Fix Common Edge Reminders Issues

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.

You must enable the text message "From" phone number in your Edge Reminders editor before Text Messaging and text reminders will work. The number is provided to you by Ortho2, and appears in the "From" phone number field when you activate Edge Reminders. When someone texts to this number, the message will be handled by your Edge Reminders system. If you have multiple offices, you will need to select the appropriate number for each office. If you do not have any phone numbers in this list, please contact your Regional Manager.

Simply having a valid email address, phone number, or cell phone number in the patient or responsible party record is not enough to receive Edge Reminders messages. You need two more things: 1) Your Contact Categories editor must identify contact descriptions as "Phone Number", "Cell Phone" and "Email Address" and 2) The contact information in the patient, responsible party, or professional record must use an identified contact description from the editor, and be enabled to receive Edge Reminders messages. See "Set Up Contacts for Edge Reminders" for details.

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.

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.