When you check to see if you have scheduled calls or if those messages went out to your patients, there are different statuses shown for the scheduled calls or messages in the Message History. This article will further elaborate on what those statues mean.

Go to Message History in Campaigns and you can see the statues for each scheduled call or message. There are different sections that the Message History is organized by, which can be accessed at the top of the page. The All tab shows all calls and messages that you have scheduled since you started using Amplicare Connect. The Scheduled tab shows all calls and messages that you have scheduled to be sent out. The Canceled tab shows all calls and messages that have been canceled.

The Received tab hows all calls and messages that were answered by the patient, answered by the machine, or sent out to the patient, meaning that they have received the call or the message. You will see these statuses in this tab:

Calls

Person answered the call

The patient received the scheduled call and answered it.

Machine answered the call

The patient did not pick up the phone to answer the scheduled call and it went straight to voicemail.


Text Messages

Message left the carrier

The scheduled text message has been sent to the patient.

Message reached the patient

The scheduled text message was sent to the patient and they received it.

Message is queued

The scheduled text message is delayed and is in the process of sending to the patient. Once the message has been sent, the status will be updated accordingly.

The Not Received tab shows all calls and messages that were not answered by the patient or the machine, or had an error, meaning that the patient has not received the call or the message. You will see these statuses in this tab:

Calls

Patient did not answer

The patient did not pick up the phone to answer the scheduled call.

No recording found

A recording was not attached to the call when it was being scheduled.

Call service error

The scheduled call went out, but the line was busy.

Not processed due to unknown error

The scheduled call did not reach the patient due to an unknown error.

Invalid phone number

The phone number that was used to schedule the call was an invalid number.

Call not scheduled

The call cannot be scheduled for an unexpected reason.

Patient recently called

The patient has already received a scheduled call within the past 7 days. Click here to read more about the rules for sending calls through Amplicare Connect!

No eligible days found

The scheduled call will not be sent out to the patient if the call needs to be sent out in the next day and the next day is a holiday.

Calls cannot be scheduled to send out to patients on a holiday.

Patient opted out

The patient chose to opt out of receiving scheduled calls from your pharmacy. The patient has the option to opt back in at any time by contacting you.

Unstable integration detected

The scheduled call has been paused due to missing imported data. Please contact us by clicking on the blue chat button on the bottom right corner or email us at support@amplicare.com to resolve this issue.


Text Messages

SMS service error

The scheduled text message went out, but the patient did not receive it due to a service error.

Message is blank or too long

The scheduled text message didn't contain a message in it or it went over the character limit.

Patient messaged recently

The patient has already received a scheduled text message within the past 7 days. Click here to read more about the rules for sending messages through Amplicare Connect!

SMS not scheduled

The text message cannot be scheduled for an unexpected reason.

What's Next?

Now that you have knowledge on what these statuses mean, click here to learn more about using the Message History in Amplicare Connect!

Did this answer your question?