Smart Phrases | AHFE

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How do Smart Phrases Work? Using Smart Phrases Smart Phrase Dictionary

NOTE: This article is only for Artera Harmony Federal Edition customers.

Use Smart Phrases to create personalized calls to patients. Smart Phrases, like shortcuts, allow a Practice to customize phone calls made to patients across Artera Harmony Federal Edition (AHFE).

How do Smart Phrases work?

When created, call messages appear with the generic Smart Phrase placeholder but will populate with the related data sent to AHFE from your EMR. These dynamic phrases tailor to each patient's information when used in Triggers, Campaigns, Quick Responses, or manual outreach.

Call Message Configured in AHFE	Call to Patient
Hi {clientFirstName}, this is {practiceName}. Your appt is on {eventDateAtTime}. We look forward to seeing you then!	Hi John, this is Menlo Medical. Your appt is on Friday August 29th 2025 at 3:30pm. We look forward to seeing you then!

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Smart Phrases and Translations

Smart Phrases do not auto-translate based on a patient's language preference alone. A translated message must be explicitly configured for translation of an included Smart Phrase to take effect.

Using Smart Phrases

Smart Phrases can be used to customize Triggers, Quick Responses, Campaigns, and manual phone calls.

Add one or more Smart Phrases to a call message by selecting the curly brackets icon.
When a Smart Phrase is added to the message, it will display the Smart Phrase between two curly brackets. For example, if you select the {clientFirstName} Smart Phrase, this is what will display in the call message rather than the patient's first name.
Once the call message is made to the patient, the relevant data for the Smart Phrase will be populated in the message displayed within the Patient’s Channel and will be read appropriately to the patient.

Smart Phrase Dictionary

Patient Smart Phrases

These Smart Phrases are populated from the patient demographic information integrated into AHFE from your EMR:

Smart Phrase	Example
{clientFirstName}	John or Anne Marie NOTE: If the necessary integration work has been completed to support Preferred Names, this Smart Phrase will populate with a patient's Preferred First Name, if available. If the patient does not have a Preferred First Name, the Smart Phrase will populate with the patient's Legal First Name instead. Click here to learn more.
{clientLastName}	Smith NOTE: If the necessary integration work has been completed to support Preferred Names, this Smart Phrase will populate with a patient's Preferred Last Name, if available (one-off cases in which patients have Preferred Last Names). If the patient does not have a Preferred Last Name, the Smart Phrase will populate with the patient's Legal Last Name instead. Click here to learn more.
{clientFirstNameProperCase}	JOHN becomes John. Anne Marie becomes Anne marie NOTE: If the necessary integration work has been completed to support Preferred Names, this Smart Phrase will populate with a patient's Preferred First Name, if available. If the patient does not have a Preferred First Name, the Smart Phrase will populate with the patient's Legal First Name instead. Click here to learn more.
{clientLastNameProperCase}	SMITH becomes Smith NOTE: If the necessary integration work has been completed to support Preferred Names, this Smart Phrase will populate with a patient's Preferred Last Name, if available (one-off cases in which patients have Preferred Last Names). If the patient does not have a Preferred Last Name, the Smart Phrase will populate with the patient's Legal Last Name instead. Click here to learn more.
{clientLegalFirstName}	John or Anne Marie NOTE: If the necessary integration work has been completed to support Preferred Names but you need to use a patient's Legal Name in messaging, use this Smart Phrase. This Smart Phrase will always use the patient's Legal First Name, regardless of if a Preferred First Name is available. Click here to learn more.
{clientLegalLastName}	Smith NOTE: If the necessary integration work has been completed to support Preferred Names but you need to use a patient's Legal Name in messaging, use this Smart Phrase. This Smart Phrase will always use the patient's Legal Last Name, regardless of if a Preferred Last Name is available. Click here to learn more.
{clientLegalFirstNameProperCase}	JOHN becomes John. Anne Marie becomes Anne marie NOTE: If the necessary integration work has been completed to support Preferred Names but you need to use a patient's Legal Name in messaging, use this Smart Phrase. This Smart Phrase will always use the patient's Legal First Name, regardless of if a Preferred First Name is available. Click here to learn more.
{clientLegalLastNameProperCase}	SMITH becomes Smith NOTE: If the necessary integration work has been completed to support Preferred Names but you need to use a patient's Legal Name in messaging, use this Smart Phrase. This Smart Phrase will always use the patient's Legal Last Name, regardless of if a Preferred Last Name is available. Click here to learn more.
{clientPhoneNumber}	(555) 555-5555
{clientEmailAddress}	j.smith@gmail.com
{clientExId}	The patient's MRN from your EMR: 12398756 NOTE: This Smart Phrase is not available in the Smart Phrases menu. It must be manually inserted into a message.
{loginLink}	Link to AHFE's Secure Messaging Portal. NOTE: This Smart Phrase is not applicable to AHFE.
{clientMRN}	The patient's MRN from your EHR. Displays nothing if no MRN is on file.
{clientPortalToken}	A secure token used to build the patient's portal link.
{clientZIPCode}	The patient's home ZIP code.
{clientZIPCode5}	The patient's home ZIP code, shortened to the first 5 digits.
{clientHomeAddress}	The patient's full home address (street, city, state, and ZIP).
{clientShippingAddress}	The patient's shipping address (street, city, state, and ZIP).
{clientShippingZIPCode}	The patient's full shipping ZIP code.
{clientShippingZIPCode5}	The patient's shipping ZIP code, shortened to the first 5 digits.

Staff Smart Phrases

These Smart Phrases populate with the information of the AHFE user who manually initiates a phone call to the patient. NOTE: These Smart Phrases will likely not be used heavily by AHFE users.

Smart Phrase	Example
{staffFirstName}	Kinsley
{staffLastName}	Jones

General Smart Phrases

These Smart Phrases are tied to your AHFE Enterprise and populate with information pulled from your AHFE platform:

Smart Phrase	Example	Details
{lineName}	Diagnostic Radiology	The name of the line that the phone call to the patient is sent from.
{wellPhone}	555-555-5555	The phone number for the line being used to send the phone call to the patient.
{practiceName}	Menlo Medical Center	The name of the AHFE Practice that the phone call is being sent from.
{enterpriseName}	Menlo Health Group	The name of the Enterprise sending the phone call to the patient; typically the name of your organization.

Event Smart Phrases

These Smart Phrases are related to the patient’s appointment. It is important to keep a few things in mind when using Event Smart Phrases (e.g. {eventDateAtTime}) in outbound calls:

Event Smart Phrases can be used in Triggers and in manual phone calls to patients. Event Smart Phrases cannot be used in Campaigns. Event Smart Phrases can also be used in Conversation Flows. However, when configuring a Conversation Flow that includes Event Smart Phrases, the Conversation's Smart Phrase trigger must start with the word "Event". Click here for more details.
When initiating manual phone calls to patients that include an Event Smart Phrase, the Smart Phrase will populate with the patient's first upcoming appointment. So, if the patient has more than one upcoming appointment in the Practice, the soonest appointment details will be populated in the phone call.
- Additionally, if the patient does not have an upcoming appointment scheduled and an Event Smart Phrase is included in the call message, the call will not be made to the patient. You can confirm if a patient has an upcoming appointment by checking the Events section of their Patient Facesheet.
For Triggers, the Event Smart Phrase automatically inserts appointment details for the Event that activated the Trigger.

Event Categories

The Event Smart Phrases section contains the following Smart Phrases Each:

Smart Phrase	Example	Details
{eventName}	i.e. CONSULT, CT-SCAN, MAMMOGRAM	The name of the Event/appointment. This can be updated to be more patient-friendly.
{eventProviderName}	Dr. Gupta, Alex Gupta	The name of the provider the Event is booked with.
{eventExId}	864v32	ID of the event/appointment from the EMR
{eventModality}	CT Scan, Follow-Up, Consult	This is often referred to as the appointment Event Type. The modality is not integrated from your EMR but can be manually populated within the Event to provide a more patient-friendly name.
{eventLocationName}	AHFE Gastroenterology - Chicago	Name of the location associated with appointment (Event) as defined in your EMR and is the name of the Location where the patient's appointment is scheduled.
{eventAltLocName}	AHFE GI	This alternate location name is intended to be used as the HIPAA-compliant patient-facing Location name. Example: "AHFE Gastroenterology - Chicago" is the location name, and the Alternate Event Location Name can display "AHFE GI". NOTE: This field must be mapped by the AHFE team prior to using this Smart Phrase. This field is not viewable within the platform.
{eventGroupName}	AHFE Healthcare	Group Name is intended to be used as the higher grouping to provide more discretion in Triggers, when needed. NOTE: This field must be mapped by the AHFE team prior to use.
{eventLocationAddress}	321 Main St. Ste 123, Beverly Hills, CA, 90035	The physical address of the location (including room/suite number and zip code) where the patient's appointment is scheduled. This information can also be updated in AHFE to provide additional information like "Take the elevator to the 3rd Floor."
{eventLocationPhoneNumber}	(321) 543-3210	The phone number associated with the location where the appointment is scheduled and could be different than {wellPhone}.
{eventInstructions}	Please bring all paperwork.	This field is not integrated from your EMR and can be manually added into the Event in AHFE. NOTE: Event Instructions do not support translations. Instructions will be read to patients exactly as they appear in AHFE, regardless of the patient's language preference.
{eventDate}	Friday August 29th 2025
{eventDateShort}	Friday Aug 29
{eventDateAtTime}	Friday August 29th 2025 at 3:15pm
{eventDateAtTimeShort}	Fri Aug 29 2025, 3:15pm
{eventArrivalTime}	11:35am (for an 11:45am appointment)	If your integration supports sending the arrival time as listed on the appointment in your EMR, this Smart Phrase will populate with that arrival time. For example, if your visits have an arrival time of 10 minutes before the appointment time, you can use this Smart Phrase to populate that time instead of the appointment time. NOTE: If your call messages include this Smart Phrase but a patient's appointment does not indicate an Arrival Time, the Smart Phrase will populate with the patient's actual appointment time instead.
{eventArrivalTime15}	11:30am (for an 11:45am appointment) Arrival time X number of minutes before Appointment Time. Example: {eventArrivalTime20} shows 3:10pm for a 3:30pm appointment.	Arrival time 15 minutes before appointment time.
{eventArrivalTime30}	11:15am (for an 11:45 am appointment)	Arrival time 30 minutes before appointment time.
{eventArrivalTimeXX}	Arrival time X number of minutes before Appointment Time. Example: {eventArrivalTime20} shows 3:10pm for a 3:30pm appointment.	You must choose this Smart Phrase by clicking on the Smart Phrase icon and locating it in the list (not by typing it in). This opens a dialog box, allowing you to enter the minutes represented by XX.
{eventArrivalOffset}	15 (Based on eventDateAtTime)
{eventStartTime30}	If an appointment is at 9:35 or 9:40am, this will display as 9:30am	Arrival time at the top or half of the hour before appointment time.
{eventStartTime60}	If an appointment is at 9:35 or 9:40am, this will display as 9:00am	Arrival time at the top of the hour before appointment time.
{eventConfirmLink}	To confirm your visit please press 1, to cancel your visit please press 5, to repeat this message please press 9	Asks patient to confirm or cancel appointment (behaves the same as {eventConfirmText} Smart Phrase when used in call messages)
{eventConfirmText}	To confirm your visit please press 1, to cancel your visit please press 5, to repeat this message please press 9	Asks patient to confirm or cancel appointment (behaves the same as {eventConfirmLink} Smart Phrase when used in call messages)
{eventMapLink}	Includes map of patient's appointment location (only applicable when used in text message outreach)	Ensure the address is accurate under the location. This uses the same address details that {eventLocationAddress} uses.
{eventTelehealthVisit}	Includes telehealth visit link within text message to patient	This is only available once you have integrated your Telehealth vendor with AHFE.
{eventPreCheckInLink}	Displays the pre-check-in URL from the partner system for the patient's appointment within text messages to patient.	NOTE: This must be configured before use.
{eventLocationExId}	123456	The external ID (ID from your EMR) of the location associated with the Event
{apptDateAtTimeShort}	The appointment date and time in short format. Same result as {eventDateAtTimeShort}.
{eventStartTimeISO}	The appointment start time in a standardized (ISO 8601) format, formatted for use in links.
{eventPatientTimezone}	The patient's time zone abbreviation (for example, ET, CT, MT, or PT).
{eventProviderNameUTF}	The provider's name formatted for use in a link.
{eventProviderId}	The provider's ID from your EHR.
{eventProviderNameCustomPronunciation}	A custom pronunciation of the provider's name, used in voice calls.
{eventLocation}	The appointment location name. Same result as {eventLocationName}.
{eventLocationLink}	A shortened map link for the location. Appears only when a map link is configured.
{eventLyftLink}	A Lyft link with the appointment location set as the destination.
{eventUberLink}	An Uber link with the appointment location set as the destination.
{eventGeneralName}	The name of a general resource booked for the appointment.
{eventGeneralId}	The ID of a general resource booked for the appointment.
{eventDeviceName}	The name of a device resource booked for the appointment.
{eventDeviceId}	The ID of a device resource booked for the appointment.
{eventRepugen}	A reputation-management link or message provided through the Repugen integration.
{confirm}	The confirmation reply prompt (for example, "Reply Y to confirm"). Legacy version of {eventConfirmText}.
{eventCreatedAtDate}	For recall messages only: the date the recall was created, including the year.
{eventCreatedAtDateShort}	For recall messages only: the date the recall was created, without the year.
{eventCreatedAtDateAtTime}	For recall messages only: the date and time the recall was created.

Event — Partner Integrations

Smart Phrase	Example
{eventPartnerPreCheckIn}	A pre-check-in link provided by a connected partner system.
{eventPartnerPostApptRx}	A post-appointment prescription notes link provided by a connected partner system.
{eventPartnerCheckIn}	A check-in link provided by a connected partner system.
{eventPartnerTelehealth}	A telehealth visit link provided by a connected partner system.
{eventPartnerRescheduling}	A rescheduling link provided by a connected partner system (such as Relatient).

Self-Scheduling Smart Phrases

Smart Phrase	Example
{selfScheduleApptOptions}	A numbered list of available appointment times offered to the patient.
{selfScheduleApptDateAtTime}	The appointment time the patient selected, in full date and time format.
{selfScheduleApptDateAtTimeShort}	The appointment time the patient selected, in short date and time format.
{eventSelfScheduleAppt}	Full self-scheduling message (paragraph including link, varies by type)
{eventSelfScheduleLink}	The shortened scheduling URL only

Referral Smart Phrases

Smart Phrase	Example
{referralTypeName}	The type of referral (for example, "Consultation").
{referralToSpecialty}	The specialty the patient is being referred to (for example, "Cardiology").
{referralExId}	The referral's ID from your EHR.
{referralEffectiveDate}	The date the referral becomes effective, including the year.
{referralEffectiveDateShort}	The date the referral becomes effective, without the year.
{referralExpirationDate}	The date the referral expires, including the year.
{referralExpirationDateShort}	The date the referral expires, without the year.
{referralCreatedAtDate}	The date the referral was created, including the year.
{referralCreatedAtDateShort}	The date the referral was created, without the year.
{referralCreatedAtDateAtTime}	The date and time the referral was created.
{referralByProviderName}	The name of the provider who made the referral.
{referralByProviderNameCustomPronunciation}	A custom pronunciation of the referring provider's name, used in voice calls.
{referralToProviderName}	The name of the provider the patient is being referred to.
{referralToProviderNameCustomPronunciation}	A custom pronunciation of the referred-to provider's name, used in voice calls.
{referralByLocationName}	The name of the location that made the referral.
{referralByLocationAddress}	The full address of the location that made the referral.
{referralByLocationPhoneNumber}	The phone number of the location that made the referral.
{referralByLocationMapLink}	A shortened map link for the referring location.
{referralByLocationLink}	A shortened link for the referring location.
{referralToLocationName}	The name of the location the patient is being referred to.
{referralToLocationAddress}	The full address of the location the patient is being referred to.
{referralToLocationPhoneNumber}	The phone number of the location the patient is being referred to.
{referralToLocationMapLink}	A shortened map link for the referred-to location.
{referralToLocationLink}	A shortened link for the referred-to location.
{referralExternalLocationName}	The name of an external referral location.
{referralExternalLocationPhone}	The phone number of an external referral location.
{referralExternalAuthNumber}	The authorization number for an external referral.
{referralExternalProviderName}	The name of an external referral provider.

Discharge Smart Phrases

Smart Phrase	Example
{dischargeService}	The service the patient was seen by (for example, "Pulmonary Service").
{dischargeAtLocationName}	The name of the location where the patient was discharged.
{dischargeAtLocationPhoneNumber}	The phone number for the discharge location.
{dischargeDisposition}	The patient's discharge disposition.
{dischargeRiskLevel}	The patient's discharge risk level (for example, "Severe").
{dischargeDiagnoses}	A comma-separated list of the patient's discharge diagnoses.
{dischargeProcedures}	A comma-separated list of the patient's discharge procedures.
{dischargePartnerRx}	A prescription notes link provided by a connected partner system.

Voice / IVR Smart Phrases

Smart Phrase	Example
{pause(1)}	Adds a 1-second pause during a voice call.
{pause(2)}	Adds a 2-second pause during a voice call.
{pause(3)}	Adds a 3-second pause during a voice call.
{conversationFlowsDateOfBirth}	The patient's date of birth as they entered it during an IVR call, repeated back to confirm their identity.
{conversationFlowsEdipi}	The patient's EDIPI number as they entered it during an IVR call.
{conversationFlowsPrescriptionNumber}	The prescription number the patient entered during an IVR call.

NOTE: If the Include Timezone in Smart Phrases Practice Setting is enabled, time-related Event Smart Phrases will be read with the timezone at the end of the call message. For example, {eventDateAtTimeShort} will be read as: Friday August 29th 2025 at 3:10pm PDT.

Prescription Smart Phrases

Smart Phrase	Example
{prescriptionExId}	The prescription's ID number from your pharmacy system.
{prescriptionName}	The name of the prescription.
{prescriptionNumber}	The prescription (Rx) number.
{prescriptionLocationInstructions}	Custom instructions for the pharmacy location.
{prescriptionLocationName}	The name of the pharmacy location.
{prescriptionLocationAddress}	The full address of the pharmacy location.
{prescriptionLocationPhone}	The pharmacy location's phone number.
{prescriptionStatus}	The current status of the prescription.
{prescriptionBeginDate}	The date the prescription begins.
{prescriptionExpirationDate}	The date the prescription expires.
{prescriptionOriginalRefills}	The number of refills the prescription started with.
{prescriptionRefillsRemaining}	The number of refills the patient has left.
{prescriptionPrescribingPhysician}	The name of the physician who wrote the prescription.
{prescriptionMedicationSchedule}	The medication schedule.
{prescriptionMedicationCode}	The medication code, such as an NDC number.
{prescriptionMedicationName}	The name of the medication.
{prescriptionAuxiliaryInstructions}	Extra label instructions or warnings for the medication.
{prescriptionRefillAvailable}	The next date the prescription can be refilled.
{prescriptionCreatedAtDate}	The date the prescription was created, including the year.
{prescriptionCreatedAtDateShort}	The date the prescription was created, without the year.
{prescriptionCreatedAtDateAtTime}	The date and time the prescription was created.
{practicePrescriptionProcessingTimeDays}	The number of days your practice takes to process a prescription (7 by default).

Dispense Smart Phrases

Smart Phrase	Example
{dispenseExId}	The dispense record's ID number from your pharmacy system.
{dispenseNotPerformedReason}	The reason a dispense was not completed.
{dispenseLocationInstructions}	Custom instructions for the dispense location.
{dispenseLocationName}	The name of the dispense location.
{dispenseLocationAddress}	The full address of the dispense location.
{dispenseLocationPhone}	The dispense location's phone number.
{dispenseAvailableForPickupDate}	The date the medication is ready for pickup.
{dispenseShippingStatus}	The shipping status of the medication.
{dispenseShippingTrackingNumber}	The shipping tracking number.
{dispenseExpectedDeliveryDate}	The expected delivery date.
{dispenseStatus}	The current status of the dispense.
{dispenseRefillNumber}	The refill number for this dispense.
{dispenseQuantity}	The amount of medication dispensed.
{dispenseUnits}	The units for the amount dispensed, such as tablets or mL.
{dispenseShippingCarrier}	The shipping carrier's name.
{dispenseDaysSupply}	How many days the dispensed medication will last.
{dispenseInstructions}	Instructions for the dispensed medication.
{dispenseDosageInstructions}	Dosage instructions for the dispensed medication.
{dispenseCreatedAtDate}	The date the dispense was created, including the year.
{dispenseCreatedAtDateShort}	The date the dispense was created, without the year.
{dispenseCreatedAtDateAtTime}	The date and time the dispense was created.

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