Missed Text Auto-Reply: Set Your After Hours Response

Available on version 7.15.2 and above

When a patient texts your office outside of business hours, it helps to have a message ready that lets them know that their message was received — and when they can expect a reply. With Missed Text Auto-Reply you set a custom message that automatically responds to your patient outside your office hours. It’s a simple way to stay responsive, even when your office is closed..

In this guide, you will walk through how to set up and personalize your after-hours Missed Text Auto-Reply message to keep communication flowing.

✅Note: The Flex user must have permissions in Flex to access this feature. To update a user's permissions, view this article: How Do I Change User's Permissions?↗️

🆕What is New & What to Expect:

• An automatic reply is sent when patients text your office outside your business hours.
• Customizable messaging allows you to write your own response to fit your tone and patient needs.
• Sends once in a 12-hour period to keep the patient experience seamless. If your team responds using Flex Mobile, the automated system doesn’t interfere.
• Customizable buffer time allows you to chat with patients after hours without interruptions.
• Excluded words and phrases reduce unnecessary automatic replies.
• Works with your set business hours — no need to adjust settings manually day-to-day.

How to Set Up After Hours Text Messages

Follow these steps to customize your missed text auto-reply for times when your office is closed:

1. Click 'Settings' in the top left of your Flex Homepage.
2. Navigate to 'Texts & Email' Settings.
3. Select 'Auto-Reply' to open the Missed Text Auto-Reply configuration.
4. Enable the option that fits your needs:
   • Reply Outside Operating Hours
   • Reply During Special Closure
5. Click into the message box to edit the default text. Write something your patients will recognize as personal and helpful.
   • 💡Pro Tip: Keep the tone consistent with your daytime communications—A warm message helps patients feel reassured.
   • ✅Note: If a patient texts during your office hours and you miss it, the auto-reply will not send — this feature only responds to messages outside your defined business hours — to ensure patients aren’t confused by an automated reply when your team may still be following up. To set your office business hours or a special closure, follow the steps in the article below.
6. Enable Auto Reply Buffer Time (optional).
   • Prevent missed text auto-replies during active conversations by entering the number of minutes to wait when your team responds outside of business hours.
7. Create Exclusions (optional).
   • Select Add Phrase to customize keywords and phrases. If your patient responds to an automated appointment reminder or confirmation after hours, and does not expect a response, add common responses as exclusions so they do not trigger an auto-reply.
   • To remove an excluded phrase or keyword, click the red 'X'.
8. Require Exact Message Match (optional).
   • When enabled, auto-replies are blocked only if the patient's message exactly matches an excluded phrase.
9. Save in the bottom right corner when you’re finished.                                                                                             

 

Next Steps & Related Articles:

Confirm your office hours — your auto-reply uses the business hours and closures defined in your system.

• ➡️Hours of Operation and Special Closures are managed under the Server tab in Settings. For a detailed walkthrough, check out this guide: Set Your Operating Hours and Special Closures.
• ➡️To help other users access these settings, follow the steps in: How Do I Change User's Permissions? — it's also linked at the top of the page for easy access.

You’re all set!

Your after-hours reply is now ready to go. Patients will receive your message automatically when texting outside of your business hours.

If you found this information helpful, please like and/or comment below!

If you have questions, please contact Flex Support.

Thank you!