Troubleshooting Reminders
If you're having issues with Yapi Leap's Appointment Reminders or Recall Reminders, click below for troubleshooting instructions.
If your appointment or recall reminders aren't sending to patients, follow the steps below to troubleshoot.
Important
Only users with Admin privileges can perform this task.
In the left-hand menu, click Settings and select Practice Settings.
Next:
If you're having issues with Appointment Reminders: Select Patient Reminders. This will automatically open the Appointment Reminders tab on the Patient Reminders page.
If you're having issues with Recall Reminders: Select Patient Reminders, then click the Recall Reminders tab.
Check the Enable toggle:
If the toggle is grey: Looks like your reminders aren't enabled and that's what's preventing them from sending. To enable reminders, follow the setup instructions in Setting Up Appointment Reminders or Setting Up Recall Reminders.
If the toggle is orange: Proceed to the next step.
Look at the date next to Start sending on.
If the date is set in the future: Your reminders are set to start sending automatically on the date selected. That date hasn't passed yet, so your reminders haven't started sending yet. You can:
Leave this alone and Leap will automatically start sending your reminders on the date selected, or
Get your reminders started by clicking the down arrow
next to the date. Select today's date, click Apply, then click Save Settings at the bottom of the page. You're all set!Tip
Check out each reminder on the page to see exactly when it sends. Depending on the current time, some or all of your reminders may start sending tomorrow.
If the date is set in the past: Contact Yapi Support so we can help you further.
After sending appointment reminders, if a patient confirmed via email or text but this didn't confirm their appointment in Eaglesoft, follow the steps below to troubleshoot.
First, check to make sure your Yapi Service is running:
On your practice's server, double-click the the YAPI Service Manager icon
on the desktop.When the YAPI Service Manager opens, see whether the Start Service or Stop Service button is blue.
If the Start Service button is blue: We've found the issue! Looks like your Yapi Service isn't on. Click the Start Service button and wait 4 minutes for Yapi to get back up and running again and patients will be able to start confirming again.
Note
If a patient confirmed while your Yapi Service was off, turning it back on again won't retroactively confirm those appointments. You can allow patients to confirm at their next reminder or send another reminder manually if you're concerned you may have missed confirmations.
If the Stop Service button is blue: Continue to the next step.
Next, did the patient confirm via text or via email?
Via text: Continue to the next step.
Via email: Contact Yapi Support so we can assist you.
Navigate to the patient's text history on their Profile page:
Click Patient Finder in the menu on the left.
Use the dropdown menu to select whether you want to search for the patient by name, phone number, email or chart ID. (This menu defaults to searching by name.)
Enter at least two characters into the search field.
Click on the patient's name.
Click the Text tab.
Check the last text that was sent to the patient from your practice.
If it was an automated reminder: Continue to the next step.
If it was a manual reminder sent via mass text: Continue to the next step.
If it was a direct text: This is what caused the problem. Appointments only confirm automatically if the last message sent to them was an automated reminder or a manual reminder sent via mass text.
Check the Confirmation Responses you have set up in Appointment Reminders to make sure Leap recognizes how your patients are confirming via text:
Important
Only users with Admin privileges can perform this task.
In the left-hand menu, click Settings and select Practice Settings.
Select Patient Reminders. This will automatically open the Appointment Reminders tab on the Patient Reminders page.
Scroll down to the Confirmation section and find the boxed labelled Confirmation Response Options.
Check to see if any of these Confirmation Response Options are ones that your patient responded with.
If they did respond with one of these options: Contact Yapi Support so we can help you further.
If they didn't respond with one of these options: You've found the issue. Leap can only confirm appointments based on the Confirmation Response Options you set.
Tip
Want to add another Confirmation Response Option? Just click inside the box, type your response option, and hit Enter. Then click Save Settings at the bottom of the page.