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Keywords are critical to the function of the SMS Replies feature, as they are used to match a reply with the appropriate contact list or automatic appointment reminder.

EXACT can recognise multiple codes as a valid client reply. For example, you could configure EXACT to recognise all of these options as valid for a Confirmation SMS: YES, YIP, Y, YEAH, YAH, OK.

There are Guidelines for using keywords (on page 72).

To open the Keyword Settings screen, for configuring SMS Replies

The Keyword Settings button becomes active when you select a new or existing template:

Click the button to maintain keywords (see "Configuring Keywords for SMS Replies" on page 68) for that particular automatic appointment reminder, and the appropriate template is displayed with keyword management options, as in the example below:

For information on creating these templates please refer to the SMS Templates section.

To create Confirmation Keywords for SMS Replies

1. Click the List button (or press the key) to access the Manage Keywords dialog:

2. Use the two buttons at the lower right of the entry pane to add keywords and remove keywords from the Contact List.

3. To create a New keyword, click the button to display the Add Keyword dialog:

4. Click in the entry field, and start typing the new keyword; EXACT will immediately start evaluating what you type. It will compare it to existing keywords and keyword validation rules - as you type, a message is

displayed, according to validity

Keyword is valid:

...or otherwise (for example A keyword cannot be blank):

Message examples:

A Keyword cannot be blank

This is displayed (and the button is inactive) until some valid characters are typed in. <

comparing keywords, EXACT treats upper- and lower-case letters as equivalent. You can change the keyword (if it is less than 25 characters) by adding more letters or numbers to it to make it unique. Alternatively, if the existing keyword is no longer required in the contact or reminder list that uses it, delete it from there, or mark the other list as inactive.

A Keyword cant contain spaces

Remove any spaces in the keyword.

A Keyword can only contain letters and numbers

You have typed in a non-alphanumeric character; delete it or substitute another character.

5. Once you have typed a valid keyword, click the button to add it to the list.

6. Repeat the above steps to add more words, then click again to return to the Appointment Reminder

Reply dialog. The Keywords field will now show the changes you have made to the list of keywords. 7. Click in the checkbox next to any of the options you wish to apply:

Display in Manage Replies list

This will cause any SMS reply with a valid keyword to be added to the Manage Replies list for viewing (in addition to the auto-confirmation in the Appointment Book).

We do not recommend that you use this option, except for testing or monitoring purposes, as it will create extra work for you.

Note that per user you can tick the Show Completed checkbox in the above screen to achieve the same display.

Show as confirmed in the Appointment Book

A received keyword will automatically confirm the patients appointment by showing the handset icon in the <

appointment.

Send patient automatic confirmation of receipt

An SMS reply will be sent to the patient acknowledging receipt of their SMS. To do this, you will have to click in the Template field, and Use the button to select an existing template set up for this purpose, or create one.

NOTE: These additional SMSes that incur the standard SMS charges. To select a Template for the SMS:

To create Cancellation Keywords for SMS Replies

The process for this is the same as for Confirmation Keywords above.

When the patient replies with a cancellation keyword that matches the reminder SMS template (for example "No"), EXACT automatically removes that appointment from the Appointment Book and it won't be visible under the SMS Replies Tab unless you check the Show completed checkbox.

All cancellations are listed in the Cancels Tab: <

on page 12))

If you choose to automatically cancel the appointment in the appointment book, you can also select a

Cancellation Reason to be attached to this:

Or you can Add a New Cancellation reason:

Tip: Also set up cancellation keywords to be automatically added to the Manage Recalls list so that you can

follow up with the patient to make an alternative appointment.

Guidelines for using Keywords

To understand the EXACT options and limitations for Keyword settings

Guidelines for keywords:

 The keywords used must be unique to that list or reminder; they must not appear on any other active list.  Keywords cannot occur in a keyword list more than once.

 EXACT automatically cross-checks to ensure that when you create a new keyword or edit a keyword it is not already in use elsewhere.

 EXACT has facilities for editing or removing redundant keywords (see "Freeing Up Keywords" on page 74).  Keywords should reflect the word, text or number the practice requires the patient to return in the SMS reply.  Provide Keyword options for confirming an appointment or cancelling/not accepting.

 Each keyword can have up to 25 alphanumeric characters.

 Keywords cannot contain spaces (trailing and preceding spaces are trimmed in the 'Add Keywords' dialog and so are disregarded).

 The total length of all the keywords in a list cannot exceed 250 characters.

Managing Keywords for a Contact List

To manage SMS Replies Keywords for use with a patient contact list

When you have ensured EXACT is configured as in the previous sections, you can manage the keywords as follows:

1. Select 'Manage Contact Lists' from the 'Administration menu.

2. Highlight the contact list you wish to set up SMS Replies keywords for, and click the button in the bottom right-hand corner of the screen.

3. The "Information About Contact List" dialog will open, like the following example:

4. In the 'Keywords' field, click on the 'List' button (or press the key) to access the 'Manage Keywords' dialog:

5. The two buttons at the lower right of the entry pane are used to add keywords and remove keywords

from the Contact List. Click the button to add a new keyword, and the 'Add Keyword' dialog is displayed:

6. Click in the entry field, and start typing the new keyword; EXACT will immediately start evaluating what you type. It will compare it to existing keywords and keyword validation rules - as you type, a message is

displayed, according to validity ('Keyword is valid') or otherwise:

'A Keyword cannot be blank'

This is displayed (and the button is inactive) until some valid characters are typed in.

'You have already added that keyword; keywords are case-insensitive'

There is already another active contact list or appointment reminder list using that word. Also, when

comparing keywords, EXACT treats upper- and lower-case letters as equivalent. You can change the keyword (if it is less than 25 characters) by adding more letters or numbers to it to make it unique. Alternatively, if the existing keyword is no longer required in the contact or reminder list that uses it, delete it from there, or mark the other list as inactive.

'A Keyword can't contain spaces'

Remove any spaces in the keyword.

'A Keyword can only contain letters and numbers'

You have typed in a non-alphanumeric character; delete it or substitute another character.

7. Once you have typed a valid keyword, click the button to add it to the list.

8. Repeat steps 5 to 7 above to add more words, then click again to return to the "Information About Contact List" dialog. The Keywords field will now show the changes you have made to the list of keywords.

Freeing Up Keywords

To free up Keywords for further use with SMS Replies

If you wish to use a keyword for a contact list, but it is already in use elsewhere, you can delete the word from the original list, provided the list is either no longer active or not yet in use.

Alternatively, you can flag the original list as completed, which makes the keywords in that list redundant. Another alternative is to modify your intended keyword slightly (e.g., change the spelling, add letters or numbers to make it unique); for example, change CONFIRM to CONFIRM2.