Event Messages in the Patient Channel show that an action has taken place.

Event Messages are added to a Patient's Channel when:

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

2. A Patient Channel Status is updated by a user (opened, closed)

3. A Patient Channel is marked as "Needs Action" by a user

4. Demographic information has been updated (e.g. patient phone number change)

5. A message fails to deliver (if the SMS Delivery Failure Default Setting is enabled)

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

Event Messages appear in the center of the Patient Channel and are not visible to the patient. Each message includes a timestamp and shows who performed the action, whether it was the patient, an Artera user, or via our integration with your EMR. These messages are useful for troubleshooting and understanding the timing and reason behind a change.

Demographic Updates

Demographic updates include phone number change, language preference change, or Portal Enrollment status (if integrated with Artera).

Appointment and Recall Actions

Appointment Actions that will populate the Event Message are "confirm", "cancel", "reschedule", or "view". If your Practice is also using Artera's Recall module, the available Recall actions include "completed" or "cancelled".

Channel Status Updates

If an Artera user opens, closes, or marks a Patient Channel as "Needs action," it will associate their name with that action within the Event Message. When Artera automatically updates the Channel Status, you will see the action appear from "Artera".

Voice Message Status

Click here for a complete list of the available call Event Messages. 

Multiple Patient Verification Request

This Event Message appears when there are multiple patients associated with the same phone number. 

Conversation Flows Sessions

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