Email System Overview 11-19-2024

The Email System is a core feature available to all users upon connecting to our platform. It provides the basic functionality to create, view, and send simple email templates to your patients/clients. 

This tool is designed for communication and is ideal for everyday tasks like sending notices, reminders, or updates.

• Email System: When you open the email system, you will
  default to the template page, where you can create or manage your templates. From here, you can send simple emails directly to your patients.

• Newsletter System: If you want to schedule a newsletter or access additional newsletter features, simply select the Email Newsletter option from the Available Apps, this will take you directly to the newsletter management system, where you can schedule and send emails at specific times.

• Template Creation: You can create and manage email
  templates to streamline your communication. Templates can be personalized to suit various needs, from appointment reminders to emergency notices.

• Send Simple Emails: Once you've created a template, you
  can easily send it out to your patients. This system allows for direct email communication but does not include advanced scheduling features.

• Analytics/Log: This feature helps you track and review the performance of your emails and newsletters. This feature provides insights into how your communications are being received by your patients, allowing you to optimize future campaigns and improve overall engagement.

• Schedule Newsletter: This feature is ideal for sending out recurring content, such as newsletters, promotions, reminders, or other timely communications, without needing to send them manually each time.

• Access to Template Builder: The Template Builder allows you
  to create and edit email templates. Once you're ready, you can send your emails directly from the email system.

Please note: Basic Integration Level does not provide access to advanced features like analytics or the ability to schedule newsletters. If you require these features, you may need to consider upgrading your integration level.

The Email System and the Newsletter System serve distinct purposes:

• Email System: This is where you can create and send simple
  emails and templates. It is ideal for one-time communications (e.g., water pipe break announcements or appointment reminders). However, it lacks advanced features like scheduling or analytics.

• Newsletter System: This system is where you can take the
  email templates you've created and schedule them for future delivery. You can set a specific date and time to send newsletters to your patients, making it perfect for ongoing campaigns or bulk communications.

If you wish to send scheduled newsletters, you’ll need to use the Newsletter System. Although you can send templates from the Email System, you cannot schedule them. This can only be done through the Email Newsletter System.

In the coming days, a new feature will be added that allows you to tag your templates. This feature will:

• Enable you to assign specific tags to your email templates, making them easier to find and organize.
• Allow you to upload tagged templates to the Community Template System, where other practices can access and use them.
• Prevent templates from getting lost in your system by categorizing them with relevant tags.

For example, if you’ve created a Welcome Email for new patients, you can tag it as “welcome” or “new patient.” This makes it easier for others to discover useful templates that they can adopt for their own practices.

The Simple Email Feature is designed for quick, straightforward communication with your patients. It was never intended as a full-fledged marketing tool, but rather as a way for you to send timely messages or updates to your patients when needed. Whether you're sending a quick notice about an appointment or an urgent office update, this tool allows you to reach your patients efficiently.

• Send Emails to an Email List: You can send simple emails to
  a list of patients you generate through Cerbo’s advanced patient search. This is ideal for situations where you need to communicate with a specific group of patients (e.g., patients with an appointment today or active patients).

• Send Emails Based on Patient Conditions: Instead of relying on a
  manually created email list, you can use Patient Conditions to target specific groups of patients. This is often the default method for filtering patients in the system, such as sending emails to all patients assigned to a specific provider.

• Create and Use Templates: After creating a simple
  email, you can save it as a template for future use. This allows you to reuse email content and avoid having to retype common messages each time you need to send an email.

As explained before you have several options you can use when sending a simple email. 

Send an Email to an Email List: 

To send a simple email to a list of patients, follow these steps:

• Go to Cerbo and use the Advanced
  Patient Search feature.

• Filter for the specific group of patients you want to email (e.g., patients with an appointment today, active patients, etc.).

• Generate the report, then export the email addresses from the report.

• Copy the list of email addresses.

• In the Send Simple Email tab,
  paste the list of email addresses you just copied into the recipient field.

• Before sending the email to your
  patients, always test the email yourself. This ensures that the formatting, spacing, and content are correct.

• Enter a subject line for your email and
  compose the body of the message.

• Once everything looks good, click Send
  to deliver the email to your patients.

Use Email Templates:

If you have created a simple email before and saved it as a template, you can easily use it again for future communication.

• From the Send Simple Email screen,
  choose the saved template you want to use.

• You can make any necessary edits to the
  template’s content before sending it. However, we do not recommend making last-minute changes to your email. These changes could potentially affect the formatting or the way the email appears on different devices.

• Once you’re happy with the email, you can either send it to your patient list or save it as a template for future use. If you choose to save it, you can assign a name to the template before saving it.

Send Emails Based on Patient Conditions:

You can also send emails based on specific Patient Conditions. This allows you to target groups of patients with specific criteria (e.g., all patients assigned to a particular provider).

• Instead of manually creating an email
  list, select Patient Conditions from the system.
• For example, you can choose to send an email to all patients assigned to a particular provider.

• Select the condition you want (e.g., a
  provider condition) and save it. In the example below, you can see how we select the condition type provider, select the provider and save it. 

Once the condition is saved, you will be able to select "MY Provider" as a condition, and the email will be sent to all patients currently assigned to this provider. 

• After saving the condition, simply submit
  your message, and the email will be sent immediately to all patients who match the selected condition.
  

You can add multiple conditions if needed (e.g., send emails to patients assigned to two different providers).

Here are some best practices to follow when sending a simple email. 

• Test Before Sending: Always send a test email to
  yourself before sending to your patients. This ensures everything looks correct on different devices and email clients.
• Use Templates for Repeated Messages: Save time by creating templates for common messages (e.g., appointment reminders or office updates). This helps maintain consistency and professionalism.
• Avoid Last-Minute Edits: Making last-minute changes can sometimes cause formatting issues, so try to finalize your content before sending.

If you receive the message "Sender email is not authenticated" when trying to send an email, this typically means that the email address you're using hasn't been properly authenticated in the system. To resolve this, please refer to our Email Authentication Knowledge Base for step-by-step instructions on how to authenticate your sender email.

Link: https://fxmedsupport.tawk.help/article/sendgrid-email-verification

The Schedule Newsletter feature allows you to plan and send newsletters to your patients at a specified date and time. This is especially useful for sending out regular updates, promotions, or other important communications without needing to manually send them.

Below is a step-by-step guide on how to schedule your newsletter.

To begin, go to the Schedule Newsletter tab in your system. This is where you can set up and schedule your newsletter.

Once you're in the Schedule Newsletter tab, you will have the option to choose the date and time for when your newsletter should be sent. This gives you full control over when your message reaches your patients.

3- Choose the Newsletter Template

From a dropdown menu, select the template you wish to use for the newsletter. You can preview the template to make sure it’s the one you want. If you need to make any changes to the template, click on the Template Builder button to edit the template.

• Template Builder: As previously mentioned, if you need to customize the template, you can always click on Template Builder, make your adjustments, and return to the newsletter scheduling page once you're done.

4- Attach PDF (Optional)
If you have a PDF that you want to include with your newsletter (for example, a flyer or brochure), you can easily upload it. Some practices prefer to design their newsletters using external tools, then save them as PDFs to attach in their emails. This is useful for newsletters with complex formatting, including HTML with hyperlinks or other advanced elements.

• Simply upload the PDF when prompted.
• The attachment could be a direct copy of the PDF or a downloadable link for patients to access.

5- Select Recipients
You have different options for selecting recipients for your newsletter. The recipient lists for newsletters are different from the simple email list. You can select from Saved Lists, Patient Conditions or both.

• Saved Lists: These are email lists you create or import. You can manually add and update email lists as needed, such as professional contacts or marketing lists. 

Email lists in the Newsletter System are created using data captured by Gravity Forms (or similar integrations). 

For example, if a patient signs up for your newsletter via your website or schedules a demo, this data will automatically be updated and synced with the newsletter system.

• You can easily add or update lists as your contact information changes.
• Multiple Lists: You can select more than one list, for example, combining professional contacts with active patients, or targeting specific patient conditions.

As previously mentioned, you can upload a new email list and you can view/edit existing lists. 

You can also see the number of emails, as shown below.

When in the default Email Newsletter screen, you can choose any saved lists of emails you have. As shown in the image below, the lists will be available to you in the dropdown menu. 

• Patient Conditions: You can also select specific groups of patients based on conditions (e.g., age, gender, provider, or patient status). This is a powerful feature that lets you target very specific patient groups

Note: The option to select Provider as a condition will be available soon. This feature will allow you to send tailored newsletters to specific groups, such as patients of a certain age group or those assigned to a particular provider.

• Both (List + Patient Conditions): You can select any combination of lists and conditions to narrow down your target audience. For instance, if you want to send the newsletter to both your Professional Contacts and specific Patients (e.g., those with a particular condition), you can select both a saved list and a patient condition, like Age or Gender, to make sure the newsletter reaches exactly the right people. 

By using both saved lists and patient conditions, you can customize your newsletter distribution and ensure it is sent to the most relevant recipients. Once you've set everything up, simply click Save Scheduled Email to finalize the process.

As previously mentioned, by adding additional conditions you can narrow down the list. Please see the images below for reference.  

6- Review and save your Newsletter
Once you’ve selected your template, recipients, and any optional PDF attachments, you're ready to schedule your newsletter. You can review all your selections, then click Save Scheduled Email to confirm.

The system will automatically send the newsletter at the scheduled time.