Artera allows you to communicate with patients in their preferred language. You can send Bulk Messages, Quick Responses, After-Hours Auto-Responses, Campaigns, Holiday Out-of-Office Messages, and Triggers in 109 languages. Artera uses Google Translate to support these translations. 

For a list of languages, refer to the individual features within Artera.

Language Preference Behavior

Patient language preferences are synced from your EMR and displayed in the Patient Facesheet. The Patient Facesheet will display any of the supported language values.  

When a patient's language preference is set in the EMR and you have the corresponding translatiosn configured in Artera, the patient will automatically receive messages in their preferred language. 

For example, if you have a Trigger configured in English, Spanish, and Arabic, a patient whose language preference is set to Arabic will receive that message in Arabic. 

Adding Translations

The process for adding translations is the same, regardless of whether you are including them in Campaigns, Holiday Hours, Triggers, or configuring your Practice and Default Settings. 
NOTE: The process differs slightly when adding a translation to a Bulk Message. Click here for more information.

Text

1. After you've finished writing your message, select + Add Translation.
   
   

2. Click into the "Search for languages..." dropdown menu and choose a language. Languages are listed alphabetically.
   
   

3. Your message from above will auto-translate to the language chosen. If your English message is unsecured, be sure to also unsecure the translated message by selecting the Lock icon. 
   

4. Artera uses an automated translation service, so we require that you verify the translation with a proficient speaker of the language. Select the checkbox to confirm.
   

5. Use the +Add Translation to add additional translations, as needed.

Call Messages

Translations to call messages are added using the same process described above.

23 total languages are supported for call messages delivered through Triggers, Campaigns, and Bulk Messages. It is important to note that Artera is limited to the languages supported by our text-to-speech provider, which is why we cannot currently support the same number of translations as text and email messages. 

The following languages are supported in call messages: 

Translation Limitation

Email

The process of adding translations to email is very similar to the process used for text. The subject line and the email template will automatically update once an additional language is selected.

Bulk Messages

The process of adding a translation to a Bulk Message varies slightly. Follow the steps below:

1. After you've finished writing your message, select EN.
   
2. A pop-up window will appear where you can search for and select multiple languages to translate the message into. Select the language(s) and choose Confirm.
   
3. Artera uses an automated translation service, so we require that you verify the translation with a proficient speaker of the language. Select the checkbox beneath each translation to confirm.
   
4. Translations to call and email messages are added using the same process described above.

Date-Related Smart Phrases

When using date-related Smart Phrases (listed below), automatic translations will occur for 82 of the supported languages. The date Smart Phrases for the remaining languages will appear in English when included in a message.

Date-related Smart Phrases: 

Unsupported Languages

The following languages do not support date-related Smart Phrases and will appear in English when included in a message:

Default Settings

When languages are successfully mapped from your EMR to Artera, the following Default Settings can be configured with translations in any of the supported languages: 

• Secure Message Copy
• Self-Rescheduling Message Copy
• {eventConfirmText} Smart Phrase Text
  • All supported language translations are available for this Smart Phrase when used in text Triggers and Quick Responses.
  • Only English, Spanish, and Russian are supported for this Smart Phrase when used in call messages.

Practice Settings

When languages are successfully mapped from your EMR to Artera, the following Practice Settings can be configured with translations in any of the supported languages:

• After-Hours Auto-Response (Practice and line-level)
• Secure Message Copy
• Self-Rescheduling Message Copy

{eventSelfScheduleAppt} Smart Phrase

When languages are successfully mapped, this Smart Phrase—used in the Self-Rescheduling workflows—will support the available languages. 

Manual Messages

Manual messaging is only available in the language written and no translation options are offered. However, if a user crafts a manual message in one of Artera's supported languages, any Smart Phrases that are included in that message will populate with the appropriate translations once the message is sent to the patient.  

NOTE: If your organization is a Harmony customer, then manual messages to patients can be translated by using Staff AI Co-Pilot. Inbound messages from patients can also be translated. Click here for more information.

Right-to-Left Language Support

When translating messages into languages that are written and read from right-to-left (RTL), such as Arabic or Hebrew, the translated message must be added in the appropriate direction. Keep the following limitations in mind when translating a message into RTL languages across Triggers, Bulk Messages, Campaigns, Holiday Hours, Quick Responses, Practice Settings, and Default Settings: 

• When adding a RTL-translated message, right-click within the Text Input box, select Writing Direction, and choose Right to Left. Then paste in the translated message (with or without Smart Phrases). This ensures that the message is written from right-to-left and is sent to the patient in the appropriate direction:

• When including phone numbers within a RTL-translated message, ensure the phone number does not include any periods, spaces, dashes, or any other special characters. This ensures that when the patient receives the message, the phone number is clickable on their mobile device:

Known Issues with RTL Translations:

Our Product Team is aware of the following issues that appear when including a RTL language translation and are in the process of implementing the appropriate enhancements to address these:

• Location Smart Phrase Use: When using a Location Smart Phrase in a translated RTL message, sometimes the location (address) may not be formatted correctly once the message is sent to the patient. As a workaround to this, ensure that the Location Smart Phrase is included within its own line in the message field, separate from the Arabic text. For example:

Limited or No Translation Support

Not all features within Artera can accommodate patient language preferences. A handful of features can only support a few languages.

Manual Messaging

Manual messaging is only available in the language written, no translation options are offered. 

Call-to-Text/Abandoned Calls

Today, Call-to-Text and Abandoned Call messages are sent to Unverified Patients. Since language preference cannot be associated with an Unverified Patient, the initial message will send in English. 

{eventConfirmLink}

This Smart Phrase only returns pages in English or Spanish. 

{eventConfirmText}

As mentioned above, when this Smart Phrase is included in voice calls, only English, Spanish, and Russian are supported. All languages are supported when included in text messages.

Reporting on Languages

The Extended Language Support (ELS): Appointment Response Rates Before & After dashboard is available exclusively through Artera Analytics Plus. This dashboard compares your Appointment Reminder response data before your team began to send messages in languages available through ELS and after, within the chosen non-English speaking patient population. 

Connect with your Customer Success Representative for information on how to have this dashboard added to your Artera Analytics Plus space.