Broadcast Deliverability
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Let’s review the Broadcasts requirements and how those Broadcasts will be delivered to the patient based on their available contact methods and how the Broadcast messages were configured.
Deliverability
There is a daily limit of 3,000 total SMS Broadcast messages per day, per Practice. All Broadcast Messages are sent by your Enterprise's High-Volume Toll-Free number. This is done to increase deliverability and to prevent phone carriers from perceiving your phone number as spam. NOTE: Messages will be delivered from the High-Volume Toll-Free number, however, patient responses will be directed to the Line chosen.
If you attempt to send more than 3,000 total SMS Broadcast messages in a day for that Practice, you will receive the following error message:
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Limitations
There are additional limitations to be aware of when sending Broadcast messages:
- Broadcasts cannot be sent to Unverified Patients.
- Broadcasts cannot be prescheduled to send. They must be manually created and sent each time they are needed.
- You cannot add Forms or Attachments to Broadcasts.
- Broadcasts do not respect Patient Contact Preferences (see below).
- You can only use Event type Smart Phrases (i.e {eventProviderName} when creating a Broadcast in the Scheduled View. These Smart Phrases are not supported for Broadcasts created from the Recent Messages or Starred views.
Broadcast Message Delivery Method
Patient Contact Preferences
Broadcasts do not respect Contact Preferences, including Do Not Contact. It does respect a patient's SMS Consent Status.
Just like with Automations, a patient will never receive more than one message per Broadcast. If you create messages for all delivery methods within your Broadcast, Artera will follow the below hierarchy to deliver your message:
- Text
- Call
Patients only receive a call if Artera determines that the patient's phone number cannot receive text messages for some reason (i.e. if the number is a landline and has opted out of SMS). Additionally, patients will only receive an email if their phone number is invalid.
Broadcasts Delivery
The following tables indicate how the Broadcast will be delivered to a patient based on the Broadcast Message setup (i.e. does the Broadcast include messages for Text, Call, or Email) and the patient’s contact details:
Patient has Cell Phone
Patient has Cell Phone and Email
Patient has Cell Phone, Landline, and Email
Patient has Landline
Patient has Landline and Email
Patient has Email