Event Messages in Patient Channels indicate that some action has occurred for the patient. Event Messages are recorded when:

1. A patient has taken action on an appointment (confirmed, rescheduled, canceled)

2. A Patient Channel Status is updated (opened, pending, closed). NOTE: Since Artera Harmony Federal Edition (AHFE) is only used for outgoing phone calls to patients, all Patient Channels within it will stay closed. 

3. Demographic information has been updated in the EMR

4. Conversation Flows start, end, timeout, or a patient response is captured

Event Messages are displayed in white boxes within Patient Channels and are not visible to patients. Event Messages are time-stamped and indicate who took the action (patient, an AHFE user, or automatically via AHFE's integration with your EMR). These messages are helpful for troubleshooting or understanding when and why a change occurred. 

Demographic Updates

Demographic updates include phone number or language preference changes that come through directly from AHFE's integration with your EMR.

Appointment Actions

Appointment actions that will populate an Event Message are “confirm”, “cancel”, and “reschedule”.

Channel Status Updates

If an AHFE user opens, closes, or marks a Patient Channel as pending, it will associate their name with that action within the Event Message. When AHFE automatically updates the Channel Status, you will see the action appear from "Artera-Bot". NOTE: Since AHFE is only used for outgoing phone calls to patients, all Patient Channels within it will stay closed. 

Voice Message Status

Click here for a complete list of the Event Messages that will display in a Patient's Channel when a phone call is made to them.

Conversation Flows Sessions

Event Messages appear when a Conversation Flow starts, expires, concludes, and when the patient selects a response to the prompt. Click here to learn more.