Setting Up Auto-Replies to Secure Messages

You can set up automatic replies to patient messages sent through the secure portal. This ensures patients know when to expect a response during business hours or after hours.

Step 1: Navigate to Communication Settings

  1. In the left-hand navigation bar, go to Settings > Communication.
  2. Choose Secure Messaging.

Step 2: Edit Business Hours

  1. Click Edit Business Hours Settings.
  2. Set your time zone, schedule (everyday, weekdays, or custom), and business hours.
  3. Click Save.

Step 3: Add Auto-Replies

  1. Click Edit Auto-Replies.
  2. You’ll see two options:
  • Business Hours Reply: Sends when patients message you during your business hours.
  • After Hours Reply: Sends when patients message outside of your set business hours.
  1. Toggle on the reply you want to use and type your custom message.
  2. Click Save.

Example Messages

  • Business Hours: “Thanks for your message. Our team will reply as soon as possible.”
  • After Hours: “Thanks for contacting [Practice Name]! We’ll respond during our normal business hours of Monday–Friday, 9:00 AM–5:00 PM ET.”

That’s it! Auto-replies will now be sent automatically when patients reach out through the secure portal.

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