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Grouping allows reminders for multiple appointments to be sent in a single message. Reminders can be grouped in one of two ways: appointment-based grouping or contact-based grouping. The method used for grouping messages is set for each rule in use via a dropdown menu selection.
Appointment Grouping allows multiple appointments for the same contact to be grouped together. This can be used to send a single reminder message when a contact has multiple appointments on a single day. Below is an example reminder message using appointment grouping that has reminders for 2 appointments on the same day for a single contact.
Contact Grouping allows multiple contacts with appointments on the same day that share a matching phone number or email to have their appointments grouped together. An example use for contact grouping would be when multiple family members that share a phone number and have appointments on the same day. Below is an example reminder message using contact grouping that includes reminders for 2 appointments on the same day for separate contacts that share a matching phone number.
Grouping is activated on a rule by rule basis. For each rule that should use grouped messages, the rule will need to be edited and one of the two forms of grouping will need to be selected via a dropdown menu.
In the Rules Engine, we can find the Message Grouping setting in the “Notification Plan” section of any rule, below the Actions tables as shown below.
We can select either Contact Grouping or Appointment Grouping from this dropdown, or disable Grouping entirely.
Looking at the queue, grouped messages are labelled in the “State” column.
We can also see when messages were grouped in Reports by looking at the “Final Result” column. A reminder that was grouped with another reminder will state, “Grouped with <Name of Contact That Received the Message>.”
Question: Can grouping be used for voice, text, and email messages?
Answer: Yes! Either form of grouping can be used with text, email, and voice messages.
Question: Can a reminder recipient confirm or cancel each reminder individually?
Answer: No, if a recipient sends a confirm or cancel response to a grouped message, that response will be applied to each of the appointments.
This applies to InphoniteVoice SaaS.
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Keywords: messages, reminders, grouping