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. Messages will not be sent if there's an issue with your pharmacy system integration.
  5. Patients under the age of 18 will always be excluded from campaigns. 
  6. We will not schedule messages if 3 or more messages have been made successfully to the same phone number and/or patient in the past 7 days.
  7. The calls/texts will be sent with no more than a 5 minute interval between each call/text.

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

Birthday Message Rules:

  1. Messages scheduled every day of the week including weekends.
  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. We will not schedule messages for patients/phone number that have a custom campaign scheduled for the future.

Refill Reminder Rules:

  1. Messages will be scheduled Tuesday - Friday.
  2. Messages will not be scheduled if it's a holiday.
  3. Messages only scheduled for maintenance medication.
  4. Messages scheduled for refills at least 3 days past due and less than 14 days past due.
  5. Messages will not be scheduled to phone numbers that already received a call in the past 7 days.
  6. Only the imported drug list from the pharmacy system is taken into account (manual changes to drug lists within Amplicare do not affect this campaign).
  7. Messages will auto-pause if the pharmacy system integration is detected to be inconsistent.
  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. Messages will not be scheduled for patients/phone numbers that have a custom campaign scheduled for the future.
  11. Some drugs don't qualify for refill reminders

First Fill Campaign Rules:

  1. Messages scheduled Monday - Friday.
  2. Messages will not go out on holidays.
  3. Messages will auto-pause if the pharmacy system integration is detected to be inconsistent.
  4. Messages scheduled for patients who have filled their very first prescription with the pharmacy.
  5. Only the imported drug list from the pharmacy system is taken into account (manual changes to drug lists within Amplicare do not affect this campaign).
  6. Messages are scheduled within the few days after their first fill.
  7. We will not not schedule messages for patients/phone number that have a custom campaign scheduled for the future.

Slipping Away Campaign Rules:

  1. Messages scheduled Tuesday - Friday.
  2. Messages will not go out on holidays.
  3. Messages scheduled for patients with a last fill date for a maintenance medication that was 4-6 months ago.
  4. Messages will auto-pause if the pharmacy system integration is detected to be inconsistent.
  5. Only the imported drug list from the pharmacy system is taken into account (manual changes to drug lists within Amplicare do not affect this campaign).
  6. We will not schedule messages to patients who have successfully received a Slipping Away message in the past 60 days.
  7. We will not schedule messages for patients/phone number that have a custom campaign scheduled for the future.

Custom Campaigns Rules: 

  1. Scheduled messages will not send out to more than 10 people within 10 minutes.
  2. Custom campaigns take priority. If a patient was recently called in the past 7 days through an automated campaign and a custom campaign is scheduled to go out to the same patient, the patient will still receive the call from the custom campaign.
  3. Patients can receive multiple messages within 7 days if they are setup as custom campaigns. 
  4. If there are patients with the same phone number, the call will only be scheduled to go out to the first patient listed.
  5. Beyond that, the rules will be determined by the filters that you use!

What's Next?

Click here to learn about the key features of Amplicare Connect!

Did this answer your question?