How Do I Set Keywords For Flex Confirmations?

Flex enables you to automate your appointment confirmation emails and text messages. 

• In 'email confirmations', patients can simply select a 'button' in the email to confirm their appointment, thereby updating the appointment status to 'Flex Confirmed' in Open Dental. 
• For 'text confirmations', patients must respond directly to the confirmation message with a designated keyword, this will update the appointment status to 'Flex Confirmed' in Open Dental.

To set Keywords to Confirm Appointment follow these steps: 

Log in to your Flex > Select the Settings gear in the top left > Select the Text & Emails tab > General Settings

• You must be logged in as an “administrator” to have access to settings. 

Next, scroll down to ‘Keywords to confirm appointments’: 

In the picture above you will see Flex's default keywords include:

• C
• Confirm
• Yes
• Si
• Okay
• Ok

When adding keywords, be sure to separate each keyword with a comma. This allows Flex to recognize each keyword individually. Capitalizations and lack thereof in the “Keywords to confirm appointments’ are accounted for. For example, if a patient responds 'ok' and you have 'OK' set up in your keyword list, that will function as intended and confirm the appointment. 

Please keep the following in mind: 

• Flex will update the appointment status to ‘Flex Confirmed’ only when a patient selects the confirmation button within the email, or if they reply to the confirmation text with one of the keywords. 
• Flex will not update the appointment status to Flex Confirmed if a patient replies to an appointment reminder.  
• If another message has been sent after the confirmation text and then a patient replies with a keyword, this will not update the appointment status to ‘Flex Confirmed’
•  
• If Flex has sent out the Email Confirmation and/or the Text Confirmation but has not received a response from the patient the appointment status will be updated to ‘Flex Emailed’ or ‘Flex Texted”.

Helpful tip:

To customize the color of the appointment status bubble displayed on patients' appointments, follow these steps in Open Dental: Setup > Definitions > Appt Confirmed

If you have any questions after reading the above content please don't hesitate to reach out to Flex Support or comment below!

Thank you!