Frequently Asked Questions
When does a ‘Save The Date’ email send to a patient?
By default, all automated emails are delivered at 9 pm when YAPI runs housekeeping according to your scheduled backup time. Save The Date templates utilize a setting so YAPI will not send this specific email to a patient if the upcoming appointment is in very close proximity at the time of scheduling (i.e. Don’t send if less than [30 days] before an appointment). You can change this setting in Global Setup > Reminders.
Will the text messages pop up on every computer?
Text messages will appear only on the YAPI workstations you designate via the Wrench icon > Local Setup > Messaging. If a workstation is set to receive mobile text and patient communication, then messages will appear live as they come in as long as YAPI is running on that computer.
Can YAPI send a text reminder the night before to patient with early appointments?
At this time, there is not a template exclusively for patients with early appointments to receive reminders the day before. You can utilize a quick ‘canned message’ to quickly send to those patients the afternoon before their visit the next morning.
By default, YAPI utilizes a patient’s “Preferred Name”, can YAPI just utilize a patient’s first name instead?
Yes. In each template, you can swap the merge tag for "Preferred Name" to the merge tag for "First Name". For more information on this, see this article on Merge Tags.
Does YAPI only recognize the letter ‘C’ or can a patient reply ‘Yes’ or ‘Thanks’ and will that confirm the appointment?
By default YAPI recognizes the following responses to confirm appointment via text:
C OK K YES Y THANK THANKS CONFIRM CONFIRMED SI
You can add more responses on the reminders setup page (YAPI Dashboard > Global Setup > Reminders tab).
Does YAPI read preferences from Open Dental for text/email preferences? Is everyone opted in by default?
Unless you imported an opt-out list of specified patient mobile numbers or email addresses, YAPI will communicate with all patients regardless of your preferences in Open Dental.
How can we see who is texting when we are not in the office?
You will see an after-hours lightbulb on your practice dashboard flashing to prompt you to read your missed text messages. If you would like to receive these texts forwarded to a mobile number or email address as they are received instantly, you can set this up under Global Setup > CT > Virtual Receptionist for Text Forward After-Hours.
When does a ‘Save The Date’ text send to a patient?
'Save The Date' text messages begin sending at 10 am for all appointments that were added to your schedule the day before, so patients will receive their 'Save The Date' text the following day after scheduling their appointment. This template also utilizes a setting so YAPI will not send a Save The Date text to a patient if the upcoming appointment is in very close proximity at the time of scheduling (i.e. Don’t send if less than [30 days] before an appointment). You can change this date range in your Global Setup > Reminders. The lowest number you should put this field is [2 days] to avoid a patient receiving a Save The Date text on the actual appointment date.
Does the same-day text notification deliver to all patients even if the appointment is confirmed?
Yes, YAPI will send the same-day text to all patients with a mobile number regardless of appointment status.
If an appointment is scheduled 1 day in advance, will a patient receive a text or email?
YAPI will only send an email or mobile message to patients who are on your schedule at the time when the templates are delivered. For instance, if you have a 3-day text confirmation setup, then a patient who schedules one day in advance would not receive an appointment reminder until the day of their visit if you utilize the same-day mobile template.
Can the logo be changed for our emails if there is an updated version?
You can replace your email logo as long as the logo is 600px wide. Under the Tools icon > Administrative Tools > Utilities > Upload Practice Logo. In the top section for emails, click the Get button and select from file, then locate your logo. Once selected, click upload and agree.
There are some patients we want to ‘call’ only for their appointment for surgery to ensure time/location is correct, how can we adjust settings so those patients do not receive any text/email for that appointment?
In your Global Setup > Reminders, you can opt out certain providers from having their patients receive reminders. Alternatively, you can select ‘more options’ to have an operatory from Open Dental ignored as long as you spell the operatory name the exact same as it is in Open Dental.
I have a list of patient email addresses and mobile numbers who do not wish to be contacted. How can I import this list?
Have the list of all email addresses and mobile numbers compiled as a .txt file. All you need are the email addresses and mobile numbers, no other information. You can click on the Wrench icon > Manage Opt-out Lists > Migrate Opt-out List, and select the .txt file to upload. YAPI will process this information, and then you should see patients appear on your opt-out lists for email and mobile text.
How can the nanosite settings be adjusted?
Under Global Setup > Reminders > More Options click edit, and you will see your customization options for the nano site.
What happens in Open Dental when a patient confirms an appointment via email or text?
The appointment status will automatically change to your default confirmation status/color.
If the same-day text notification start time is at 8 am and a patient has an appointment at 8:30 am, what time will they receive their text message?
Our recommended range is 2 hours before the appointment time, however, this number will adjust accordingly to ensure patients do not receive a text message prior to your ‘start time’ – in this case, a patient with an 8:30 am appointment would receive their same-day text reminder at 8 am when YAPI begins sending text messages.
How can wording in the email or text message templates be altered?
You can adjust templates by clicking on the Wrench icon > Manage Documents and Templates. Here you can adjust the email templates that are utilized according to your reminders setup as well as the mobile templates. Anything you see in double brackets i.e. [[APPOINTMENTDATE]] or [[PRACTICE]] can be placed elsewhere within a template but should not be removed or filled in. These are merge tags built into the templates to automatically pull the appropriate information.
Are there settings in YAPI so that text messages do not deliver on certain days of the week when the office is closed?
Yes. Under Global Setup > Reminders, there is a setting in the upper right corner that says, “only on business days”. You can select this option and view the ‘visualize’ button to see when days your text messages would be delivered. YAPI would only send text messages when your office is open according to your Global Setup > Practice settings for your office schedule. You can ensure these days are accurate, then make sure to click the Save button to save the business day setting in your reminders setup.
If a patient opts out of receiving email or text messages, is there a list that can be seen?
Yes, under the Wrench icon you can select Manage Opt Out Lists and view the email and phone lists separately.
We have a column in Open Dental we move broken or reschedule appointments over to, how can we ensure those patients do not receive text or email reminders?
In your Global Setup > Reminders, you can select more options to have an operatory from Open Dental ignored as long as you spell the operatory name the exact same as it is in Open Dental.
Can we change the timeline and frequency of messages on our own?
Yes. If you would like to adjust your settings in Global Setup > Reminders you certainly can. However, we recommend speaking to someone at YAPI in our training department to provide expert guidance if you are considering making many changes.
What if our server is down, will YAPI still send emails and text messages? Will YAPI let us know if emails/text did not send?
If your server is down during the day or at any time, that will have an effect on YAPI’s ability to communicate with your patients. You can double check to see if reminders were sent under Reports > Appointment Reminders > Reminders Sent Report. If you had service interruption, you can manually push out reminders for a particular appointment day under your Tools icon > Administrative Tools > Appointment Reminders > Send Reminders. Then you can select the appointment date and correct template to send.
If we have inclement weather and the office will be closed, can we send patients a text or email that we will be closed and will contact them to reschedule?
If you can log in remotely to a workstation with YAPI, then you can create a new email and mobile templates under the Wrench icon > Manage Documents and Templates. Then you can use this template to send to all patients on a particular appointment date by manually sending those templates via the Tools icon > Administrative Tools > Appointment Reminders > Send Reminders. Then you can select the appointment date and correct template to send.
"Ready To Go" Templates
Click on the attachment below to download a document filled with templates for patient engagement.
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