If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.
- Get Started
- Patient Channel
- Patient Facesheet
- Collaborative Inbox
- Lines & Resources Requests
- Lines, Events, Resources
- Platform Settings and Configuration
- Users and Groups
- SMS Basics
- Troubleshooting and FAQ
- Conversation Builder
- Release Notes
- Technical Specifications
Event Messages in the Patient Channel indicate that some action has occurred.
Event Messages are recorded when:
A patient has taken action on an appointment (confirmed, rescheduled, canceled)
A Channel Status is updated (opened, pending, closed)
Demographic information has been updated (e.g. patient phone number change)
A message fails to deliver (if the SMS Delivery Failure Default Setting is enabled)
Conversation Builder workflows start, end, timeout, or a patient response is captured
Event Messages are displayed in white boxes and are not visible to the patient.
Event Messages are time-stamped and indicate who took the action (patient, Artera user, integration). These messages are helpful for troubleshooting or understanding when and why a change occurred.
Demographic updates include phone number change, language preference change, or Portal Enrollment status (if integrated with Artera).
Appointment and Recall Actions
Available Appointment Actions that will populate the Event Message are Confirm, Cancel, Reschedule, or View. If you are also using Artera's Recall module, the available Recall Actions are Completed or Cancelled.
Channel Status Updates
If an Artera user Opens, Closes, or marks a Patient Channel as Pending, it will associate their name with that action within the Event Message. When the platform automatically updates the Channel Status, you will see the action appear from "Artera-Bot".
Voice Message Status
Click here for a complete list of the available call Event Messages.
Multiple Patient Verification Request
This Event Message appears when there are multiple patients associated with the same phone number.
Conversation Builder Sessions
Event Messages appear when the Conversation Builder's Conversation starts, expires, concludes, and when the patient selects a response to the prompt. Click here to learn more.