Cool-Down Period for SMS Messages
TopsDPX observes a "cool-down" period to prevent patients from receiving too many text messages from your practice in a short period of time. Here is how it works:
How long is the cool-down period?
- The cool-down period is six hours. A single phone number cannot receive more than one text message from the same sender within a six-hour period.
- If more than one reminder falls within the cool-down period, only the first queued reminder will be sent to the patient.
Is there a way to avoid the cool-down period?
- Smart Reminders, or custom reminders, do not follow the cool-down period rules.
- Note: Only Tops Ortho practices who use Reminders+ or Full DPX have Smart Reminders available.
How can I tell if a reminder is a Smart Reminder?
- Go to Comm > Tops Reminders.
- Go to Settings > Templates > Schedule.
- The schedule of all automated messages will appear on the left.
- Scroll down to the message you want to see and click the gear wheel icon to the right of its title.
- A Standard Reminder will display the word APPOINTMENTS under its title. Standard Reminders will observe the six hour cool-down period.
- A Smart Reminder will display the words SMART REMIND under its title. Smart Reminders will not observe the six hour cool-down period and will send according to the settings entered.
