Patient Communications — FAQs

This article answers common questions about email and text communications in Optimantra.

Table of Contents

•        How to View a Patient’s Email or Text Logs

•        Appointment Keywords Not Pulling Correctly

•        Assigning an Email Template to a Specific Service

•        Form Codes Displaying Instead of Form Names

•        Linking Demographics, Clinical Profile & Intake Forms in Email Templates

•        What to Enter as Your Reply-To Email

How to View a Patient’s Email or Text Logs

You can view a patient’s email and text log directly from their record:

1.     Open the patient’s Actions Menu (three horizontal lines).

2.     Select the 123 icon next to the email and text button to view those logs.
 

You can also view the master email and text logs under the: 

1.     Open the Shortcuts

2.     Logs

 

Appointment Keywords Not Pulling Correctly

Appointment-specific keywords such as APPOINTMENT_START_DATE_TIME and APPOINTMENT_SERVICE_NAME will not populate when emails are sent via the patient actions menu.

Keywords like APPOINTMENT_SERVICE_NAME, LOCATION_NAME, LOCATION_ADDRESS, and APPOINTMENT_START_TIME will only work correctly in:

•        Automatic reminders and confirmation emails, or

•        Emails manually sent directly from the appointment

To manually send an email from an appointment:

1.     Open the appointment on the schedule.

2.     Locate the email template selector in the bottom left.

3.     Select your email template.

4.     Click the blue Save and Notify button to send the email.

Assigning an Email Template to a Specific Service

To assign a specific email template to a service:

1.     Go to Settings > Services > Services and Fee Schedules.

2.     Select More in the top right.

3.     Choose the option to assign a specific email template to the service.

🛈  Note: If you allow self-scheduling, this email template will serve as the automated email confirmation sent to patients.

Form Codes Displaying Instead of Form Names

If a form appears as a code (e.g., CFID_64190) inside an email template, this is expected behavior. The code is generated on the backend for your forms. Once the email is sent to the patient, the form will display as the proper form name — not the code.

Linking Demographics, Clinical Profile & Intake Forms in Email Templates

The demographics, clinical profile, and Optimantra Intake forms are not available through the questionnaire button. Instead, add them to your email templates using the following keywords:

•        PATIENT_LINK_FOR_CLINICAL_PROFILE

•        PATIENT_LINK_FOR_PRECONSULT_FORM_NOCONSENT

•        PATIENT_LINK_FOR_DEMOGRAPHICS

🛈  Note: Once a patient completes the demographic form and clinical profile, the information will automatically transfer into the program. These will not appear as submitted forms like intake forms, questionnaires, and consents.

What to Enter as Your Reply-To Email

When Optimantra sends emails on your behalf, they are sent from [e-mail] or [e-mail].

The Reply To field should be set to an email address that belongs to you or a member of your office staff — this is the address patients will reply to when they respond to an email.

* Reply-to field must be entered for emails to be sent. If left blank the email will not fully process and forms will also generate an error when patients attempt to submit.