Review Sent Messages
Use the Message Set History tab of your Edge Reminders window, or open the Reminders widget, to review the success rate of your message deliveries, the confirmed / canceled appointment responses you have received, and to listen to voice messages patients may have left regarding their appointment reminder. We recommend that you open the Edge Reminders window or widget early in your day to listen to any patient messages, and review any appointment confirmations and cancellations you have received overnight.
Send Edge Reminders Messages - Use the New Message Set tab of your Edge Reminders window to manually initiate appointment reminders, birthday greetings, and other messages to subgroups of patients via phone, email, and/or text. See "Send Edge Reminders Messages Manually" for details.
You can open this feature in multiple ways: Use the method that's most convenient for you.
Open the Edge Reminders Window
Select 
Services from the Tasks section of the Home ribbon bar and choose 
Reminders. Then open the Message Set History tab.
Open the Reminders Widget
From the Application section of the Widget Library ribbon bar, choose the Reminders widget, and select to open it as either a Dashboard or Application widget.
The top of the window lists the sets of Edge Reminders messages you have sent. The summary includes the date, and the number of each type of message that was sent. Click a message set to see the details listed at the bottom of the window. Use the Previous and Next buttons to scroll through additional pages of message sets, if needed. (If you have just sent a new message set, you may need to click Refresh to see your new set.)
The bottom of the window lists each message that was attempted for the message set.
Email Messages Not Being Delivered
If some or all of your Edge Reminders email messages, Edge Broadcast newsletters, or emailed appointment cards and payment receipts aren't being delivered, they are likely being flagged as spam, or blocked as unverified transmissions by the recipients' email providers. If you have ascertained from patients and parents that the message was not delivered to their spam folder or blocked by their spam filters, you can often resolve the problem by configuring your domain records to allow Edge data center messages in your sender list. See "DMARC/SPF: Undelivered Emails" for details.
Refresh Details - Click Refresh to refresh the bottom portion of the window for the message set you have selected. This is particularly useful for viewing the most recent appointment confirmations and available voice messages.
Open Patient Folder - The Patient Name field indicates the patient for whom the message was sent. You can click the name to open that patient's folder.
Contact Info - This column lists the phone number or email address that you sent the message to.
Type - This column shows you which method was used to deliver the message.
Called - This column details the date and time message delivery was attempted. Phone messages may be attempted multiple times, depending on the retry settings on the Setup tab of your Edge Reminders editor. The delivery of text and email messages is only attempted once.
Status - This column tells you whether the call or message was delivered successfully.
When someone receives an Edge Reminders message and is prompted to confirm or cancel the appointment, they click the Confirm or Cancel button in an email message, press a number for a telephone message, or respond Yes or No (either with or without the appointment shortcode included in the message) to a text message. The confirmation method is embedded into message templates, and cannot be changed by you. Any other response is not seen as confirmation or cancellation.
The Response column of your Edge Reminders window tells you whether the recipient has confirmed or canceled the appointment, or left a voice message. If the recipient left a voice message in response to an appointment reminder, you can click the Play button in the Message column to listen to the message. If the recipient responded with an email message, the response is sent to the email address linked to your Edge Reminders system.
Texted Appointment Confirmations - When the recipient of an Edge Reminders text message responds by typing Yes or No (or responds Yes or No followed by the appointment shortcode included in the message), the appointment is confirmed or canceled, and that information is included on the Edge Reminders tab of the correspondence history, as well as on your Scheduler and the patient's Appointment History. If the recipient texts back something else, such as Y or N, or includes quotation marks around the response, like this "Yes", that response WILL NOT be seen as a confirmation or cancellation, and will not be in the Edge Reminders tab of the correspondence history. That response will, however, be in the Text Messages tab instead, while the original Edge Reminders text reminder will be in the Edge Reminders tab with no confirmation response. You could, at that point, right-click the message in the Text Messages tab and manually confirm or cancel the appointment, as appropriate.
Multiple Responses - If multiple responses are returned for the same appointment (i.e. Dad's cell phone cancels the appointment, then Mom's email confirms it), the most recent response is assumed to be correct. However, if one or more voice messages are left at any time, those responses takes precedence, no matter when they were received.
If you initiated a message set in error, you can open the Message Set History tab of the Edge Reminders window, or open your Reminders widget, then right-click the set and select Delete, preventing the reminders from occurring.
Future Sets Only - You can only delete message sets that have not yet begun to send out messages.
Use the Edge Reminders tab of the patient's correspondence history to review the Edge Reminders messages that were sent to that patient. See "Patient Correspondence History" for details.
Texted Appointment Confirmations - When the recipient of an Edge Reminders text message responds by typing Yes or No (or responds Yes or No followed by the appointment shortcode included in the message), the appointment is confirmed or canceled, and that information is included on the Edge Reminders tab of the correspondence history, as well as on your Scheduler and the patient's Appointment History. If the recipient texts back something else, such as Y or N, or includes quotation marks around the response, like this "Yes", that response WILL NOT be seen as a confirmation or cancellation, and will not be in the Edge Reminders tab of the correspondence history. That response will, however, be in the Text Messages tab instead, while the original Edge Reminders text reminder will be in the Edge Reminders tab with no confirmation response. You could, at that point, right-click the message in the Text Messages tab and manually confirm or cancel the appointment, as appropriate.
If an Edge Reminders appointment reminder is not confirmed / canceled by the recipient, you can manually do this by right-clicking the appointment in your Scheduler, by right-clicking a text message in the Text Message window, or by changing the appointment status in the patient's Appointment History.
It takes many parts working together smoothly for Edge Reminders to function correctly. If yours doesn't seem to be working as it should, check out the most common troubleshooting issues first. See "Fix Common Edge Reminders Issues" for details.
