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YAPI Help Center

Troubleshooting Reminders

If you're having issues with Yapi Leap's Appointment Reminders or Recall Reminders, click below for troubleshooting instructions.

Reminders Fail to Send

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.

  1. In the left-hand menu, click Settings and select Practice Settings.

  2. Next:

    1. If you're having issues with Appointment Reminders: Select Patient Reminders. This will automatically open the Appointment Reminders tab on the Patient Reminders page.

    2. If you're having issues with Recall Reminders: Select Patient Reminders, then click the Recall Reminders tab.

  3. Check the Enable toggle:

  4. 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 Down arrow icon. 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.

Appointments Aren’t Confirming in Open Dental

After sending appointment reminders, if a patient confirmed via email or text but this didn't confirm their appointment in Open Dental, follow the steps below to troubleshoot.

  1. First, check to make sure your Yapi Service is running:

    1. On your practice's server, double-click the the YAPI Service Manager icon Yapi Service icon. on the desktop.

    2. 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.

  2. Next, did the patient confirm via text or via email?

    • Via text: Continue to the next step.

    • Via email: Skip directly to step 6 below.

  3. Navigate to the patient's text history on their Profile page:

    1. Click Patient Finder in the menu on the left.

    2. 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.)

    3. Enter at least two characters into the search field.

    4. Click on the patient's name.

    5. Click the Text tab.

  4. Check the last text that was sent to the patient from your practice.

  5. 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.

    1. In the left-hand menu, click Settings and select Practice Settings.

    2. Select Patient Reminders. This will automatically open the Appointment Reminders tab on the Patient Reminders page.

    3. Scroll down to the Confirmation section and find the boxed labelled Confirmation Response Options.

    4. 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: Continue to the next step.

      • 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.

  6. Check that Leap is reading and updating the correct Open Dental statuses for appointments:

    Important

    Only users with Admin privileges can perform this task.

    1. Click Practice Settings in the left-hand menu. Then select Practice Information.

    2. Click the Open Dental Integration tab.

    3. Under Confirmed Appointments, check that the statuses listed reflect all the confirmation statuses your practice uses in Open Dental and make any adjustments if needed. (Most practices use Confirmed but you might also use eConfirmed or other custom statuses.)

    4. Under Unconfirmed Appointments, check that the statuses listed reflect list all other statuses your practice uses in Open Dental (in other words, any that aren't listed under Confirmed Appointments). Make any adjustments, if needed.

    5. Under Patient Confirmation, check that the selected status is the one you want Leap to update appointments to when patients confirm via email or text. If it's not, select the status you want to use.

    6. Next:

      • If you needed to change any settings in Steps c - e above: Click Save to save your changes. This is likely what was causing an issue with confirmations. Monitor your patient confirmations for the next few days to make patients are able to confirm. If you still see a problem, contact Yapi Support so we can help further.

      • If you didn't need to change any settings in Steps c - e above: Contact Yapi Support so we can help further.

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