--- title: "Sending an Instant Message to contacts" canonical: "https://support.inphonite.com/space/KBPUB/1068433409/Sending%20an%20Instant%20Message%20to%20contacts" format: markdown --- # Introduction Inphonite supports Instant Messaging. Instant Messages can be sent to patients utilizing the regular appointment schedule and patient list or data that has already been shared with Inphonite. Some use case scenarios include: notifications for office closures, inclement weather, or other types of messages that will inform patients of actions they need to take regarding the status of your facility. # Access Instant Message > ⚠️ There are two methods for accessing *Instant Message*. Follow the first two steps on either the left or the right below. Both will take you to the same place. > ✅ 3.) You’ll be immediately brought front and center to the Instant Message Wizard. ![image-20240227-160649.png](media://4c88a064-5b9e-43ec-a331-19562d1beca4) # Sending an Instant Message Now that you’ve gotten to the Instant Message part of the site, click on *Send an Instant Message*. This will bring up a new form to be completed. ## Instant Message ![image-20240610-193630.png](media://4658b0f5-0ca6-4b97-8605-09aea563761d) ## Delivery Method Select your best option from the drop-down. > ℹ️ Choosing the *Delivery Method* that works best for you and your patients will ensure that your patients are notified of the relevant information regarding the status of their appointment. > ❌ ***Instant messages***** are only delivered once per contact per instant message.** This means that despite the attempt hierarchy, if a message is determined to be delivered, the contact will be marked as completed and we will move on to the next contact. ![image](media://fa52f458-39d2-4cf6-b8b8-0cad9c851f8b) | **Delivery Method** | **Description** | | --- | --- | | **Text with Voice fall-back** | > ⚠️ ***Text with Voice fall-back***** is the ideal method for sending your notification.** This method will first attempt a text message and if a text cannot be delivered, it will attempt a phone call. | | **Text only** | > ⚠️ Sends a text to the contact | | **Voice only** | > ⚠️ Sends a phone call to the contact | ![image](media://3099ce76-234f-4d90-82db-07a5a3f18c67) ## Delivery time-frame Select which time frame to send messages. > 📝 There are three options for when you can send an *Instant Message*. In most situations, *As soon as possible* is the best option to select. If none of these options meet your needs, an Instant Message is not the best tool for whatever you are trying to do. ![image](media://23b03676-c0f3-48da-b3c8-d35ad7cc0e4c) | **Delivery time-frame** | | --- | | As soon as possible | | Today (9:00 AM to 5:00 PM) | | Tonight (5:00 PM to 8:00 PM) | ![image](media://2c532907-9f7d-441c-be9a-012408354080) ## Filter Consider and choose which group of people to send messages to. > 📝 Filter allows the user to control who receives this quick message. One example of using the filter correctly would be sending to any patient with that same day’s appointment, such as in the case of an unplanned office closure, for instance. > ❌ Data in the filter field has to be the exact string of characters as the data you export. For example, if you are filtering based on Provider and you may colloquially refer to the provider as first name last name, but the way your data is exported from your records system may be last name, first name, and Title. So, be certain that the fields match your exports. If you are uncertain about how your data will appear when it is exported from your database, please contact support. ![image](media://67e8d767-dbe7-4e83-8b35-0cfd8af5f477) > ⚠️ Keep in mind there may be fields in your data that are mapped entirely differently in Art of Chat. In most cases, **Provider is mapped to Appointment Custom Field 1**, **Location is mapped to Appointment Custom Field 2**, and **Reason/Appointment type is mapped to Appointment Custom Field 3.** | **Filter Value** | | --- | | [Group] | | [Provider] | | Appointment Custom Field | | Contact Custom Field | ## “Send messages that match appointments on a specific date?” Select this and enter the correct appointment date for the people you want to message. An example would be if the provider is out sick today and you need to notify everyone immediately, then you would enter today’s date. > 📝 *Send messages that match appointments on a specific date *allows you to select the appointment date for the group of people you want to message. If this box is not checked, *all *contacts will receive a message. If the box is checked, only patients scheduled on the date will be contacted. ## Message Enter the message! Whatever you want to say goes here. > 📝 Include all of the relevant information in your notification. > 📝 > 📝 > 📝 - Who is the message from? > 📝 - What is the purpose of this message and is the sentiment reflected in this message? > 📝 - Are there any action items the patient needs to take; how, and when must they be completed? > 📝 - Is there a phone number the patient needs to call? > 📝 - Remember that appointment changes are inconveniences to everyone. Are polite niceties included? > ⚠️ If you’re using *Text with Voice fall-back as your *delivery method, keep in mind that some patients may not understand your message if it's not formatted in complete sentences as they will be hearing this message instead of reading it. Be careful when using abbreviations and consider brief sentences that both look and sound good. ## Preview and Send ![image-20240610-201051.png](media://80fa42f7-8f14-4bc9-8bd8-a99d64c94cc3) ## Close --- # Support If you are unable to find answers to your questions, our Technical Support Department is here to help. **Contact Us:** - **Email:** [support@inphonite.com](mailto:support@inphonite.com) to open a support ticket. **Support Hours:** - **Eastern Time:** 9:00 AM - 6:00 PM - **Pacific Time:** 6:00 AM - 3:00 PM - **Days:** Monday through Friday All requests will be responded to within one business day. Our Technical Support team addresses requests in the order they are received. Customers with Elite support will be prioritized 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](https://support.inphonite.com/space/KBPUB/56950798/Before+You+Contact+Support). For more tips and useful information check out our other resources**:** ● [Inphonite Blog](https://www.inphonite.com/resources/blog) ● [News](https://www.inphonite.com/resources/news) ● [YouTube](https://www.youtube.com/user/inphonite)