Broadcast Deliverability

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Deliverability Limitations Broadcast Message Delivery Method

Let’s review the Broadcasts requirements and how those Broadcasts will be delivered to the patient based on their available contact methods and how the Broadcast messages were configured.

Deliverability

There is a daily limit of 3,000 total SMS Broadcast messages per day, per Practice. All Broadcast Messages are sent by your Enterprise's high-volume toll-free number. This is done to increase deliverability and to prevent phone carriers from perceiving your phone number as spam. NOTE: Messages will be delivered from a high-volume toll-free number, however, patient responses will be directed to the Line chosen.

If you attempt to send more than 3,000 total SMS Broadcast messages in a day for that Practice, you will receive an error such as the following:

Limitations

There are a few additional limitations to be aware of when creating and sending Broadcast messages:

Broadcasts cannot be sent to Unverified Patients.
Broadcasts cannot be prescheduled to send. They must be manually created and sent each time they are needed.
You cannot add Forms or Attachments to Broadcasts.
Broadcasts do not respect Patient Contact Preferences (see below).
You can only use Event type Smart Phrases (i.e {eventProviderName} when creating a Broadcast in the Scheduled View. These Smart Phrases are not supported for Broadcasts in the Recent or Starred view.

Broadcast Message Delivery Method

Patient Contact Preferences

Broadcasts do not respect Contact Preferences, including Do Not Contact. They do respect the Texting Allowed toggle and SMS Status.

Just like with Automations, a patient will never receive more than one message per Broadcast. If you create messages for all delivery methods within your Broadcast, Artera will follow the below hierarchy to deliver your message:

Text
Call
Email

Patients only receive a call if the system determines that the phone number cannot receive text messages for some reason (i.e. if the number is a landline, has Opted out of SMS, or Texting Allowed set to No). Additionally, patients will only receive an email if their phone number is invalid.

Broadcasts Delivery

The following tables indicate how the Broadcast will be delivered to a patient based on the Broadcast Message Setup (i.e. does the Broadcast include messages for Text, Call, or Email) and the patient’s contact details. Below, Opted In and Opted Out refer to the patient’s SMS Status displayed on the Patient Facesheet. Additionally, Texting Allowed refers to the Texting Allowed toggle, also present on the Patient Facesheet.

Patient has Cell Phone

	Text Broadcast	Call Broadcast	Email Broadcast	Text, Call Broadcast	Text, Email Broadcast	Call, Email Broadcast	Text, Call, Email Broadcast
Texting Allowed (Yes) & Opted In	Sent as SMS	Sent as Voice	Not Sent	Sent as SMS	Sent as SMS	Sent as Voice	Sent as SMS
Texting Allowed (Yes) & Opted Out	Not Sent	Sent as Voice	Not Sent	Sent as Voice	Not Sent	Sent as Voice	Sent as Voice
Texting Allowed (No) & Opted In	Not Sent	Sent as Voice	Not Sent	Sent as Voice	Not Sent	Sent as Voice	Sent as Voice
Texting Allowed (No) & Opted Out	Not Sent	Sent as Voice	Not Sent	Sent as Voice	Not Sent	Sent as Voice	Sent as Voice

Patient has Cell Phone and Email

	Text Broadcast	Call Broadcast	Email Broadcast	Text, Call Broadcast	Text, Email Broadcast	Call, Email Broadcast	Text, Call, Email Broadcast
Texting Allowed (Yes) & Opted In	Sent as SMS	Sent as Voice	Sent as Email	Sent as SMS	Sent as SMS	Sent as Voice	Sent as SMS
Texting Allowed (Yes) & Opted Out	Not Sent	Sent as Voice	Sent as Email	Sent as Voice	Sent as Email	Sent as Voice	Sent as Voice
Texting Allowed (No) & Opted In	Not Sent	Sent as Voice	Sent as Email	Sent as Voice	Sent as Email	Sent as Voice	Sent as Voice
Texting Allowed (No) & Opted Out	Not Sent	Sent as Voice	Sent as Email	Sent as Voice	Sent as Email	Sent as Voice	Sent as Voice

Patient has Cell Phone, Landline, and Email

	Text Broadcast	Call Broadcast	Email Broadcast	Text, Call Broadcast	Text, Email Broadcast	Call, Email Broadcast	Text, Call, Email Broadcast
Texting Allowed (Yes) & Opted In	Sent as SMS	Voice to Cell #	Sent as Email	Sent as SMS	Sent as SMS	Voice to Cell #	Sent as SMS
Texting Allowed (Yes) & Opted Out	Not Sent	Voice to Cell #	Sent as Email	Voice to Cell #	Sent as Email	Voice to Cell #	Voice to Cell #
Texting Allowed (No) & Opted In	Not Sent	Voice to Cell #	Sent as Email	Voice to Cell #	Sent as Email	Voice to Cell #	Voice to Cell #
Texting Allowed (No) & Opted Out	Not Sent	Voice to Cell #	Sent as Email	Voice to Cell #	Sent as Email	Voice to Cell #	Voice to Cell #

Patient has Landline

	Text Broadcast	Call Broadcast	Email Broadcast	Text, Call Broadcast	Text, Email Broadcast	Call, Email Broadcast	Text, Call, Email Broadcast
Texting Allowed (Yes) & Opted In	Not Sent	Sent as Voice	Not Sent	Sent as Voice	Not Sent	Sent as Voice	Sent as Voice
Texting Allowed (Yes) & Opted Out	Not Sent	Sent as Voice	Not Sent	Sent as Voice	Not Sent	Sent as Voice	Sent as Voice
Texting Allowed (No) & Opted In	Not Sent	Sent as Voice	Not Sent	Sent as Voice	Not Sent	Sent as Voice	Sent as Voice
Texting Allowed (No) & Opted Out	Not Sent	Sent as Voice	Not Sent	Sent as Voice	Not Sent	Sent as Voice	Sent as Voice

Patient has Landline and Email

	Text Broadcast	Call Broadcast	Email Broadcast	Text, Call Broadcast	Text, Email Broadcast	Call, Email Broadcast	Text, Call, Email Broadcast
Texting Allowed (Yes) & Opted In	Not Sent	Sent as Voice	Sent as Email	Sent as Voice	Sent as Email	Sent as Voice	Sent as Voice
Texting Allowed (Yes) & Opted Out	Not Sent	Sent as Voice	Sent as Email	Sent as Voice	Sent as Email	Sent as Voice	Sent as Voice
Texting Allowed (No) & Opted In	Not Sent	Sent as Voice	Sent as Email	Sent as Voice	Sent as Email	Sent as Voice	Sent as Voice
Texting Allowed (No) & Opted Out	Not Sent	Sent as Voice	Sent as Email	Sent as Voice	Sent as Email	Sent as Voice	Sent as Voice

Patient has Email

	Text Broadcast	Call Broadcast	Email Broadcast	Text, Call Broadcast	Text, Email Broadcast	Call, Email Broadcast	Text, Call, Email Broadcast
Texting Allowed (Yes) & Opted In	Not Sent	Not Sent	Sent as Email	Not Sent	Sent as Email	Sent as Email	Sent as Email
Texting Allowed (Yes) & Opted Out	Not Sent	Not Sent	Sent as Email	Not Sent	Sent as Email	Sent as Email	Sent as Email
Texting Allowed (No) & Opted In	Not Sent	Not Sent	Sent as Email	Not Sent	Sent as Email	Sent as Email	Sent as Email
Texting Allowed (No) & Opted Out	Not Sent	Not Sent	Sent as Email	Not Sent	Sent as Email	Sent as Email	Sent as Email

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