This article reviews our universal rules for scheduling messages (calls and/or texts) and the rules for each type of automated campaign.

Universal rules:

  1. Data received up until the early morning determine which patients to call or text that day.
  2. Calls will not be scheduled if the patient is on the "Opt-Out" list.
  3. The pharmacy location is used to determine local time (not patient area code).
  4. If a campaign uses a text message, only send it to cell phones recognized in the patient profile. If no cell phone is present, instead use the selected call recording. 
  5. Messages will not be sent if there's an issue with your pharmacy system integration
  6. Never send messages for patients under the age of 18
  7. Do not schedule messages if 3 or more calls/texts (custom/auto campaigns) have been made successfully to the same phone number and/or patient in the past 7 days
  8. Custom campaign takes priority. If an automated campaign call/message is scheduled for today or the future, cancel that automated campaign call/message when scheduling this custom campaign

**Universal rules applies to both automated and custom campaigns**


Birthday Message Rules:

  1. Messages scheduled between 10am - 5pm, Mon - Sun
  2. Messages will not be scheduled if it's a holiday
  3. Messages will not be scheduled to patients who haven't filled in the past 95 days
  4. Do not schedule messages for patients/phone number that have a custom campaign scheduled for the future

Refill Reminder Rules:

  1. Messages scheduled between 10am - 5pm, Tues - Fri
  2. Messages will not be scheduled if it's a holiday
  3. Messages only scheduled for maintenance medication
  4. Messages will not be scheduled to phone numbers that already received a call in the past 7 days
  5. Only the imported drug list from the pharmacy system is taken into account (user changes to drug lists within Amplicare do not affect Refill Reminder message scheduling)
  6. Messages will auto-pause if the pharmacy system integration is detected to be inconsistent
  7. Messages scheduled for refills at least 2 days past due and less than 15 days past due
  8. Only one message is scheduled per each specific drug refill
  9. A message will only be scheduled if there isn't a valid refill in the last ten days for a drug within the same class code
  10. Do not schedule messages for patients/phone number that have a custom campaign scheduled for the future
  11. Some drugs don't qualify for refill reminders

First Fill Campaign Rules:

  1. Messages are only made between: 10am - 5pm, Mon - Fri
  2. Messages will not go out on holidays
  3. Messages will auto-pause if the pharmacy system integration is detected to be inconsistent
  4. Only the imported drug list from the pharmacy system is taken into account (user changes to drug lists within Amplicare do not affect Refill Reminder message scheduling)
  5. Schedule messages for patients who have just filled their very first prescription with the pharmacy
  6. Messages are made within a few days of first fill
  7. Do not schedule messages for patients/phone number that have a custom campaign scheduled for the future

Slipping Away Campaign Rules:

  1. Messages are only made between: 10am -5 pm, Tues - Fri
  2. Messages will not go out on holidays
  3. Messages will auto-pause if the pharmacy system integration is detected to be inconsistent
  4. Only the imported drug list from the pharmacy system is taken into account (user changes to drug lists within Amplicare do not affect Refill Reminder message scheduling)
  5. Schedule messages for patients who have filled a maintenance medication in past 150 days, but, have made no fills within the past 120 days
  6. Do not schedule messages to patients who have successfully received a Slipping Away message in the past 60 days.
  7. Do not schedule messages for patients/phone number that have a custom campaign scheduled for the future

Custom Campaigns Rules: 

  1. Only schedule messages between: 10am - 5pm
  2. Only schedule messages for today or tomorrow
  3. Scheduled messages will not send out to more than 10 people within 10 minutes
  4. Do not schedule messages if any calls/texts (custom campaign or auto campaign) have been made successfully to the same phone number and/or patient in the past 2 days
  5. Beyond that, the rules will be determined by the filters that you use

What's Next?

Click here to learn how to schedule campaigns!

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