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Email and text your cancellations

Richard Abujasen
Updated

OptiMantra allows you to create and customize email and text cancellation templates to streamline communication with your patients. This guide will walk you through setting up a customized cancellation template and using it in the cancellation workflow

 

Set Up Your Cancellation Templates

 

If you don’t have email and text cancellation templates in OptiMantra yet, start by creating them as outlined below. If you already have templates, skip to Step 2 to configure your cancellation workflow.

Creating a Customized Cancellation Email Template

  • Go to Settings > Communication > Email Templates

  • Choose one of the following options:
    • Create a new email template by clicking Add New Email Template
    • Use an existing template by selecting Template Library and searching for “Cancellation Confirmation”
  • If creating your own template:
    • On the Setup tab, fill in the From-Name, Subject, and Reply To fields
    • On the Message tab, enter a Template Name (e.g., "Cancellation Confirmation") and type your message in the comments box
    • Click Save when finished
  • If using a template from the OptiMantra Library:
    • Click on Template Library

    •  
    • Use the search bar on the right side to find “cancellation” or “can” > 
    • Click View & Import, then Save
    • Select the Practitioner(s) who can use this template and click Save again
    • Return to Account Templates, click Edit on the cancellation template, complete the fields on the Setup and Message tabs, and click Save

Creating a Customized Cancellation Text Template

  1. Go to Settings > Communication > Text (SMS) Templates
  2. Click Add New Text (SMS) Template
  3. Enter a Template Name (e.g., "Cancellation Template") and type your message
  4. Click Save when done


 

Add and Configure Cancellation Workflow Templates

  1. Navigate to Settings > Communication > Cancellation Template.

  2. Cancellation Email Tab:
    • Under Email Templates, select either the “Cancellation Confirmation” template or the Default Template (note: the Default Template is used if the office cancels the appointment, and it cannot be edited)
    • To edit the selected template, click Edit Template, make your changes, and click Save
  3. Cancellation Text Tab:
    • Under Text Templates, choose your custom cancellation text template or the Default Template
    • To edit the selected template, click Edit Template, make your edits, and click Save
    • Review the reminder message above the Save and Edit buttons, which warns that texts over 160 characters may be split into multiple messages


 

Using the Cancellation Workflow

  1. Locate the Appointment: On the Scheduling page, find your patient’s appointment
  2. Open Appointment Details: Double-click within the appointment time frame to bring up the appointment information screen
  3. Select Cancellation Email Template:
    • Use the drop-down arrow in the Select Email Template field (bottom of the left column) and select the “Cancellation Confirmation” template
  4. Update Event Status:
    • From the right column, select an Event Status of Cancelled, Cancelled-Late, or Cancelled-By Provider

    •  
  5. Choose Notification Method:
    • Select Text and Email, Email Only, or Text Only
    • Click Save & Send Email to send the cancellation confirmation email to the patient
  6. Additional Notification Options:
    • Choose No Text, Text Provider, Text Patient, or Text Both (only one can be selected)
    • Click Send Notification Email to finalize

After sending, the appointment will display the patient's name with a cancellation status color (e.g., red) on the Scheduling page, as configured in Settings > Scheduling > Org Settings

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