FxMedSupport Help Center | Auto-Reply After-Hours

Auto-Reply After-Hours

Updated 03-25-26 - V: 1.0.0

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Last Update 2 months ago

How to set up automatic after-hours portal message replies for your general office and individual providers using the FXMedSupport Auto-Reply system in Cerbo EHR.

The After-Hours Auto-Reply system inside FXMedSupport automatically sends a portal message to patients who reach out outside of your defined business hours. You can set up a general office reply, replies for specific providers, or both. Each provider can have their own customized message.

What It Supports

• General office auto-reply — one portal message sent to all patients contacting the main office after hours
• Provider-specific auto-reply — individual portal messages sent when a patient contact a specific provider after hours
• Multiple providers — you can add auto-replies for as many providers as needed
• Fully customizable message title and body for each reply

Before You Begin

• Access to FXMedSupport inside Cerbo EHR
• Your office business hours (opening and closing times)
• The portal message text you want to send to patients after hours

Step 1: Open the After-Hours Auto-Reply Settings

1. Log in to your Cerbo EHR account and open the FXMedSupport app.

2. Navigate to Available Apps.

3. Find the Auto-Reply app under the Communications section.

4. Click on After Hours.

Step 2: Enable After-Hours Auto-Reply

1. Toggle on Enable Auto-Reply During After-Hours.

2. Define your business hours — set the time your office opens and the time it closes.
Any portal message received before opening time or after closing time will automatically trigger the auto-reply.

💡 Note: Business hours define when your office is open. portal message received outside of these hours — both before opening and after closing — will receive the auto-reply message.

Step 3: Set Up a General Office Auto-Reply

Use this option if you want one auto-reply message sent to all patients who contact the main office after hours.

1. In the Message Title field, enter a short title for the message.
Example: After Hours
Note: Each field must have at least 2 characters.

2. In the Message Body field, type the reply message patients will receive.
Example: Sorry, you have reached us after hours. We will get back to you during business hours.

💡 Tip: Customize the message to match your office tone. You can include your office hours, an emergency contact, or any other helpful information for patients reaching out after hours.

Step 4: Set Up a Provider-Specific Auto-Reply (Optional)

Use this option if you want a specific auto-reply sent when a patient contacts a particular provider after hours.

1. Click Add Provider (or the option to add a provider-specific reply).

2. Select the provider from the dropdown.
Example: Select Boots Oliver.

3. In the Message Title field, enter a title for the message.
Example: Thank You
4. In the Message Body field, type the customized reply for that provider.
Example: Thank you for reaching out. Our office is currently closed. We will respond during business hours.
5. Click Save Changes.

Repeat these steps to add auto-replies for additional providers.
Example: Add a separate reply for Biller Reports with the same or a different message.

💡 Note: Provider-specific replies take priority over the general office reply. If a patient contacts a provider who has their own auto-reply set up, they will receive that provider's message. If no provider-specific reply exists, no message will be sent unless a general office reply is configured.

🔴 Important: If you have not set up a general office auto-reply, patients contacting the main office number after hours will not receive any automated response. Make sure to configure both the general office reply and any provider-specific replies as needed.

Summary

General office reply — sends one auto-reply to all patients contacting the main office after hours
Provider-specific reply — sends a custom message when a patient contacts a specific provider after hours
Multiple providers — you can add auto-replies for as many providers as needed
Each message title must be at least 2 characters long

Troubleshooting

Auto-reply is not sending
→ Make sure the Enable Auto-Reply During After-Hours toggle is turned on.

Patients are not receiving the general office reply
→ Confirm you have set up and saved a general office message in the After-Hours settings.

Patients are not receiving the provider-specific reply
→ Verify the correct provider is selected and the message has been saved.

Message title or body is not saving
→ Make sure both the title and message body have at least 2 characters each.

Auto-reply is sending during business hours
→ Check that your business hours are set correctly — opening and closing times must be accurate.

Need Help?

If you run into any issues with the After-Hours Auto-Reply system, please reach out to our support team. We're happy to help!

Still need help? Message Us