Home Exercise Programs (HEP) on Embodia

You can set up automated replies to patient messages based on certain rules that you define such as sending out-of-office replies when a patient messages you while you're on vacation.

Please note that you can only set up auto-replies if you have the messaging feature enabled. Refer to the Enabling two-way messaging and patient notes on exercise programs article to learn how to enable messaging for your account.

Setting up auto-reply settings

To get started, go to the auto-reply settings page by clicking on HEP > My conversations > Auto-reply settings.

This page will list all the rules that can trigger auto-replies. To add a new rule, click on Add a rule and fill in the pop-up form.

At most, one auto-reply message is sent per day per conversation. The message is based on the first rule that matches the time the message is received. To change the precedence of a rule, click and hold the reorder icon (3 horizontal lines) next to the rule and drag it up (higher precedence) or down (lower precedence).

Examples of different use cases

For the use cases below, let's assume that we have set up 2 rules:

• If a patient messages you at any time between June 22, 2022, at 12AM and June 30, 2022, 11:59:59 PM, the auto-reply message will be: Hi there, I am on vacation and returning on July 1st. For urgent matters, please reach out to the clinic at support@my-clinic.com.
• If a patient messages you on Saturdays or Sundays, the auto-reply message will be: Hi there. You've reached us outside of our business hours. We will get back to you on Monday.

Case 1

The patient sends you a message on Saturday, June 26, 2022, at 11 AM. Since both rules match, only the first matching rule will trigger an auto-reply and the patient will receive an automated reply saying:  

Hi there, I am on vacation, returning on July 1st. For urgent matters, please reach out to the clinic at support@my-clinic.com.

If the patient sends more messages on Saturday, June 26, 2022, they will not receive any automated replies. If the patient sends a message on Sunday, June 27, 2022, they will receive a new automated reply (the same as above).

Case 2

The patient sends you a message on Saturday, July 2, 2022, at 11 AM. Since the first rule no longer matches, the second rule will trigger an auto-reply and the patient will receive an automated reply saying:  

Hi there. You've reached us outside of our business hours. We will get back to you on Monday.

If the patient sends more messages on Saturday, July 2, 2022, they will not receive any automated replies. If the patient sends a message on Sunday, July 3, 2022, they will receive a new automated reply (the same as above).

Case 3

You send a message to the patient on Saturday, June 26, 2022, and the patient replies to your message on the same day. The patient will not receive any automated replies.

If the patient sends another message on Sunday, June 27, 2022, they will receive an automated reply saying:

Hi there, I am on vacation, returning on July 1st. For urgent matters, please reach out to the clinic at support@my-clinic.com.