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Table of Contents

Introduction

1 - Appointment Grouping

2- Contact Grouping

3 - Using Grouping

4 - FAQ

5 - Applies To

6 - Support

Introduction

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.

1 - Appointment Grouping

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.

2- Contact Grouping

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.

3 - Using Grouping

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>.”

4 - FAQ

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.

5 - Applies To

This applies to InphoniteVoice SaaS.

6 - Support

If you are unable to find answers to your questions, our Technical Support Department would be happy to help.

If you have an account with our Support Portal, please use the link below to open a support ticket. Otherwise, please email support@inphonite.com for assistance creating a Support Portal account.

- OPEN A SUPPORT CASE -

All requests received between 9:00am and 6:00pm Eastern (6:00am and 3:00pm Pacific), Monday through Friday, will be responded to within one day. Our Technical Support team responds to requests in the order received. Requests from customers with Elite support will be placed at the head of the queue and attended to by the next available Support Technician.

PLEASE NOTE: Before contacting our Technical Support Team, please review our article "Before You Contact Support".

For more tips and useful information, be sure to check out the Inphonite Blog, News, and YouTube.

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Keywords: messages, reminders, grouping