Use Enterprise and Practice Holiday Hours to automatically reschedule Triggers to prevent automated phone calls from delivering to patients on a day you've defined as a holiday. This article focuses on Practice and Enterprise Holiday Hours.

How to Configure Holiday Hours

The process for adding Holiday Hours is the same at the Enterprise and Practice-levels. Below, we will review how to configure Holiday Hours at the Practice-level:

1. In AHFE, select the correct Practice from the Practice drop-down menu.

2. Navigate to Settings > Practice Settings > Practice Holiday Hours (or Settings > Enterprise Settings > Enterprise Holiday Hours). 

3. The Practice Holidays page displays all Holiday Hours in chronological order for that Practice and Enterprise.

4. Select + Add Holiday in the upper-right corner.

5. For information on the "My practice is open on this holiday" option, see the FAQs below.

6. If your Practice is closed on the holiday, select No for the "My Practice is open on this holiday" toggle. If it is open on that holiday, select "Yes". To learn about why, see the FAQs section below. Then, enter the Holiday Name, Start and End Dates, Start and End Times. If this is a recurring holiday, select Yes for the "recurring holiday" field. When ready, select Save Holiday.

NOTE: The Holiday Out of Office Message field does not apply to AHFE.

FAQs

How does the automatic Trigger rescheduling work?

The following information only applies to Practice and Enterprise Holiday Hours, Line Holiday Hours do not reschedule Trigger. If a scheduled Trigger is due to go out on a holiday, it will be pushed to prior or post-holiday, depending on how the Trigger is configured.

• If the Trigger is set to contact a patient before a given event, it will contact the patient before the holiday period.
  • Example: A patient has an appointment on December 26th. The Trigger is configured to be contact the patient 1 day before the appointment. Normally, this would contact the patient on December 25th, except that day has been set up as a holiday. So, the automated reminder will contact the patient on December 24th.
• If the Trigger is set to contact a patient after a given event, it will contact the patient after the holiday period only if the Trigger’s “Send only on Business Days” toggle is off.
  • Example: A patient had an appointment on December 24th. The Trigger is configured to contact the patient 1 day after the appointment. Normally, this would contact the patient on December 25th, except that day has been set up as a holiday. So, the automated reminder will contact the patient on December 26th.
  • NOTE: If the Trigger’s “Send only on Business Days” toggle is enabled, then the automated Trigger will contact the patient on the last business day prior to the holiday. 

When should Holiday Hours be configured?

When setting up Holiday Hours, it is important to do so at least 24-hours in advance. If the holiday is configured before the Start Time, Triggers will not fire during that holiday. To ensure that Triggers are rescheduled and fired prior to the holiday, they must be saved at least 24-hours prior to the Holiday Hours Start Time. 

Additionally, when using TCPA Hours or Business Days settings, there are further considerations to ensure that Triggers are properly rescheduled and fired before the holiday. The Trigger must be enabled 24-hours before the last open day leading up to your holiday. For instance, if the holiday falls on a Monday and your Triggers are set not to send on weekends and respect TCPA Hours, you should configure your Holiday Hours by Thursday at 9:00PM, prior to opening on Friday, to ensure your Triggers are sent in advance of Monday.

Which holiday will be respected if there is an overlap?

The system will respect overlapping Holidays in this order: Line, Practice, Enterprise.

What if one of my Practices is open during the holiday, but the rest of the Enterprise is closed?

For this scenario, we recommend setting up an Enterprise holiday for the duration of the closure. Then, for specific Practices (or Lines) that are opening during the holiday, you can create a holiday and select yes for the My Practice is open on this holiday option. As discussed above, AHFE will respect the most specific level of granularity when it comes to Holiday Hours.

What if I want Triggers to be sent during the holiday?

If you want Triggers to fire on the holiday, we recommend not setting up a holiday. Instead, update your Practice Hours.

1. In the Practice Settings menu, open Practice Settings.

2. Set your Open Time to 1:00 AM and Close Time to 1:01 AM.

3. On the next open business day, remember to update your Practice Hours first thing in the morning.

After a holiday passes, will it be removed from the Holiday Hours page?

Yes, once a holiday created at the Enterprise, Practice, or Line level has passed, it will be removed from the associated Holiday Hours page. This behavior excludes recurring holidays. 

Do Campaigns respect Holiday Hours?

No, Campaigns do not respect Holiday Hours. Campaigns respect the Practice's Business Hours and TCPA hours.