Confirmations Configuration Guide

Key configuration options | Example | Before going live

The Confirmations module is FrontOffice+'s primary configuration hub for outbound operational rules, including time management, event handling, staff notifications, and system default language settings.

Key configuration options

Time management

• Confirmation Lead Time: Sets how many days before an appointment FrontOffice+ begins sending confirmation SMS messages.
• Cancellation Cut-off: Defines the timeframe policy for cancellations. If a cancellation falls outside policy rules, FrontOffice+ prompts the patient to call the office directly without offering rescheduling options.
• AI Assistant Working Days & Hours: Specific days of the week and daily hours when FrontOffice+ can send messages to patients.
• Scheduling Days & Hours: Days of the week and daily hours when the practice is open for business.
• Start Time for New Appointment Slots: Time interval increments (for example, on the hour, :15, :20, or :30) offered when proposing new available appointment slots.

Event management

• Exclude Appointment Profiles, Location, or Providers: Filters to select specific visit types, clinic locations, or providers that FrontOffice+ should not manage or should ignore.
• Cancellation Feedback & Parameterized: Configures whether FrontOffice+ asks patients for feedback or a standardized reason when declining or canceling an appointment.

Notifications

• Second Confirmation Lead Time: Lead time to send a second confirmation reminder if the patient hasn't responded to the initial message.

Notifications sent to staff

• Operational and scheduling alerts: Configure email addresses to receive notifications for patient declinations, cancellation issues, invalid data, or booking technical errors.
• Periodic reports: Options to turn on automated Daily Reports or Weekly Reports sent directly to administrative email addresses.

Example

• Scenario: A clinic needs confirmation texts to start 3 days before the appointment, messages sent strictly during business hours, and weekly summary reports delivered to the practice manager.
• Setup: In Time Management, set Confirmation Lead Time to 3 days and select allowed working days and hours. Under Notifications Sent to Staff, turn on Weekly Report and enter the manager's email.
• Outcome: FrontOffice+ performs outreach within approved operational windows and delivers a consolidated weekly summary via email.

Before going live

Confirm:

• Messaging window: AI Assistant Working Days & Hours are configured to avoid sending late-night or off-hours messages.
• Staff emails: Email addresses under Notifications Sent to Staff are entered correctly to receive critical alerts.