Overview
PIMSY offers a built-in messaging system that allows you to send reminders to clients and staff about important topics such as upcoming appointments or renewals. Messages can be delivered via text message, email, or voicemail using either a recorded voice or text-to-speech technology. Whether the message is ad hoc or client-specific, PIMSY’s messaging tools provide the flexibility and functionality you need to communicate effectively.
Required Permissions and Prerequisites
- Settings for messaging:
- -182 BILLING - STATEMENT message
- -251 MESSAGING - FAX - # of Resends
- -256 MESSAGING - EMAIL - # of Resends
- -257 MESSAGING - VOICE - # of Resends
- -258 MESSAGING - EMAIL - Resend Internal
- -259 259 MESSAGING - FAX - Restart unfinished Job
- -260 MESSAGING - FAX - # of Redials
- -262 MESSAGING - FAX - Resend Internal
- -266 MESSAGING - VOICE - # of Redials
- -268 MESSAGING - VOICE - Resend Internal
- -269 MESSAGING - VOICE - Caller ID
- -270 MESSAGING - VOICE - Stop Time
- -271 VOICE - Restart unfinished Job
- -272 MESSAGING - SMS - Stop Time
- -273 MESSAGING - FAX - Stop Time
- -276 MESSAGING - EMAIL - Email from Address
- -371 PORTAL - Change or Forgot Password Change Message
- -420 MESSAGE BOX - Minimum Time to Disappear
- -490 HIE - RELEASE - Prohibit HIE messages for any Client with CFR 42 Part 2 Diagnosis
- -620 CLIENT PORTAL - CLIENT MESSAGING - Expose or not expose
- -673 MESSAGING - Show Client Replies on SAL Appointments
- -751 TELEHEALTH JAAS Send Messages to Clinicians
- Settings for automated messaging:
- -773 Automated Messaging - *Client Upcoming Appointments* Enrolled
- -776 Automated Messaging - *Initial Appointment Confirmation* Enrolled
- -780 Automated Messaging - *Post Appointment Message* Enrolled
- -759 Automated Messaging - Standard & TELEHEALTH JAAS Auto Message 1 Internal DAYS
- -760 TELEHEALTH JAAS Auto Message 2 Interval MINUTES
Step-by-Step Instructions
Step 1: Client Setup
First, let’s make sure the client is properly set up to receive messaging communications. From the top navigation menu, go to:
Clients > Client Management
Select a client from the list and navigate to the Contacts tab within their chart. Under the Client Automated Messaging Contact section, verify that the client has given consent to receive messages, which is indicated by Messaging Consent Given being marked Yes.
Next, choose the client’s Preferred Contact Method by selecting from the available options: Text Message, Email, Cell Phone, Fax, Mail, or Phone.
If Use Client Detail Info. is marked as Yes, the system will use the contact information from the client’s Basic Information section in their Client Chart for all messaging.
If it is not checked, you can establish an alternative messaging contact by clicking the Messaging Contact button and entering the preferred contact details there.
Step 2: Navigating to Messaging
From the top navigation menu, go to:
Utilities > Messaging
Step 3: Messaging Tabs
The Messaging module is divided into three sections, with the left section showing the message options, and the right section showing the contacting methods and message contents. The bottom section displays the list of clients to receive messages.
By default, The New tab is the initial and main screen shown for Messaging. You are ready for a new Message.
Select a message type from the Message Types dropdown to determine what kind of message is being sent, i.e. Client Upcoming Appointment, User Renewals, JaaS Telehealth messages, and Ad Hoc messaging (to name a few). Selecting a message type will populate the associated message template in the Template field under the Contact Methods section.
If the message type is a manual message, the Description field will be required.
Start Date and End Date determines the date range of appointments the system will look at.
Broadcast Date determines the day you want the message to go out. If Only Send Based on Preferences is checked the message will be sent per the client's messaging preferences, i.e. text or email.
After selecting dates, hit Refresh to generate the list of clients of whom will receive the message. Clients who did not give consent to messaging will not appear here.
Under the Contacts Method panel, select either Voice, Text (SMS), Email, or Fax as your message medium.
Once all items are completed, select Send Text Message to send the message to the list of clients. A popup will appear asking if you are a sure you want to send the message to the listed clients. Select Yes to proceed with sending the message.
Step 3: Pulling historical messages
The History tab displays a record of all messages sent to clients and users. You can customize the view by rearranging columns or dragging in new ones to suit your preferences.
Step 3: Possible Message Errors
There may be instances when an error message is displayed. Common reasons include an invalid phone number or email address, or a recipient’s inbox being full. Below are some of the messages you may encounter, and their meanings:
Bad-Domain – The domain email address is incorrect, i.e., what is after the "at" symbol (@).
Bad Mailbox – The email box is invalid.
DNS – Do Not Send. The client is on the no send list - The Do Not Send list is a list compiled under your account for whenever a recipient clicks on the unsubscribe button. This in turn puts that specific email address on the DNS list.
Other – The messaging service SMTP connected with the recipient's SMTP however, the connection was made for 5 minutes without a confirmation.
Policy Related – The email passed through the spam filter but was stopped by the recipient's email box settings.
Content Related – The email was blocked due to some of the content in the body of the email.
Relaying Issues – The messaging service SMTP service had trouble connecting to the recipients SMTP service
Routing Errors – The messaging service SMTP service made the connection to the recipients SMTP service but the email packet was unable to be delivered correctly to the mailbox
Spam Related – The email was blocked by the recipients SMTP’s spam filter.
Bad Configuration - The messaging service SMTP service made the connection to the recipients SMTP service but the email packet could not be delivered correctly to the mailbox
Bad connection - The messaging service SMTP service made the connection to the recipients SMTP service but the email packet was dropped due to a poor connection
Domain DNS - The entire domain @domain.com has been added to your DNS list or is on the globally blocked domain DNS list.
Inactive mailbox - Client's SMTP Server has answered and told the messaging service email server that the email is no longer active.
Message expired – The messaging service SMTP service connected with the recipient's SMTP service and there was sending for 5 minutes and the recipient's SMTP service closed its connection due to inactivity.
No answer From host – After the system default number of attempts and after client specified resends, the recipient's SMTP service did not answer the messaging service SMTP service.
Quota-Issues - The Client's email box has a size limit set and they have received too many emails in the box and cannot receive more emails.
Hard Bounces are:
DNS
Inactive Mailbox
Bad-Domain
Domain DNS
Bad-Mailbox
Soft Bounces are:
Policy-Related
Quota Issues
Bad Connection
Routing Errors
Other
No answer from host
Bad Configuration
Content Related Relaying-Issues
Message expired
Spam Related
Routing-Issues
Bad Connection Spam-Related
Bad Configuration