fields on the My Details page. The clinician also has to selected in the clinician field of the Edit/New Appointment screen (as shown below). To include the clinician's name in the appointment message, enter [CLINICIAN]. 

Clinician phone number: adds the contact phone number (From their My Details page) for the clinician conducting the appointment, enter [CLINICIANPHONE].

 Appointment type:
inputs the appointment type. Kalix obtains this information from the applicable appointment details (Edit/New Appointment screen). To include the appointment type in the appointment message, enter [APPOINTMENTTYPE].

Appointment location's name:
inputs the name of the location that the appointment is being conducted. Kalix obtains this information from the location name field under the Locations section of the Organization Details page (under settings). The appointment location must also be selected in the location field of the Edit/New Appointment screen (as shown below). To include the location name in the appointment message, enter [LOCATION]. For more information about location details click here.

Appointment location's address: inputs the location address where the appointment is being conducted. Kalix obtains this information from the location address field under the Locations section of the Organization Details page (under settings). The appointment location must also be selected in the location field of the Edit/New Appointment screen (as shown below) and an address shown. To include the location name in the appointment message, enter [LOCATIONADDRESS]. For more information about location details click here.

Telehealth link: if the appointment is a virtual one (i.e. using Kalix's telehealth feature), this merge will add the secure weblink and access code to enter the session. Your clients will click on the link and then enter the access code to enter the session.

Personal link to register for Nutritionix Track Pro account: inputs the client's unique link to sign-up for their free Nutritionix Pro account (or link up their existing account). Enter [NUTRITIONIXLINK], For more information, click here

Adding Merge Fields

  1. Place your cursor at the location you wish to add the merge field tag (like you would to start typing)
  2. Click on the Merge Fields button located on the editing bar.
  3. Select the merge field you wish to add. 

Alternatively, you can simply type the merge field in the correct location (using the right format) within the message. 

Testing Appointment Notices

We recommend you thoroughly test messages to check that they are set up correctly. To do this, scroll down to the bottom of the applicable Appointment Notification page and enter a phone number (for SMS and text-to-voice) or email address (for email) you wish to send the test message to. Click on the preview button. A test message (for a test client called Bob) will be send out within 10 minutes.

Last Steps

Once messaging has been enabled, and your message templates are set up, you are ready to go. Appointment Notices will be scheduled to be sent out automatically following the creation of a new appointment, as well as after the modification of the appointment's details. You do not need to do anything more in order for appointment notices to be sent out, however, there are two additional steps that you should be aware of to ensure that appointment notices go out successfully. 

Step 3) Enter Valid Client Contact Details and Messaging Method

The client must have the correct  method selected on their Client Details page and a valid email and/or phone number. A client's messaging method will be automatically set to the default messaging method selected on the Messaging Settings page, click here for details. You can change the client's messaging method from the default, to another choice, on the client's Details page.
 
Navigate to the Client Details page by click on Clients on the top header, followed by Clients. Locate your client in your client list, and click on their name to view their file. On the client cover page, click on the section Details to view the details page. On the details page, scroll down to the subsection Contact Details. Select the desired messaging method in the messaging method field.

It is also important that client has a valid email and/or phone number saved against their contact details. Contact phone numbers must contain your state area code.

Note: Kalix allows you to save unlimited contact phone numbers against the client's Details page. If you save multiple numbers for a particular client, Kalix will send automated message to the first entered phone number. 

Step 4) Tick the Check Checkbox on the Appointment Screen

On the appointment calendar, click on the applicable appointment slot to view the Edit Appointment screen. The Reminder tick box must be selected as shown below. This field should be automatically ticked for you if you have reminders enabled in your account. Click here for more information about the appointment screen. 

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